Refund and cancellation policy
Last updated: 12 November 2026
This policy covers everything you can pay Moe's Network for: the SA Supplement Starter Kit (a digital download) and the manufacturer partner programme. Using the formulation builder, trends, manufacturer search and newsletter is free, so there is nothing to refund there.
1. SA Supplement Starter Kit (digital product, R299)
The Starter Kit is a digital download (guide and costing calculator) that you receive straight away after payment. Because it can't be returned once you have it:
- No refunds once the kit has been downloaded, including for change of mind.
- Faulty files are the exception. If a file is corrupt, won't open, is incomplete or isn't the product you paid for, tell us within 14 days of purchase. We'll send a working file first; if we can't fix it, you get a full refund.
- If you were charged but never received a download link, contact us and we'll send it or refund you in full.
- Approved refunds go back to the original payment method, normally within 5–10 business days depending on your bank.
How to ask: reply to your purchase receipt email, or message us on Instagram @moes_network. Include your order number and a short description or screenshot of the problem.
2. Manufacturer partner programme
Partner manufacturers buy prepaid lead credits. One credit pays for one qualified lead, priced by the brief's batch size. A qualified lead is a complete brief from a real contact who has agreed to be contacted, for a format you make, at or above your stated minimum order.
- 7-day lead guarantee. If a lead isn't qualified (for example fake or unreachable contact details, a duplicate, a format you don't make, or below your minimum order), report it within 7 days of receiving it. Once we confirm it, you get your money back for that lead, as a returned credit or a refund to your payment method, whichever you choose.
- Cancel any time. There is no monthly fee or contract term. If you leave the network, any lead credits you haven't used are refunded in full.
- Leads that met the qualified-lead criteria are not refundable after the 7-day window, and we don't refund leads because a deal wasn't won. You pay for the introduction, not the outcome.
- Vetting fee. The once-off vetting fee (waived for founding partners) pays for checking your licence and setting up your profile. It is refunded in full if we cancel your application before vetting starts.
How to ask: contact us through the email address in your partner agreement, with the lead reference and the reason. We reply within 2 business days.
3. Your rights
Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.