SYNTROLEARN CANCELLATION POLICY

LEARNING SA (PTY) LTD (Registration Number 2026/467676/07)

Last updated: 22 July 2026

This Cancellation Policy applies to all bookings, sessions, and, where applicable, subscriptions or packages arranged through the SyntroLearn website, web application, and related services (the “Platform”), owned and operated by LEARNING SA (PTY) LTD, trading as SyntroLearn (“SyntroLearn”, “we”, “us” or “our”).

This Policy should be read together with our Terms and Conditions and our Refund Policy, which are incorporated into this Policy by reference. Capitalised terms used but not defined in this Policy have the meanings given to them in our Terms and Conditions. This Policy applies to Students and Tutors alike, and is intended to set out, in clear and accessible terms, how bookings may be cancelled, the notice required, and the consequences of cancellation.

SyntroLearn operates a marketplace connecting Students with independent Tutors. Save as expressly stated in this Policy, SyntroLearn is not a party to, and does not guarantee the outcome of, any cancellation arrangement agreed between a Student and a Tutor.

1. DEFINITIONS

In this Policy, unless the context clearly indicates otherwise:

1. “Booking” means a confirmed arrangement for a Session between a Student and a Tutor, made through the Platform;
2. “Business Day” means any day other than a Saturday, Sunday, or public holiday in the Republic of South Africa;
3. “No-Show” means the failure of a Student or Tutor to attend, or to make themselves reasonably available for, a confirmed Session, without providing prior notice of cancellation in accordance with this Policy;
4. “Session” means a single tutoring lesson or engagement booked through the Platform, whether conducted in person, online, or otherwise;
5. “Subscription” means any recurring package, bundle of Sessions, or membership plan that may, now or in future, be offered through the Platform.

2. CANCELLATION OF A SESSION BY A STUDENT

A Student who wishes to cancel a confirmed Booking must do so through the cancellation function on the Platform, or by notifying SyntroLearn and the relevant Tutor directly, as soon as reasonably possible. The consequences of a Student cancellation are determined by the amount of notice given prior to the scheduled start time of the Session, as follows, unless a different arrangement has been expressly agreed in writing between the Student and the Tutor and recorded on the Platform:

1. Cancellation with 24 hours’ notice or more: the Student will be entitled to a full refund or credit of the session fee paid, at the Student’s election, in accordance with our Refund Policy;
2. Cancellation with less than 24 hours’ notice, but before the scheduled start time of the Session: the Student may be liable for a cancellation fee of up to 50% of the session fee, to compensate the Tutor for the time reserved, unless the relevant Tutor agrees to waive this fee;
3. Cancellation on or after the scheduled start time of the Session, or a No-Show by the Student: the Student will not be entitled to any refund or credit of the session fee, and the full session fee will be payable to the Tutor.

The platform or service fee retained by SyntroLearn in respect of a Booking is, save as required by law or as SyntroLearn may otherwise determine at its discretion, non-refundable once a Booking has been confirmed, regardless of when the Session is cancelled, as this fee compensates SyntroLearn for facilitating the match and processing the transaction.

3. CANCELLATION OF A SESSION BY A TUTOR

A Tutor who is unable to honour a confirmed Booking must notify the Student and SyntroLearn as soon as reasonably possible, and in any event before the scheduled start time of the Session, using the cancellation function on the Platform.

Where a Tutor cancels a confirmed Booking, or fails to attend a Session (a Tutor No-Show), the Student will be entitled to a full refund of the session fee paid, and, where applicable, the platform or service fee, in accordance with our Refund Policy. SyntroLearn reserves the right to record repeated cancellations or No-Shows by a Tutor as a breach of our Terms and Conditions, which may result in the suspension or termination of that Tutor’s account in accordance with our Terms and Conditions.

4. RESCHEDULING

Where a Student or Tutor wishes to reschedule, rather than cancel, a confirmed Booking, the parties are encouraged to agree a new date and time through the Platform’s messaging or scheduling function. A rescheduled Session that is agreed to by both parties will not attract a cancellation fee. Where the parties are unable to agree a new date and time, the original Booking will be treated as cancelled and this Policy will apply accordingly.

5. EXCEPTIONAL CIRCUMSTANCES

SyntroLearn recognises that cancellations may sometimes occur as a result of circumstances beyond a User’s reasonable control, including illness, injury, a family emergency, load-shedding, or a significant failure of internet or electricity services preventing an online Session from proceeding. Where a User is unable to provide the notice ordinarily required under this Policy due to such circumstances, SyntroLearn may, at its sole discretion and on a case-by-case basis, waive or reduce any cancellation fee that would otherwise apply, on written request and, where reasonably required, supporting evidence.

This clause does not create an entitlement to a waiver in any particular case, and SyntroLearn’s decision in this regard shall be final.

6. SUBSCRIPTIONS AND PACKAGES

Where SyntroLearn makes available a Subscription, package, or bundle of Sessions, whether now or in future, the specific cancellation terms applicable to that Subscription (including any notice period required to cancel before the next billing or renewal date) will be displayed on the Platform at the time of purchase and will apply in addition to this Policy. Unless otherwise stated, cancelling a Subscription will take effect at the end of the then-current billing period, and no partial refund will be given in respect of that period, save as required by our Refund Policy or applicable law.

7. ACCOUNT CANCELLATION

A User may close their account with SyntroLearn at any time by following the account closure process on the Platform, or by giving written notice to SyntroLearn. Closing an account will automatically cancel any future Bookings not yet commenced, which will be treated in accordance with the cancellation terms set out in this Policy applicable to the party initiating the closure. Closing an account does not entitle a User to a refund of any fee already earned in respect of a Session that has already taken place.

8. HOW TO CANCEL

Cancellations should be made through the relevant function on the Platform wherever possible, as this ensures that the cancellation is time-stamped and that both parties, and SyntroLearn, are notified automatically. Where the Platform’s cancellation function is unavailable, a User may cancel by emailing info@syntrolearn.com, quoting the relevant Booking reference. A cancellation will be treated as effective from the time it is submitted through the Platform, or received by SyntroLearn by email, whichever is earlier.

9. PLATFORM’S ROLE IN CANCELLATIONS

SyntroLearn provides the tools through which Users may cancel or reschedule Bookings and will apply this Policy in a fair and consistent manner. However, as SyntroLearn is a marketplace facilitator and not a party to the tutoring relationship, SyntroLearn is not responsible for a Tutor’s or Student’s failure to honour a Booking, and SyntroLearn’s liability in connection with any cancellation is limited in accordance with the “Limitation of Liability and Disclaimers” clause of our Terms and Conditions.

Where a cancellation dispute cannot be resolved between a Student and a Tutor directly, either party may refer the matter to SyntroLearn using the process set out in the “Reporting Complaints and Disputes Between Users” and “Dispute Resolution Process” clauses of our Terms and Conditions.

10. CHANGES TO THIS POLICY

SyntroLearn may update this Policy from time to time to reflect changes in our services or applicable law. Material changes will be notified to Users through the Platform or by other reasonable means, and the cancellation terms applicable to a Booking will be those in force at the time the Booking was confirmed, unless a change is required by law.

11. CONTACT US

If you have any questions about this Cancellation Policy, or wish to request an exception under the “Exceptional Circumstances” clause above, please contact us at:

Company: LEARNING SA (PTY) LTD, trading as SyntroLearn (Registration Number 2026/467676/07)
Email: info@syntrolearn.com
Postal Address: 139 Pitzer Road, Glen Austin, Midrand, 1685