Refund cancellation

ClassMate Africa: Refund & Cancellation Policy

Effective Date: May 2026

This Refund & Cancellation Policy explains the terms under which customers may cancel ClassMate Africa services and request refunds for payments made for subscriptions, services, or other applicable charges.

By subscribing to, purchasing, or using ClassMate Africa's paid services, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.

1. Scope of This Policy

This policy applies to payments made for ClassMate Africa services, including where applicable:

  • School subscriptions

  • Platform plans

  • Service packages

  • Subscription renewals

  • Add-on services

  • Other paid services offered by ClassMate Africa

Certain services or transactions may be subject to separate commercial agreements, quotations, invoices, or service orders. Where a separate written agreement contains specific refund or cancellation terms, those terms may apply to the extent of any conflict with this policy.

2. Subscription Cancellation

Schools or authorized customers may request cancellation of their ClassMate Africa subscription.

Cancellation requests should be submitted through the appropriate ClassMate Africa support or account channels.

Unless otherwise agreed in writing:

  • Cancellation will normally take effect at the end of the current paid subscription period;

  • The customer may continue to access applicable services until the end of the paid period;

  • Cancellation does not automatically create a right to a refund for unused time within the current subscription period;

  • Any outstanding amounts owed to ClassMate Africa remain payable.

3. Cancellation of Automatic Renewal

Where a subscription is configured for automatic renewal, the customer may request cancellation before the next renewal date.

To avoid a new subscription charge, cancellation should be requested sufficiently in advance of the scheduled renewal date.

If a renewal payment has already been successfully processed before the cancellation request is received, the payment may be treated as a renewal of the subscription and may not be refundable except where otherwise stated in this policy or required by applicable law.

4. Refund Eligibility

Refunds may be considered in limited circumstances, including:

  • Duplicate payments;

  • Payments made in error;

  • Unauthorized transactions reported promptly;

  • Material technical issues that prevent the customer from accessing a paid service and cannot reasonably be resolved;

  • Where ClassMate Africa agrees in writing to provide a refund;

  • Where a refund is required by applicable law.

Refund eligibility may depend on the circumstances of the transaction, the service involved, the time elapsed since payment, and whether the Services have already been substantially used.

5. Non-Refundable Payments

Unless otherwise agreed in writing or required by applicable law, payments may generally be non-refundable where:

  • The customer has used the Services during the applicable subscription period;

  • The customer simply changes their mind after purchasing a service;

  • The customer fails to use the Services after payment;

  • The customer cancels after the applicable billing period has commenced;

  • The customer's account is suspended or terminated because of a violation of our Terms & Conditions;

  • The customer fails to maintain the necessary device, internet connection, or technical requirements to access the Services.

6. Refunds for Duplicate or Incorrect Payments

If a customer believes that they have made a duplicate or incorrect payment, they should contact ClassMate Africa as soon as reasonably possible.

The customer may be required to provide:

  • Name of the school or account holder;

  • Transaction reference;

  • Date of payment;

  • Amount paid;

  • Payment method;

  • Relevant payment evidence or receipt.

Once the payment is verified, ClassMate Africa will determine whether a refund or adjustment is appropriate.

7. Unauthorized Transactions

If you believe that an unauthorized transaction has been made using your account or payment method, you should notify ClassMate Africa promptly.

We may investigate the transaction and request information necessary to verify the claim.

Where appropriate, we may also work with the relevant payment provider, bank, mobile money operator, or other financial institution to investigate the transaction.

A refund is not guaranteed where the transaction resulted from the customer's failure to protect their account credentials or payment information, except where otherwise required by applicable law.

8. Service Interruptions and Technical Issues

ClassMate Africa strives to maintain reliable and accessible services.

Temporary interruptions caused by maintenance, system upgrades, internet failures, third-party service interruptions, security measures, or circumstances beyond our reasonable control do not automatically qualify for a refund.

However, where a significant and prolonged technical issue materially prevents access to a paid service, ClassMate Africa may, at its discretion, provide:

  • A service extension;

  • Account credit;

  • Partial refund;

  • Full refund; or

  • Another appropriate remedy.

Any remedy will depend on the circumstances and applicable contractual arrangements.

9. Refund Requests

Refund requests should be submitted through the official ClassMate Africa support or account channels.

A refund request should include sufficient information to allow us to identify and verify the relevant transaction.

This may include:

  • Customer or school name;

  • Account details;

  • Transaction reference;

  • Payment date;

  • Amount paid;

  • Reason for the refund request;

  • Supporting documentation where applicable.

We may request additional information before making a decision.

