Refund & Cancellation Policy

Swim School Management SaaS Platform

Version: 1.1

Last Updated: 29 March 2026

This Refund & Cancellation Policy governs how My Swim School ("Provider") handles subscription cancellations, class absences, package refunds, and disputed charges. This policy forms part of and is incorporated into the Master Subscription Agreement.

1. Subscription Cancellations

1.1 Cancellation Notice

Tenant may cancel their subscription at any time by providing written notice to the Provider via the platform settings or by contacting support@myswimschool.co.za. Cancellations must be submitted before the start of the next billing cycle to avoid being charged for that period.

1.2 Access After Cancellation

Upon cancellation, the Tenant retains full access to the Platform until the end of the current paid billing period. Access is revoked at midnight on the last day of the paid period.

1.3 No Pro-Rata Refund on Advance-Billed Tiers

Fixed-tier subscriptions (Sprout, Growth, Pro, Elite, Enterprise) are billed monthly in advance on a pay-to-access basis. No pro-rata refund is issued for unused days within a paid billing period following a mid-cycle cancellation.

1.4 PAYG Cancellation

Pay-As-You-Go (PAYG) tenants are billed in arrears based on actual usage. Upon cancellation, a final invoice covering all usage up to the end of the most recent billing period will be issued and must be settled within the standard payment terms.

2. Class Absence & Make-Up Credits

2.1 Make-Up Credit Policy

When a swimmer misses a scheduled lesson, the school may issue a make-up credit at its discretion. The issuance of make-up credits is configured by each individual school and is not a guaranteed platform-level entitlement.

2.2 Credit Expiry

Make-up credits expire after the number of days configured by the school (default: 30 days from issuance). Expired credits are automatically voided and cannot be reinstated.

2.3 No Cash Refund for Absences

Missed individual lessons do not qualify for a cash refund. The make-up credit system is the exclusive remedy available for class absences.

Make-up credit availability and expiry are configured per-school. Contact your swim school directly for their specific policy.

3. Package Refunds

Each enrollment package has a refund policy configured by the school when the package is created. The three available package refund types are:

No Refund

Once a package is activated, no refund is available for unused sessions. This policy applies where explicitly stated on the package at the time of enrollment.

Pro-Rata Refund

A cash refund is issued for the unused, unexpired portion of the package, calculated on a per-session basis from the date of the refund request.

Store Credit

Unused sessions are converted to store credit applicable against future invoices or packages at the same school.

Important: The applicable refund type is set by the school on a per-package basis. Parents should review the package terms before enrollment. The platform Provider is not a party to the refund arrangement between the school and its students.

4. Disputed Charges

4.1 Raise a Dispute

Any disputed charge must be raised in writing within 30 days of the invoice date. Disputes raised after this period will not be considered.

4.2 Contact Channel

Platform subscription disputes (between Tenant and Provider) should be directed to billing@myswimschool.co.za. Parent disputes regarding class fees or package charges must be raised directly with the swim school; the platform Provider acts solely as the system operator and is not a party to those transactions.

4.3 Resolution

Provider will acknowledge dispute submissions within 3 business days and aim to resolve all billing disputes within 14 business days.

For refund or cancellation enquiries, please contact:

privacy@myswimschool.co.za

Jurisdiction

Republic of South Africa

Terms & Conditions

Refund & Cancellation Policy

Connection Lost

Reconnection Failed

Session Expired