Matric2Tertiary
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Refund Policy

ROCVEST Systems (Pty) Ltd
Matric2Tertiary Platform

Last Updated: 11 May 2026

1. PURPOSE

This Refund Policy governs cancellations, rescheduling, credits, refunds, payment disputes, and related operational matters relating to tutoring and academic support services facilitated through the Matric2Tertiary platform ("Platform").

By registering, booking, purchasing, paying for, or participating in services facilitated through the Platform, Users acknowledge that they have read, understood, and agreed to this Refund Policy.

2. GENERAL PRINCIPLES

Matric2Tertiary seeks to balance:

  • learner accessibility;
  • operational sustainability;
  • tutor scheduling commitments;
  • educational continuity;
  • fair consumer treatment; and
  • efficient platform administration.

Refund requests shall be assessed reasonably, fairly, and in accordance with:

  • applicable South African law;
  • operational circumstances;
  • educational delivery considerations;
  • tutor allocation commitments; and
  • this Refund Policy.

3. DEFINITIONS

For purposes of this Policy:

  • "User" includes learners, parents, guardians, sponsors, or any person making payment through the Platform.
  • "Tutor" includes independent tutors, tutoring companies, fulfilment partners, or academic service providers facilitated through the Platform.
  • "Session" includes tutoring lessons, revision classes, examination preparation sessions, workshops, group lessons, one-on-one lessons, academic programmes, or related educational support services.

4. PRIMARY REMEDY APPROACH

Where reasonably possible, Matric2Tertiary may seek to resolve service-related concerns through:

  • rescheduling;
  • replacement sessions;
  • learner credits;
  • tutor replacement;
  • alternative scheduling; or
  • other reasonable operational remedies,

before processing cash refunds.

Cash refunds may be considered where:

  • alternative remedies are not reasonably suitable;
  • operational resolution is not reasonably possible; or
  • applicable law requires otherwise.

5. REFUND ELIGIBILITY

Refunds may be considered in circumstances including:

  • duplicate payments;
  • verified billing errors;
  • technical failures directly attributable to the Platform preventing reasonable access to booked services;
  • tutor non-attendance without reasonable alternative arrangements;
  • cancellations made within applicable permitted periods;
  • material service delivery failures reasonably attributable to the Platform; or
  • circumstances where applicable law requires otherwise.

All refund requests shall be reviewed on a case-by-case basis.

6. TUTORING STRUCTURE AND EDUCATIONAL EXPECTATIONS

Users acknowledge that tutoring services may operate through:

  • structured academic schedules;
  • curriculum-aligned lesson sequencing;
  • revision frameworks;
  • examination preparation programmes;
  • rotational content structures;
  • group-based learning models; and
  • ongoing lesson cycles.

Specific topics, concepts, chapters, modules, or subject areas are not guaranteed to be covered during any particular session, programme period, or booking unless expressly stated otherwise.

Learners may join tutoring programmes at different stages of an academic cycle and may therefore participate in lessons where previous content has already been covered.

Tutoring services are intended to provide ongoing academic support and educational assistance and not guaranteed immediate academic outcomes.

7. NON-ELIGIBLE SITUATIONS

Refunds, credits, reversals, or cancellations will generally not be granted where:

  • dissatisfaction relates to subjective preferences regarding teaching style, tutor personality, learner expectations, or learning preferences;
  • a learner expected different topic coverage;
  • specific chapters, concepts, or subject areas were not covered during a particular session;
  • a learner joined an ongoing tutoring cycle or programme at a later stage;
  • a learner missed prior sessions or lesson progression;
  • immediate academic improvement was not achieved;
  • the learner failed to attend a scheduled session;
  • the learner arrived late to a scheduled session;
  • the learner failed to reasonably participate in the tutoring process;
  • connectivity failures or technical issues originated from the User's device, software, internet connection, or environment;
  • reasonable access to the session was made available by the Platform; or
  • the User breached the Platform Terms and Conditions or applicable policies.

8. CANCELLATIONS

8.1 Learner-Initiated Cancellations

Cancellation requests must be submitted through the applicable support or operational communication channels made available by the Platform.

Cancellation requests are not automatically approved and may be subject to:

  • operational review;
  • tutor scheduling commitments;
  • lesson preparation status;
  • timing considerations; and
  • lesson allocation requirements.

8.2 Late Cancellations

Where cancellation requests are made after tutor allocation, scheduling confirmation, lesson preparation, or within a period reasonably close to the scheduled session time, refunds may:

  • be partially approved;
  • be declined;
  • be converted into learner credit; or
  • be subject to administrative deductions.

In certain circumstances, Matric2Tertiary may, at its sole discretion, provide:

  • partial credits;
  • rescheduling assistance; or
  • alternative reasonable operational remedies where feasible.

9. RESCHEDULING

Where reasonably possible, Matric2Tertiary may allow rescheduling of sessions instead of refunds.

Rescheduling requests remain subject to:

  • tutor availability;
  • scheduling capacity;
  • operational requirements;
  • lesson allocation constraints; and
  • academic scheduling considerations.

The Platform does not guarantee that identical tutors, dates, times, lesson structures, or academic progressions will remain available following rescheduling.

