SEMVR RETURNS & REFUNDS POLICY

Effective Date: January 15, 2025
Last Updated: January 15, 2025
Version: 1.0

TABLE OF CONTENTS

  1. Introduction
  2. Scope and Applicability
  3. VR Session Bookings – Refund Policy
  4. Subscription Plans – Refund Policy
  5. Non-Refundable Items and Services
  6. Refund Request Process
  7. Service Credits as Alternative
  8. Technical Issues and Platform Failures
  9. Billing Errors and Disputes
  10. Payment Method and Processing Times
  11. Special Circumstances and Exceptions
  12. Changes to Bookings (Rescheduling vs. Cancellation)
  13. Refund Processing Times Summary
  14. Contact Information for Refund Requests
  15. Legal Compliance
  16. Changes to This Policy
  17. Frequently Asked Questions (FAQ)
  18. Examples and Scenarios
  19. Your Rights Under South African Law
  20. Acknowledgment and Acceptance

1. INTRODUCTION

1.1 Our Commitment

SemVR (Pty) Ltd (“SemVR,” “we,” “us,” or “our”) is committed to providing exceptional virtual reality educational experiences to schools and educational institutions across South Africa and beyond. We understand that plans change, and we have designed this Returns & Refunds Policy to be fair, transparent, and compliant with all applicable South African consumer protection laws.

1.2 Purpose of This Policy

This policy outlines:

  • When and how refunds are issued for VR session bookings and subscriptions
  • The refund request process and required documentation
  • Processing times for different refund scenarios
  • Alternatives to refunds such as service credits and rescheduling
  • Your legal rights under South African consumer protection legislation

1.3 Fair and Transparent Approach

We believe in:

  • Clear communication about refund eligibility before booking
  • Reasonable cancellation windows that balance flexibility with operational needs
  • Fast processing of legitimate refund requests
  • Compliance with the Consumer Protection Act, 2008 (CPA) and Electronic Communications and Transactions Act, 2002 (ECTA)

2. SCOPE AND APPLICABILITY

2.1 Who This Policy Applies To

This policy applies to all customers who:

  • Book VR educational sessions through the SemVR Platform
  • Subscribe to paid subscription plans (Basic, Premium, Enterprise)
  • Purchase any services or products through SemVR

2.2 Types of Transactions Covered

This policy covers:

  • VR Session Bookings: Individual or bulk bookings for virtual reality educational experiences
  • Subscription Plans: Monthly or annual subscription fees
  • Add-On Services: Any additional services purchased through the Platform
  • Billing Errors: Incorrect charges or duplicate payments

2.3 Geographic Scope

This policy applies to all customers regardless of location, with primary compliance focus on:

  • South Africa (Consumer Protection Act, 2008)
  • International customers (where applicable under local laws)

3. VR SESSION BOOKINGS – REFUND POLICY

3.1 Overview

VR session bookings are our primary service offering. The refund eligibility for session bookings depends on when the cancellation request is made relative to the scheduled session date and time.

3.2 Cancellation Timeline and Refund Amounts

Full Refund (100%)

Conditions:

  • Cancellation made 48 hours or more before the scheduled session start time
  • Refund request submitted through the Platform or via email to support@semvr.com
  • No questions asked, automatic approval

Processing Time:

  • Refund initiated within 2 business days of cancellation request
  • Funds returned to original payment method within 5-10 business days (depending on bank/payment provider)

Example:

  • Session scheduled: Friday, January 20, 2025, at 10:00 AM
  • Cancellation deadline for full refund: Wednesday, January 18, 2025, at 10:00 AM or earlier
  • You cancel on Tuesday, January 17: 100% refund eligible

Partial Refund (50%)

Conditions:

  • Cancellation made between 24 and 48 hours before the scheduled session start time
  • 50% administrative fee retained by SemVR to cover booking and preparation costs
  • Approval required from school administrator or SemVR support team

Processing Time:

  • Refund review within 3 business days
  • If approved, refund initiated within 5 business days
  • Funds returned to original payment method within 7-12 business days

Example:

  • Session scheduled: Friday, January 20, 2025, at 10:00 AM
  • Cancellation window: Between Wednesday, January 18, 10:00 AM and Thursday, January 19, 10:00 AM
  • You cancel on Wednesday, January 18, at 2:00 PM: 50% refund eligible

Why 50%? At this point, SemVR has already:

  • Allocated resources and staff for your session
  • Reserved VR equipment and content
  • Coordinated logistics with our team
  • Declined other potential bookings for that time slot

No Refund (0%)

Conditions:

  • Cancellation made less than 24 hours before the scheduled session start time
  • No-show (students/educators did not join the scheduled session)
  • Session started but was discontinued by the school/educator’s choice (not due to technical issues on SemVR’s side)
  • Technical issues on the customer’s side (internet connectivity, device compatibility, etc.)

