Refund and cancellation policy
Fair remedies without legal gymnastics
Last updated: 11 August 2026These rules explain the practical position. They do not remove any right or remedy that South African law gives you.
1. Before payment is verified
An item in a basket or a pending order is not a completed purchase. If the PayFast journey is cancelled or fails, the order remains unpaid. If money nevertheless leaves the buyer’s account, the buyer should not try again until we reconcile the order reference with PayFast.
2. Defective or misdescribed digital products
Contact us if a digital product is corrupt, incomplete, materially misdescribed or not reasonably usable for the confirmed purpose. After investigation, we will provide the remedy required by applicable law, which may include correction, replacement, re-performance or refund. These rights are not removed merely because a file was downloaded.
3. Change-of-mind requests
Before a digital product has been released or downloaded, a cancellation request will ordinarily be accepted unless non-recoverable work or third-party cost was clearly authorised. After a correct digital product has been accessed, change-of-mind requests will be assessed fairly against the nature of the product, any applicable cooling-off right and the mandatory rules governing the transaction. We do not use a blanket “no refunds” clause to override consumer law.
4. Tailored services and deposits
A customer may request cancellation of a tailored service. Any refund will take account of work already properly performed, agreed milestones, committed third-party costs and the applicable law. We will explain the calculation and provide the relevant work record. If we cancel without the customer being in breach, amounts paid for unperformed work will be refunded.
5. Duplicate or unauthorised payments
Report a suspected duplicate, incorrect or unauthorised payment immediately. We will compare the order and verified provider record and will not rely only on screenshots. A confirmed duplicate will be reversed through the appropriate payment route.
6. How to request help
Email glprosonline@gmail.com with the order reference, buyer name, product or service, payment date and a concise description of the problem. Do not email card details, PINs, passwords or one-time passwords. We will acknowledge the complaint and provide a practical next step.
7. External complaint route
If an eligible consumer complaint is not resolved after our internal process, the consumer may approach the Consumer Goods and Services Ombud, the National Consumer Commission or another body with jurisdiction. Nothing here prevents a lawful remedy.