Returns and Refund Policy

Last updated: 21 July 2026

This Returns and Refund Policy applies to digital products purchased from Rental Toolkit (Pty) Ltd through www.rentaltoolkit.co.za.

Rental Toolkit sells downloadable documents, templates, forms, checklists, spreadsheets and procedural guides. No physical products are supplied.

By purchasing a digital product from Rental Toolkit, you agree to this policy together with our Terms and Conditions.

1. Digital products cannot physically be returned

Our products are supplied electronically and may become available for download immediately after successful payment.

Once a product has been downloaded, accessed or delivered by email, it cannot be physically returned in the same manner as a physical product.

For this reason, we do not ordinarily offer refunds simply because:

• you changed your mind;

• you no longer require the product;

• your circumstances changed after purchase;

• you purchased the wrong product despite an accurate product description;

• you did not read the product description before purchasing;

• you expected personalised legal advice or professional services;

• you do not have compatible software to open or edit the file;

• you selected the wrong language or file format; or

• you decided not to use the product.

This policy does not remove or limit any consumer right that cannot lawfully be excluded under South African law. The Consumer Protection Act protects consumers where products are defective, unsafe, unsuitable for their intended purpose or materially different from what was represented. (DTIC)

2. When a refund or replacement may be considered

We will consider an appropriate remedy where:

• you were charged more than once for the same order;

• payment was completed but the purchased product was not supplied;

• the wrong product was supplied;

• the downloaded file is corrupted and cannot reasonably be opened;

• the product is materially different from its published description;

• the product contains a material technical defect that prevents its intended use;

• Rental Toolkit cancelled the order without supplying the product; or

• South African consumer law requires a refund, replacement or other remedy.

Depending on the circumstances, we may first:

1. resend the download link;

2. provide a replacement file;

3. correct the technical problem;

4. supply the correct product; or

5. issue a full or partial refund.

Where a product can reasonably be corrected or replaced, we may attempt to resolve the problem before processing a refund.

3. Incorrect purchases

Each product page identifies, as far as reasonably possible:

• what the product is;

• whether it is intended for landlords, tenants or both;

• the type of rental matter it addresses;

• the included files;

• whether the files are editable;

• the applicable language;

• the file format; and

• any important limitations.

You are responsible for reading the product description and selecting the correct product before completing payment.

A refund will not ordinarily be issued where the correct product was delivered but the customer selected the wrong item.

However, contact us promptly if you purchased the wrong product without downloading or accessing it. We may, at our discretion and where technically verifiable, permit an exchange or issue store credit. This is not guaranteed.

4. Download and email problems

Failure to locate the download email does not necessarily mean that the product was not delivered.

Before contacting us, please:

• check your spam, junk and promotions folders;

• confirm that the email address entered at checkout was correct;

• search your inbox for “Rental Toolkit”;

• check whether the download is available from your order-confirmation page; and

• allow reasonable time for payment confirmation.

If the email address entered at checkout was incorrect, contact us with:

• your full name;

• order number;

• correct email address; and

• proof of payment where reasonably requested.

We will take reasonable steps to verify the order and resend the download link.

5. Software compatibility

Products may be supplied in formats such as:

• PDF;

• Microsoft Word;

• Microsoft Excel; or

• ZIP.

The applicable format is stated on the relevant product page.

You are responsible for ensuring that your device has suitable software to open, edit or print the purchased file.

A refund will not ordinarily be granted solely because:

• you do not have Microsoft Word, Excel or a PDF reader;

• your device does not support the stated file type;

• formatting displays differently in third-party software;

• you attempted to edit the document using incompatible software; or

• you are unfamiliar with downloading, opening or editing files.

Where a genuine technical defect exists in the original file, we will investigate it and provide an appropriate remedy.

6. Editable documents and customer changes

Some products are supplied in editable formats and require the customer to:

• insert names, dates, addresses or amounts;

• select or remove optional wording;

• adapt information to the applicable circumstances;

• review the completed document; and

• obtain appropriate advice where necessary.

We are not responsible for errors introduced after delivery, including incorrect customer information, deleted clauses, formatting changes or unsuitable alterations.

