1. About this policy
This policy sets out when PISA Consulting Services cc ("PISA", "we", "us") refunds payments for products bought online. It applies from the date it is published on our website.
It covers three product types:
- Online assessments: self-assessment questionnaires that produce a personalised report.
- Digital tools: interactive or downloadable tools, templates and workbooks.
- Online programmes: self-paced courses and scheduled live programmes delivered online.
"You" means the person or organisation that pays for the product. All prices and refunds are in South African Rand and include VAT.
This policy does not cover coaching, mentoring, consulting, facilitating or in-person training. Those services are governed by the proposal or agreement we sign with you.
Please read this policy together with our Privacy Policy.
2. Refunds at a glance
You get a full refund if you cancel within 7 days of purchase and have not started using the product. Once you start, the fee is non-refundable unless the product is faulty.
| Product | Situation | Refund |
|---|---|---|
| Online assessment | Cancelled within 7 days of purchase, not started | Full refund |
| Online assessment | Started or completed | No refund |
| Online assessment | Not started, more than 7 days after purchase | No refund; access stays valid for 12 months |
| Digital tool | Cancelled within 7 days of purchase, not accessed or downloaded | Full refund |
| Digital tool | Accessed or downloaded | No refund |
| Self-paced programme | Cancelled within 7 days of purchase, no content accessed | Full refund |
| Self-paced programme | Content accessed | No refund |
| Scheduled programme | Cancelled more than 14 days before the start date | Full refund |
| Scheduled programme | Cancelled 14 days or fewer before the start date | 50% refund, or a free transfer to a later intake |
| Scheduled programme | Cancelled after the programme starts, or no-show | No refund |
| Any product | PISA cancels or reschedules | Full refund or transfer, your choice |
| Any product | Technical fault we cannot fix within 5 business days | Full refund or replacement access, your choice |
| Any product | Duplicate or incorrect charge | Full refund of the amount overcharged |
The sections below explain each situation. Where the table and your legal rights differ, your legal rights apply.
3. Your legal rights
Nothing in this policy limits your rights under South African law. If this policy and the law differ, the law applies.
3.1 Seven-day cooling-off period
If you buy online as an individual, section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) lets you cancel within 7 days of purchase. You do not need to give a reason and we charge no penalty. We refund you in full within 30 days of your cancellation.
3.2 When the cooling-off period ends early
Under section 42(2) of ECTA, the cooling-off right does not apply to services that begin with your consent within the 7 days. Our products are delivered digitally and immediately, so supply begins when you:
- open the first question of an assessment;
- access or download a digital tool; or
- access programme content or attend a first live session.
3.3 Quality of service
Under the Consumer Protection Act 68 of 2008 (CPA), you are entitled to services delivered with reasonable care and skill. If a product is faulty, we fix it or refund you as set out in section 7.
3.4 Advance bookings
A scheduled programme is an advance booking under section 17 of the CPA. You may cancel it, and we may charge a reasonable cancellation fee as set out in section 6. We charge no cancellation fee if the participant cannot attend because of death or hospitalisation.
4. Online assessments
An assessment is refundable only until you start it.
4.1 Before you start
We refund you in full if you cancel within 7 days of purchase and have not started the assessment.
4.2 Once you start
An assessment starts when you open the first question. From that point the fee is non-refundable, whether or not you complete the assessment.
If you start but do not finish, your access stays valid for 12 months from purchase. You may return and complete the assessment at any time in that period.
4.3 Your results
Your report is generated from your own answers. Disagreeing with your results, or being disappointed by them, is not a ground for a refund.
If the report is wrong because of a scoring or system error on our side, section 7 applies.
4.4 Unused access
Access you have not used is valid for 12 months from purchase. After the 7-day cooling-off period it is non-refundable, and it lapses at the end of the 12 months.
5. Digital tools
A digital tool is refundable only until you access or download it.
5.1 Before you access or download
We refund you in full if you cancel within 7 days of purchase and have not accessed or downloaded the tool.
5.2 After you access or download
Once you open the tool online or download any file, the fee is non-refundable. A digital product cannot be returned once it has been delivered.
