Refund Policy
1. PURPOSE OF THIS REFUND POLICY
This Refund Policy explains when a customer, parent, guardian, school, partner, or user may request a refund for payments made to Nhusta (Pty) Ltd for website purchases, platform access, subscriptions, educational products, digital learning services, school programmes, pilot activities, board game purchases, or related services.
Nhusta aims to treat refund requests fairly while protecting the company from misuse, unauthorised cancellations, and costs already incurred in delivering educational services, digital access, physical products, training, onboarding, or implementation work.
2. APPLICATION OF THIS POLICY
This policy may apply to:
1. Website purchases;
2. Digital platform subscriptions;
3. Parent or learner subscriptions;
4. School subscriptions or access fees;
5. Educational product purchases;
6. Board game purchases;
7. Digital learning content purchases;
8. School pilot fees;
9. Training or onboarding fees;
10. Events, workshops, or programme participation fees;
11. Other Nhusta products or services purchased through the website or by invoice.
Where a signed agreement, invoice, school contract, pilot agreement, quotation, or service agreement contains specific refund terms, those specific terms will apply to that transaction and may override this general website Refund Policy.
3. GENERAL REFUND PRINCIPLE
Refunds are not automatic. Refunds will be considered based on:
1. The type of product or service purchased;
2. Whether access or delivery has already started;
3. Whether a physical product has already been produced, packed, shipped, opened, damaged, or used;
4. Whether digital access has already been activated;
5. Whether school onboarding, training, pilot preparation, or implementation work has already begun;
6. Whether the request is made within the applicable refund period;
7. Whether the customer has complied with this policy;
8. Whether consumer protection law requires a refund.
4. DIGITAL PRODUCTS AND PLATFORM ACCESS
Digital products, digital learning content, online platform access, downloadable content, subscriptions, assessments, and digital educational services may not be refundable once access has been activated, content has been accessed, or the service has started, unless required by law or unless Nhusta approves the refund in writing.
A refund may be considered where:
1. The customer was charged incorrectly;
2. The customer was charged twice for the same product or service;
3. The customer paid but did not receive access due to an error caused by Nhusta;
4. The platform is unavailable for an unreasonable period due to an issue controlled by Nhusta;
5. The wrong product or service was supplied;
6. Consumer protection law requires a refund.
5. SUBSCRIPTIONS
Where Nhusta offers monthly, termly, annual, or other recurring subscriptions, the following rules may apply:
1. A user may cancel a subscription according to the cancellation process provided by Nhusta;
2. Cancellation stops future billing where possible, but does not automatically refund past payments;
3. Subscription fees already paid may be non-refundable once the subscription period has started;
4. If a customer is billed after properly cancelling, Nhusta may refund the incorrect charge;
5. Refunds for subscriptions may be considered case by case where there is a billing error, duplicate payment, or service failure caused by Nhusta.
6. SCHOOL SUBSCRIPTIONS, PILOTS, AND PROGRAMMES
School subscriptions, pilot programmes, school onboarding, teacher training, implementation planning, research activities, data setup, product preparation, and school-specific services often require preparation and resource allocation before the programme starts.
Refunds for school purchases, pilots, or programmes will depend on the signed agreement, invoice, quotation, or school MOU.
Where no specific refund terms exist, Nhusta may consider the following:
1. If cancellation occurs before any preparation, onboarding, training, product setup, or implementation work begins, a partial or full refund may be considered;
2. If Nhusta has already started preparation, onboarding, training, product setup, school engagement, content preparation, or implementation work, Nhusta may deduct reasonable costs before any refund is considered;
3. If the pilot or programme has already started, fees may be non-refundable except where required by law or agreed in writing;
4. If a school delays implementation after Nhusta has prepared resources, such delay will not automatically create a right to refund;
5. If Nhusta cancels a programme and cannot provide a reasonable alternative, a refund or credit may be considered.
7. BOARD GAMES AND PHYSICAL PRODUCTS
Refunds for physical products such as board games, card decks, learning kits, printed materials, or other physical educational products may be considered where:
1. The product is defective;
2. The wrong product was delivered;
3. The product was materially different from what was ordered;
4. The product was damaged before delivery;
5. Consumer protection law requires a refund.
Refunds may not be available where:
1. The product was damaged after delivery;
2. The product was misused;
3. Cards, pieces, or components are missing due to user handling;
4. The packaging was opened and the product cannot reasonably be resold, unless defective;
5. The customer changed their mind after the product was delivered, unless Nhusta agrees in writing or the law requires otherwise.
