Refunds and Returns Policy

Effective Date: January 1st 2026
Business Name: Envion PTY LTD Reg- 2025 / 054861 / 07
Physical Address: 45 Bittern Crescent, Saxonsea, Cape Town, Western Cape 7349, South Africa
Email: [email protected]

1. Introduction

At Pro Web Design – a division of Envion PTY LTD, we specialize in the sale and distribution of custom WordPress plugins and other downloadable digital media. We value your business and are committed to transparency regarding our refund and returns processes.

This policy is drafted in compliance with the Consumer Protection Act No. 68 of 2008 (CPA) of South Africa.

2. General Principle: No Right of Return for Digital Content

In terms of Section 55(2)(b) of the Consumer Protection Act, a consumer is entitled to return goods only if they are defective, unsafe, or do not meet the specifications of the agreement.

However, Section 55(4) provides that a consumer does not have the right to return goods (or cancel a transaction) simply because they have changed their mind, where the goods are:

• Custom-made or personalized; or

• Digital content (including downloadable software, plugins, and media) where the packaging has been unsealed.

By completing your purchase and downloading our plugins, you acknowledge that the “seal” of the digital product is broken upon download. Consequently, we do not offer refunds for change of mind, incorrect selection, or incompatibility issues that were not disclosed prior to purchase.

3. Grounds for a Refund

Despite the above, you are entitled to a full refund or replacement, at our discretion, under the following circumstances strictly defined by South African law:

3.1 Defective or Non-Working Plugins

If the purchased plugin does not perform the core function described in the sales documentation (listing page) and this failure is due to an error in our code, we will issue a refund or provide a fix. To qualify:

• You must grant us access to your WordPress admin environment (or staging environment) for a reasonable period (up to 14 days) to diagnose the issue.

• If we are unable to resolve the defect within a reasonable time, a full refund will be issued.

3.2 Material Misdescription

If the product you received is materially different from the description on the website at the time of purchase, you are entitled to a refund.

3.3 Double Billing or Unauthorized Transaction

If you were charged twice for the same transaction or if a transaction occurred without your authorization, we will refund the erroneous charge upon verification.

3.4 Unsolicated Direct Marketing (Section 16 of the CPA)

If you purchased the plugin as a result of unsolicited direct marketing (e.g., a cold call or unsolicited email that led to a sale), you have the right to cancel the transaction within 5 business days after the date of the transaction without penalty or reason.

4. Non-Refundable Situations

We will not grant refunds in the following scenarios:

• Change of mind: You decided you no longer want the plugin or no longer need the functionality.

• Incompatibility: The plugin is incompatible with your specific hosting environment, server configuration, or third-party themes/plugins, unless we specifically guaranteed compatibility with that specific environment prior to purchase.

• Lack of use: You failed to use the plugin before the license expired (if applicable).

• User error: You deleted the plugin, lost the files, or damaged the code via unauthorized modifications.

• Security breaches: Refund requests based on alleged security vulnerabilities that were not reported to us for verification and remediation first.

• Duplicate purchases: You accidentally purchased the same plugin twice and failed to notify us within 7 days of the second purchase.

5. Technical Support vs. Refunds

A refund is not a substitute for technical support. We are committed to helping you install and configure our software.

• Support: We provide technical support for installation and basic troubleshooting as per our support policy.

• Refunds: If you request a refund due to a lack of technical knowledge or an inability to resolve a conflict with a third-party theme/plugin, we reserve the right to deny the refund and offer paid support services to resolve the conflict.

6. Custom Development & Bespoke Plugins

If you commissioned a custom plugin (bespoke development) specifically for your website:

• No refunds are available once development has commenced, as these are “custom-made goods” under Section 55(4)(a) of the CPA.

• The only exception is if we fail to deliver the agreed-upon specifications within the agreed timeline after a written “breach notice” (Notice of Defect) has been served to us.

7. How to Request a Refund

To request a refund, please contact us within 7 days of discovering the defect (or within 5 business days for unsolicited marketing cancellations).

To submit a request:

1. Email [Insert Email Address] with the subject line: “Refund Request: [Order Number]”

2. Provide your order details and a clear explanation of the issue.

3. If the claim relates to a defect, provide:

   • WordPress version

   • PHP version

   • List of active plugins

   • A detailed description or screenshot of the error.

Resolution timeline:
We will acknowledge your request within 48 business hours. We have 15 business days to assess the issue and resolve it (either by fixing the product or processing the refund), as per the timelines for resolving disputes under the CPA.

8. Fraud Prevention

To prevent credit card fraud and unauthorized use of our products, we verify all refund requests. We reserve the right to refuse a refund if we reasonably suspect fraudulent activity, violation of our licensing terms, or abuse of this policy.

9. Limitation of Liability

To the extent permitted by South African law, our liability is limited to the purchase price of the plugin. We are not liable for any indirect, consequential, or special damages arising from the use or inability to use our digital products, including loss of data or loss of profits.

10. Dispute Resolution

If you are not satisfied with the resolution of your refund request:

1. Please escalate the matter to our compliance officer at [email protected] .

2. If the dispute remains unresolved, you may refer the matter to the National Consumer Commission (NCC) of South Africa, or the National Consumer Tribunal.