Refunds Policy

You bought from the shop, not from NeedEverything. The shop chose the product, set the price, took your money into its own account and owes you the delivery. We make the software the shop runs on. We are not the seller, not the merchant of record, and not a party to your purchase.

That is not a technicality to dodge responsibility — it is where the money physically is. A shopper’s payment goes from them to the shop’s own payment gateway account. We hold no escrow, no wallet and no float, we take no cut on the way past, and there is nothing in our systems that could pay money out to anybody.

Each shop sets its own terms for returns, cancellations, faulty goods and change of mind. We do not write them, approve them or enforce them. A shop may be stricter or more generous than the next one.

Ask the shop. Reply in the same chat you bought through — the whole conversation, your order and the payment are already there in front of them. That is the fastest route to a refund by a wide margin.

Honestly, so nobody waits on something that is not coming:

What we do

• We keep the record. The conversation, the order, the payment, every refund and every dispute are stored and dated, so neither side has to rely on memory.
• We record a chargeback when a gateway or bank tells us one happened, and show it to the shop.
• We can close a shop’s downloads, unpublish it, or suspend it where it is breaking our terms — see what suspends a shop in the terms.
• Where a shop asks us to, we pass on a privacy or information request and help them answer it.

What we cannot do

• We cannot refund you. We have never held your money and cannot move it.
• We cannot order a shop to refund you. We are not an arbitrator, an ombud or a court, and we do not decide who is right about a purchase.
• We cannot reverse a payment at a gateway that is not ours.
• Suspending a shop does not get you money back. It stops the shop trading; it does not move funds.

Where to go instead. Your rights against the seller under the Consumer Protection Act are real and are against them, not us. Your bank or card issuer has its own chargeback process. Both are open to you whatever a shop says.

If a shop on this platform is behaving badly, tell us anyway. We cannot get your money back, but we can stop it happening to the next person.

When a sale is fully refunded, access to the digital files in it closes immediately. When it is only partly refunded, access stays open: on a mixed order the refund is usually for the physical half, and pulling a file the buyer did pay for would be wrong. A seller who does mean to withdraw it can revoke access themselves.

Each purchase allows a limited number of downloads. A seller can reset that for you if you have run out for an honest reason, and only they can.

Yes, refunds credit commission. When you refund a customer, the commission we charged you on the refunded part comes back to you. You are never left paying us a fee on a sale that was undone.

The exact rule, because the exact rule is what you can check against your statement:

• Only a completed refund counts. A refund that is pending or still processing, and one that failed, credits nothing. A claim on the future is not money that has gone.
• The credit is on the goods share. A refund comes out of the total your customer paid, which included delivery and, if you are registered, VAT. We take the refund’s proportion of the order and apply the same rule the charge used — the same delivery allowance, VAT out if you are registered — so the credit matches the base we billed. If part of an order’s delivery was billed, that part is credited back too.
• A full refund gives back exactly what was charged. Refund a whole order and the credit equals that order’s commission to the cent, at the rate it was charged at. Partial refunds credit their proportion, and a second or third partial refund is worked out on the running total so repeated rounding cannot cost you cents.
• It lands in the month the refund completed, not the month of the sale. If we have already billed you for that sale, the credit appears as its own dated line on your next statement. We do not reopen a bill that is settled.
• A chargeback credits the same way, as does a refund you tell us you paid some other way. A refund you declare yourself is recorded as declared by you rather than confirmed by a gateway, and is shown that way on your statement.
• Credits reduce a bill; they never become a payment to you. If a month’s refunds beat its sales, the surplus carries forward and reduces your next bill. We never pay commission out, because we never held the sale money in the first place.

Every charge and every credit is a line on your statement naming the order it came from and the rate applied, so any figure here can be checked against the orders behind it.

• Not pro-rated, not refunded for part of a month. A plan is charged for the month it covers. If you cancel, your plan runs to the end of the month you have already paid for and then stops — you keep the month you bought.
• A trial costs nothing, so there is nothing to refund if you stop during it.
• Upgrading takes effect when you pay for it. Downgrading takes effect on your next billing month — we do not refund the difference for a month already running.
• If we end your plan without a reason under the suspension clause in the terms, we refund the unused part of a plan month you have already paid for.

Tell us and we will fix it. Depending on what went wrong, the fix is either an adjustment on your commission ledger — a dated line of its own, so the correction is visible rather than hidden in a total — or a refund of the payment we took, back to the card we took it from.

Check your statement. Every line shows the order and the rate it came from, and a figure that cannot be explained from the orders behind it is a figure we want to hear about.

A credit lowers what you owe; it does not postpone the rest. If a bill stays unpaid, the steps in the billing section of the terms still run: a notice, then no new products, services or team members, and 30 days past due, no new online payments at your checkout.

We can change these documents. Our plan prices and our commission rate are what they are today and we can change them at any time.

When we change anything here, we bump the version at the top of the page, put a notice in your dashboard and email your store’s contact address before the change takes effect. Carrying on using NeedEverything after that date is how you accept the change. If you would rather not, cancel your plan before the date and you will not be charged the new price.

A change never runs backwards. A billing month that has already closed keeps the price and the commission rate that were in force while it was open, because both are written onto the bill when it is worked out and nothing recalculates them afterwards.

Your rights under POPIA — South Africa’s Protection of Personal Information Act — and your right to complain to the Information Regulator are not ours to change, and nothing we publish here narrows them. See the privacy policy for what those rights are and how to use them.