No Refund Scenarios:

  • Last-minute cancellations (< 24 hours)
  • Session already in progress or completed
  • Customer-side technical failures
  • Change of mind after session has started

Example:

  • Session scheduled: Friday, January 20, 2025, at 10:00 AM
  • Cancellation deadline: Thursday, January 19, 2025, at 10:00 AM
  • You cancel on Thursday, January 19, at 3:00 PM: No refund

Why No Refund? At this stage:

  • SemVR has fully committed resources to your session
  • Alternative bookings cannot be arranged in such short notice
  • Staff and equipment are already allocated
  • Operational costs have been incurred

3.3 How Cancellation Time is Calculated

Important Notes:

  • Time Zone: All times are calculated in South African Standard Time (SAST, UTC+2)
  • Business Hours: Monday to Friday, 8:00 AM – 5:00 PM (SAST). Weekend/holiday requests processed on next business day
  • Exact Timing: The 24-hour and 48-hour windows are calculated from the scheduled session start time, not the booking date

Example Calculation:

  • Session Start Time: Monday, 10:00 AM SAST
  • 48-hour deadline: Saturday, 10:00 AM SAST (100% refund)
  • 24-hour deadline: Sunday, 10:00 AM SAST (50% refund)
  • After 24-hour deadline: No refund

3.4 Bulk Bookings (Multiple Sessions)

Definition: Booking for 5 or more sessions in advance

Refund Policy:

  • Each session is treated individually for refund purposes
  • Cancelling one session does not affect other sessions in the bulk booking
  • The same 48-hour/24-hour rules apply to each individual session

Example:

  • Bulk booking: 10 sessions scheduled over 2 months
  • You cancel Session #3 (scheduled in 5 days): 100% refund for Session #3 only
  • You cancel Session #7 (scheduled in 10 hours): No refund for Session #7
  • Remaining 8 sessions: Unaffected

4. SUBSCRIPTION PLANS – REFUND POLICY

4.1 Overview

SemVR offers subscription plans (Free, Basic, Premium, Enterprise) that provide access to the Platform and various features. Refunds for subscriptions are handled differently than VR session bookings.

4.2 7-Day Money-Back Guarantee

New Subscriptions Only:

  • Full refund if cancelled within 7 calendar days of initial subscription signup
  • Applies to first-time subscribers only (new customers who have never subscribed before)
  • No questions asked policy
  • Email support@semvr.com with subject line “7-Day Refund Request”

Eligibility:

  • You signed up for a paid subscription (Basic, Premium, or Enterprise)
  • You are cancelling within 7 days of your first payment
  • You have not previously used the 7-day guarantee on any SemVR subscription

Not Eligible:

  • Subscription renewals (2nd month onwards)
  • Upgrades from one plan to another
  • Customers who previously had a subscription and are re-subscribing

Example:

  • You subscribe to Premium Plan on January 10, 2025
  • You can request a full refund anytime up to January 17, 2025, at 11:59 PM SAST
  • After January 17: Standard subscription refund policy applies

4.3 Mid-Subscription Cancellations

Policy:

  • Subscriptions are non-refundable for partial months
  • If you cancel mid-month, you retain access until the end of your current billing period
  • No prorated refunds for unused days

Example:

  • You subscribe to Premium Plan on January 1 (billed monthly)
  • You cancel on January 20
  • You continue to have access until January 31
  • No refund issued for January 1-20 period

Why No Prorated Refunds?

  • Subscription pricing is calculated for full monthly/annual periods
  • Platform access and features are available continuously throughout the period
  • Administrative overhead for partial refunds would increase subscription costs for all users

4.4 Annual Subscriptions

Policy:

  • Annual subscriptions receive a discounted rate (typically 2 months free compared to monthly billing)
  • 7-day money-back guarantee applies to new annual subscriptions
  • After 7 days, annual subscriptions are non-refundable
  • You may cancel to prevent auto-renewal for the next year

Example:

  • You purchase an annual Premium Plan on January 10, 2025 (R2,400 for 12 months)
  • You can request a full refund by January 17, 2025
  • After January 17: No refund available, but you can cancel auto-renewal for January 2026

4.5 Subscription Upgrades and Downgrades

Upgrades (e.g., Basic → Premium):

  • You are charged the prorated difference for the remaining days in your current billing cycle
  • No refund for the previous lower-tier subscription
  • Upgrade takes effect immediately

Downgrades (e.g., Premium → Basic):

  • Downgrade takes effect at the start of the next billing cycle
  • No refund for the current month’s Premium subscription
  • You retain Premium access until the end of the current billing period

Example:

  • You have Premium Plan (R200/month), billing date is the 1st of each month
  • On January 15, you downgrade to Basic Plan (R100/month)
  • You keep Premium access until January 31
  • Starting February 1, you are billed R100/month for Basic Plan
  • No refund for January 15-31 period

5. NON-REFUNDABLE ITEMS AND SERVICES

5.1 Completed VR Sessions

Policy: VR sessions that have been fully delivered are non-refundable.

“Fully Delivered” means:

  • Students successfully joined the VR session
  • The session ran for the scheduled duration
  • No technical issues on SemVR’s side prevented the session from proceeding
  • Content was accessible and functional

Exception: If technical issues on SemVR’s side caused the session to fail, see Section 8 (Technical Issues).

5.2 Custom Content Development

Policy: Custom VR content developed specifically for your school is non-refundable once development begins.

