Last updated: 14 August 2026
1. Scope
This policy applies to downloadable digital employer toolkits purchased from EMCRO. These products are supplied electronically, usually as ZIP packages containing DOCX or other digital resources. No physical product is shipped.
This policy should be read with EMCRO’s Terms and Conditions and is subject to applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.
2. Change-of-mind requests
Because EMCRO supplies downloadable digital products and access may be provided shortly after successful payment, EMCRO does not ordinarily offer refunds solely because a customer changes their mind after the purchased digital product has been supplied or accessed, except where a cancellation, cooling-off or refund right applies under applicable South African law.
If access has not yet been supplied, EMCRO will consider a prompt change-of-mind request on its facts.
3. Accidental duplicate purchases
If you accidentally purchase the same digital product more than once, contact EMCRO as soon as reasonably possible. Please provide the order numbers, the email address used for the purchases, and the name of the duplicated product. EMCRO will verify the orders and, where they are genuine duplicate purchases, provide an appropriate remedy, which may include refunding the duplicated charge.
4. Inaccessible or failed downloads
If payment succeeded and your purchase entitlement exists, but you cannot reasonably access the purchased file because of an EMCRO delivery issue, contact EMCRO with your order number, the email address used for the purchase, the product name, and a description or screenshot of the problem.
EMCRO will investigate and, where reasonable, first restore access or re-deliver the purchased file. If EMCRO cannot provide the purchased digital product within a reasonable time, EMCRO will consider an appropriate alternative remedy, including a refund where required by applicable law.
5. Corrupted or materially defective files
If a supplied ZIP or DOCX file is corrupted, unreadable, incomplete, or materially defective, contact EMCRO and describe the problem. EMCRO may ask for information reasonably needed to reproduce or assess the issue.
Where appropriate, EMCRO may offer replacement or re-delivery of a working copy as a practical resolution. Where applicable law gives the customer a right to elect a particular remedy, that right will not be limited by this policy.
6. Incorrect product supplied
If EMCRO supplies a digital product that is materially different from the product you purchased, contact EMCRO with the relevant order and product details. EMCRO will verify the issue and, where appropriate, supply the correct product or provide another remedy, including a refund where required by applicable law.
7. Compatibility and customer software
Customers are responsible for having suitable software and a device capable of downloading, extracting, and opening standard ZIP and DOCX files. Product pages describe the relevant formats so that customers can assess compatibility before purchase.
A difficulty caused solely by missing, unsupported, or incorrectly configured customer software will not ordinarily make the supplied file defective. This clause does not apply where the file itself is corrupted, unreadable, materially defective, or incorrectly supplied.
8. Statutory consumer rights
Nothing in this policy excludes, restricts, or limits any consumer right or remedy that cannot lawfully be excluded, restricted, or limited under applicable South African law. The application of statutory cooling-off, cancellation, quality, performance, refund, or other rights depends on the facts and the applicable legislation.
9. How to request assistance
Email admin@emcro.co.za and include:
- your order number;
- the email address used for the purchase;
- the product name;
- a clear description of the issue; and
- any useful screenshot or error message.
EMCRO will assess the request and respond as soon as reasonably practicable. Submission of a request does not by itself guarantee a refund; the outcome will depend on the circumstances, this policy, and applicable law.
10. Policy status
This policy explains EMCRO’s customer-service process for digital products. It is not legal advice and does not create or represent rights beyond those provided by the purchase agreement and applicable law.