5.3 Compatibility
Each product page lists what you need to use the tool, such as a current web browser or specific software. Please check this before you buy. A tool that does not suit your device is not faulty if those requirements were shown on the product page.
If a tool does not work as described on a device that meets the listed requirements, section 7 applies.
6. Online programmes
Refunds for programmes depend on whether the programme is self-paced or scheduled, and on how early you cancel.
6.1 Self-paced programmes
We refund you in full if you cancel within 7 days of purchase and have not accessed any paid content. Free previews do not count as access.
Once you access paid content, the fee is non-refundable.
6.2 Scheduled programmes
A scheduled programme has a published start date and live sessions. The 7-day cooling-off period in section 3 always applies first. After it ends, these cancellation terms apply:
| When you cancel | Refund |
|---|---|
| More than 14 days before the start date | Full refund |
| 14 days or fewer before the start date | 50% refund, or a free transfer to a later intake |
| After the programme starts, or if you do not attend | No refund |
The 50% charge covers the place we held for you and the preparation costs we cannot recover at short notice.
6.3 Substitutes and transfers
You may send another person in your place at no charge, at any time before the start date. Please email us their name and email address.
A transfer to a later intake is available once per booking. The later intake must start within 12 months of the original start date.
6.4 Death or hospitalisation
We charge no cancellation fee if the participant cannot attend because of death or hospitalisation. We refund the fee for all sessions not yet delivered. We may ask for reasonable proof.
6.5 If PISA cancels or reschedules
If we cancel a programme or move its start date, you choose between a full refund and a transfer to another intake.
If we cancel a programme after it has started, we refund the fee for the sessions not delivered.
7. Technical faults and payment errors
If a product does not work as described, we fix it or refund you, even after you have started using it.
7.1 Faults on our side
Examples include an assessment that will not load, a report that is not generated or is scored incorrectly, a download that is corrupt, or programme content you cannot open.
Email us as soon as you notice the fault, with a short description and a screenshot if you have one. We then:
- try to fix the fault within 5 business days; and
- if we cannot, offer you replacement access or a full refund, whichever you choose.
7.2 What is not a fault
Problems caused by your own device, browser, software or internet connection are not faults on our side. We will still help you troubleshoot.
7.3 Duplicate and incorrect charges
If you are charged twice, or charged the wrong amount, we refund the amount overcharged in full once we confirm the error.
7.4 Payment disputes
Please contact us before disputing a charge with your bank. Most problems are resolved faster directly with us.
8. Organisations and bulk purchases
Where an organisation buys for its people under a signed proposal or agreement, that document governs refunds. This policy applies wherever the proposal or agreement is silent.
For bulk purchases of assessments, tools or programme places made online:
- Unused access codes or places are refundable within 7 days of purchase.
- Used codes or places are non-refundable. A code is used once the person it was given to starts the product.
- Reassignment: after the 7 days, you may reassign any unused code or place to another person until it expires.
- Who we refund: we pay refunds to the organisation that paid, not to individual participants.
The statutory cooling-off right in section 3.1 protects individuals. We extend the same 7-day window to organisations as a courtesy.
9. How to request a refund
Email admin@pisaconsulting.com with the subject line "Refund request".
9.1 What to include
- your full name and the email address used for the purchase;
- the product name and date of purchase;
- your order or payment reference; and
- your reason, unless you are cancelling within the 7-day cooling-off period.
9.2 What happens next
- We acknowledge your request within 2 business days.
- We tell you our decision within 5 business days of receiving your request.
- If the refund is approved, we pay it within 10 business days of approval.
- A cooling-off refund is always paid within 30 days of your cancellation.
9.3 How we pay
We pay refunds to the original payment method. If you paid by EFT, we pay into the account the payment came from and may ask for proof of bank details.
We deduct no administration fee from a cooling-off refund or a refund for a fault on our side.
When a refund is approved, we deactivate your access to the product.
10. Complaints, changes and contact details
10.1 Complaints
If you are unhappy with a refund decision, email admin@pisaconsulting.com with the subject line "Complaint". A director reviews the decision and replies within 5 business days.
10.2 Changes to this policy
We may update this policy from time to time. The version published on our website on the date of your purchase applies to that purchase.