Reason:

  • Custom content requires significant time, effort, and resources
  • Content is tailored specifically to your curriculum and cannot be resold
  • Development costs are incurred upfront

Cancellation Before Development Starts:

  • If you cancel before we begin development work, a full refund is provided
  • A “Development Start Notice” email will be sent before work begins

5.3 Third-Party Services

Policy: Any third-party services purchased through SemVR (e.g., content licenses from external providers) are subject to the third party’s refund policy, not SemVR’s.

Our Role:

  • We will assist in facilitating refund requests to third parties
  • Final refund decision rests with the third-party provider

5.4 Promotional or Discounted Bookings

Policy: Bookings made using promotional codes, discounts, or special offers are non-refundable unless explicitly stated in the promotion terms.

Reason:

  • Promotional pricing already includes a significant discount
  • These bookings often have limited availability and displace full-price bookings

Exception: If the promotion terms specifically state “refundable,” then standard refund policy applies.

6. REFUND REQUEST PROCESS

6.1 How to Request a Refund

Step 1: Submit a Refund Request

You can request a refund through:

Option A: SemVR Platform (Recommended)

  1. Log in to your account at https://semvr-platform.pages.dev
  2. Navigate to “My Bookings” or “Subscription Settings”
  3. Select the booking/subscription you wish to cancel
  4. Click “Request Refund” and follow the prompts
  5. Provide a brief reason for cancellation (optional but helpful)

Option B: Email

  • Send an email to support@semvr.com
  • Subject line: “Refund Request – [Booking Reference or Subscription ID]”
  • Include:
    • Your full name and school name
    • Booking reference number or subscription ID
    • Date and time of the scheduled session (for VR bookings)
    • Reason for refund request (optional)
    • Preferred refund method (original payment method or service credit)

6.2 Email Template for Refund Requests

To: support@semvr.com
Subject: Refund Request - [REF-12345]

Dear SemVR Support Team,

I am writing to request a refund for the following booking/subscription:

- **Booking Reference / Subscription ID:** REF-12345
- **School Name:** Springfield High School
- **Session Date & Time:** January 25, 2025, at 10:00 AM SAST
- **Number of Students:** 30
- **Total Amount Paid:** R600.00
- **Reason for Cancellation:** [Brief explanation, e.g., "School event rescheduled"]

I understand the refund policy and request processing according to the applicable refund tier.

**Preferred Refund Method:**
☐ Original payment method (bank account/card)
☐ Service credit to SemVR account

Thank you for your assistance.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

6.3 Required Information

To process your refund, we need:

  • Booking reference number or subscription ID (found in your confirmation email or Platform dashboard)
  • Original payment method details (we refund to the same method used for payment)
  • Contact information (email and phone number for refund status updates)

Missing Information: If your refund request is missing required information, we will contact you within 1 business day to request it. This may delay processing.

6.4 Refund Review and Approval Process

Step 2: Review (1-3 Business Days)

Our support team will:

  1. Verify your booking/subscription details
  2. Confirm refund eligibility based on this policy
  3. Check cancellation timing and applicable refund tier (100%, 50%, or 0%)
  4. Review any special circumstances or exceptions

Step 3: Approval Notification (1 Business Day)

You will receive an email notification:

  • If Approved: Confirmation of refund amount, processing timeline, and expected return date
  • If Denied: Explanation of why the refund was denied and any alternative options (e.g., rescheduling, service credit)

Step 4: Refund Processing (See Section 10 for timelines)

6.5 Refund Request Deadlines

VR Session Bookings:

  • You must submit the refund request before the applicable cancellation deadline (48 hours for full refund, 24 hours for partial refund)
  • Requests submitted after the session has started will be reviewed on a case-by-case basis (see Section 11 for special circumstances)

Subscriptions:

  • 7-day guarantee: Request must be submitted within 7 days of initial payment
  • Mid-subscription cancellations: Can be requested anytime, but no prorated refunds

7. SERVICE CREDITS AS ALTERNATIVE

7.1 What Are Service Credits?

Service credits are SemVR account credits that can be used to book future VR sessions or pay for subscription upgrades. They function like store credit and offer several advantages over cash refunds.

7.2 Benefits of Choosing Service Credits

Advantages:

  • 10% Bonus: If you choose service credits instead of a cash refund, we add 10% extra credit to your account
  • Immediate Availability: Credits are added instantly (no waiting for bank processing)
  • Flexibility: Use credits for any future VR session bookings or subscription upgrades
  • No Expiration: Service credits never expire
  • Transferable: Can be used by any user within your school account

Example:

  • You are eligible for a R200 refund
  • Option A (Cash Refund): R200 returned to your bank account in 5-10 business days
  • Option B (Service Credit): R220 credited to your SemVR account immediately (R200 + 10% bonus)

7.3 How to Request Service Credits

When submitting a refund request (see Section 6), simply indicate your preference:

  • Platform: Select “Service Credit” when completing the refund request form
  • Email: Include in your refund request: “I would like to receive service credits instead of a cash refund”

7.4 Using Service Credits

How to Use:

