Refund policy

Cancellation and Returns Policy:

At iKnow, we support your child’s learning journey and wish to see your child complete their academic year with iKnow. However, should you be desirous to return a product or cancel your registration, you may do so, subject to the terms as set out below. This Policy applies to the Products and Services offered by iKnow and does not apply to the services offered by the iKnow Online Platform. Take note that postponement of registration is not allowed and a new agreement must be entered into annually. The cancellation of products and services is final and signify termination of your agreement with iKnow. Future usage of iKnow’s Products and Services, will require de novo registration and agreement conclusion. This Policy forms part of the iKnow Terms and Conditions, and words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in manner.  

  1. Products and package types:
    • Registration with iKnow

Learner registration with iKnow comprises of the use of iKnow’s online platforms and assessments, as well as lesson material and facilitator’s guides (printed or electronic) based on the selection upon registration.

Please note: E-books refer to books in an electronic format available. A combination of e-books and printed books may also
        be added to the package.

iKnow’s offering does not include the services of a tutor.

  1. Cancellation of a learner’s registration:

A learner’s registration with iKnow may be cancelled based on the Cancellation Terms and Conditions as explained in this Policy. Cancelling a learner’s registration with iKnow entails the cancellation of access to iKnow’s online platforms and assessments, subject to the Terms and Conditions below. A person who cancels a learner’s registration may be entitled to a refund based on the conditions provided below.

  • The cancellation process:
  1. Send an email to orders@iknowthat.co.za to request a cancellation.
  2. A consultant will contact you.
  3. If eligible for return, the material will be inspected by iKnow, and the cancellation request will be processed within seven (7) working days.
  4. A final statement will be sent to the account holder.
  5. All outstanding accounts must be settled.

 

  • Cancellation terms, conditions, and fees:

The cancellation fee is dependent on the date on which the client received access to iKnow’s online platforms and/or lesson material either online or in physical format (whichever comes first). The cancellation fees are calculated based on either the subject(s) being cancelled or the full package fee, depending on the cancellation you require. This includes, but is not limited to, the books, e-books, online assessments, online lessons, and more, provided as part of iKnow’s products and services. The cancellation fee excludes all non-refundable items and fees as explained in point 4 of this policy. iKnow cannot accept partial returns. Should your cancellation be eligible for return, all products received must be returned in line with the terms and conditions of this policy. Partial returns will be rejected, and the cancellation policy applied in line with non-returns.

  • Cancellation form received on/before 31 January of the current academic year.

Access to e-books and online platforms will be revoked.

Printed material must be returned undamaged and unused within seven (7) days after receiving confirmation from iKnow that the material is eligible for return. No partial returns will be accepted.

Single subject changes/cancellations: Material unused and undamaged: Full refund (no cancellation fee).

Material used and damaged: Cancellation fee of 40% payable on subject price.

Full cancellation: Material unused and undamaged: Full refund (no cancellation fee).

Material used and damaged: Cancellation fee of 40% payable on full package price.

In the event of the online platforms being accessed or used in any manner or form, this will constitute used material. In such an instance, either the full cancellation of 40% will be applied (in cases where physical products are not returned), or a 10% administrative fee (based on the total package fee) will be levied for the online usage.

2.2.2.1 Cancellations received before printed material is dispatched or access to online material is received by the client.

Single subject changes/cancellations: Full refund (no cancellation fee).

Full cancellation: Full refund (no cancellation fee).

2.2.2.2 Cancellation received within seven (7) days after client has received access to the online platform(s) and/or lesson material.

Access to e-books and online platforms will be revoked.

Printed material must be returned undamaged and unused within seven (7) days after receiving confirmation from iKnow that the material is eligible for return. No partial returns will be accepted.

Single subject changes/cancellations: Material unused and undamaged: Full refund (no cancellation fee). Material used and damaged: Cancellation fee of 40% payable on subject price.

Full cancellation: Material unused and undamaged: Full refund (no cancellation fee). Material used and damaged:

Cancellation fee of 40% payable on full package price.

In the event of the online platforms being accessed or used in any manner or form, this will constitute used material. In such an instance, a 15% administrative fee (based on the total package fee) will be levied for the online usage.

2.2.2.3 Cancellation form received within eight (8) to thirty (30) days after client has received access to the online platform(s)

and/or printed lesson material.

Access to e-books will be revoked. E-books are non-refundable.

Access to online platforms will be revoked.

Printed material must be returned undamaged and unused within seven (7) days after receiving confirmation from iKnow that the material is eligible for return. No partial returns will be accepted.