10. Refund Review Process

Each refund request will be reviewed based on:

  • The nature of the transaction;

  • The applicable subscription or service;

  • The reason for the request;

  • The time elapsed since payment;

  • Whether the Services have been used;

  • Any applicable service agreement;

  • Applicable laws and regulations.

Submission of a refund request does not guarantee approval.

11. Refund Processing

Where a refund is approved, ClassMate Africa will generally process the refund using the original payment method where reasonably possible.

The time required for the funds to appear in the customer's account may depend on the payment provider, bank, mobile money operator, card network, or other financial institution.

ClassMate Africa is not responsible for delays caused by third-party payment providers after a refund has been successfully initiated.

12. Subscription Downgrades and Upgrades

Where available, customers may request to upgrade or downgrade their subscription plan.

The financial treatment of an upgrade or downgrade may depend on:

  • The customer's current plan;

  • The new plan;

  • The remaining subscription period;

  • The applicable pricing structure;

  • Any promotional or contractual terms.

Any credit, additional charge, or adjustment will be determined according to the applicable plan and billing arrangements.

13. Cancellation Due to School Closure or Change

Where a school closes, changes ownership, suspends operations, or otherwise stops using ClassMate Africa, the school should notify ClassMate Africa as soon as reasonably possible.

Cancellation or refund eligibility will depend on:

  • The applicable subscription agreement;

  • The remaining subscription period;

  • Any outstanding obligations;

  • The circumstances of the cancellation;

  • Applicable laws and contractual terms.

School closure does not automatically entitle the customer to a refund for unused subscription time.

14. Termination for Violation of Terms

If ClassMate Africa suspends or terminates an account because of fraud, misuse, unauthorized access, violation of the Terms & Conditions, or other prohibited activity, payments already made may not be refundable.

This does not affect any rights the customer may have under applicable law.

15. Promotional Offers and Discounts

Promotional subscriptions, discounted plans, free trials, credits, special offers, or other promotional arrangements may be subject to additional conditions.

Unless otherwise stated:

  • Promotional offers may have limited validity;

  • Promotional credits may not be transferable;

  • Promotional amounts may not be redeemable for cash;

  • A refund may not be available for the promotional portion of a transaction.

Specific promotional terms will apply where provided.

16. Free Trials

Where ClassMate Africa offers a free trial:

  • The trial period and available features will be communicated at the time of registration;

  • Certain features may be limited during the trial;

  • Trial accounts may be subject to usage restrictions;

  • Unless otherwise stated, there is no monetary refund for an unused portion of a free trial.

If a free trial automatically converts into a paid subscription, the applicable billing terms will be communicated before or during registration.

17. Third-Party Payment Providers

ClassMate Africa may use third-party payment providers to process transactions.

Payments may be subject to the terms, processing times, limitations, and policies of the relevant payment provider.

Where a transaction is successfully processed by a third-party provider, ClassMate Africa may rely on the transaction information supplied by that provider when reviewing refund requests.

18. Data Following Cancellation

Cancellation of a subscription does not necessarily result in the immediate deletion of customer or school information.

Following cancellation, information may be retained for periods necessary to:

  • Comply with legal obligations;

  • Resolve disputes;

  • Maintain financial and transaction records;

  • Meet security requirements;

  • Complete contractual obligations;

  • Maintain backups;

  • Enforce agreements.

Data deletion and retention are also subject to the applicable ClassMate Africa Privacy Policy and any separate agreement with the customer.

19. Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to remove or limit any mandatory rights or protections available to customers under applicable law.

Where applicable law provides a customer with a right to cancellation, refund, replacement, credit, or another remedy, those rights will apply regardless of any provision in this policy.

20. Changes to This Policy

ClassMate Africa may update this Refund & Cancellation Policy periodically to reflect:

  • Changes to our services;

  • Changes to subscription or billing structures;

  • Legal or regulatory requirements;

  • Operational changes;

  • Improvements to our refund procedures.

Updated versions may be published through our platform, website, applications, or other appropriate communication channels.

The updated policy will become effective on the date specified in the revised version.

21. Contact Information

For cancellation requests, refund inquiries, billing questions, or other concerns regarding this policy, please contact:

ClassMate Africa
Accra, Ghana
Email: hello@classmate.africa
Website: classmate.africa

22. Acceptance of This Policy

By purchasing, subscribing to, or using ClassMate Africa's paid services, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.

Where a separate written agreement contains specific refund or cancellation provisions, those provisions may apply to the relevant service or transaction.

ClassMate Africa
The Operating System for African Schools.