This covers every plan on MathsConnected, a trading name of Edu Connected (Pty) Ltd, for families and for schools. Prices are on the pricing page, in South African Rand.

Cancelling

During the free week

• Every plan starts with seven days free. Nothing is charged during that week.
• A card is needed to start. To check that it works, R1 is taken and refunded automatically within minutes.
• Cancel any time before the week ends and nothing is charged at all. Go to Plan and billing and press Stop before I am charged.
• If you do nothing, the plan you chose starts when the week ends and the first payment is taken then.
• The free week is your time to change your mind. Because access starts at once, the seven-day cooling-off period in the Electronic Communications and Transactions Act does not apply (section 42(2) of that Act); the free week gives you those seven days instead.

On a paid plan

• Cancel whenever you like from Plan and billing, with Cancel my plan. There is no notice period and no cancellation fee.
• Cancelling stops the next payment. You keep access until the end of the month or year you have already paid for, and then it stops.
• Nothing is deleted when you cancel. Every class, learner and bit of progress stays as it is, and you can turn renewals back on at any time before your paid time runs out.
• A yearly plan held by a family, or by one person such as a tutor, never starts another year by itself. We write to you a few months before the year ends. Unless you choose another year, it carries on month to month from that day, and you can cancel at any time. A school's yearly plan renews for another year unless it is changed or cancelled first.
• If you would like your account and your information erased entirely, ask us and we will do it. We keep only the record of payments made, which the law requires us to keep.

Ending a yearly plan early

A family, or one person such as a tutor, who has paid for a year may end the plan before the year is up, as the Consumer Protection Act allows. Tell us in writing (see how to ask). The plan ends 20 business days after we hear from you, or sooner if you ask, and we refund what you paid, less the monthly price for each month, or part of a month, used up to that day. The yearly price is a discount for staying the year, so the refund is worked out without it, and there is no other charge. (A year costs the same as ten months, so nothing is left to refund after the tenth month.)

A school's yearly plan is an agreement for the whole year, and is not refunded for time not used.

If we cancel

We may suspend or close an account that does not pay, or that breaks the terms of use. If we close an account for any other reason, we refund the unused part of the period already paid for.

Refunds

Payments are made in advance for a month or a year, and access starts straight away. For that reason a payment is not refunded for time you have not used, except where a family or one person ends a yearly plan early, and changing to a smaller plan does not earn money back.

Otherwise, money is returned when it should not have been taken:

• if you were charged in error, or charged twice for the same thing, it is refunded in full;
• if you were charged after cancelling correctly, it is refunded in full;
• if we close your account without good reason, the unused part of what you paid is refunded.

If the site is unavailable for a long stretch through a fault of ours, the time lost is added to your plan free of charge or, if you prefer, that part of what you paid is refunded.

The R1 card check at the start of the free week is refunded automatically and does not need to be asked for.

Nothing in this policy takes away your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Changing plan

• Moving to a bigger plan happens straight away. You pay only the difference for the rest of the time you have already paid for, and your renewal date stays the same.
• Moving to a smaller plan, or changing how often you pay, takes effect on your renewal date. Nothing is charged or refunded when you book it, and you keep your current plan until then.
• Moving from monthly to yearly can also start straight away: the year is charged, less what is left of the month you have paid for, and the year runs from that day.

How to ask for a refund

Use the Help button at the top of any page once you are signed in, or the contact page, or write to support@mathsconnected.co.za. Tell us the account and the payment it is about.

We reply within two working days. An approved refund goes back to the card it was paid from, and your bank usually shows it within five to ten working days.