Single subject changes/cancellations: Material unused and undamaged: Cancellation fee of 15% payable on subject price. Material used and damaged: Cancellation fee of 40% payable on subject price.

Full cancellation: Material unused and undamaged: Cancellation fee of 15% payable on full package price.

Material used and damaged: Cancellation fee of 40% payable on full package price.

2.2.2 Cancellation form received between thirty (30) and ninety (90) days after the client has received access to the online

platform(s) and/or printed lesson material.

Access to e-books will be revoked. E-books are non-refundable.

Access to online platforms will be revoked.

The return of printed lesson material cannot be accepted.

Single subject changes/cancellations: Cancellation fee of 60% payable on subject price.

Non-refundable items are charged in full.

Full cancellation: Cancellation fee of 60% payable on full package price. Non-refundable items are charged in full.

2.2.3 Cancellation form received between ninety (90) and one hundred and twenty (120) days after the client has received

access to the online platform(s) and/or printed lesson material.

Access to e-books will be revoked. E-books are non-refundable.

Access to online platforms will be revoked.

The return of printed lesson material cannot be accepted.

Single subject changes/cancellations: Cancellation fee of 75% payable on subject price. Non-refundable items are charged in full.

Full cancellation: Cancellation fee of 75% payable on full package price. Non-refundable items are charged in full.

2.2.4 Cancellation form received after either one hundred and twenty (120) days or after 1 July of the current academic

year (whichever comes first).

Access to e-books will be revoked. E-books are non-refundable.

Access to online platforms will be revoked.

The return of printed lesson material cannot be accepted.

Single subject changes/cancellations: No refund applicable. 100% of the package price is charged.

Full cancellation: No refund applicable. 100% of the package price is charged.

  1. Returning products:

It is the client’s responsibility to return all products undamaged and in their original condition (unused), in their original packaging, within seven (7) days of receiving confirmation that the products may conditionally be returned in line with this policy. The cost of the return will be for the client’s own account. The package must be sent to the address provided by iKnow. No returns will be accepted prior to authorisation from iKnow. Should the return be rejected, the client may collect the rejected return from the address provided within seven (7) days of the rejection, either in person or via courier. iKnow will not be responsible for the return, the cost of the return, or any loss or damage related to the return.

All items must be returned to qualify for the refund as described above. Please note the specific terms and conditions stipulated for returns and that all returns are subject to approval.

  1. Non-refundable items:
    • Non-refundable items and fees:

The following items and fees are non-refundable:

   The delivery fee (where applicable).

   E-books

  • E-books:

E-books cannot be returned, refunded, or replaced should your device not meet the minimum specifications. E-books cannot be returned, refunded, or replaced except where e-book links or e-books themselves are defective:

Should you experience any problems in using the link to access, open, or read the e-book, or if the e-book is defective in some other way (missing pages, incorrect book), please report the problem to iKnow no later than one (1) month after the purchase of the e-book.

iKnow will investigate the possible cause(s) of the problem and how to rectify it. We may need to liaise with our technical team and/or service providers to assess and rectify the problem, or issue you with a new link, or get a replacement e-book of the same title, whatever the case may be.

If the e-book is defective, we will replace it (if such replacement is possible) or provide you with the printed version of the e-book, where possible.

  1. Products damaged during delivery or defective products received by the client:
    If any product is damaged or defective upon delivery, please notify iKnow in writing by sending an email to support@iknowthat.co.za within a maximum of seven (7) days of receipt of the product(s). The notification must include photos of the damaged stock. iKnow will endeavour to replace the product as soon as possible. In the case where a replacement is not possible, the product will be refunded. Third-party products might be subject to inspection by the third party. Failure to report damages and/or defects within seven (7) days will lead to the product(s) not being replaced.
  2. Incorrect or missing stock:
    If any product is not included in the delivery, please notify iKnow in writing by sending an email to orders@iknowthat.co.za within a maximum of seven (7) days of receipt of the product(s). The notification must include the delivery notification and clearly indicate the stock that has not been delivered. Further information might be requested, and it may be subject to investigation. Failure to report missing and/or incorrect product(s) within seven (7) days will lead to the product(s) not being replaced.
  3. Downgrade of lesson material (change from printed books to e-books):
    The downgrade of lesson material is considered a cancellation of the registration. The cancellation and returns policy as stipulated will be in effect from the date on which access to the material or printed books were received by the client. The registration will be cancelled, and the client will need to reregister for the package they wish to register for. iKnow’s sales team will be in contact to assist with the reregistration.