1. Introduction
This Returns and Refunds Policy sets out the terms under which Learna™ processes refund requests for its products and services. This policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and applies to all customers purchasing products or services from Learna™.
We are committed to delivering quality products and services. If you are dissatisfied with a purchase, please contact us at hello@learna.co.za and we will do our best to resolve the matter fairly and promptly.
2. General principles
All refund requests must be submitted in writing to hello@learna.co.za and must include:
- Your full name and contact details
- Your order or invoice reference number
- A clear description of the reason for the refund request
- Any supporting documentation or evidence where applicable
We will acknowledge receipt of your request within 2 business days and aim to resolve the matter within 10 business days. Where a refund is approved, payment will be processed within 7 business days of approval via the original payment method where possible.
3. Family and teacher subscriptions
Family and teacher plans are digital subscription services. Access to Campus, spaces and courses is provisioned when payment is confirmed.
- You may pause or cancel on My Account u2192 Subscriptions. Cancel stops future PayFast charges. Access ends when the subscription is no longer active.
- Cancellations take effect at the end of the current billing period unless we agree otherwise. No automatic pro-rata refund is available for the unused portion of a paid month or year once Campus access has been used.
- If you have not accessed Campus or course content, you may request a full refund within 5 business days of purchase.
4. Software licences
Where we resell third-party software licences, refunds are subject to the refund policy of the original vendor. We will assist you in submitting a request to that vendor where applicable. Where a licence key has been issued and activated, the licence is considered consumed unless the vendor’s policy or a material defect provides otherwise.
5. Courses and Campus content
- Full refund — available if requested within 5 business days of purchase and the relevant course or Campus grade content has not yet been accessed.
- Partial refund — available if requested within 7 days of purchase and less than 10% of the relevant course content has been completed. The refund will be calculated on a pro-rata basis relative to the portion not yet accessed.
- No refund — once 10% or more of the relevant course has been completed, or after 7 days from the date of purchase, whichever occurs first, except where the CPA requires a remedy for a defective service.
Course completion percentage is determined by our learning platform and is considered conclusive for the purposes of this policy. Refunds are not available for plans purchased at a promotional or discounted rate unless the service is found to be materially defective or misrepresented.
6. Recurring billing
Recurring subscription charges are processed by PayFast. Hosting of your Campus access is provisioned immediately upon payment. Domain registration, if ever sold, cannot be refunded once registered with a registry.
7. Teacher Directory listings
Application review and listing services that have been fully rendered are not refundable except where the service is defective or was not provided. Police-clearance and verification work that has commenced is treated as work already performed.
8. Direct marketing and cooling-off period
In accordance with Section 16 of the Consumer Protection Act 68 of 2008, where a purchase is made as a result of direct marketing, you have the right to cancel the transaction within 5 business days of the later of the date of the transaction or the date of delivery, without penalty or reason.
To exercise your cooling-off right, notify us in writing at hello@learna.co.za within the 5-day period. Any amounts paid will be refunded within 15 business days of cancellation, less any direct costs incurred in delivering the product or service prior to cancellation.
9. Defective products or services
If any product or service supplied by Learna™ is found to be defective, not fit for purpose, or materially different from what was described at the time of purchase, you are entitled to the remedies provided under the Consumer Protection Act 68 of 2008, including repair, replacement, or refund as appropriate. Contact hello@learna.co.za with full details. We will investigate and respond within 5 business days.
10. Exclusions
The following are not eligible for refunds except where the CPA requires otherwise:
- Services that have been fully rendered and accepted
- Domain registrations and renewals
- Third-party software licences that have been activated, subject to the vendor’s policy
- Course or Campus content where more than 10% has been completed or 7 days have elapsed since purchase
- Promotional or discounted purchases, unless the product or service is defective
11. Governing law
This policy is governed by the laws of the Republic of South Africa. Any disputes arising from or related to a refund request that cannot be resolved directly with us may be referred to the National Consumer Commission or a competent South African court with jurisdiction over the matter.
12. Updates to this policy
We reserve the right to update this policy at any time. The last-reviewed date on this document will reflect the date of the most recent revision. Continued use of this website or purchase of any product or service following an update constitutes acceptance of the revised policy.