  1. Service credits are automatically applied at checkout when booking a new VR session
  2. You can choose to use all or part of your credits for each booking
  3. Remaining credits stay in your account for future use

Example:

  • Your account has R500 in service credits
  • You book a session for 30 students (30 × R20 = R600)
  • At checkout:
    • R500 is deducted from your credits
    • You pay R100 via card/bank transfer
    • Your remaining credit balance: R0

7.5 Service Credit Expiration and Transfers

Expiration:

  • Service credits never expire
  • Valid for as long as your school account is active

Transfers:

  • Credits are tied to your school account, not individual user accounts
  • Any administrator or educator within your school can use the credits
  • Credits cannot be transferred to other schools or cashed out

8. TECHNICAL ISSUES AND PLATFORM FAILURES

8.1 SemVR Platform Failures

If a VR session cannot be completed due to technical issues on SemVR’s side, you are entitled to:

Option 1: Full Refund (100%)

  • Immediate refund of the full session cost
  • Processed within 2 business days

Option 2: Free Rescheduling

  • Reschedule the session to any available date/time at no additional cost
  • Priority booking for the rescheduled session

Option 3: Service Credit with Bonus

  • Receive 120% of the session cost as service credits (e.g., R600 session = R720 credit)

8.2 What Qualifies as “SemVR’s Fault”?

SemVR-Side Issues (Eligible for Refund/Rescheduling):

  • SemVR Platform server outage or downtime
  • VR content fails to load or is corrupted
  • Session host/facilitator does not join the session
  • Authentication/login issues caused by SemVR backend
  • Billing errors or incorrect charges

Customer-Side Issues (Not Eligible for Refund):

  • Internet connectivity problems at your school
  • Device compatibility issues (using unsupported browsers/devices)
  • User error (e.g., incorrect login credentials, students joining wrong session)
  • Network firewall blocking access to SemVR servers (school IT policy)

8.3 Reporting Technical Issues

During a Session:

  1. Immediately contact SemVR support via live chat (available during session hours)
  2. Call our technical support hotline: +27 [Phone Number]
  3. Email support@semvr.com with subject “URGENT: Technical Issue During Session”

After a Session:

  1. Submit a support ticket through the Platform
  2. Email support@semvr.com with:
    • Booking reference number
    • Date and time of the session
    • Detailed description of the technical issue
    • Screenshots or error messages (if available)

Response Time:

  • Live chat during sessions: Immediate response
  • Email/support tickets: Within 4 business hours
  • Refund decisions for technical issues: Within 24 hours

8.4 Partial Session Completion

If a session starts successfully but is interrupted mid-way due to technical issues:

SemVR-Side Issues:

  • If less than 50% of the session was completed: Full refund or free rescheduling
  • If 50%-80% was completed: 50% refund or free rescheduling
  • If more than 80% was completed: No refund, but 25% service credit as goodwill gesture

Customer-Side Issues:

  • No refund, but you may reschedule (standard rescheduling fees apply, see Section 12)

9. BILLING ERRORS AND DISPUTES

9.1 Duplicate Charges

If you are accidentally charged twice for the same booking or subscription:

  • Full refund of the duplicate charge
  • Processed within 2 business days of notification
  • No questions asked

How to Report:

  • Email support@semvr.com with subject “Duplicate Charge – [Booking Reference]”
  • Include:
    • Both transaction IDs (from your bank statement or confirmation emails)
    • Booking reference number
    • Amount charged

9.2 Incorrect Amounts Charged

If you are charged an incorrect amount (more than the quoted price):

  • Refund of the difference between the quoted price and the amount charged
  • Processed within 2 business days

Example:

  • Quoted price: R500 (25 students × R20)
  • Amount charged: R600
  • Refund issued: R100

9.3 Unauthorized Charges

If you see a charge on your statement that you did not authorize:

  • Immediately contact support@semvr.com with subject “Unauthorized Charge Dispute”
  • We will:
    • Investigate the charge within 1 business day
    • Suspend the charge if it appears unauthorized
    • Issue a full refund if the charge is confirmed as unauthorized
  • If you believe your payment method was compromised, also contact your bank/card issuer

9.4 Disputing a Refund Decision

If your refund request is denied and you believe it should be approved:

Step 1: Request a Review

  • Email escalations@semvr.com with subject “Refund Decision Appeal – [Booking Reference]”
  • Provide:
    • Original refund request details
    • Reason why you believe the denial was incorrect
    • Any supporting documentation

Step 2: Escalation Review (3-5 Business Days)

  • A senior support manager will review your case
  • You will receive a detailed explanation of the final decision

Step 3: External Dispute Resolution

  • If you remain unsatisfied, you may contact the Consumer Goods and Services Ombud (South Africa) or your local consumer protection authority
  • See Section 19 for your legal rights

10. PAYMENT METHOD AND PROCESSING TIMES

10.1 Refund Payment Methods

Policy: Refunds are issued to the original payment method used for the booking or subscription.

