Incapsulate Refund and Cancellation Policy

1. Purpose

This Refund and Cancellation Policy explains how subscription cancellations, refunds, billing disputes, teacher free trials, and payment-related matters are handled by Incapsulate.

This policy forms part of the Incapsulate Terms and Conditions.

2. Free Student Access and Teacher Free Trial

2.1 Student Free Access

Students may create an Incapsulate account and access selected Physical Sciences learning content free of charge without starting a paid subscription.

No payment details are required to use the learning content made available as part of free student access.

Students who choose to subscribe for full access may select a monthly or yearly Student Subscription. The applicable subscription fee is charged when the paid subscription is activated, and full paid access begins after successful payment.

Free student access is not a time-limited subscription trial and does not automatically convert into a paid subscription.

2.2 Teacher Free Trial

Eligible Teacher PayFast subscriptions may receive a 3-day free trial period.

No subscription fee is charged during the Teacher Subscription free trial period.

The first paid Teacher Subscription charge will occur automatically after the trial period unless the subscription is cancelled beforehand.

A Teacher Subscription may be cancelled during the free trial period without a subscription charge.

The availability of free student access or a Teacher Subscription free trial does not limit any statutory cancellation, cooling-off, refund, or other consumer rights that may apply.

3. Subscription Cancellation

PayFast subscriptions may be cancelled at any time through the platform billing page.

Cancellation prevents future recurring subscription charges.

Unless a refund is approved or applicable law requires otherwise, cancellation does not immediately terminate access to a period that has already been paid for.

Where applicable, access remains available until the end of the current paid billing period.

No further recurring subscription charges will be processed after cancellation unless the user later reactivates the subscription.

Cancelling a subscription does not automatically delete the associated Incapsulate account. Account deletion must be requested separately through the account page.

School invoice and EFT licences do not renew automatically unless otherwise agreed in writing. Access ends on the recorded licence expiry date unless a renewal payment is received and approved.

4. Refunds and Statutory Cooling-Off Rights

Student Subscriptions begin immediately after successful payment. By subscribing, the account holder agrees that the paid subscription and premium access will begin immediately after successful payment.

Incapsulate does not provide a general voluntary refund period for subscription payments once paid access has commenced.

This does not limit any cancellation, cooling-off, refund, or other consumer right that applies under South African law.

Where a transaction is subject to a statutory cooling-off or cancellation right, Incapsulate will process a valid cancellation and any refund required by applicable law.

Different statutory rights may apply depending on the circumstances in which a subscription or other agreement was entered into, including where an agreement results from direct marketing.

5. Refund Eligibility

Subject to verification, a refund may be provided where:

• A duplicate payment was processed.
• An incorrect amount was charged.
• A billing or payment-processing error occurred.
• A verified platform issue materially prevented access to or reasonable use of the paid service.
• A refund is required under applicable South African law.

Incapsulate may request reasonable supporting information before processing a refund.

A refund will not exceed the amount of the relevant original payment, except where applicable law requires otherwise.

6. Non-Refundable Situations

Except where required by applicable law, refunds will generally not be provided:

• Because a user did not use, or only partially used, the platform during a paid billing period.
• For unused portions of a current paid billing period following ordinary cancellation.
• Because a user forgot to cancel a recurring subscription before the next scheduled payment.
• Where the paid service was available and functioned substantially as described.
• Where dissatisfaction relates only to educational performance, examination results, academic outcomes, or personal learning preferences.
• Where access was suspended or terminated because of a breach of the Incapsulate Terms and Conditions or Acceptable Use Policy.

Nothing in this policy excludes, restricts, or limits any consumer right that cannot lawfully be excluded, restricted, or limited under applicable South African law.

Incapsulate does not guarantee academic performance, examination results, admission outcomes, subject mastery, or educational achievement.

7. Failed Payments and Grace Periods

If a recurring payment fails, Incapsulate may provide a grace period of up to 3 days.

During the grace period:

• Access may remain active.
• Payment reminders may be sent.
• Billing recovery options may be offered.

If payment is not successfully resolved before the end of the grace period, access may be suspended, restricted, or removed in accordance with the Incapsulate Terms and Conditions.

8. Teacher-Provided Student Access

Students receiving access through a Teacher Subscription do not directly pay Incapsulate for that teacher-provided access.

Refund requests relating to a Teacher Subscription must be submitted by the teacher, school, organisation, or account holder responsible for that subscription.

Cancellation or refund of a Teacher Subscription may result in the removal of teacher-provided access for students linked to that subscription.

Where a student's individual subscription has been paused because teacher-provided access became available, that subscription may automatically resume if teacher-provided access later ends.

Students will be notified by email if such reactivation occurs.

9. School Invoice and EFT Payments

Teacher and school licences paid by invoice and EFT are processed manually.

Access is activated only after payment has been received and verified by Incapsulate.

Invoice and EFT arrangements may specify a fixed licence period, number of student seats, payment reference, purchase order number, due date, and other agreed billing details.

Refund requests relating to invoice or EFT payments will be reviewed individually, taking into account the applicable agreement, licence period, services already provided, and any rights available under applicable law.

Approved EFT refunds are paid to a verified bank account supplied by the responsible account holder, school, or organisation.

10. How To Request A Refund

Refund requests may be submitted by contacting Incapsulate support.

Users may contact:

support@incapsulate.co.za

A refund request should include:

• Full name
• Account email address
• Reason for the refund request
• Relevant payment reference or invoice number
• Any additional information reasonably required to verify the payment

Where an approved refund will be paid by EFT, Incapsulate may request verified bank-account details.

Users should never provide banking passwords, PINs, one-time passwords, or online-banking credentials.

11. Refund Processing Times

Approved refunds are generally processed within 5–7 business days after Incapsulate has received all information reasonably required to complete the refund.

Where possible, a refund may be returned through the original payment channel used for the relevant transaction.

Where an approved refund is processed manually by EFT, payment will be made to the verified bank account supplied by the account holder, school, or organisation.

The time taken for refunded funds to appear may depend on PayFast, the relevant bank, card issuer, or other financial institution.

Incapsulate is not responsible for delays caused solely by a third-party payment provider or financial institution.

12. Billing Disputes

Users should report suspected duplicate, incorrect, or unauthorised charges to Incapsulate as soon as reasonably possible.

Incapsulate may request account, invoice, payment-reference, or transaction information reasonably required to investigate the matter.

Nothing in this section prevents a user from exercising any right available through their bank, card issuer, payment provider, or applicable law.

13. Changes To This Policy

Incapsulate may update this Refund and Cancellation Policy from time to time.

The latest version of this policy will be made available through the platform and may be accessed from the user's profile or legal information section.

Where required by applicable law, users will be notified of material changes or asked to accept updated terms before those changes take effect.

14. Contact Information

Questions relating to this policy may be directed to:

support@incapsulate.co.za

Incapsulate
A product of Cape Town Wall Print (Pty) Ltd
South Africa