Refund and Cancellation Policy

Head Start Education Technologies (Pty) Ltd
Website: www.hstart.co
Effective Date: 8 September, 2025

At Head Start Education Technologies (Pty) Ltd, we are committed to providing high-quality educational technology products and ensuring customer satisfaction. This Refund and Cancellation Policy outlines your rights and our obligations regarding refunds and cancellations for our digital products, including but not limited to voucher codes, in compliance with South Africa’s Consumer Protection Act (CPA) No. 68 of 2008 and Electronic Communications and Transactions Act (ECTA) No. 25 of 2002.

1. Scope

This policy applies to all digital products purchased from Head Start Education Technologies (Pty) Ltd, including voucher codes, QR Codes for online courses, educational software, or other digital content available through www.hstart.co or authorised platforms.

2. Cooling-Off Period

• Online Purchases (ECTA Section 44): If you purchase a digital product (e.g., a voucher code) online via www.hstart.co, you may cancel the purchase within 7 days from the date of receipt, provided the product (e.g., voucher code) has not been activated or used. A full refund will be issued within 30 days, though you may be responsible for any costs associated with returning physical components, if applicable.
  
• Direct Marketing Purchases (CPA Section 16): If you purchase a digital product as a result of direct marketing (e.g., via email, SMS, or telemarketing), you may cancel the purchase within 5 business days from the date of receipt, without providing a reason. A full refund will be issued within 30 days, and you may be responsible for return costs, if applicable.
  

3. Defective or Unsuitable Products

• Implied Warranty of Quality (CPA Sections 55 and 56): Our digital products must be of good quality, free of defects, and suitable for their intended purpose. If a product (e.g., a voucher code or course access) is defective or fails to meet reasonable quality standards, you may return it within 6 months of purchase. At your choice, we will:
  
  • Repair the product (e.g., issue a new voucher code).
    
  • Replace it with a functional equivalent.
    
  • Refund the full purchase price.
    Returns under this section are at our expense, and refunds will be processed within 30 days of approval.
    
• Specific Purpose (CPA Section 55(3)): If you informed us that the product was purchased for a specific purpose (e.g., a course to achieve a particular certification) and we confirmed it would meet that purpose, but it does not, you may return the product within 10 business days of receipt for a full refund, at our expense.
  

4. Misrepresentation

If you purchased a product based on misleading or false marketing claims (e.g., exaggerated course outcomes), you may return the product and request a full refund. Please provide evidence of the misrepresentation (e.g., marketing materials) when submitting your request.

5. Non-Returnable Products

• Refunds or cancellations are not available for digital products (e.g., voucher codes) that have been activated, used, or expired, unless the product is defective or unsuitable as described above.
  
• No refunds will be issued for buyer’s remorse outside the cooling-off periods outlined in Section 2, unless we choose to offer a discretionary refund or alternative solution (e.g., account credit) at our sole discretion.
  

6. How to Request a Refund or Cancellation

To request a refund or cancellation:

1. Contact our customer support team at support@hstart.co or call +27 66 230 3614 within the applicable timeframes.
   
2. Provide your proof of purchase (e.g., order number or voucher code) and a detailed description of the issue (e.g., defect or reason for cancellation).
   
3. For defective products, include supporting evidence (e.g., screenshots of errors or non-functional code).

We will review your request within 5 business days and notify you of the outcome. 

Refund Processing:

• Approved refunds will be processed via the same payment method used for the original transaction.
• Any refund will be issued in the same currency and subject to any currency conversion charges by your bank or payment processor.
• Refunds generally take 5–7 business days to reflect in your account, depending on your financial institution.
  

7. Payment Disputes and Chargebacks

If you file a payment dispute (e.g., via PayPal, your bank, or a credit card provider):

• Your access to Head Start Education Technologies (Pty) Ltd and any associated accounts will be immediately suspended.
• We will no longer be able to issue a refund or resolve your issue directly — you must await resolution from the payment processor.
• If the dispute is resolved in our favour, your account will remain suspended, and future purchases may be blocked.
• Filing a dispute without contacting us first may be considered fraudulent behaviour.

8. Usage Terms & Limitations

• By purchasing a license or subscription code, you agree to use it according to the original Edtech provider’s Terms of Service.
• We are not liable if your account is suspended or revoked by the Edtech Provider due to:
  • Policy violation,
  • Regional restriction,
  • Unauthorised use.

Misuse or resale of codes may lead to immediate deactivation and is strictly prohibited.

9. Our Role & Limitation of Liability

• Head Start Education Technologies (Pty) Ltd acts as a reseller or distributor, not the creator of the Edtech tools.
• We cannot guarantee service availability, uptime, or policy continuity of the Edtech tools beyond your activation.
• Our maximum liability is limited to the amount paid for the specific code.

10. Dispute Resolution

If you are dissatisfied with our response to your refund or cancellation request:

• Contact our customer support team for further assistance.
  
• If the matter remains unresolved, you may escalate the issue to:
  
  • National Consumer Commission (NCC): +27 12 940 4500 or www.thencc.gov.za
    
  • Consumer Goods and Services Ombudsman (CGSO): 0860 000 444 or www.cgso.org.za
    We are committed to resolving disputes fairly and in accordance with South African consumer laws.
    

11. Policy Limitations

• Refunds are not available if the digital product was tampered with or misused by you (e.g., sharing voucher codes), as this voids CPA protections.                                                                             

• We are not obligated to provide refunds in the following cases:

a. You changed your mind after purchasing the code.
b. The purchase was made by mistake.
c. You no longer need the tool or misunderstood its features.
d. You do not have sufficient technical knowledge to use the product.
e. The tool is no longer available with the third-party SaaS provider (we recommend activating your code as soon as you receive it).
f. The product terms have changed after your purchase, unless the change materially and adversely affects your access.
g. You shared or exposed your code publicly or to a third party.
h. Your account was suspended for violating our terms or those of the third-party software vendor.

• We may ask for logs or confirmation from the Edtech provider to verify whether the license was used.
  
• We reserve the right to refuse refunds for purchases made through unauthorised third parties or auctions, as per CPA exemptions.

12. Legal Jurisdiction

This Policy is governed by the laws of the Republic of South Africa. All disputes shall be resolved in the courts located in Cape Town, South Africa.

If you’re accessing our platform from outside this country, you are responsible for complying with local laws.

13. Contact Us

For questions about this policy or to initiate a refund or cancellation, please contact:
Head Start Education Technologies (Pty) Ltd
Email: support@hstart.co
Phone: +27 66 230 3614
Website: www.hstart.co

We value your trust and strive to ensure a seamless experience with our products.

Note: This policy is subject to change, and the latest version is available on www.hstart.co