Refund Policy

1. Overview

We want you to buy with confidence. This Refund Policy explains when you are entitled to a refund for digital products and services purchased on the Platform, how to request one, and how refunds are paid. It should be read together with our Terms and Conditions.

This policy is designed to comply with South Africa's Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"), which gives consumers a statutory cooling-off right for online purchases, and does not limit any rights you have under the Consumer Protection Act 68 of 2008 or other applicable law.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Your purchase is therefore also governed by Paddle's Buyer Terms and Refund Policy. Where Paddle's Buyer Terms or Refund Policy, or any mandatory consumer law in your country of purchase, give you a right that is broader than this policy, that right applies. Consumers in the EU/EEA and UK, for example, have a statutory right to withdraw within 14 days of a transaction, as described in Paddle's terms; the 30-day right below is offered in addition to, and does not limit, that right.

2. Access options covered

This policy applies to all access options available on the Platform:

• 48-Hour Pro Access (once-off) — a single, non-renewing purchase granting full access to Pro features for 48 hours from activation.
• Monthly Access (Non-Recurring) — a single month of access purchased once, with no automatic renewal.
• Monthly Access (Recurring) — a subscription that renews automatically each month until cancelled.
• 12-Month Access (Non-Recurring) — a single, non-renewing purchase granting full access to Pro features for 12 months from activation.

3. Your 30-day cooling-off right

In line with section 44 of the ECT Act, you may cancel your purchase and receive a full refund within 30 days of the date of purchase, provided that no downloads have occurred on your account. This right applies differently depending on which access option you purchased.

3.1 Monthly Access (Non-Recurring and Recurring) and 12-Month Access (Non-Recurring)

You may request a cooling-off refund of your most recent payment within 30 days of that payment date, provided you have not downloaded any digital files, resources, templates, or exports from your account during the period covered by that payment. Simply logging in or browsing within the Platform, without downloading anything, does not disqualify you from a cooling-off refund.

This applies equally to a single month purchased under Monthly Access (Non-Recurring), a monthly payment under Monthly Access (Recurring), and the once-off payment made under 12-Month Access (Non-Recurring): in each case, the 30-day window runs from the date of that payment, and downloading anything during the access period it covers ends your cooling-off right for that payment.

3.2 48-Hour Pro Access (once-off)

Because this option provides time-limited access that is generally activated and used shortly after purchase, the cooling-off refund is available only if you request it before you first activate the 48-hour access period, and provided no downloads have occurred. Once the access period has been activated, or any downloads have been made, this option is treated as a service that has commenced with your consent and is no longer eligible for a cooling-off refund — section 4 below applies instead.

4. Refunds for technical issues

Outside of the cooling-off period described in section 3, or where the cooling-off right no longer applies (for example, because downloads have occurred or the 48-Hour Pro Access has been activated), you may still be entitled to a refund if a serious technical issue on our side prevents you from using the digital product or service you paid for.

• A "serious technical issue" means a fault attributable to the Platform — not your device, browser, internet connection, or misuse — that materially prevents access to, or use of, the core features you paid for, and which we are unable to resolve within a reasonable time after you report it.
• To qualify, you must report the issue to us as soon as reasonably possible using the process in section 6, with enough detail (for example, screenshots, error messages, and timestamps) for us to investigate.
• Where we confirm a serious technical issue prevented your use of the product, we will offer, at our discretion, either a full or partial refund reflecting the extent to which you were unable to use the product, or restored or extended access once the issue is resolved.

5. When refunds do not apply

Refunds will not be provided where:

• the 30-day cooling-off period has expired and no serious technical issue applies;
• downloads have occurred (for Monthly Access or 12-Month Access options), or the 48-Hour Pro Access has been activated, other than in the case of a serious technical issue under section 4;
• the issue reported is due to your device, internet connection, browser compatibility, or misuse of the Platform;
• you simply change your mind about a product you have already accessed or downloaded, outside the cooling-off period; or
• your account has been suspended or terminated for a breach of our Terms and Conditions.

6. How to request a refund

All refund requests must be submitted using our online Refund Request Form on the Support page, choosing "Refund request" as the topic. If you cannot use the form, you may email us at support@tolocker369.com. Please include:

• your full name and the email address used for your purchase;
• the access option purchased (48-Hour Pro Access / Monthly Access – Non-Recurring / Monthly Access – Recurring / 12-Month Access – Non-Recurring);
• your order or transaction reference number;
• the date of purchase; and
• the reason for your request, and, where applicable, supporting details of any technical issue.

We will acknowledge your request within 2 business days and aim to provide a decision within 10 business days of receiving all necessary information.

Because Paddle is the Merchant of Record for all our orders, you may also request a refund directly from Paddle at paddle.net using the link in your order confirmation email, or by emailing Paddle at help@paddle.com. Either route is valid — requests raised with us are passed to Paddle for processing.

7. Refund payment

Approved refunds are paid back to the original payment method used for the purchase. We do not offer refunds by any other method (for example, cash, EFT to a different account, or store credit), except where the original payment method is no longer available, in which case we will contact you to arrange an alternative.

Refunds are issued by Paddle as Merchant of Record, and will appear from Paddle rather than from us on your statement. In line with the ECT Act, approved refunds are processed within 30 days of the date the refund is approved, though we aim to process most refunds well within this timeframe.

8. Cancelling a recurring subscription

If you hold a Monthly Access (Recurring) subscription, you may cancel automatic renewal at any time, with effect from the end of your current billing period, through the Paddle buyer portal at paddle.net (accessible via the link in your subscription confirmation email), or by contacting us through the Support page. Cancelling stops future billing but does not, on its own, entitle you to a refund of a payment already made — refunds for a current billing period are only available under sections 3 or 4 above. Once cancelled, you will retain access for the remainder of the period you have already paid for.

9. Changes to this policy

We may update this Refund Policy from time to time. The version in effect at the time of your purchase will apply to that purchase. Material changes will be posted on this page with an updated effective date.

10. Contact us

If you have any questions about this Refund Policy, please contact us at support@tolocker369.com or via the Refund Request Form on the Support page.