10. ADMINISTRATIVE AND PROCESSING DEDUCTIONS

Where a refund is approved for learner-initiated cancellations, Matric2Tertiary reserves the right to deduct a reasonable administrative, operational, scheduling, processing, or payment handling fee of up to fifteen percent (15%) of the applicable transaction value.

Such deductions may account for:

  • payment gateway charges;
  • transaction processing costs;
  • tutor scheduling and allocation;
  • operational administration;
  • reserved class placement;
  • lesson coordination; and
  • related operational costs already incurred.

No administrative deduction shall apply where a refund arises directly from:

  • duplicate transactions;
  • verified payment errors;
  • technical failures directly attributable to the Platform;
  • tutor non-attendance without reasonable alternative arrangements; or
  • circumstances where applicable law requires otherwise.

11. REFUND PROCESSING TIMEFRAMES

Approved refunds may take up to thirty (30) calendar days to be:

  • processed;
  • verified;
  • reconciled;
  • finalised; or
  • reflected in the User's account,

depending on:

  • banking procedures;
  • payment provider timelines;
  • verification requirements;
  • operational review processes;
  • reconciliation procedures; or
  • other administrative considerations reasonably necessary for refund processing.

Matric2Tertiary shall use reasonable efforts to process approved refunds within a reasonable timeframe.

12. PAYMENT PROVIDERS

Payments processed through third-party payment service providers remain subject to:

  • banking systems;
  • payment gateway procedures;
  • fraud prevention reviews;
  • reversal timelines; and
  • third-party operational processes beyond the Platform's direct control.

Matric2Tertiary shall not be liable for delays, reversals, processing failures, or banking issues caused solely by third-party financial institutions or payment service providers.

13. DISPUTES AND CHARGEBACKS

Users agree to first attempt to resolve payment disputes, service concerns, refund requests, or transactional issues through the Platform's internal support and resolution procedures before initiating a chargeback or payment reversal through a financial institution or payment provider.

Matric2Tertiary reserves the right to:

  • dispute or challenge chargebacks;
  • provide transaction records, attendance records, booking confirmations, policy acknowledgements, communication records, or supporting evidence to payment providers or financial institutions;
  • suspend or restrict User accounts pending investigation of disputed transactions;
  • recover amounts relating to unjustified chargebacks, reversals, abuse of the Platform, fraudulent conduct, or bad-faith payment disputes; and
  • take reasonable legal or recovery steps where necessary.

Where a chargeback or payment dispute is found to be fraudulent, abusive, unjustified, or inconsistent with this Refund Policy or applicable Platform policies, Matric2Tertiary may:

  • suspend or terminate access to the Platform;
  • restrict future bookings;
  • deny future services; or
  • take further action permitted under applicable law.

14. PARTIAL REFUNDS AND PROPORTIONAL REMEDIES

Matric2Tertiary reserves the right to provide:

  • partial refunds;
  • proportional credits;
  • replacement sessions; or
  • adjusted remedies

where:

  • services were partially delivered;
  • partial attendance occurred;
  • only certain sessions were affected; or
  • a fair and reasonable outcome requires proportional reimbursement.

15. ABUSE OF POLICY

Matric2Tertiary reserves the right to decline, restrict, investigate, or limit refund requests where:

  • repeated refund patterns arise;
  • abuse of the refund process is reasonably suspected;
  • fraudulent conduct is identified;
  • false or misleading information is provided;
  • payment systems are used in bad faith; or
  • the Platform's policies or operational processes are abused.

16. NO GUARANTEE OF ACADEMIC OUTCOMES

Tutoring services facilitated through the Platform are intended to provide educational support and academic assistance only.

Neither ROCVEST Systems (Pty) Ltd, Matric2Tertiary, nor any tutoring partner guarantees:

  • specific marks or grades;
  • examination results;
  • APS improvements;
  • subject mastery;
  • scholarships;
  • tertiary admission; or
  • any particular academic or educational outcome.

17. PLATFORM DISCRETION

All refund requests shall be assessed on a case-by-case basis taking into account:

  • operational circumstances;
  • learner participation;
  • lesson usage;
  • tutor allocation;
  • scheduling considerations;
  • safeguarding requirements;
  • payment status;
  • compliance obligations; and
  • applicable legal requirements.

Matric2Tertiary reserves the right to reasonably:

  • approve;
  • decline;
  • partially approve;
  • credit;
  • reschedule; or
  • otherwise resolve refund requests

in accordance with this Refund Policy and applicable South African law.

18. NO WAIVER OF RIGHTS

Any goodwill refund, partial credit, rescheduling accommodation, discretionary adjustment, or operational resolution provided by Matric2Tertiary shall not constitute:

  • an admission of liability;
  • a waiver of rights; or
  • an obligation to provide identical remedies in future circumstances.

19. POLICY AMENDMENTS

Matric2Tertiary reserves the right to amend, update, modify, or replace this Refund Policy from time to time where reasonably necessary for:

  • operational requirements;
  • educational delivery considerations;
  • legal compliance;
  • platform sustainability; or
  • service improvements.

Continued use of the Platform following publication of updated policies may constitute acceptance of the revised Policy.

Updated versions may be published through the Platform or related communication channels.

20. CONTACT

Refund-related queries may be directed to the applicable Matric2Tertiary support or operational contact channels made available through the Platform.