1. What you are buying
FundClear sells digital documents — funding application documents (business plans, financial projection models, compliance documents, funder-specific application packs, and related materials) that are generated to your specifications from the information in your business profile. These are custom-produced digital products, delivered electronically. We do not sell physical goods, and there is nothing to ship or return.
2. Delivery of your document
- Documents are generated and delivered digitally and instantly — usually within minutes of your payment being confirmed.
- Your document appears immediately in your account under My Orders and My Documents, where you can view it on screen and download it as a PDF.
- A confirmation email is also sent to the address on your account.
- There are no delivery fees — delivery is electronic and included in the document price.
- If your document does not appear in your account within a reasonable time after a successful payment, contact us (see section 6) and we will deliver it or refund you.
3. Cancellations
Because documents are generated instantly on payment, an order generally cannot be cancelled once generation has started. If you have paid but generation has not yet started (for example, a document type that is prepared manually), you may request a cancellation and full refund by contacting us before we begin work.
4. Refunds
When you are entitled to a refund:
- Technical failure: the document failed to generate, or was not delivered to your account, due to a fault on our side and we cannot resolve it.
- Duplicate or incorrect charge: you were charged more than once for the same order, or charged in error.
- Non-delivery: you paid but did not receive the document you ordered.
When a refund does not apply:
- After generation / change of mind: because each document is custom-generated to your specifications and made available to you immediately, we do not offer refunds simply because you changed your mind after the document has been generated and delivered. This is consistent with the exemption for made-to-order and already-supplied digital content under section 44 of the Electronic Communications and Transactions Act.
- Funder outcome: we do not refund based on a funder's decision. FundClear prepares application documents; it does not guarantee that any funder will approve your application, and funding decisions are outside our control.
- Failure to review or complete the document: our documents include clearly-marked fields and illustrative figures that you must review and complete with your own accurate information before submitting. We are not responsible for outcomes arising from unreviewed or incomplete submissions.
5. Our first remedy: free regeneration
If you are not satisfied with a generated document, you can regenerate it as many times as you need at no extra cost within the same order. Updating your business profile before regenerating produces a better result. We encourage you to use this before requesting a refund — in most cases it resolves the issue faster than a refund would.
6. How to request a refund
Email [FILL IN — support/refunds email] within [FILL IN — e.g. 7] days of your purchase, with:
- Your order number (shown on the order in your account and in your confirmation email)
- The email address on your account
- A short description of the problem
We aim to respond within [FILL IN — e.g. 2 business days]. Approved refunds are made to your original payment method and are typically processed within [FILL IN — e.g. 5–10 business days], depending on your bank and payment provider.
7. Your statutory rights
This policy does not limit any rights you have under the South African Consumer Protection Act 68 of 2008 or other applicable law. Where those laws give you a right that this policy does not, that right still applies.
8. Contact
For any refund, delivery, or cancellation question, contact us via our Contact page or at [FILL IN — support email].