Supported Payment Methods:

  • Credit/Debit Cards: Refunded to the same card
  • Bank Transfer/EFT: Refunded to the same bank account
  • PayPal/Third-Party Processors: Refunded via the same processor

Unable to Refund to Original Method:

  • If the original payment method is no longer valid (e.g., expired card, closed bank account), contact support@semvr.com to arrange an alternative refund method (bank transfer or service credit)

10.2 Refund Processing Times by Payment Method

Payment MethodSemVR Processing TimeBank/Provider Processing TimeTotal Time
Credit/Debit Card2 business days5-10 business days7-12 business days
Bank Transfer/EFT2 business days3-5 business days5-7 business days
PayPal2 business days1-3 business days3-5 business days
Service CreditImmediateN/AImmediate

Notes:

  • “SemVR Processing Time” = time from refund approval to refund being sent to your bank/payment provider
  • “Bank/Provider Processing Time” = time for your bank/provider to credit your account (outside SemVR’s control)
  • Business days = Monday-Friday, excluding South African public holidays

10.3 Refund Status Tracking

How to Check Refund Status:

Option 1: SemVR Platform

  1. Log in to your account
  2. Navigate to “My Bookings” or “Subscription Settings”
  3. View refund status: “Pending,” “Approved,” “Processing,” or “Completed”

Option 2: Email Notifications

  • You will receive email updates at each stage:
    • Refund request received
    • Refund approved/denied
    • Refund processing started
    • Refund completed

Option 3: Contact Support

  • Email support@semvr.com with your booking reference
  • We will provide the current status and estimated completion date

10.4 Delayed Refunds

If your refund has not appeared in your account after the expected timeframe:

Step 1: Check Your Bank/Payment Provider

  • Contact your bank/card issuer to confirm if the refund was received on their end
  • Provide them with the refund transaction ID (available in your refund confirmation email)

Step 2: Contact SemVR Support

  • Email support@semvr.com with subject “Delayed Refund – [Booking Reference]”
  • We will provide proof of refund issuance (transaction receipt) that you can share with your bank

Step 3: Reissue (If Necessary)

  • If the refund is confirmed lost, we will reissue it within 2 business days

11. SPECIAL CIRCUMSTANCES AND EXCEPTIONS

11.1 Emergency Situations

In the event of genuine emergencies, we may waive standard refund policies on a case-by-case basis.

Examples of Emergencies:

  • School closure due to natural disaster (flood, fire, earthquake)
  • Government-mandated lockdown or school closure (e.g., pandemic)
  • Serious illness or hospitalization of key staff
  • Death of a student or staff member

How to Request Emergency Refund:

  • Email support@semvr.com with subject “Emergency Refund Request – [Booking Reference]”
  • Provide:
    • Explanation of the emergency situation
    • Supporting documentation (e.g., government notice, medical certificate)
  • We will review within 24 hours and prioritize processing

11.2 Force Majeure Events

Definition: Events beyond anyone’s control that prevent the VR session from taking place.

Examples:

  • National power outages (load shedding beyond scheduled times)
  • Natural disasters affecting school or SemVR operations
  • Government-imposed restrictions on educational activities
  • Acts of war or terrorism

Refund Policy:

  • Full refund (100%) or free rescheduling at your choice
  • No penalties or administrative fees

11.3 Repeated Cancellations

If your school cancels 3 or more sessions within a 6-month period with less than 48 hours notice:

  • We reserve the right to require prepayment for future bookings
  • Future cancellations may not be eligible for refunds (no-show policy applies)
  • This policy protects SemVR from revenue loss and ensures availability for committed schools

Exception: Repeated cancellations due to force majeure or emergencies are not penalized.

11.4 Goodwill Gestures

In certain situations, even if you are not eligible for a refund under this policy, we may offer:

  • Partial service credit (25%-50% of the booking cost)
  • Discounted rescheduling
  • Complimentary add-on services for future bookings

These are discretionary and evaluated case-by-case based on:

  • Your history with SemVR (loyal customers are prioritized)
  • The reason for the late cancellation
  • Our ability to re-book the time slot

12. CHANGES TO BOOKINGS (RESCHEDULING VS. CANCELLATION)

12.1 Free Rescheduling (No Refund Needed)

Instead of cancelling and requesting a refund, you may reschedule your VR session at no additional cost if:

  • The rescheduling request is made 48 hours or more before the original session time
  • The new requested date/time is within 90 days of the original session
  • Availability exists for the new date/time

How to Reschedule:

  1. Log in to the SemVR Platform
  2. Navigate to “My Bookings”
  3. Select the booking and click “Reschedule”
  4. Choose a new date/time from available slots
  5. Confirm the change (no refund/rebooking fees)

Why Reschedule Instead of Cancel?

  • Faster: No refund processing time
  • No Loss: You retain the full value of your booking
  • Priority: Rescheduled bookings receive priority in our calendar

12.2 Late Rescheduling (Within 48 Hours)

If you request to reschedule less than 48 hours before the original session:

  • Standard cancellation policy applies (50% refund if within 24-48 hours, 0% if less than 24 hours)
  • You must book a new session separately and pay the full amount

Exception: Force majeure or emergency situations (see Section 11.1) may qualify for free late rescheduling.

