Refund and Cancellation Policy

1. Scope of this policy

This policy applies to individual digital-course purchases made at https://elearning.starcrow36.co.za. Starcrow 36 does not ship physical products through this website.

Corporate, employer-funded or bulk training purchased under a separate quotation, service agreement or written contract may be subject to the cancellation and refund terms contained in that agreement, to the extent permitted by law.

2. Seven-day refund requests before course use

A learner may submit a written refund request within 7 calendar days after the date of purchase.

A change-of-mind refund will ordinarily be approved where all the following conditions are met:

• The request is received within 7 calendar days after purchase.
• The learner has not accessed or started the course material.
• The learner has not attempted an assessment or submitted course work.
• The learner has not downloaded, copied or otherwise used protected course content.
• No certificate, statement of result or completion document has been issued.

3. Immediate digital access and started services

Starcrow 36 normally makes digital course access available shortly after successful payment. Where the learner requests or accepts immediate access, the digital training service begins before the end of the ordinary seven-day period.

Once the learner has accessed course material, attempted an assessment, downloaded content or otherwise started using the digital service, a change-of-mind refund will normally not be available, to the extent permitted by the Electronic Communications and Transactions Act and other applicable South African law.

This limitation does not apply where the law gives the learner a remedy that cannot be excluded, including where Starcrow 36 fails to supply the purchased service or the service is materially defective.

4. Circumstances in which a refund may be approved

Subject to verification, Starcrow 36 may approve a full or appropriate partial refund in circumstances including:

• The same course was accidentally paid for more than once.
• Payment was successful but Starcrow 36 cannot provide the purchased course.
• Starcrow 36 cancels or permanently withdraws the purchased course without providing a suitable alternative accepted by the learner.
• A material technical fault under Starcrow 36’s control prevents access and we cannot correct it within a reasonable time after being notified.
• The course supplied is materially different from the course description presented at the time of purchase.
• A refund or other remedy is required by the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable law.

5. Circumstances normally not eligible for a refund

Except where required by law, a refund will normally not be granted where:

• The learner changes their mind after accessing or starting the course.
• The learner has completed a substantial portion of the course or attempted an assessment.
• A certificate, statement of result or completion document has already been issued.
• The learner fails an assessment, is found not yet competent or does not achieve the result they expected.
• The learner does not complete the course within the stated access period.
• The learner supplied incorrect information and did not allow a reasonable opportunity for it to be corrected.
• The problem is caused by the learner’s device, software, internet connection, email account or failure to follow reasonable instructions, and the course itself remains available.
• Access is suspended or terminated because of account sharing, cheating, fraud, unlawful conduct, security abuse or a material breach of the platform terms.

6. Technical problems

A technical problem does not automatically qualify for a refund. The learner must first contact Starcrow 36 and allow us a reasonable opportunity to investigate, restore access or provide technical assistance.

If the problem is under Starcrow 36’s control and we cannot provide the purchased digital service within a reasonable time, the learner may request an appropriate refund or other remedy.

7. How to request a refund

Refund requests must be submitted by email to mail@starcrow36.co.za with the subject line Digital Course Refund Request.

The request must include:

• The learner’s full name.
• The email address registered on Moodle.
• The course name.
• The purchase date.
• The PayFast or other payment transaction reference.
• The reason for requesting the refund.
• Any supporting information reasonably required to investigate the request.

8. Assessment of requests

Starcrow 36 will review the payment record, enrolment, course-access activity and circumstances of the request. We aim to acknowledge a complete refund request within 2 business days and communicate the outcome within 5 business days, although complex cases may require additional investigation.

Where only part of a service was unavailable or a learner received a measurable portion of the service, Starcrow 36 may offer a reasonable partial refund, extended access, replacement enrolment or another appropriate remedy, subject to the learner’s legal rights.

9. Approved refunds and processing time

An approved refund will be submitted through the original payment method where reasonably possible. Starcrow 36 will initiate the approved refund without unreasonable delay.

After a refund has been submitted, the time taken for the amount to reflect depends on the payment method, PayFast and the learner’s bank. This may take approximately 2 to 10 business days. Starcrow 36 cannot control delays within a bank or payment provider.

A refund will not exceed the amount originally paid for the relevant course. Starcrow 36 does not charge an additional administration fee for an approved consumer refund under this policy.

10. Fraudulent or abusive requests

Starcrow 36 may refuse a fraudulent, dishonest or abusive refund request and may provide relevant transaction and platform records to the payment provider or lawful authorities when investigating suspected fraud.

11. Statutory rights

This policy must be interpreted together with the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, and other applicable South African law.

Nothing in this policy excludes, restricts or waives a consumer right or remedy that may not lawfully be excluded. If any part of this policy conflicts with an applicable mandatory legal requirement, that legal requirement will apply.

12. Contact details