Refund & Cancellation Policy

1. At a glance

This policy is part of our Terms of Use and does not limit any right you have under the Consumer Protection Act 68 of 2008 (“CPA”) or the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

2. Who sells the course and who decides a refund

Each course is offered by an independent training provider (SDP) and the fee is paid through Paystack. The SDP sets its refund terms for each course (see “Provider refund windows” below), but every provider’s terms are subject to this policy and to the law: a provider cannot take away your statutory rights.

If a provider refuses a refund you believe you are entitled to, contact us at {{SUPPORT_EMAIL}}. We will look into it with the provider and may arrange the refund ourselves where the Platform holds the payment.

3. Your 7-day right to cancel an online purchase

If you are a consumer (an individual buying for yourself), section 44 of ECTA lets you cancel an electronic transaction for services without giving a reason and without penalty within seven days of the date the agreement was concluded — for a course, the day your payment is confirmed. If you have already paid, you are entitled to a full refund, paid within 30 days of cancellation.

Some transactions are excluded from this right by section 42(2) of ECTA (for example, accommodation, transport, catering or leisure services booked for a specific date). If we believe an exclusion applies to your purchase, we will tell you why before you pay.

To use this right, tell us (or the provider) in writing within the seven days — see “How to request a refund”.

4. Provider refund windows

Beyond the 7-day right, each provider states its refund terms in the course description or its provider terms (for example “full refund up to 14 days after payment and before the first session”). Read them before you pay. A provider’s terms must be clear, fair and not misleading.

Our default. If a course does not state a refund window, this default applies:

• you can cancel before the course start date for a full refund; and
• after the start date, the provider may keep a fair, proportionate part of the fee for the training already delivered, and refund the rest.

5. If the provider cancels, reschedules or leaves the Platform

• Course cancelled. You get a full refund, or may choose a transfer to another intake if one is offered.
• Course rescheduled. If the new dates do not suit you, you can cancel for a full refund.
• Provider suspended or closed. If an SDP’s account is suspended or closed before you finish, we will tell you what happens next. You will be refunded the fee for any part of the course not delivered, or helped to move to another provider where that is possible.

6. Course not as described or not delivered with care

Under section 54 of the CPA you are entitled to services performed at the time agreed, with reasonable care and skill, and as described. If a course falls short — for example the content, accreditation, schedule or facilitator is materially different from what was advertised — ask the provider to put it right. If it does not, you may ask for a refund of a reasonable part of the fee, or all of it where the course is of no use to you. Tell us if the provider will not help.

7. Scheduled intakes and cancellation after the window

If you cancel a place on a scheduled intake after the refund window has closed, section 17 of the CPA allows the provider to charge a reasonable cancellation penalty that reflects the cost of holding your place. The provider must apply this fairly and tell you the amount before you confirm the cancellation.

8. What is not refundable

Subject to your statutory rights and the sections above, fees are not refundable where:

• the refund window has closed and the course has been delivered as described;
• you have completed the course and a certificate has been issued; or
• your account was closed because you breached the Terms of Use (for example by cheating or fraud).

9. How to request a refund

1. Email {{SUPPORT_EMAIL}} (or message the provider through the Platform) with your name, the course, the date and amount you paid, and your payment reference.
2. We (or the provider) will reply within 5 business days to confirm whether the refund is approved and, if not, why.
3. Approved refunds are paid back to the original payment method through Paystack. Card refunds usually reflect on your statement within 5–10 business days of approval; bank (EFT) refunds are paid to the account you tell us. Refunds are made in full within 30 days of cancellation where ECTA applies.
4. If a bursary, employer or sponsor paid, the refund goes to them, not to you.

10. Training provider setup fees

The setup (onboarding) fee that a training provider pays SD-LINK is for verifying and onboarding the organisation and configuring its workspace. It is non-refundable once paid, except:

• if we decline the application, or do not activate the account, after you paid — in which case we refund it in full;
• if the SDP Agreement says otherwise; or
• where the law requires a refund.

ECTA’s 7-day right applies to consumers; a provider buying as a business is not a “consumer” for that purpose, unless the law says otherwise.

11. Disputed payments and chargebacks

Please talk to us before you dispute a payment with your bank — we can often fix a problem faster. If a payment is charged back, we may suspend access to the course until the dispute is resolved. If you are paid a refund and also win a chargeback, you must repay the duplicate amount.

12. Contact

Refund questions: {{SUPPORT_EMAIL}}, {{SUPPORT_PHONE}}. See also the Terms of Use and Privacy Notice.