12.3 Changing Session Details (Number of Students, Content)

Minor Changes (No Fee):

  • Adding/removing up to 5 students: No fee, update anytime before session
  • Changing VR content/topic: No fee if requested at least 24 hours before session

Major Changes (May Incur Fees):

  • Adding more than 5 students: Pay the difference (additional students × R20)
  • Changing to premium content: Pay the upgrade fee (if applicable)

How to Make Changes:

  • Email support@semvr.com or use the “Edit Booking” feature on the Platform
  • Changes are subject to availability and approval

13. REFUND PROCESSING TIMES SUMMARY

Quick Reference Table:

Refund TypeReview TimeApproval TimeProcessing TimeTotal Time
VR Session (100% Refund)1 business dayImmediate2 business days5-10 business days
VR Session (50% Refund)3 business days2 business days2 business days7-12 business days
Subscription (7-Day Guarantee)1 business dayImmediate2 business days5-10 business days
Billing ErrorImmediateImmediate2 business days3-5 business days
Technical Issue (SemVR Fault)1 business dayImmediate2 business days5-7 business days
Service CreditImmediateImmediateImmediateImmediate

Factors That May Delay Processing:

  • Weekends and public holidays (business days only)
  • Missing information in refund request (we will contact you)
  • Payment provider delays (outside SemVR’s control)
  • Disputed refunds requiring escalation

14. CONTACT INFORMATION FOR REFUND REQUESTS

14.1 Refund Support Contacts

Email: support@semvr.com
Subject Line Format: “Refund Request – [Booking Reference or Subscription ID]”
Response Time: Within 4 business hours (Monday-Friday, 8:00 AM – 5:00 PM SAST)

Phone (For Urgent Issues): +27 [Phone Number]
Hours: Monday-Friday, 8:00 AM – 5:00 PM SAST

Live Chat (During Sessions): Available on the SemVR Platform during active session hours
Response Time: Immediate (for technical issues during sessions)

14.2 Escalations and Complaints

Email: escalations@semvr.com
Purpose: Appeal denied refund decisions, file formal complaints, escalate unresolved issues
Response Time: Within 3 business days

14.3 Billing and Payment Inquiries

Email: billing@semvr.com
Purpose: Billing errors, duplicate charges, invoice requests, payment plan inquiries
Response Time: Within 2 business days

14.4 General Customer Support

Email: hello@semvr.com
Purpose: General questions, platform assistance, booking inquiries
Response Time: Within 24 hours

15. LEGAL COMPLIANCE

15.1 South African Consumer Protection Act, 2008 (CPA)

This Returns & Refunds Policy complies with the Consumer Protection Act, 2008, which grants South African consumers the right to:

  • Fair and honest dealing by service providers
  • Cooling-off period for certain transactions (7-day money-back guarantee for subscriptions)
  • Refunds for defective services (technical issues on SemVR’s side)

Relevant CPA Sections:

  • Section 20: Right to fair, reasonable, and just terms and conditions
  • Section 47: Direct marketing and cooling-off rights (7-day guarantee)
  • Section 54: Supplier’s liability for defective services (technical failures)

15.2 Electronic Communications and Transactions Act, 2002 (ECTA)

As an online platform, SemVR complies with ECTA, which governs electronic transactions in South Africa:

  • Section 43: Consumers have the right to cancel electronic transactions within a reasonable time (our 48-hour cancellation window exceeds ECTA minimums)
  • Section 44: Refunds must be processed within 30 days (we process within 5-12 business days)

15.3 Protection of Personal Information Act, 2013 (POPIA)

Your personal information submitted during refund requests (name, email, bank details) is protected under POPIA:

15.4 Your Consumer Rights

Under South African law, you have the right to:

  • Request a refund for services not delivered as promised
  • Dispute charges and receive a fair review of your case
  • Contact the Consumer Goods and Services Ombud if you believe your refund request was unfairly denied

Consumer Goods and Services Ombud (South Africa):

  • Website: www.cgso.org.za
  • Email: info@cgso.org.za
  • Phone: 0860 000 272

16. CHANGES TO THIS POLICY

16.1 Policy Updates

SemVR reserves the right to update this Returns & Refunds Policy at any time. Changes may be made to:

  • Reflect changes in South African consumer protection laws
  • Improve clarity and customer experience
  • Adjust refund timelines or processes based on operational needs

Notification of Changes:

  • We will notify you of material changes via email (sent to your registered email address)
  • The updated policy will be posted on our website with a new “Last Updated” date
  • Continued use of the Platform after changes constitutes acceptance of the updated policy

16.2 Applicability of Policy Versions

For Existing Bookings:

  • The policy version in effect at the time of booking applies to that booking
  • If you booked a session on January 10, 2025, the January 10 policy version governs your refund rights (even if we update the policy on January 20)

For New Bookings:

  • The current policy version applies to all new bookings made after a policy update

17. FREQUENTLY ASKED QUESTIONS (FAQ)

Q1: Can I get a refund if I cancel 30 hours before my session?

A: Yes, you are eligible for a 50% partial refund. Cancellations made between 24-48 hours before the session receive a 50% refund (50% administrative fee retained). The refund will be processed within 7-12 business days.

