Customer Satisfaction

Are you happy with this refund policy?
Terms and Conditions PDF Print E-mail
Since is offering non-tangible irrevocable goods we do not issue refunds once the order is accomplished and the product is delivered. As a customer you are responsible for understanding this upon purchasing a license for our site features. Please do not purchase a license if you are not satisfied with the service description as found on this website.

However, we realize that exceptional circumstance can take place with regard to the character of the product we supply.

Therefore, we DO honor requests for the refund on the following reasons:
  • non-delivery of the product: if the website malfunctions and you do not receive sufficient help from support;
  • irreparable defects: although all the products are thoroughly tested before release, unexpected errors may occur. This reason should be submitted to our Support Team for approval;
  • product not-as-described: you feel that the product is not as it was described. A request based on this reason is satisfied on a case by case basis in agreement of both parties concerned. You have 24 hours from taking delivery of the manual (digital download) within which to request this refund. If after 24 hours of a customer having taken delivery we do not receive such a request, the product will be considered satisfactory.
Please note that our back-office systems accurately reflect successful downloads and page views. These records will be provided to prove page views and downloads in any case where a customer disputes that he/she did not download or view a product when the system reflects to the contrary.


When sending your manual via courier, email or any other means, using the PaiaBuilder website, we will not be held responsible for the misplacement, failure to acknowledge receipt or change requests on the part of the South African Human Rights Commission (or any relevant government department or any other intended recipient). The service is built on information from the documents supplied by the SAHRC, the guide to the act published in the government gazette, and the Promotion of Access to Information Act itself. We make every effort to adapt the service to any changes in legislation or based on the preferences of the various government departments involved, but we shall not be held liable for any damages or costs resulting from incorrect content or format in the manual we generate. We will however fix any point inside your respective manual(s), if within our means, that is considered non-compliant with the Promotion of Access to Information Act at no cost to the end user (owner of the PaiaBuilder user account). PaiaBuilder exists purely to save you time and money by generating a manual that you can use in order to comply with the Promotion of Access to Information Act; All related services provided on the PaiaBuilder website are provided for your convenience, and using them is not to be confused with communicating directly with the SAHRC or any third party. PaiaBuilder will under no circumstances be held liable for any penalties imposed by the SAHRC or other government department for any reason whatsoever. We make every effort to deliver manuals on request, however due to potential systems failures, potential communication failures and potential human error, it remains your responsibility to ensure and/or confirm that your manual arrives. Contact details and other guidelines for the SAHRC can be found at

Contact us

Remember that our Support Team is ready to provide you with timely and efficient assistance. Be sure that we will find the best convenient solution for your query. We will gladly review your problems per your contacting us via the Customer Service page.