Refund & Cancellation Policy

This policy applies to programmes bought from Mathxl (Pty) Ltd (registration number 2026/619778/07), trading as MathXL, whose registered office is at 6 Stockley Road, Kenwyn, Cape Town, Western Cape, 7779, South Africa.

• You pay once for a three-month programme. Nothing renews automatically and no recurring debit is set up.
• If we cannot deliver a class, you get a replacement class credit — you do not lose the class.
• No classes are held on public holidays or during our festive closure (20 December to the first Monday of January), and you are not charged for them.
• If your learner misses a class, tell us as early as you can and we will try to arrange a make-up. That is not guaranteed.
• Where something goes wrong on our side, or you are charged in error, we put it right.

If you change your mind before your learner's first class, contact us and we will cancel the programme and refund what you paid, less any amount reasonably attributable to what has already been provided to you.

The Consumer Protection Act gives you rights in relation to advance bookings and allows a supplier to keep a reasonable cancellation charge in some circumstances. We apply that reasonably and will always explain any deduction before making it.

Contact us and we will discuss it with you. Classes already delivered, and online material already made available, are not refunded. For the remainder of the programme we will agree a fair outcome with you, which may be a credit against a future programme or a refund of the unused portion, taking into account any reasonable cancellation charge.

Please tell us as soon as you reasonably can, and always before the class where possible. Notice must be given by WhatsApp to the learner's trainer using the link on your dashboard — that is the channel trainers monitor for attendance.

We will try to arrange a make-up opportunity where trainer, class and timetable availability allow. Because classes run in small groups on a fixed timetable, a make-up cannot be guaranteed, and a class the learner does not attend is ordinarily treated as delivered. A missed class does not by itself create a cash refund.

This clause does not remove rights you have under applicable law, including the Consumer Protection Act.

If your learner's trainer is unavailable, we first try to provide a suitable substitute trainer for the same time.

If we cannot, the class is not treated as delivered. We add a replacement class credit to your learner's account and use it to arrange a replacement class. Depending on the circumstances we may instead extend the programme period, or reduce the amount payable on a future programme. We decide which remedy fits, and we tell you which one we have applied — normally within a few working days of the affected class.

Where we provide a replacement of this kind, a cash refund is not ordinarily provided. If a suitable remedy genuinely cannot be provided, contact us and we will resolve it fairly, which may include a refund. Your rights under applicable law are unaffected.

We do not hold classes on South African public holidays, or during our festive-season closure from 20 December until the first Monday of January. You are not charged for those classes: the fee for each one is taken off your programme price before you pay, and the reduction is shown at checkout and on your invoice. No payment is lost and no refund is needed.

• A credit represents one replacement class and is held against the learner’s account.
• A make-up or replacement class settles the credit.
• Where a credit cannot be used as a class, it may be applied to reduce the amount payable on a further programme.
• Credits do not currently expire.
• Credits are not cash and cannot be exchanged for cash.

Your dashboard shows the credits currently on the account.

Access to the online training material and exercises is provided for the programme period and the monthly materials fee is charged per enrolled learner. Once access has been provided for a given month, that month's materials fee is not refundable, because the material has already been supplied.

There is nothing to cancel to prevent a future charge. Payment is once-off and no recurring debit is created, so a further programme is only charged if you choose to buy one.

• Charged twice for the same programme? Tell us and we will refund the duplicate in full.
• Payment failed or was cancelled? No booking is confirmed and no amount is due. If money left your account, contact us with the reference and we will trace it.
• Payment succeeded but your class was not confirmed? Tell us — we will either confirm your place or return the amount in full.
• Charged an amount that does not match what checkout displayed? Tell us and we will correct it.

Refunds are returned by the same method used to pay. A card payment made through PayFast is reversed to that card; an EFT is repaid to the account it came from, so we will ask you to confirm the banking details.

We aim to start an approved refund within five business days. How long it then takes to appear depends on PayFast and your bank, and is typically a few more business days.

Email support@mathxl.co.za or call 066 018 3756, and include:

• the parent’s name and the email address on the account;
• the learner’s name;
• the invoice number or payment reference;
• what you would like to happen, and why.

We aim to acknowledge within two business days and to give you a decision within seven business days. If we need longer we will tell you why.

We may decline a cash refund where classes have already been delivered, where materials for a month have already been supplied, where a replacement class credit or other reasonable remedy has been provided, or where a class was missed without notice and a make-up was offered.

Ask for your matter to be escalated when you contact us and we will review it. See also our Terms & Conditions and Privacy Policy. Nothing in this policy limits your right to approach the National Consumer Commission or another body with jurisdiction.