Refund Policy

    Last updated: 30 July 2026

    Brainy X supplies downloadable digital educational products.

    Because these products are delivered electronically and may be accessed or downloaded shortly after successful payment, they cannot ordinarily be returned in the same manner as physical products.

    This Refund Policy explains when refunds, replacements, exchanges, credits or other remedies may be available.

    Nothing in this Refund Policy limits or excludes any consumer right or remedy that may not lawfully be limited or excluded under South African law.

    1. Supplier Information

    Trading name: Brainy X
    Legal owner and status: Yvette Conradie, a sole proprietor trading as Brainy X
    Website: brainy-x.com
    Email: sales@brainy-x.com
    Telephone and WhatsApp: +27 69 412 0742
    Physical address: 15 Reinette Street, The Reeds, Centurion, 0158, South Africa

    2. Products Covered by This Policy

    This Refund Policy applies to downloadable digital educational products sold by Brainy X, including educational summaries and other printable digital resources.

    Products may be selected according to:

    • grade;
    • subject;
    • textbook;
    • school term or quarter;
    • language; and
    • curriculum or syllabus.

    No physical products are shipped.

    Free videos or other free educational content made available through the Brainy X website, YouTube channel or another platform are not purchases and are therefore not covered by this Refund Policy.

    3. General Refund Position

    Except where applicable law provides otherwise, Brainy X does not generally provide change-of-mind refunds after:

    • a download link has been issued;
    • a digital file has been delivered;
    • the product has been downloaded;
    • the file has been opened or used; or
    • the customer has otherwise received access to the purchased product.

    This is because a digital product cannot ordinarily be returned once it has been supplied, accessed, copied or downloaded.

    A customer who wishes to request cancellation before a product has been delivered, accessed or downloaded should contact Brainy X immediately. Brainy X will consider the request in accordance with the circumstances and applicable law.

    4. Statutory Consumer Rights

    This Refund Policy does not remove or restrict any rights that a customer may have under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law.

    Where a statutory cooling-off, cancellation, refund, replacement or other remedy applies, Brainy X will honour that right.

    Certain electronic transactions may be excluded from statutory cooling-off rights because of the nature of the goods or services supplied. The application of any statutory right will depend on the facts of the transaction and the applicable law.

    5. When a Refund or Other Remedy May Be Available

    Brainy X will investigate a request where:

    • the purchased product was not delivered;
    • a download link does not work;
    • the supplied file is corrupted;
    • the file cannot reasonably be opened despite the customer using suitable software and a compatible device;
    • Brainy X supplied a product different from the product ordered;
    • the supplied product is materially different from its description or preview;
    • a duplicate payment was made;
    • an incorrect amount was charged;
    • payment was completed but the order was not properly recorded;
    • Brainy X is unable to supply the purchased product; or
    • another verified technical, payment or order-related problem occurred.

    Depending on the circumstances and applicable law, Brainy X may provide one or more of the following remedies:

    • technical assistance;
    • a replacement download link;
    • a corrected or replacement file;
    • delivery of the product originally ordered;
    • an exchange for the correct product;
    • store credit, where agreed;
    • a partial refund;
    • a full refund; or
    • another reasonable remedy.

    6. Product Not Received

    Digital delivery normally takes place shortly after successful payment.

    If the customer does not receive an order confirmation or download link, the customer should first:

    • check the spam or junk-mail folder;
    • confirm that the correct email address was used;
    • confirm that payment was successfully completed; and
    • check whether the email inbox is full or blocking automated emails.

    If the product is still not available, the customer must contact Brainy X as soon as reasonably possible.

    Where payment has been confirmed, Brainy X will use reasonable efforts to provide the purchased product through a replacement download link, email or another appropriate electronic method.

    If Brainy X is unable to supply the purchased product, an appropriate replacement or refund will be provided in accordance with applicable law.

    7. Defective, Corrupted or Inaccessible Files

    If a supplied file is corrupted, incomplete or cannot reasonably be opened, the customer must contact Brainy X and provide enough information for the problem to be investigated.

    Brainy X may ask the customer to:

    • describe the problem;
    • provide a screenshot or error message;
    • confirm the device and software being used;
    • try a replacement download link; or
    • try opening the file using suitable PDF software or another compatible device.

