Cancellation and Returns Policy

At Impaq, we support your child’s learning journey and wish to see your child complete their academic year with Optimi Home, trading as Impaq. However, should you wish to return a product or cancel your registration, you may do so, subject to the below terms. This Policy applies to the Products and Services offered by Impaq and does not apply to the services offered by the Impaq Online School. Please note that you are not able to postpone a registration as a new agreement must be entered into annually. The cancellation of products and services is final and ends your agreement with Impaq. Should you wish to use Impaq’s Products and Services in future, you will need to redo the registration and enter into a new agreement. This Policy forms part of the Impaq Terms and Conditions. Therefore, 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

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

Optimi Learning Portal (OLP)

Please note:

• E-books refer to books in an electronic format available through the miEbooks app. A combination of e-books and printed books may also be added to the package.
• Impaq’s offering does not include the services of a tutor.

1.2 Supplementary products

Supplementary products include, but are not limited to, Bible Education, Robotics products for various grades, Maths Kits, 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 seven (7) 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

A learner’s registration with Impaq may be cancelled based on the Cancellation Terms and Conditions as explained in this Policy. Learners registered with Impaq register for the use of Impaq’s online platforms and assessments, and they may or may not choose to include either e-books or printed books to their package. Cancelling a learner’s registration with Impaq entails the cancellation of access to Impaq’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.

2.1 The cancellation process

The table below illustrates how the cancellation process works:

*Please note: If the cancellation of a debit order-linked registration is not fully processed by Impaq before the 20th of the month, another payment will be deducted.

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, e-books, 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 is dependent on the date on which Impaq activated the learners’ profile; i.e. provided access to the Optimi Learning Portal (OLP). Should your 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

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 or access to online material is received by the client.

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

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.

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.

*To qualify for a reduced cancellation fee on subject cancellations, the learner must register for a new subject with Impaq. The new subject must be paid 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.

*To qualify for a reduced cancellation fee on subject cancellations, the learner must register for a new subject with Impaq. The new subject must be paid 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).

*To qualify for a reduced cancellation fee on subject cancellations, the learner must register for a new subject with Impaq. The new subject must be paid in full.

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:

• 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.
• E-books

4.2 E-books

E-books can be accessed only via the e-reader application, and the device used to access the e-books must meet the minimum specifications as stipulated during the online registration process. Once the learner registration application has been submitted and you have chosen to add e-books to your package, it is assumed that you have read and understood the terms and conditions applicable to the access of e-books. The terms and conditions are displayed as part of the online registration process, explained telephonically when registering via telephone.

It remains your responsibility to ensure that your device meets the minimum specifications. 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 Impaq no later than three (3) months after the purchase of the e-book.
• 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 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.

Please note that if you have chosen e-books but decide to add printed books to your package after the successful registration of the learner, access to your e-books will not be revoked and you will not be entitled to a refund on the e-books purchased.

5. Changing the grade and/or language of lesson material

If the grade and/or language of the lesson material needs to be changed, the current package must be cancelled and the Impaq cancellation and returns policy will apply, which may incur additional costs. To change the grade and/or language of lesson material, the Account Holder must complete a new application to reregister the learner.

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 immediate registration of a new subject in the place of the subject to be cancelled. In the FET Phase, 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.

6.3 Cancellation Process

The Account Holder must submit an application for a subject cancellation/change.

Impaq will:

• cancel the subject(s) listed under ‘cancelled’ on the date provided on the form.
• Impaq will amend the package price to reflect only the cost of the remaining subjects.
• 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 Account Holder will then 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.

The registration of a new subject is subject to approval by Impaq (as well as SACAI in the FET Phase) and 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. No subject changes are processed during the June examination. Please refer to the relevant subject change deadlines 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 seven (7) 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 seven (7) 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 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.

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 as stipulated from 1 February 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 reregistration.