Q2: What happens if my students don’t show up for the session?

A: No-shows (students did not join the scheduled session) are non-refundable. This is because SemVR has already allocated resources, staff, and time for your session. To avoid no-show charges, please cancel at least 48 hours in advance if your plans change.

Q3: Can I reschedule instead of cancelling?

A: Yes! Rescheduling is free if requested at least 48 hours before the original session. You retain the full value of your booking and can choose a new date/time (subject to availability). Rescheduling is faster than refunds and ensures you don’t lose any value. See Section 12 for details.

Q4: How long does it take to receive my refund?

A: Refunds are processed in 5-12 business days depending on your payment method:

  • Credit/Debit Card: 7-12 business days
  • Bank Transfer/EFT: 5-7 business days
  • PayPal: 3-5 business days
  • Service Credit: Immediate

SemVR processes refunds within 2 business days; the remaining time is your bank/payment provider’s processing time.

Q5: What is the 7-day money-back guarantee?

A: New subscribers to paid plans (Basic, Premium, Enterprise) can request a full refund if they cancel within 7 days of their first payment. This applies to first-time subscribers only. After 7 days, the standard subscription refund policy applies (no prorated refunds for partial months).

Q6: Can I get a refund if the VR session didn’t work due to my internet connection?

A: No, technical issues on the customer’s side (internet connectivity, device compatibility, firewall settings) are not eligible for refunds. However, if the issue was caused by SemVR’s platform (server outage, content failure), you are eligible for a full refund or free rescheduling. See Section 8 for technical issue policies.

Q7: What are service credits, and why would I choose them over a cash refund?

A: Service credits are SemVR account credits that can be used for future VR session bookings or subscription upgrades. Benefits include:

  • 10% bonus (e.g., R200 refund = R220 credit)
  • Immediate availability (no waiting for bank processing)
  • Never expire
  • Transferable within your school account

Choose service credits if you plan to book future VR sessions and want to maximize value. See Section 7 for details.

Q8: Can I transfer my booking to another school?

A: No, bookings are non-transferable between schools. However, within your own school, any administrator or educator can use the booking. If you need to cancel, you may request a refund (subject to the cancellation timeline) or choose service credits that can be used for future bookings.

Q9: What happens if SemVR cancels my session?

A: If SemVR must cancel your session (due to technical issues, staffing shortages, or force majeure), you will receive:

  • Option 1: Full refund (100%) processed within 2 business days
  • Option 2: Free rescheduling to any available date/time with priority booking
  • Option 3: 120% service credit (e.g., R600 session = R720 credit)

We will notify you as soon as possible (at least 24 hours in advance when feasible).

Q10: How do I dispute a denied refund request?

A: If your refund request is denied and you believe it should be approved:

  1. Email escalations@semvr.com with subject “Refund Decision Appeal – [Booking Reference]”
  2. Provide your original refund request details and reason for appeal
  3. A senior support manager will review within 3-5 business days
  4. If still unsatisfied, contact the Consumer Goods and Services Ombud (South Africa) at www.cgso.org.za

See Section 9.4 for the full dispute process.

18. EXAMPLES AND SCENARIOS

Scenario 1: Full Refund (100%) – Cancellation 5 Days in Advance

Situation:

  • Springfield High School books a VR session for 30 students on January 20, 2025, at 10:00 AM
  • Total cost: 30 × R20 = R600
  • On January 15, 2025, the school principal decides to cancel due to a conflicting school event

Timeline:

  • Booking date: January 10, 2025
  • Cancellation request: January 15, 2025 (5 days before session)
  • Scheduled session: January 20, 2025, 10:00 AM

Refund Eligibility:

  • Cancellation made 5 days (120 hours) before the session
  • This is more than 48 hours, so 100% full refund applies

Process:

  1. Principal submits refund request via SemVR Platform on January 15
  2. SemVR approves refund on January 15 (same day, automated approval)
  3. Refund of R600 is processed on January 17
  4. Funds appear in school’s bank account by January 24 (5-10 business days)

Outcome: ✅ Full refund received, no penalties.

Scenario 2: Partial Refund (50%) – Cancellation 36 Hours Before

Situation:

  • Greenfield Academy books a VR session for 25 students on January 22, 2025, at 2:00 PM
  • Total cost: 25 × R20 = R500
  • On January 21, 2025, at 2:00 AM (36 hours before), the school IT coordinator realizes their internet will be down for maintenance

Timeline:

  • Booking date: January 15, 2025
  • Cancellation request: January 21, 2025, 2:00 AM (36 hours before session)
  • Scheduled session: January 22, 2025, 2:00 PM

Refund Eligibility:

  • Cancellation made 36 hours before the session
  • This is between 24-48 hours, so 50% partial refund applies
  • 50% administrative fee retained by SemVR

Process:

  1. IT coordinator submits refund request via email on January 21, 2:00 AM
  2. SemVR reviews request on January 21 (business day)
  3. School administrator approves the cancellation on January 21
  4. SemVR processes R250 refund (50% of R500) on January 23
  5. Funds appear in school’s bank account by January 30 (7-12 business days)

Outcome: ⚠️ Partial refund of R250 received. R250 retained by SemVR as administrative fee.

