Cancellation and Returns Policy
At Optimi, trading as Impaq, we support your child’s learning journey and wish to see your child complete their academic year with us. However, should you wish to return a product or cancel a learner registration, you may do so, subject to the below terms. This Policy applies to the Products and Services offered as Impaq Homeschooling (Option 1) and does not apply to the Impaq Online School (Option 2). The cancellation of products and services constitutes the ending of your agreement with Impaq, and a new agreement needs to be entered into should you wish to register a learner with Optimi again.
This Policy forms part of the Impaq Terms and Conditions. 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 any way. Impaq’s transactions are subject to the Electronic Communication and Transaction Act, no 25 of 2002. This Cancellation Policy uses the provisions of this act as a guideline in respect of all changes and cancellations. The Consumer Protection Act, no 68 of 2008 (CPA) may apply to a particular cancellation, in which case Impaq complies with the provisions of the CPA
1. Products and package types
1.1 Registration with Impaq
Assessments
Content (printed or electronic)
Optimi Learning Portal (OLP)
Recorded online lessons
Engagement
Please note:
Ebooks refer to books in an electronic format, available through the Optimi’s e-reader app. You may opt for a combination of ebooks and printed books should you wish to.
1.2 Supplementary products
Supplementary products include, but are not limited to, Bible Education, Robotics, Maths kits, stationery packs, and more. These subjects are distributed and sold by Impaq as a third–party distributor. Should a supplementary product be cancelled before the product is distributed or access to the product is granted, a full refund will be processed. If the cancellation form is received within ten (10) days after the client received access to the product and the product was returned unopened in its original packaging within fourteen (14) days after access to the product was granted, a full refund will be processed. If the package and/or content has been opened and/or damaged in any way, the cancellation will be rejected. The rejected parcel can be collected from the Optimi warehouse in person or via courier. Impaq will not be responsible for the courier fees.
Please note: Supplementary products cannot be cancelled or returned after fourteen (14) days.
2. Cancellation of a learner’s registration
Cancelling a learner’s registration with Impaq entails the cancellation of access to Impaq’s online platforms and assessments, including (but not limited to) lesson material, where applicable. The Account Holder may be entitled to a refund based on the conditions provided below.
2.1 The cancellation process
The table below illustrates how the cancellation process works:
*Please note: If the cancellation of a debit order registration is not fully processed before the 20th of the month, another payment will be deducted. Impaq requires up to 5 working days to process cancellation requests.
2.2 Cancellation terms, conditions, and fees
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 printed books, ebooks, online assessments, online lessons, and more, provided as part of Impaq’s products and services.
The cancellation fee excludes all non-refundable items and fees as explained in point 4 of this policy. The cancellation fee calculation is based on the period of use of Impaq’s products and services, which Impaq calculates from the date on which the learner’s profile is activated on my.Impaq.
Should the cancellation be eligible for return, all products received must be returned in line with the terms and conditions of this policy. Impaq cannot accept partial returns. Partial returns will be rejected, and the cancellation policy applied in line with non-returns.
2.2.1 Cancellation form received on/before 31 January of the current academic year
Access to ebooks and online platforms will be revoked.
Printed material must be returned undamaged and unused within seven (7) days after receiving confirmation from Impaq 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/or damaged: cancellation fee of 40% payable on subject price.
Full cancellation:
- Material unused and undamaged: full refund (no cancellation fee).
- Material used and/or 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 Cancellation form received on/after 1 February of the current academic year
2.2.2.1 Cancellations received before printed material is dispatched from the Optimi warehouse or access to online material (ebooks and/or online platforms) is granted:
Single subject changes/cancellations: Full refund (no cancellation fee).
Full cancellation: Full refund (no cancellation fee).
2.2.2.2 Cancellation received within ten (10) 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 Impaq 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/or damaged: cancellation fee of 40% payable on the subject price.
Full cancellation:
- Material unused and undamaged: full refund (no cancellation fee).
- Material used and/or damaged: cancellation fee of 40% payable on the 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 ten (10) 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 Impaq 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/or damaged: cancellation fee of 40% payable on subject price.
Full cancellation:
- Material unused and undamaged: full refund (no cancellation fee).
- Material used and/or damaged: cancellation fee of 40% payable on the full package price.
2.2.2.4 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 cancellations: - Cancellation fee of 60% payable on the subject price. Non-refundable items are charged in full. - Cancellation fee of 40% payable on the subject price.*
Full cancellation:
- Cancellation fee of 60% payable on full package price. Non-refundable items are charged in full.
2.2.2.5 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 cancellations:
- Cancellation fee of 75% payable on the subject price. Non-refundable items are charged in full. - Cancellation fee of 40% payable on subject price.*
Full cancellation: cancellation fee of 75% payable on full package price. Non-refundable items are charged in full.
2.2.2.6 Cancellation form received after either one hundred and twenty (120) days or after 1 October 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.
– Cancellation fee of 40% payable on the subject price.*
Full cancellation:
– No refund applicable. 100% of the package price is charged.
3. 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 Optimi warehouse. No returns will be accepted prior to authorisation from Impaq. Should the return be rejected, the client may collect the rejected return from the Optimi warehouse within seven (7) days of the rejection, either in person or via courier. Impaq will not be responsible for the return, the cost of the return, or any loss or damage related to the return. Clearly mark the package RETURN and include the following details:
- Student number
- Account Holder name and surname
- Contact details of the Account Holder returning the package
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.
