Refund & Cancellation Policy

Last Updated: May 2026

1. OUR PLANS

Elite Remote Learning offers two simple, transparent subscriptions:

Both plans include: Full app access, AI tutor 24/7, all grades & subjects, all 11 SA languages, no long-term contracts, cancel anytime, and a 7-day FREE trial. NO setup fees. NO hidden charges.

2. 7-DAY FREE TRIAL

• All new subscribers receive a 7-day FREE trial through Google Play
• You will NOT be charged during the trial
• You will be charged your plan price (R149 or R300) after 7 days unless you cancel
• Cancel anytime during the trial through Google Play - no charges apply
• This is your cooling-off period as required by the SA Consumer Protection Act
• One free trial per customer/household

3. AUTO-RENEWAL & RECURRING CHARGES

By subscribing, you authorize Google Play to charge your chosen plan monthly until you cancel.

• Your subscription automatically renews monthly through your Google account
• Google Play sends you a receipt for each charge
• You can cancel anytime through Google Play Subscriptions

4. CANCELLATION POLICY

You can cancel your subscription at any time:

How to Cancel:

• In Google Play: Open Google Play Subscriptions Elite Remote Learning Cancel
• By email: info@eliteremotesolutions.com with subject "Cancel Subscription"

What Happens When You Cancel:

• NO cancellation fees
• Service continues until the end of your current billing period
• No further charges to your card
• Your data is retained for 30 days in case you resubscribe
• Permanent deletion after 30 days unless you request earlier

5. REFUND ELIGIBILITY

Refunds May Be Available For:

• Technical issues preventing service use for more than 48 hours
• Duplicate charges for the same billing period
• Unauthorized charges on your account
• Service outages lasting more than 24 consecutive hours
• Charges within 24 hours of subscription start (excluding trial)

Refunds NOT Available For:

• Monthly charges already incurred for completed billing periods
• Failure to cancel before the billing date
• Not using the service after subscribing
• Change of mind after 24 hours of charge
• Issues caused by user device/internet connection
• Account termination due to Terms of Service violations

6. HOW TO REQUEST A REFUND

Because billing is handled by Google Play, most refunds are requested directly through Google Play (Play Store Account Purchase history Report a problem).

You may also contact us:

• Email: info@eliteremotesolutions.com with subject "Refund Request - [Your Email]"
• Include the reason and your order reference
• We respond within 2 business days
• Approved refunds are processed via Google Play

7. DISPUTES & CHARGEBACKS

Please contact us FIRST before disputing charges. Most issues are resolved within 48 hours.

• Step 1: Contact our support via email or in-app
• Step 2: Initial response within 48 business hours
• Step 3: Escalation to management if not resolved within 7 days
• Step 4: SA Consumer Commission mediation if needed
• Step 5: Courts of South Africa as a last resort

8. CONSUMER PROTECTION ACT RIGHTS

Under the SA Consumer Protection Act, you have the right to: a 7-day cooling-off period (provided by our free trial), fair and reasonable business practices, clear and understandable terms, the right to cancel with reasonable notice, the right to lodge complaints with the National Consumer Commission, and refunds for services not delivered as promised.

9. POPIA DATA RIGHTS

Under POPIA, when you cancel you have the right to request data deletion, the right to data portability, and the right to review what data we hold. Data is retained for 30 days then permanently deleted. Email info@eliteremotesolutions.com for data requests.

10. SERVICE AVAILABILITY GUARANTEE

• We aim for 99% monthly uptime
• Scheduled maintenance announced 48 hours in advance
• Service interruptions over 24 hours = full pro-rata refund

11. SPECIAL CIRCUMSTANCES

Death of Subscriber: Family can cancel with a death certificate; pro-rata refund for the unused period.

Financial Hardship: Contact us for options - compassionate refunds considered case-by-case.