Customers must report defective, damaged, or incorrect physical products within a reasonable period after delivery. Nhusta may request photos, proof of purchase, return of the product, or inspection before approving a refund, replacement, or credit.
8. EVENTS, WORKSHOPS, AND TRAINING
Where Nhusta charges for events, workshops, training sessions, or onboarding sessions, refund terms may depend on the specific event or agreement.
Unless otherwise stated:
1. Cancellations made before preparation or attendance confirmation may be considered for refund;
2. Cancellations made close to the event may be non-refundable;
3. No-shows may be non-refundable;
4. If Nhusta cancels an event, participants may be offered a refund, credit, or alternative date;
5. If the participant cannot attend, Nhusta may offer a transfer to another participant or future session at its discretion.
9. NON-REFUNDABLE ITEMS
Unless required by law or agreed in writing, the following may be non-refundable:
1. Digital content already accessed;
2. Platform access already activated;
3. Subscription periods already started;
4. Completed assessments;
5. Completed training or onboarding;
6. School pilot preparation already performed;
7. Customised educational content;
8. Custom school implementation work;
9. Downloadable materials already delivered;
10. Physical products damaged after delivery;
11. Administrative fees already incurred;
12. Third-party payment processing fees where these are not refunded to Nhusta.
10. REFUND REQUEST PROCESS
To request a refund, the customer must contact Nhusta at info@nhusta.co.za.
The refund request should include:
1. Full name of the customer or organisation;
2. Contact details;
3. Learner name or school name, if applicable;
4. Product or service purchased;
5. Date of payment;
6. Amount paid;
7. Proof of payment or invoice number;
8. Reason for refund request;
9. Any supporting evidence, such as screenshots, photos, or correspondence.
11. REFUND REVIEW PERIOD
Nhusta will review refund requests within a reasonable time after receiving all required information.
The review may require:
1. Payment verification;
2. Service access verification;
3. Delivery verification;
4. Technical investigation;
5. Inspection of returned physical products;
6. Review of the applicable agreement, invoice, or subscription terms;
7. Confirmation of whether work has already started or been completed.
12. APPROVED REFUNDS
If a refund is approved, Nhusta may refund the customer using the original payment method where possible, or another method agreed in writing.
Refund processing times may depend on banks, payment providers, and administrative processes. Nhusta is not responsible for delays caused by banks or third-party payment processors.
13. PARTIAL REFUNDS, CREDITS, OR REPLACEMENTS
In some cases, Nhusta may offer:
1. A partial refund;
2. A credit note;
3. Replacement product;
4. Alternative access period;
5. Alternative training or event date;
6. Correction of billing error;
7. Service extension;
8. Product repair or replacement where applicable.
Nhusta may choose the most appropriate remedy depending on the product, service, issue, and applicable law.
14. DUPLICATE OR INCORRECT PAYMENTS
If a customer is charged twice or pays the wrong amount due to an error, Nhusta may refund the duplicate or incorrect amount after verification.
The customer must provide proof of payment and relevant transaction details.
15. PAYMENT PROVIDER FEES
Where third-party payment providers charge transaction fees, processing fees, bank fees, or reversal fees, such fees may be deducted from the refund where allowed by law and where the fee is not returned to Nhusta.
16. ABUSE OF REFUND POLICY
Nhusta may refuse a refund request where there is evidence of abuse, fraud, misuse, false information, repeated bad-faith refund claims, unauthorised access, breach of Terms and Conditions, or deliberate exploitation of digital access before requesting a refund.
17. CONSUMER RIGHTS
Nothing in this Refund Policy is intended to unlawfully limit rights that customers may have under applicable South African law.
Where consumer protection law requires a refund, repair, replacement, or other remedy, Nhusta will comply with applicable legal obligations.
18. CHANGES TO THIS REFUND POLICY
Nhusta may update this Refund Policy from time to time. Updated versions may be published on the website or communicated through appropriate channels.
19. CONTACT DETAILS
Refund requests and questions must be sent to:
Nhusta (Pty) Ltd
Email: info@nhusta.co.za
Website: www.nhusta.co.za