4. Non-refundable items
4.1 Non-refundable items and fees
The following items and fees are non-refundable:
- The delivery fee (where applicable).
- Additional costs relating to services and activities (e.g., assessment of practical subjects, social events, electronic lesson material, hard copy examinations), unless otherwise stated.
- Grade 10 to 12: SACAI fees and final examination fees are only refundable if the cancellation is received and processed before 1 March of the academic year. Thereafter, no refunds will be paid in respect of the assessment body registration and examination fees.
- Ebooks are non-refundable.
4.2 Ebooks
Ebooks can be accessed only via Optimi’s e-reader application, and the device used to access the ebooks must meet the minimum specifications as stipulated during the registration process. Once the learner’s application has been submitted and you have chosen to add ebooks to your package, it is assumed that you have read and understood the terms and conditions applicable to the access of ebooks. The terms and conditions are displayed as part of the online registration process and explained telephonically when registering via telephone.
It remains your responsibility to ensure that your device meets the minimum specifications. Ebooks cannot be returned, refunded, or replaced should your device not meet the minimum specifications.
In the instance where the ebooks are defective:
Should you experience any problems in accessing, opening, or reading the ebook, or if the ebook is defective in some other way (missing pages, incorrect book), please report the problem to Impaq no later than three (3) months after the purchase of the ebook.
Impaq 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 ebook of the same title, whatever the case may be.
If the ebook is defective, we will replace it (if such replacement is possible) or provide you with the printed version of the material, where possible.
Please note that if you have chosen ebooks but decide to add printed books to your package after the successful registration of the learner, access to your ebooks will not be revoked and you will not be entitled to a refund on the ebooks you have purchased.
5. Changing the grade and/or language of lesson material
6. Subject changes
Changing a subject requires the cancellation of the current subject(s). If you would like to take other subject(s) in the place of the cancelled subject(s), you must register for these new subject(s). How does this work?
6.1 Subject cancellations
Cancellation of a subject without the registration of a new subject constitutes the full cancellation of the subject, and the terms as described in clause 2 of this policy apply. Cancellation of a subject may lead to a learner not meeting the requirements to successfully complete their academic year.
6.2 Subject changes
Subject changes constitute the cancellation of the registered subject and the registration of a new subject in the place of the subject to be cancelled. In the FET Phase (Grade 10 to 12), subject changes are dependent on statutory regulations and approval from the assessment body, SACAI.
Changing the language medium for a subject still constitutes a subject change as the lesson material (where applicable), online platform and assessments must be amended and changed to the newly chosen language. All terms related to subject changes apply to language medium changes.
The cancellation fee will be subject to the terms of cancellation as described in clause 2 of this policy and will be applied to the subject being cancelled.
6.3 Cancellation Process
The Account Holder must submit an application for a subject cancellation/change. Where the subject is cancelled and no new registration are to be applied for, Impaq will:
- cancel the subject(s) listed under ‘cancelled’.
- amend the package price to reflect only the cost of the remaining subjects.
It remains the responsibility of the Account Holder/Guardian to enter all marks for the cancelled subject prior to Impaq processing the cancellation. You will not be able to receive the assessment results (marks) or report cards for the cancelled subject(s).
6.4 Registering a new subject
Should you wish to register a new subject in the place of the cancelled subject, please indicate this change on the subject cancellation/change form.
The following process will be followed for subject changes in the FET Phase:
- Subject changes will only be implemented at the end of an academic term, in line with the Impaq annual calendar.
- No applications for subject changes will be accepted after the subject change deadline as indicated on the Impaq calendar.
- Impaq will apply to SACAI for the approval of the subject change in line with statutory regulations.
- Upon receipt of approval, the subject change will be processed by Impaq.
The Account Holder will receive a quotation from Impaq for the individual subject. The quotation is subject to the following:
- the individual package price,
- the delivery fee, and
- the material selected.
Subject changes will only be finalised once the total amount payable is settled. The total amount payable includes the full deposit and any outstanding balances on the account.
Please note that the quotation for the new subject is sent separately and DOES NOT form part of the initial payments made to Impaq. For a subject change not to affect a learner’s school-based assessment (SBA) mark, they must have complied with all the cancelled subject’s requirements before the change can be made.
The learner will then need to comply with the new subject’s requirements from the date the subject change is made. Please also refer to how subject changes will affect the learner’s assessment report, as per the Critical Enrolment Information.
Please send an email to fet@impaq.co.za for more information on subject changes.
7. Products damaged during delivery or defective products received by the client
If any product is damaged or defective upon delivery, please notify Impaq in writing by sending an email to info@impaq.co.za within a maximum of ten (10) days of receipt of the product(s). The notification must include photos of the damaged stock. Impaq 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 ten (10) days will lead to the product(s) not being replaced.
8. Incorrect or missing stock
If any product is not included in the delivery, please notify Impaq in writing by sending an email to info@impaq.co.za within a maximum of ten (10) 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 ten (10) days will lead to the product(s) not being replaced.
9. 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 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. Impaq’s sales team will be in contact to assist with the learner’s reregistration.
Should you require any further information, please contact info@impaq.co.za.
