Refund policy

Refund and Return Policy 

This policy explains your rights regarding refunds, cancellations, and returns when purchasing a digital, downloadable product from PrimePilot. It should be read together with the Terms and Conditions and Legal Notice sections of this document. 

The General Position on Digital Products 

Because every product sold on the Site is an intangible digital file delivered instantly on purchase, PrimePilot's products do not fit neatly into the "return" model built for physical goods; there is nothing to physically send back, and once a file has been downloaded or accessed, it cannot practically be "returned" or its use undone. 

Before You Buy 

  • Please read each product's description carefully before purchasing, including the module and lesson breakdown, to confirm it covers what you need. 

  • If you have any question about whether a Digital Product is right for you, contact us at support@primepilot.co.za before purchasing, we're glad to help you decide. 

Once You've Downloaded or Accessed a Digital Product 

Once a Digital Product has been downloaded, or access to it has otherwise begun (for example, by opening a hosted file link), PrimePilot's position is that performance of the transaction has commenced with your consent, and the product cannot be returned in the way a physical item can. Accordingly, we do not offer refunds for a simple change of mind once a Digital Product has been accessed or downloaded, except where South African consumer law requires otherwise. 

When You Are Entitled to a Refund or Replacement 

Regardless of the general position above, PrimePilot will provide a refund, replacement file, or re-delivery, at our discretion, in any of the following circumstances: 

  1. Non-delivery: you completed payment but did not receive a working download link or access to your purchase within a reasonable time, and re-delivery does not resolve the issue. 

  1. Corrupted or defective file: the file you downloaded is corrupted, incomplete, or otherwise does not open or function as described. 

  1. Materially not as described: the Digital Product is substantially different from its description on the Site at the time of your purchase. 

  1. Duplicate purchase: you were charged more than once for the same Digital Product due to a checkout or payment processing error. 

  1. Any other circumstance where South African consumer protection law entitles you to a refund, which these Terms do not seek to exclude. 

In the case of a corrupted, incomplete, or defective file, our first step will always be to attempt to resolve the issue by providing you with a working replacement file or corrected access link. A refund will be offered where re-delivery does not resolve the problem, or where re-delivery is not possible. 

Requesting a Refund 

  1. Email support@primepilot.co.za within 7 days of your purchase, including your order number and a description of the issue. 

  1. For a non-delivery or defective file claim, we may ask you to confirm the download link you used, or to attempt re-downloading via your account library, to help us diagnose the issue. 

  1. We will respond within 5 business days confirming whether your request qualifies under clause 3.4, and, where it does, whether we are able to resolve it by re-delivery or by refund. 

  1. Approved refunds will be processed back to your original payment method via Payfast within 10 business days of approval. Processing times beyond this point are outside PrimePilot's control once instructed to the payment processor or your bank. 

Goodwill Consideration Outside the Above 

Where a request falls outside clause 3.4, for example, a genuine change of mind shortly after purchase and before any meaningful use of the file, PrimePilot may, at its sole discretion and on a case-by-case basis, still offer a partial or full refund as a goodwill gesture. This is not an entitlement, and each request will be assessed individually. Repeated goodwill requests from the same Customer may not be honoured. 

If You Are Not Satisfied With Our Response 

If you disagree with the outcome of your refund request, you may escalate your complaint to the Consumer Goods and Services Ombud (www.cgso.org.za), which handles consumer complaints in terms of the Consumer Protection Act 68 of 2008, or seek independent legal advice regarding your rights under the ECT Act or the Consumer Protection Act.