Refund Policy

Introduction

This Refund Policy outlines the terms and conditions under which Koonection (PTY) Ltd (Registration Number: 2024/420393/07) ("Koonection," "we," "us," or "our") processes refunds for our educational management services. This policy aims to provide clear guidelines while ensuring compliance with the Consumer Protection Act of South Africa and other applicable laws.

This policy should be read in conjunction with our Terms of Use, Privacy Policy, and Cancellation Policy.

Trial Period Terms

We provide new subscribers with a 30-day trial period to evaluate our services. During this period:

• Subscribers have full access to all service features without any payment requirement.
• Users may cancel their trial at any time during this period without incurring any charges or obligations.
• We do not automatically convert trials to paid subscriptions without explicit confirmation from the account administrator.

Consumer Protection and Cooling-Off Period

In accordance with the Consumer Protection Act of South Africa, we provide a cooling-off period of five business days following subscription activation. During this period:

• Subscribers may cancel their subscription without penalty and without providing a reason for cancellation.
• We process all qualifying refunds within 15 business days of receiving the cancellation notice.
• Refunds are returned to the original payment method used for the subscription.

Standard Subscription Cancellations

Subscribers may cancel their subscription at any time through their account settings or by contacting our support team. Upon cancellation:

• Service access continues until the end of the current billing period.
• We do not provide partial refunds for unused portions of billing periods.

This approach ensures clear billing cycles and transparent service delivery.

Payment Issues and Service Continuation

When we encounter payment processing issues, we implement a structured resolution process:

Notification

We notify the account administrator immediately via email and provide a three-business-day grace period during which full service access continues.

Grace Period Resolution

Administrators can resolve payment method issues without service interruption during this time.

Service Suspension

If payment issues remain unresolved after the grace period, we may temporarily suspend service access. During any suspension period:

• We securely maintain all data.
• Service access resumes automatically within one business hour of successful payment processing.
• We do not provide refunds for service interruptions resulting from payment-related suspensions.

Exceptional Circumstances

We recognize that extraordinary circumstances may occasionally warrant consideration outside our standard refund terms. We evaluate these situations individually, considering factors such as:

• Service Availability: Cases where technical issues prevent access to essential service functions for extended periods despite valid subscription status.
• Implementation Challenges: Situations where documented technical issues materially prevent successful service implementation during initial setup.
• Regulatory Requirements: Cases where refunds become necessary due to changes in educational regulations or legal requirements affecting service provision.

Refund Processing and Documentation

When we approve a refund, we initiate processing within two business days and:

• Send confirmation details via email.
• Return refunds to the original payment method used for subscription payment.

Processing times typically range from 5 to 15 business days, depending on the payment provider's processes. All refunds are processed in South African Rand (ZAR).

We provide formal documentation for all processed refunds, including:

• Refund amount.
• Reason for the refund.
• Processing date.

This documentation supports transparent record-keeping and meets standard accounting requirements.

Disputes and Escalation

If your refund request is denied and you believe the decision is incorrect, you may escalate the matter through the following process:

• Step 1 - Internal Review: Reply to the refund decision email requesting a review. A senior team member will reassess your case within five business days.
• Step 2 - Formal Complaint: If you remain unsatisfied after the internal review, submit a formal written complaint to info@koonection.co.za. We will respond within ten business days.
• Step 3 - External Resolution: If the matter is not resolved to your satisfaction, you may lodge a complaint with the National Consumer Commission or pursue any remedies available under the Consumer Protection Act of South Africa.

Contact Information

For all refund-related inquiries, please contact us at:

Our support team responds to all refund-related communications within two to five business days. When submitting refund requests, please include:

• Your school's name.
• Account identifier.
• Any relevant supporting documentation to expedite the review process.