SYNTROLEARN REFUND POLICY

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

Last updated: 22 July 2026

This Refund Policy explains when, how, and under what circumstances a refund may be given in respect of a payment made 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 Cancellation 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 all payments made by Students for Sessions, and, where applicable, Subscriptions, booked through the Platform.

SyntroLearn is committed to processing legitimate refunds promptly and transparently, while protecting the interests of Tutors who have provided, or made themselves available to provide, tutoring services in good faith. Nothing in this Policy limits any right a consumer may have under the Consumer Protection Act 68 of 2008, to the extent that it applies.

1. DEFINITIONS

In this Policy, unless the context clearly indicates otherwise, “Refund” means the return, in whole or in part, of an amount paid by a Student in respect of a Booking or Subscription, and other capitalised terms bear the meanings given to them in our Terms and Conditions and our Cancellation Policy.

2. GENERAL PRINCIPLES

Refunds are considered on the basis of the specific circumstances giving rise to the request, having regard to this Policy, our Cancellation Policy, and, where relevant, any agreement reached directly between a Student and a Tutor. SyntroLearn assesses each refund request in good faith and reserves the right to request supporting information reasonably necessary to process the request.

A refund, where approved, will ordinarily comprise the session fee paid to the Tutor. The platform or service fee retained by SyntroLearn is non-refundable once a Booking has been confirmed, save in the circumstances described in clause 3 below, or where SyntroLearn otherwise determines, at its sole discretion, that a refund of the platform or service fee is appropriate.

3. ELIGIBLE CIRCUMSTANCES FOR A REFUND

Subject to this Policy, a Student may be entitled to a full or partial refund in the following circumstances:

1. the Student cancels a Booking with sufficient notice, in accordance with the “Cancellation of a Session by a Student” clause of our Cancellation Policy;
2. the Tutor cancels a Booking, or fails to attend a scheduled Session (a Tutor No-Show), in accordance with the “Cancellation of a Session by a Tutor” clause of our Cancellation Policy;
3. a duplicate payment was made in error for the same Booking;
4. an unauthorised or fraudulent transaction was processed on the Student’s payment method, subject to SyntroLearn’s or the relevant payment processor’s verification of the claim;
5. a technical failure attributable to the Platform prevented a paid Session from taking place, and the Session cannot reasonably be rescheduled;
6. SyntroLearn, in its sole discretion, determines that a refund is otherwise fair and appropriate having regard to the circumstances of the case.

4. NON-REFUNDABLE ITEMS AND CIRCUMSTANCES

Save as required by law or as SyntroLearn may otherwise determine at its discretion, the following amounts are not refundable:

1. the session fee for a Session that has already been conducted in full;
2. the session fee where a Student cancels on or after the scheduled start time of the Session, or where the Student commits a No-Show, as described in our Cancellation Policy;
3. the platform or service fee charged by SyntroLearn in connection with a confirmed Booking, save in the circumstances described in clause 3 above;
4. any bank charges, currency conversion fees, or other third-party transaction costs incurred in making or reversing a payment;
5. amounts paid more than 30 days before the date on which a refund is requested, save where the delay in requesting a refund was reasonably caused by circumstances beyond the Student’s control.

5. HOW TO REQUEST A REFUND

To request a refund, a Student should submit a request through the relevant function on the Platform, or by emailing info@syntrolearn.com, quoting the relevant Booking reference, the reason for the request, and, where applicable, any supporting information. Refund requests should be submitted as soon as reasonably possible, and in any event within 7 days of the date of the Session or payment giving rise to the request, to enable SyntroLearn to investigate the matter fairly and while the relevant information is still available.

SyntroLearn will acknowledge receipt of a refund request within a reasonable time and will endeavour to assess and respond to the request within 10 Business Days of receipt, save where further information or investigation is required, in which event SyntroLearn will keep the Student reasonably informed of progress.

6. REFUND METHOD AND PROCESSING TIME

Where a refund is approved, it will be paid back to the original payment method used to make the payment, and SyntroLearn does not, save in exceptional circumstances and at its sole discretion, make refunds in cash or to an account or payment method other than the one originally used.

Payments made by Electronic Funds Transfer (EFT) will be refunded by way of EFT to the bank account from which payment was originally received, and may take up to 5 to 10 Business Days to reflect, depending on the Student’s bank. Where SyntroLearn introduces additional payment methods, including card payments, instant EFT, or third-party payment gateways such as Stripe or PayPal, refunds in respect of payments made using such methods will be processed back to the original payment method through the relevant payment processor, and the timeframe for such a refund to reflect will be subject to the processing times of the applicable card issuer, bank, or payment gateway, which SyntroLearn does not control and cannot guarantee.

SyntroLearn will confirm to the Student once a refund has been processed on our end; however, the date on which the refunded amount reflects in the Student’s account is determined by the Student’s bank or payment provider and falls outside SyntroLearn’s control.

7. REFUNDS TO TUTORS

Where a Student is entitled to a refund of a session fee that has already been paid out to a Tutor, SyntroLearn reserves the right to deduct the refunded amount from that Tutor’s future payouts, or to recover the amount from the Tutor directly, in accordance with our Terms and Conditions. Where a payout to a Tutor is withheld or delayed pending the outcome of a refund request or dispute, SyntroLearn will endeavour to resolve the matter and release any amount properly due to the Tutor as promptly as reasonably possible.

8. DISPUTED TRANSACTIONS AND CHARGEBACKS

If a Student believes that a payment made through the Platform was processed incorrectly, without authorisation, or otherwise in error, the Student is encouraged to contact SyntroLearn in the first instance using the process set out in this Policy, so that SyntroLearn can investigate and, where appropriate, process a refund directly and without delay.

Initiating a chargeback or dispute directly with a card issuer, bank, or payment gateway without first attempting to resolve the matter with SyntroLearn may delay resolution and, in the case of a chargeback that is later found to be unwarranted, may result in the relevant fees and any associated chargeback costs being recovered from the Student. SyntroLearn will cooperate with card issuers, banks, and payment gateways, including Stripe, PayPal, or other providers we may engage from time to time, in the investigation of any disputed transaction, and will provide such evidence of the underlying Booking and service as may reasonably be required.

9. SUBSCRIPTIONS

Where SyntroLearn makes available a Subscription, package, or bundle of Sessions, whether now or in future, any refund in respect of that Subscription will be governed by the specific terms displayed on the Platform at the time of purchase, read together with this Policy. Unless otherwise stated, amounts already billed in respect of a current billing period are non-refundable, save in the circumstances described in clause 3 above.

10. CONSUMER PROTECTION ACT

Nothing in this Policy is intended to limit or exclude any right a consumer may have under the Consumer Protection Act 68 of 2008, including, where applicable, any right relating to the supply of unsafe, defective, or unsuitable services. Where any provision of this Policy is found to be inconsistent with a right that cannot lawfully be excluded or limited, that provision shall apply only to the extent permitted by law, and the remainder of this Policy shall continue in full force and effect.

11. CHANGES TO THIS POLICY

SyntroLearn may update this Policy from time to time, including to reflect the introduction of additional payment methods or gateways. Material changes will be notified to Users through the Platform or by other reasonable means. Refund requests will be assessed against the version of this Policy in force at the time the relevant payment was made, unless a change is required by law.

12. CONTACT US

If you have any questions about this Refund Policy, or wish to submit a refund request, 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