Refund policy
RETURN AND REFUND POLICY
Last updated: 17 October 2026
1. ABOUT THIS POLICY
From My Backpack is operated by Axioma Logic (Pty) Ltd, registration number 2026/708658/07, a private company registered in South Africa.
We sell digital software products delivered electronically. No physical goods are supplied or returned by post.
This policy explains how delivery problems, defective products, duplicate payments, cancellations and refund requests are handled. Nothing in this policy limits any right or remedy that a customer has under applicable law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.
2. DIGITAL PRODUCTS
The digital download consists of Core.zip and the separate START HERE guide for your purchased tool. Your purchase activates that tool in the Core desktop application.
Because these are digital products, access or delivery may occur shortly after payment confirmation.
3. BEFORE DIGITAL ACCESS OR ACTIVATION
If you request cancellation before the customer package has been downloaded and before the purchased module has been activated, contact us as soon as possible.
Where the order has not yet been digitally delivered or activated, we will normally approve the cancellation unless delivery or performance has already begun or applicable law provides otherwise.
4. DELIVERY OR ACTIVATION PROBLEMS
Contact orders@frommybackpack.com if:
4.1 you do not receive the digital-delivery email;
4.2 the supplied download link does not work;
4.3 the purchased module does not activate using the correct Shopify order number and purchase email;
4.4 the wrong product was delivered; or
4.5 access fails because of a fault in our delivery or licensing systems.
Please provide:
4.6 your order number;
4.7 the email address used for the purchase;
4.8 the product purchased;
4.9 Windows or Mac and the step that failed; and
4.10 the exact error message shown.
Do not send bank statements, transaction exports, account credentials or other financial information. We will request a safely redacted example only if it is genuinely necessary to investigate the problem.
We will first attempt to restore delivery or correct the activation problem. If we cannot deliver the purchased product or remedy the problem within a reasonable period, we will provide an appropriate refund.
5. DEFECTIVE OR MISDESCRIBED PRODUCTS
If a product is materially defective, materially differs from its published description, or cannot perform the material function for which it was sold, contact us with a clear description of the problem.
Depending on the circumstances and applicable law, we may:
5.1 correct the problem;
5.2 restore access;
5.3 provide a replacement or corrected version; or
5.4 provide an appropriate full or partial refund.
This section does not limit any statutory right to require a repair, replacement, refund or other remedy.
6. CHANGE-OF-MIND REQUESTS
Digital products can be delivered, downloaded or activated immediately and cannot be returned in the same manner as physical products.
A change-of-mind refund is therefore not automatically available after the customer package has been downloaded or the purchased module has been activated.
However, every request will be assessed according to:
6.1 the applicable statutory cooling-off rights;
6.2 whether delivery or performance has already begun;
6.3 whether the software or customer package has been accessed, downloaded or activated;
6.4 the reason for the request; and
6.5 any other relevant circumstances.
Nothing in this clause excludes a cooling-off or cancellation right that applies under the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable law.
7. DIRECT MARKETING
If a transaction resulted from direct marketing and the Consumer Protection Act grants the customer a cooling-off right, the customer may exercise that right within the applicable statutory period by sending a clear cancellation notice to orders@frommybackpack.com.
8. ELECTRONIC-TRANSACTION COOLING-OFF RIGHTS
Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an eligible electronic transaction within the statutory period.
That right may be subject to the exclusions in section 42 of the Act, including certain transactions where services began with the consumer’s consent, products by their nature cannot be returned, or software has been accessed or unsealed.
Because the application of these provisions depends on the facts of the transaction, we will not use this policy to remove a statutory right that legally applies.
9. DUPLICATE AND UNAUTHORISED PAYMENTS
A verified duplicate payment for the same order will be refunded.
If you believe a payment was unauthorised, contact your payment provider and notify us immediately at orders@frommybackpack.com.
We may require reasonable information to verify the transaction, but we will never ask you to send a complete payment-card number, password or one-time PIN.
10. REFUNDS
Approved refunds will be submitted to the original payment method.
We aim to initiate an approved refund within 10 business days. The payment provider or customer’s bank may require additional time to complete it.
Where legislation prescribes a different deadline, the statutory deadline applies.
Payment-provider processing fees or exchange-rate differences do not reduce the customer’s statutory refund entitlement where a full refund is legally required.
11. REFUNDS FOLLOWING FRAUD, CHARGEBACKS OR LICENCE ABUSE
We may suspend digital access while investigating:
11.1 a reported unauthorised transaction;
11.2 a chargeback;
11.3 fraudulent account information;
11.4 unauthorised sharing or resale of a licence; or
11.5 other material misuse.
A suspension does not determine the final outcome of a refund or dispute and does not remove any statutory rights.
12. HOW TO REQUEST HELP OR A REFUND
Email: orders@frommybackpack.com
Include:
12.1 your Shopify order number;
12.2 the purchase email address;
12.3 the product concerned;
12.4 whether it was downloaded or activated;
12.5 the reason for the request; and
12.6 the remedy you are requesting.
We will acknowledge the request and provide the next step as soon as reasonably possible.