A product does not become defective merely because it was incorrectly completed, amended or used.

7. Legal and procedural products

Rental Toolkit provides general documents and educational information. Products do not constitute legal advice tailored to an individual case.

A refund will not be granted merely because:

• a product does not produce the outcome you hoped for;

• another party rejects the document;

• a tenant, landlord, attorney, Tribunal or court disagrees with your position;

• your lease or circumstances require different wording;

• you miss a legal or procedural deadline;

• you use a product for a purpose for which it was not intended; or

• you later decide to obtain professional legal advice.

No product guarantees success in a dispute, Tribunal process, debt-recovery matter, lease cancellation or other legal process.

8. Product updates

Rental law, procedures, prescribed forms and administrative requirements may change.

Each product should be assessed according to:

• its stated version;

• its review or update date;

• its published description at the time of purchase; and

• the circumstances for which it was intended.

A later update does not automatically mean that an earlier product was defective when supplied.

Unless the product page expressly states otherwise:

• future updates are not included automatically;

• a purchase does not create a subscription;

• updated versions may be sold separately; and

• Rental Toolkit is not required to provide indefinite access to future editions.

9. Duplicate payments

If you believe that you were charged twice for the same order, email us with:

• your full name;

• order number;

• purchase email address;

• transaction references; and

• proof showing both charges.

Once the duplicate payment has been confirmed, the duplicated amount will be refunded through the original payment method where reasonably possible.

10. How to request assistance or a refund

All requests must be emailed to:

support@rentaltoolkit.co.za

Please include:

• your full name;

• order number;

• email address used at checkout;

• name of the product;

• purchase date;

• a clear explanation of the problem;

• screenshots of any error message; and

• any other information reasonably required to investigate the request.

Please report a delivery or technical problem within seven days after purchase where reasonably possible. A delay in reporting the matter will not remove any non-excludable statutory right, but may make it more difficult to verify or reproduce the problem.

11. Assessment of requests

We may verify:

• whether payment was successfully completed;

• which product was ordered;

• whether a download link was issued;

• whether the file was accessed or downloaded;

• whether the file supplied matches the product description;

• whether the problem can be corrected; and

• whether the request is covered by applicable consumer law.

We may request additional information reasonably required to assess the request.

Submitting a request does not automatically entitle the customer to a refund.

12. Approved refunds

Where a refund is approved:

• it will ordinarily be processed through the original payment method;

• payment-provider processing times may apply;

• banks and payment providers may take additional time to reflect the refund;

• any access to the refunded product may be cancelled; and

• the customer’s licence to use the refunded product will terminate.

You must delete all copies of a refunded product and may not continue using, reproducing or distributing it.

We are not responsible for delays caused solely by a bank, payment gateway or other payment provider after the refund has been processed.

13. Chargebacks and payment disputes

Please contact support@rentaltoolkit.co.za before initiating a chargeback so that we have an opportunity to investigate and resolve the matter.

Fraudulent or abusive chargebacks may result in:

• suspension of download access;

• termination of the licence to use the product;

• restriction of future purchases; and

• the submission of relevant evidence to the payment provider.

Nothing in this clause prevents a customer from exercising a lawful right to dispute an unauthorised or genuinely unresolved transaction.

14. Consumer complaints

Customers should first submit their complaint to:

support@rentaltoolkit.co.za

We will consider the complaint and attempt to respond within a reasonable period.

Consumers may also approach a competent South African consumer-protection body where the complaint cannot be resolved directly. The National Consumer Commission administers and enforces the Consumer Protection Act, while the Consumer Goods and Services Ombud handles eligible consumer-goods and services complaints through its complaints process. (The National Consumer Commission)

15. Changes to this policy

Rental Toolkit may update this policy to reflect changes in:

• applicable law;

• payment-provider requirements;

• product-delivery systems;

• business practices; or

• the products offered.

The version published on the website when an order is placed will ordinarily apply to that order, subject to any mandatory consumer right.

16. Contact

Questions or requests relating to returns, refunds, duplicate payments, incorrect files or download problems must be sent to:

support@rentaltoolkit.co.za