Refund Policy

In short

• Files are delivered instantly and cannot be returned, so a completed purchase is not refundable because you changed your mind or chose the wrong file.
• We do refund when the file we supplied is faulty or does not match its listing and we cannot put it right, when you were charged twice for the same order, or when you paid but the file could not be delivered.
• Unpaid orders cost nothing and can be deleted from My Orders at any time.
• Email support@sgofrf.com with your order number before disputing a payment with your bank.

Downloads cannot be returned

Each file is a digital product. As soon as the payment provider confirms your payment, the file is available for download from your order page and we email you a link to it. Unlike a physical product, a download cannot be handed back, and once it has been made available we cannot know whether it has been copied.

For that reason, by paying for an order you expressly agree that delivery begins immediately, and you acknowledge that you lose any right to cancel or withdraw from the purchase once the download is available. This reflects section 42(2) of the Electronic Communications and Transactions Act of South Africa and the consumer rules on digital content in the European Union and the United Kingdom.

Check before you buy

Every listing shows the software part number, software version and component from the file name, and the tool the file is for: ODIS Engineering for SGO files, ODIS Service for FRF files and VAS-PC for SOX files. Compare these with the control unit identification that ODIS or VCDS reports before you buy. The vehicle and control unit descriptions on a listing are decoded from the part number and are a guide only; the part number, version and component are what count.

If you are not sure which file you need, email us the software part number, version and component your control unit reports, together with the file you are looking at, and we will do our best to help before you buy.

Unpaid orders

Clicking Buy now creates a pending order. No money is taken until you complete the payment, so there is nothing to refund. You can delete a pending order from My Orders at any time. If a payment attempt fails, no money is taken and the order simply stays pending until you pay it or delete it.

When we do refund

We will replace the file or refund the order in these cases:

• The file is faulty. It will not download, is incomplete, or the correct tool rejects it as corrupt, and we cannot supply a working copy.
• The file does not match its listing. The software part number, version or component of the file differ from what the listing said, and we cannot supply the file that was listed.
• You were charged more than once for the same order. We refund every duplicate charge.
• You paid but the order was not delivered. The payment was taken but the order never became available for download, and we cannot fix it within a reasonable time.
• We cancelled the order. For example because of a pricing error or because the file was withdrawn.

Tell us as soon as you notice a problem, ideally within 14 days of the purchase, so that we can look into it while the details are fresh. We may ask for the error message the tool shows or a screenshot. Where a working copy or the correct file can be supplied, we will do that first.

What is not covered

We do not refund a completed purchase because:

• you bought the wrong file, for example a different version, component or part number from the one your control unit needs, or an SGO file when you work with ODIS Service;
• you changed your mind or no longer need the file;
• the file did not solve the fault you were trying to fix. A flash file is not a diagnosis;
• the flash failed or damaged the control unit or vehicle. Files are used entirely at your own risk, as our Terms of Service explain, and the outcome depends on your tools, interface, power supply and procedure;
• you do not have the diagnostic software, licence, interface or skills needed to use the file; or
• your bank or card issuer charged fees or applied an exchange rate you did not expect.

Any refund outside this policy is at our sole discretion and does not oblige us to refund in a similar case again.

How to ask for a refund

1. Email support@sgofrf.com from the email address on your account.
2. Include the order number. It starts with SF- and is shown in My Orders and in your confirmation email.
3. Describe the problem and attach any error message or screenshot.

We reply within three business days. We may ask for more details or offer a replacement file before refunding.

How refunds are paid

Approved refunds go back to the original payment method through the provider that took the payment, Stripe or PayFast. We cannot refund to a different card or account. Once we have issued the refund it usually shows within 5 to 10 business days, depending on your bank. If your bank converted the payment, the amount you get back in your own currency may differ slightly from what you paid because of exchange-rate movements and bank fees, which we cannot control.

When an order is refunded, the download for it is switched off in your account, and you must delete any copy of the file you already have.

Payment disputes and chargebacks

If you dispute a payment with your bank or card issuer without contacting us first, we will give the payment provider the order and delivery details, and we may suspend your account while the dispute is open. Please contact us first: almost every problem is quicker to solve directly.

Your statutory rights

Nothing in this policy limits the rights you have under the Consumer Protection Act and the Electronic Communications and Transactions Act of South Africa, or under the consumer law of the country you live in. Where those laws give you more than this policy does, they apply.

Contact

Refund requests and questions go to support@sgofrf.com.