Terms & Conditions

Refund Policy

Last updated: 6 July 2026

 

This Refund Policy applies to purchases made from www.examsurvival.co.za.

We want customers to receive the correct Exam Survival resources and to be able to use them properly. Because many of our products are digital study guides, eBooks, and soft-copy resources that can be delivered immediately, refunds are handled carefully to protect both customers and our intellectual property.

 

1. Products covered by this policy

This policy applies to: paid eBooks; soft-copy study guides; downloadable or electronically delivered resources; exam preparation materials; promotional or discounted digital products; any other paid digital resource sold through Exam Survival. Free resources are not eligible for a monetary refund because no payment has been made.

 

2. Digital product delivery

After successful payment, digital products may be delivered by download link, e-mail, WhatsApp, or another electronic method. Please ensure that you provide the correct e-mail address and WhatsApp number when placing your order. Exam Survival is not responsible for delays caused by incorrect customer details.

 

3. When refunds may be approved

A refund, replacement, exchange, or credit may be approved in the following circumstances:

Duplicate purchase: You accidentally purchased the same product more than once.

Incorrect product supplied by us: You paid for one product, but we sent you a different product.

Non-delivery: You paid for a product but did not receive it, and we are unable to deliver it within a reasonable time after you have contacted us. Technical defect: The file is corrupted, cannot be opened, or is unusable, and we are unable to fix the issue or provide a working replacement. Product materially different from description: The product received is materially different from what was described at the time of purchase. Other circumstances required by law
A refund is required under applicable South African consumer protection law.

 

4. When refunds may be declined

A refund may be declined where: the product has already been delivered, downloaded, opened, accessed, or sent to you; you changed your mind after receiving the product; you bought the wrong grade, subject, term, or resource and the product has already been delivered; you no longer need the resource; you did not achieve the academic result you expected; you shared, copied, distributed, or resold the product; you provided incorrect contact details and did not inform us within a reasonable time; the issue is caused by your device, software, internet connection, storage, or third-party app, and the file itself is working; the product was clearly marked as a free, sample, promotional, or non-refundable item; the request is made dishonestly or in bad faith. This does not limit any rights you may have under South African law.

 

5. Wrong grade, subject, or product selected by the customer

If you accidentally buy the wrong grade, subject, term, or product, please contact us as soon as possible. If the product has not yet been delivered, downloaded, accessed, or sent, we may assist with an exchange or credit.

If the product has already been delivered, downloaded, accessed, or sent, an exchange or refund will be considered at our discretion.

 

6. Cooling-off rights and digital content

Where a cooling-off period applies under South African law, we will honour it. However, many Exam Survival products are digital educational resources, eBooks, soft-copy guides, or services supplied electronically. Refunds may be limited once the product has been supplied, accessed, downloaded, opened, or sent, especially where the product is a book, eBook, soft-copy educational resource, personalised product, or a service that has already begun with the customer’s consent. Nothing in this policy is intended to remove any consumer rights that cannot legally be excluded.

 

7. Technical problems

If you cannot open or access a file, please contact us before requesting a refund. We may be able to assist by: resending the file; sending the file to an alternative e-mail address or WhatsApp number; providing a different file format, where available; guiding you on how to open the file; replacing a faulty file. A refund will usually only be considered if we cannot provide a working product or reasonable solution.

 

8. How to request a refund

To request a refund, please contact us with the following information: your full name; e-mail address used for the order; WhatsApp number used for the order; order number or proof of payment; product purchased; date of purchase; reason for the refund request; screenshots or supporting information, if relevant.

Send refund requests to:

E-mail: hello@examsurvival.co.za
WhatsApp: +27(0)63 568 5801 

 

9. Timeframe for refund requests

Refund requests should be made as soon as possible after purchase, preferably within 7 days of the purchase or delivery date. Requests made after this period may still be considered where required by law, where the product is defective, or where there is another valid reason.

 

10. Refund processing

If your refund is approved, we will process it using the original payment method where possible. Refunds may take time to reflect depending on the payment provider, bank, card issuer, or payment platform. We aim to process approved refunds within 5 to 10 business days, where possible. Where South African law requires a different period, the legally required period will apply.

 

11. Exchanges and credits

Instead of a refund, we may offer an exchange, replacement, or store credit where appropriate. This may apply where: the wrong product was selected; a similar product is more suitable; the customer needs another grade, subject, or term; a technical issue can be resolved by providing an alternative file.

 

12. Chargebacks and payment disputes

If you have a problem with your order, please contact us first so we can try to resolve it. Where a chargeback or payment dispute is lodged after the product has been delivered, we may provide proof of delivery, communication records, and product access records to the payment provider.

 

13. Abuse of the refund process

We reserve the right to refuse refund requests where there is evidence of abuse, fraud, unauthorised sharing, repeated downloading and refunding, resale, or bad-faith conduct.

 

14. Contact us

For refund requests or support, please contact:

Exam Survival
E-mail: hello@examsurvival.co.za
WhatsApp / Telephone: 063 568 5801
Website: www.examsurvival.co.za