- Scope
This policy serves to outline all the details regarding the Cancellation Policy of Math and Me (Pty) Ltd.
The purpose of this policy is to clearly define the logistical processes and consequences of both a “Client cancellation” as well as a “Tutor cancellation” for all parties involved.
- Client Cancellations
⦁ What constitutes a ‘client cancellation’
A client cancellation occurs when a client cancels a tuition session within 12 (business) hours to the scheduled sessions occurrence. The business hours of Math and Me are as follows:
⦁ Monday – Friday : 09h00 – 18h00
⦁ Saturday: 08h00 – 13h00
⦁ Sundays & Public Holidays: Closed.
Client cancellations include circumstances where the client/student does not pitch up for the session (including not logging on to online sessions, not answering the door, not being home).
Regarding “no shows” (mobile or online): Tutors are instructed to wait for a period of 15 minutes (without communication)for the student to arrive at the session in the event that the client is not on time. After the above time has elapsed, the tutor may log the session as a cancellation and it will reflect as such.
⦁ Communication of a cancellation
Clients are required to direct their intent to cancel a session solely to the Communications Administrator on the Math and Me Whatsapp line or via call. This cancellation needs to occur at least 12 business hours prior to the time the session ought to start to avoid a cancellation fee (see point c. below).
Any communication sent directly to the tutor will not suffice as a valid cancellation of a tuition session.
The business hours of the company are communicated to all clients and this policy will be included in the contract the client completes online commencing tuition.
⦁ Cancellation fee
If the client does not cancel a tuition session with the communications administrator within the prescribed 12 business hours before the session, they will incur a cancellation fee of the full cost of the cancelled session.
As all tuition sessions in Math and Me are prepaid in nature, the funds will be deducted from the client’s account as a cancellation fee and will be used to reimburse the tutor for the inconvenience.
⦁ Exceptions
While the above policy will suffice in most cases, Math and Me (Pty) Ltd. will waive the cancellation policy in certain instances. This list includes, but is not limited to:
Serious illness, hospitalisation, death, family emergencies, etc.
Exceptions will be evaluated on a case to case basis where the merits of each situation will be discussed by the Management Team.
- Tutor Cancellations
⦁ What constitutes a ‘tutor cancellation’
A tutor cancellation occurs when a tutor cancels a tuition session within 12 (business) hours of when the session is set to occur.
Tutor cancellations include the failure of the tutor to cancel/reschedule the lesson, as well as failure of the tutor to show up to the said session.
⦁ Communication of a cancellation
Tutors are required to direct their intent to cancel a session solely to the Communications Administrator on the Math and Me Whatsapp line or via call.
This cancellation needs to occur at least 12 business hours prior to the time the session ought to start to avoid the obligation to fulfil a free session (see point c. below).
The business hours of the company are communicated to all tutors and this policy will be included in the contract the tutor returns to the company each year.
⦁ Obligation of free session
As mentioned above, upon the failure of a tutor cancelling a tuition session directly with Math and Me’s Communications Administrator at least 12 hours prior to the start of the session, they will be liable to perform a free tuition session for the same client to compensate the client and student for the inconvenience caused.
⦁ Exceptions
While the above policy will suffice in most cases, Math and Me (Pty) Ltd. will waive the cancellation policy in certain instances. This list includes, but is not limited to:
Serious illness, hospitalisation, death, family emergencies, etc.
Exceptions will be dealt with on a case to case basis where the merits of each situation will be evaluated by the Management Team.
- Refund Policy
In the event that a client would like to request a refund for a session booked falling outside of the cancellation period as mentioned above, the following process, protocols and procedure need be followed:
⦁ While keeping the cancellation policy period in mind, the client needs to determine whether their refund request meets the time period requirements before lodging the request;
⦁ Once the above condition has been met, an email needs to be sent to the Math & Me Finance department via their email at ⦁ finance@mathandme.co.za which needs to include the follow:
⦁ Student Number
⦁ Date of payment
⦁ Banking details (where refund payment would like to be paid into)
⦁ Refund amount
Finance will acknowledge receipt after the above process has been followed. Please allow for a processing period of 3 -5 business days.