    Where the file itself is defective, Brainy X will provide a corrected or replacement file where reasonably possible.

    If the defect cannot reasonably be corrected and the customer is entitled to a refund or other remedy under applicable law, Brainy X will provide the appropriate remedy.

    A problem caused solely by incompatible customer software, an unsupported device, printer settings or a customer’s internet connection does not automatically entitle the customer to a refund. Brainy X will nevertheless use reasonable efforts to assist.

    8. Incorrect Product Supplied by Brainy X

    If Brainy X supplies a product different from the product stated in the customer’s completed order, the customer must contact Brainy X as soon as reasonably possible.

    Once the order has been verified, Brainy X will provide the correct product or another appropriate remedy.

    The customer should not share, distribute or continue using a product that was supplied in error.

    9. Customer Selected the Wrong Product

    Customers are responsible for checking the selected:

    • grade;
    • subject;
    • textbook;
    • term or quarter;
    • language; and
    • other product details

    before submitting an order and making payment.

    Where a customer accidentally purchases the wrong product, Brainy X will use reasonable efforts to assist.

    Depending on the circumstances, Brainy X may consider:

    • helping the customer locate the correct product;
    • replacing the download link;
    • exchanging the product;
    • offering a credit;
    • requiring payment of any price difference; or
    • providing another reasonable solution.

    Assistance in these circumstances does not automatically guarantee a refund, exchange, credit or free replacement.

    Brainy X may consider:

    • whether the incorrect product has already been downloaded;
    • whether the file has been opened, used, copied or shared;
    • how soon the customer reported the mistake;
    • whether the correct product is available;
    • whether the products have the same price; and
    • the circumstances surrounding the purchase.

    Nothing in this section limits any statutory right that may apply.

    10. Duplicate Payments

    A customer who believes that the same order or payment was processed more than once must contact Brainy X as soon as possible.

    The customer may be asked to provide:

    • the order number;
    • the name of the customer;
    • the email address used for the order;
    • the date of payment;
    • the amount paid;
    • proof of payment; and
    • the PayFast or bank transaction references.

    Once a duplicate payment has been verified, Brainy X will arrange an appropriate refund of the duplicated amount.

    11. Incorrect Charges

    If a customer believes that an incorrect amount was charged, the customer must contact Brainy X as soon as possible.

    Brainy X will compare the amount paid with the completed order and the payment records.

    Where an overcharge or incorrect charge is verified, Brainy X will correct the order and refund the amount that was incorrectly charged.

    12. Product Unavailable After Payment

    If Brainy X is unable to supply a purchased product after payment has been received, the customer will be notified as soon as reasonably possible.

    Depending on the circumstances and the customer’s rights under applicable law, Brainy X may offer:

    • the correct product;
    • a comparable replacement product;
    • an exchange;
    • store credit, where the customer agrees; or
    • a refund.

    A customer will not be required to accept store credit instead of a refund where applicable law entitles the customer to a refund.

    13. Material Errors in a Product

    Brainy X takes reasonable care when preparing educational products.

    If a customer identifies a possible material error, the customer should contact Brainy X and provide:

    • the product name;
    • the relevant page number;
    • a description of the possible error; and
    • a screenshot, where helpful.

    Brainy X will investigate the reported issue.

    Where a material error is confirmed, Brainy X may:

    • provide a corrected page;
    • provide an updated file;
    • replace the product;
    • provide a partial or full refund where appropriate; or
    • offer another remedy required by applicable law.

    Minor spelling, formatting, layout or typographical differences that do not materially affect the educational use of the product do not automatically entitle the customer to a refund. Brainy X may nevertheless correct such issues in a future version.

    14. Change of Mind

    Except where a statutory cooling-off or cancellation right applies, Brainy X does not generally provide refunds where a customer:

    • changes their mind after receiving or downloading the product;
    • decides that they no longer need the product;
    • finds that they already own similar material;
    • does not use the product;
    • later finds another product or resource that they prefer; or
    • expected content that was not included in the product description or available preview.

    Customers are encouraged to review the product description and available samples before placing an order.

