Effective date: [DD Month YYYY]
⚠️ Template notice — Draft prepared by a non-lawyer. It reflects common practice for online tutoring in South Africa and is broadly compatible with the Consumer Protection Act 68 of 2008. Have a qualified attorney review it before publication.
This policy explains how to cancel a booked tutoring session and what happens to your payment when you do. It forms part of our [Terms of Service](./terms-of-service.md) and should be read together with our [Refund Policy](./refund-policy.md).
You may cancel a booked session at any time, but the amount refunded depends on how many hours remain before the scheduled start:
| Time before session start | Outcome | |---|---| | 12 hours or more | Full refund or free reschedule to any future available slot within 60 days. | | Between 12 and 2 hours | No refund, but you may reschedule once to a future slot within 30 days, subject to availability. | | Less than 2 hours, or no-show | No refund and no reschedule. The session is forfeited. |
Times are measured in South African Standard Time (SAST, UTC+2).
1. Sign in to your dashboard. 2. Find the upcoming session under My Sessions. 3. Click Cancel. The cancellation takes effect immediately and you will receive a confirmation email.
If the dashboard is unavailable, email [support@mdubusimaths.com] from the email address on your account. The cancellation takes effect at the time the email is received.
We may need to cancel a session due to illness, technical failure, or other unavoidable circumstances. If we cancel, you will be offered — at your election:
- A full refund of the session fee to the card used for payment; or - A free reschedule to any future available slot within 90 days.
If the cancellation is made with less than 2 hours' notice, we will also offer a goodwill credit of 10% off your next booking, valid for 90 days.
South African electricity load-shedding and intermittent internet outages are foreseeable events. We take reasonable steps — UPS/inverter backup for the tutor's station, a mobile data fallback — to keep scheduled sessions running, but we cannot guarantee uninterrupted service.
- Outage on our side — if our tutor cannot deliver the session because of a verified power or connectivity outage at their location, the session is treated as cancelled by us (§ 4). You receive a full refund or a free reschedule. - Outage on your side — if you cannot join because of an outage at your location, we will attempt to reschedule at no cost once per calendar month, subject to availability. Repeated outage-related cancellations on the Student's side within the same month are treated under the standard cancellation window (§ 2). - Outage on both sides — treated as cancelled by us. - Partial delivery — if the session starts but is interrupted by an outage of more than 15 minutes, the tutor will reschedule the remaining time at no cost within 14 days.
You are encouraged to check the day's load-shedding schedule before a session and to flag any foreseeable conflict at least 12 hours in advance so we can move the session.
If you are on the Monthly plan (R1,500 per month, up to 24 hours):
- You may cancel the recurring payment at any time from your dashboard. The cancellation prevents the next renewal; it does not refund the current month. - Sessions booked within the current month remain available until the end of that billing period. - Unused hours do not roll over to the next month and are not refundable, except under the circumstances described in § 4 of this policy or § 4 of the [Refund Policy](./refund-policy.md).
For group sessions:
- Cancellations received 24 hours or more before start: full refund to the cancelling Student. - Cancellations inside 24 hours: no refund. - If fewer than 3 students are registered 24 hours before the session, we may cancel the group session. In that case each registered Student receives a full refund or the option to reschedule to another group session within 60 days.
When a reschedule is permitted under this policy:
- You may choose any available slot within the applicable window. - A reschedule does not extend the original window — e.g. if you reschedule under the "12 to 2 hours" rule, the new session is final and cannot be cancelled for a refund. - Reschedules must be completed through your dashboard or by emailing us before the new session is held.
We consider genuine hardship — serious illness, bereavement, a verified power or network outage at the time of the session — on a case-by-case basis. Contact [support@mdubusimaths.com] with a short explanation and any evidence you can provide. Granting a refund or free reschedule in an exceptional case is at our discretion and does not set a precedent.
Mdubusi Mathematics Email: [support@mdubusimaths.com] Website: [https://mdubusimaths.com]