Refunds & Rework Policy

Full policy

1. Our standard.

Every safety file is reviewed by OHS professionals with more than 30 years of South African construction safety experience before delivery. We back that review with a written commitment: if the file we compiled is rejected by an inspector or principal contractor because of an error we made, we fix it free of charge and refund 50% of what you paid as a goodwill payment.

2. What counts as our error.

We treat the following as our error:

• A required document is missing from the file, where the scope at intake clearly required it.
• A document is materially incorrect — a wrong regulation citation, a swapped appointment letter, a clerical mistake in your company name or registration number.
• The Compliance Rationale Report references documents not present in the file, or omits documents that are present.
• The file is generic where the brief asked for site-specific language (the single most common rejection reason for template-pack files — we do not produce these).

Where any of these apply, the path is the same: send us the inspector's or principal contractor's written rejection note, the file we delivered, and the original intake email. We confirm the fault within one business day, rework the file inside the original sixty-minute window from confirmation, and pay the 50% goodwill refund within three business days of confirmation.

3. What does not count as our error.

The 50% goodwill refund does not apply where the failure is caused by:

• Scope misrepresentation at intake. If you told us the project was a single-trade fit-out and it turns out to involve excavations or work above 2m that we were not asked to cover, the file genuinely needs additional documents. We add them — but the original file was not in error.
• Post-delivery changes to the site, scope, or personnel. If you bring in a new sub-contractor or change the Construction Manager after delivery, the existing file no longer reflects reality. We update it; that update is a fresh order.
• Principal-contractor-specific requirements not disclosed at intake. Some principal contractors have private document templates beyond the OHS Act minimum. If you have such a list, share it at intake — we include it. We cannot guess at private requirements after the fact.
• Implementation on site. Missing toolbox talks, empty registers, untrained workers, or unworn PPE are implementation failures. The file documented the requirements correctly; the requirements weren't followed.
• Force majeure — events outside reasonable control (load-shedding outage affecting payment confirmation, third-party email provider outage delaying delivery beyond sixty minutes, etc.).

4. Cancellations before delivery.

You may cancel an order before we send the delivery email. Email hello@rapidsafetyfiles.co.za with your order reference. Two scenarios:

• Before we've started compiling (typically the first 5–10 minutes after payment): full refund, less any non-refundable payment-gateway charge.
• After compilation has started: we refund 50%. The other 50% covers the work-in-progress and the time of the reviewer.

5. Cancellations after delivery.

Once the file has been delivered to your email, the work is complete. The Consumer Protection Act's general 7-day cooling-off right does not apply to bespoke goods or services tailored to your specific needs (CPA §44), and a site-specific safety file is such a service. If you nonetheless think a refund is due — email us. We read every refund request and respond honestly.

6. How refunds are paid.

Refunds are processed via the same channel you paid with. Card refunds typically appear in 3–7 business days; EFT refunds the next business day. We do not refund to a different account without written verification, to prevent fraud.

7. Consumer Protection Act.

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008. If you believe a statutory right has been infringed, raise it with us first by email and, if unresolved, with the National Consumer Commission or the Consumer Goods and Services Ombud.

8. Contact.

Refund and rework queries: hello@rapidsafetyfiles.co.za. Please include your order reference and a one-line summary of the issue.

See also Terms of Service and Disclaimer.