    15. Cancellations

    An unpaid or incomplete order may be abandoned or cancelled before payment is completed.

    After payment, a customer should contact Brainy X immediately if cancellation is requested.

    Except where applicable law provides otherwise, cancellation is generally not available after:

    • the digital product has been delivered;
    • a download link has been made available;
    • the product has been downloaded; or
    • the customer has otherwise accessed the product.

    16. How to Report a Problem or Request a Refund

    A customer must contact Brainy X as soon as reasonably possible after discovering a problem.

    Please provide:

    • the customer’s full name;
    • the email address used for the order;
    • the order number, where available;
    • the name of the product purchased;
    • the date of purchase;
    • a clear description of the problem;
    • screenshots or error messages, where relevant; and
    • proof of payment, if requested.

    Refund and order-related requests must be sent to:

    Email: sales@brainy-x.com
    Telephone and WhatsApp: +27 69 412 0742

    17. Investigation of Requests

    Brainy X may investigate a refund or remedy request by reviewing:

    • the completed order;
    • payment records;
    • the email address used for the order;
    • download and delivery records;
    • the product supplied;
    • customer correspondence;
    • screenshots and error messages;
    • whether the file has already been accessed or downloaded; and
    • any other relevant information.

    The customer may be asked to provide additional information reasonably required to verify the request.

    Brainy X will use reasonable efforts to investigate and respond within a reasonable period.

    18. Refund Decisions

    Refund and remedy requests are considered individually.

    Brainy X may consider:

    • the reason for the request;
    • the nature of the product;
    • whether the product was delivered;
    • whether the product was downloaded, accessed, used or shared;
    • the available evidence;
    • the date on which the problem was reported;
    • whether the problem can reasonably be corrected;
    • the conduct of the customer and Brainy X; and
    • applicable South African law.

    A refund may be granted at Brainy X’s discretion where no statutory refund right applies.

    A discretionary refund, exchange or credit in one matter does not create an obligation to provide the same remedy in another matter.

    Nothing in this section permits Brainy X to refuse a refund or other remedy where one is required by law.

    19. Approved Refunds

    Where a refund is approved, Brainy X will process it through:

    • the original payment method or payment channel, where reasonably possible; or
    • another appropriate method agreed with the customer.

    The customer may be required to provide information reasonably necessary to process the refund.

    The time taken for a refund to reflect may depend on:

    • PayFast;
    • the customer’s bank;
    • the original payment method; and
    • normal banking and payment-processing timeframes.

    Brainy X is not responsible for delays caused solely by a bank or payment provider after Brainy X has correctly submitted the approved refund.

    20. Store Credit and Exchanges

    Where no statutory refund right applies, Brainy X may offer an exchange or store credit as a discretionary remedy.

    Store credit or an exchange will be provided only where accepted by the customer.

    Where the replacement product costs more than the original product, the customer may be required to pay the difference.

    Where the replacement product costs less than the original product, Brainy X may provide an appropriate credit or refund of the difference, depending on the circumstances.

    21. Abuse of the Refund Process

    Brainy X may refuse a discretionary refund, exchange or credit where there is reasonable evidence that:

    • the product was downloaded and then falsely reported as undelivered;
    • the file was shared, distributed or resold;
    • the customer supplied false or misleading information;
    • the request forms part of fraudulent or abusive conduct; or
    • the customer is attempting to obtain products without payment.

    This section does not remove any remedy to which a customer is legally entitled.

    22. Changes to This Refund Policy

    Brainy X may update this Refund Policy where necessary because of changes to:

    • the website;
    • products;
    • payment methods;
    • delivery methods;
    • business operations; or
    • applicable legal requirements.

    The latest version published on the Brainy X website will apply to future purchases and refund requests.

    The date at the top of this policy indicates when it was last updated.

    23. Contact Details

    For refund, delivery, payment or order-related enquiries, contact:

    Brainy X
    Yvette Conradie, a sole proprietor trading as Brainy X
    Email: sales@brainy-x.com
    Telephone and WhatsApp: +27 69 412 0742
    Physical address: 15 Reinette Street, The Reeds, Centurion, 0158, South Africa