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Effective 1 October 2026

REFUND POLICY

Tutor ya Rena — Your Maths and Science Tutor · NTSWAKAZA HOLDINGS (PTY) LTD

This Refund Policy takes effect on 1 October 2026 and replaces every version published before that date.

  1. About this policy

    1. Status: This policy forms part of the Terms and Conditions of Use, and a word defined there has the same meaning here.

  2. When a refund is due

    1. These rights come first: Nothing in this policy limits a right or remedy that cannot be limited or excluded by law.

    2. You cancel within the cooling-off period: NTSWAKAZA must refund every payment within 30 days.

    3. You were charged twice, or charged in error: NTSWAKAZA must refund the duplicate or erroneous amount in full.

    4. NTSWAKAZA changes or withdraws your plan during a billing period: Where a change materially reduces the features of the Paid Plan you are paying for, you may cancel and NTSWAKAZA must refund the fees you have paid for the remainder of that billing period.

    5. NTSWAKAZA suspends or ends your access without cause: Where NTSWAKAZA suspends or ends your access for a reason other than your breach or your non-payment, it must refund the fees you have paid for the part of the billing period during which you had no access.

    6. The Service does not do what it is described as doing: If the Service materially fails to conform to the way it is described, and NTSWAKAZA does not remedy that within 30 days after you tell it, you may cancel the Paid Plan and NTSWAKAZA must refund the fees you have paid for the unused part of the billing period.

    7. A force majeure event ends the agreement: Where the Terms and Conditions of Use are ended because an event beyond NTSWAKAZA's reasonable control has continued for 30 days, NTSWAKAZA must refund the fees paid in advance for the Service not provided.

  3. When a refund is not due

    1. This Article is subject to your statutory rights: Nothing in this Article applies to the extent that a law gives you a refund that cannot be limited or excluded.

    2. You simply stop using the Service: If you stop using the Service during a billing period you have paid for, no refund is due for the unused part.

    3. You move to a cheaper plan: A move to a cheaper plan takes effect at the end of the billing period in which you ask for it. The difference for that billing period is not refunded.

    4. Your access is suspended for your breach or your non-payment: No refund is due for a period during which your access was suspended for a reason set out in the Terms and Conditions of Use.

  4. How to ask for a refund

    1. Cancelling is a different thing: Asking for a refund does not cancel a Paid Plan, and cancelling a Paid Plan does not by itself entitle you to a refund.

    2. Where to write: Send your request to support@ntswakazah.co.za. Tell NTSWAKAZA the plan, the amount, the date of the charge and why you say a refund is due.

    3. How long NTSWAKAZA takes to decide: NTSWAKAZA must consider your request and tell you the outcome, with reasons, within 10 Business Days after it receives the request.

    4. How a refund is paid: NTSWAKAZA must refund through the payment method you used, unless that is not reasonably practicable, within 10 Business Days after it decides the request.

    5. If NTSWAKAZA refuses: NTSWAKAZA must give you reasons in writing. You may then use the Dispute Resolution clause of the Terms and Conditions of Use, or any remedy the Consumer Protection Act gives you, including a referral to the National Consumer Commission, an accredited ombud, a consumer court or a court.