Cancellation and Returns Policy

1.1 Registration with the Impaq Online School

Learner registration with the Impaq Online School comprises the use of its online platforms and assessments, as well as lesson material. 

1.2 Supplementary products

Supplementary products include, but are not limited to, Bible Education, robotics products for various grades, and more. These subjects are distributed and sold by the Impaq Online School as a third-party distributor. 

• A full refund will be processed if a supplementary product is 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. 

• 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 within seven (7) days. The Impaq Online School will not be responsible for the courier fees. 

Please note: Supplementary products cannot be cancelled or returned after fourteen (14) days.

A learner’s registration with the Impaq Online School may be cancelled based on the Cancellation Terms and Conditions explained in this Policy. Cancelling a learner’s registration with the Impaq Online School entails revoking access to all 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 cancellation process is as follows:

• Send an email to cancellations@impaq.co.za with a request to cancel.
• A consultant will be in contact to discuss the cancellation.
• A cancellation form will be sent to you via email.
• Complete the cancellation form and send the completed document along with supporting documents (as and when requested) to cancellations@impaq.co.za.
• If eligible for return, the material will be inspected by the Impaq Online School, and the cancellation request will be processed within five (5) working days.
• A final statement will be sent to the Account Holder.
• All outstanding accounts must be settled.

2.2 Cancellation terms, conditions, and fees

The cancellation fee depends on the date on which the client received access to the Impaq Online School platforms and the date on which the Impaq Online School received the completed and signed cancellation form. The Cancellation Terms and Conditions below apply. 

Please note: The cancellation fees are calculated based on either the subject(s) being cancelled or the full package fee. 

Where the return of products has been approved, all products must be returned 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. 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 parcel from the Optimi warehouse within seven (7) days of the rejection, either in person or via courier. The Impaq Online School 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 by the Impaq Online School. 

4.1 Non-refundable items and fees

The following items and fees are non-refundable:

• The delivery fee (where applicable). 
• Deposits (where applicable). 
• 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. 

Subject changes and cancellations can only be allowed for learners in the FET Phase (Grades 10 to 12), subject to the provisions described in this clause. 

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 applies. 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. Subject changes are subject to the following conditions: 

• Impaq Online School capacity (availability of a spot in the relevant class); 
• Subjects presented by the Impaq Online School; 
• Subject streams and combinations presented by the Impaq Online School; 
• National statutory regulations for the FET Phase; and 
• Approval by the assessment body, SACAI. 

Changing the language medium for a subject also 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 applies to language medium changes. 

Subject changes are processed at a fee of 40% of the package price as per the original agreement. 

6.3 Cancellation process

The Account Holder must submit an application for a subject cancellation/change. When you submit the subject cancellation/change form, the below will apply: 

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. 

If any product is damaged or defective upon delivery, please notify Impaq in writing by sending an email to onlineschool@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. 

If any product is not included in the delivery, please notify Impaq in writing by sending an email to onlineschool@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.