Scenario 3: No Refund (0%) – Cancellation 6 Hours Before

Situation:

  • Riverside School books a VR session for 40 students on January 25, 2025, at 9:00 AM
  • Total cost: 40 × R20 = R800
  • On January 25, 2025, at 3:00 AM (6 hours before), the school principal calls in sick, and the substitute teacher is unfamiliar with VR sessions. School decides to cancel.

Timeline:

  • Booking date: January 18, 2025
  • Cancellation request: January 25, 2025, 3:00 AM (6 hours before session)
  • Scheduled session: January 25, 2025, 9:00 AM

Refund Eligibility:

  • Cancellation made 6 hours (< 24 hours) before the session
  • No refund policy applies

Process:

  1. Principal’s assistant submits refund request via email on January 25, 3:00 AM
  2. SemVR reviews and denies refund on January 25, 8:00 AM (before session)
  3. Email sent to school explaining no-refund policy and offering alternatives:
    • Free rescheduling (if requested immediately)
    • 25% service credit as goodwill gesture (R200 credit)

Outcome: ❌ No cash refund. School accepts 25% service credit (R200) and reschedules the session for February 1, 2025.

Scenario 4: Technical Issue (SemVR Fault) – Full Refund or Free Rescheduling

Situation:

  • Lakeside Primary School books a VR session for 35 students on January 28, 2025, at 11:00 AM
  • Total cost: 35 × R20 = R700
  • On January 28 at 11:00 AM, students log in, but the VR content fails to load due to a SemVR server outage
  • Session is cancelled after 15 minutes of troubleshooting

Timeline:

  • Booking date: January 20, 2025
  • Scheduled session: January 28, 2025, 11:00 AM
  • Technical issue: January 28, 2025, 11:00 AM (SemVR server outage)

Refund Eligibility:

  • Technical failure on SemVR’s side (server outage)
  • Session could not be completed (less than 50% of session delivered)
  • Full refund (100%) or free rescheduling eligible

Process:

  1. Teacher contacts SemVR live chat during session (11:10 AM)
  2. SemVR support confirms server outage and offers immediate options:
    • Option A: Full refund of R700 (processed within 2 business days)
    • Option B: Free rescheduling to any available date with priority booking
    • Option C: 120% service credit (R840)
  3. School chooses Option B (free rescheduling)
  4. Session rescheduled to January 30, 2025, at 10:00 AM with priority booking
  5. Session on January 30 completes successfully

Outcome: ✅ Free rescheduling provided. No refund needed. School also receives complimentary add-on content as apology.

Scenario 5: 7-Day Money-Back Guarantee (New Subscription)

Situation:

  • Blue Valley High School subscribes to the Premium Plan (R200/month) on January 10, 2025
  • After 5 days of using the platform, the school decides the Basic Plan (R100/month) is sufficient for their needs
  • They request a refund on January 15, 2025 (within 7-day window)

Timeline:

  • Subscription start date: January 10, 2025
  • First payment: R200 (January 10)
  • Refund request: January 15, 2025 (5 days later)
  • 7-day window ends: January 17, 2025

Refund Eligibility:

  • Request made within 7 days of initial subscription payment
  • This is a first-time subscription (new customer)
  • 100% full refund under 7-day money-back guarantee

Process:

  1. School administrator submits refund request via Platform on January 15
  2. SemVR approves refund immediately (automated for 7-day guarantee)
  3. Refund of R200 is processed on January 16
  4. Funds appear in school’s bank account by January 23 (5-10 business days)
  5. School subscription is downgraded to Free Plan immediately
  6. School can later subscribe to Basic Plan if desired

Outcome: ✅ Full refund of R200 received. School can re-subscribe to Basic Plan (R100/month) anytime.

Scenario 6: Service Credit Bonus (Customer Chooses Credit Over Cash)

Situation:

  • Sunnydale School books a VR session for 50 students on February 5, 2025, at 1:00 PM
  • Total cost: 50 × R20 = R1,000
  • On February 2, 2025 (3 days before), school decides to cancel due to a surprise curriculum change
  • School is eligible for 100% full refund (R1,000)

Timeline:

  • Booking date: January 25, 2025
  • Cancellation request: February 2, 2025 (3 days = 72 hours before session)
  • Scheduled session: February 5, 2025, 1:00 PM

Refund Eligibility:

  • Cancellation made 72 hours before the session (more than 48 hours)
  • 100% full refund eligible (R1,000)

Process:

  1. School administrator submits refund request on February 2
  2. SemVR offers two options:
    • Option A (Cash Refund): R1,000 refunded to bank account in 5-10 business days
    • Option B (Service Credit): R1,100 (R1,000 + 10% bonus) credited immediately to school account
  3. School chooses Option B (service credit with 10% bonus)
  4. R1,100 service credit is added to school’s SemVR account on February 2 (immediately)
  5. School uses the R1,100 credit to book:
    • Session 1: 30 students on February 15 (R600)
    • Session 2: 25 students on February 22 (R500)
    • Remaining credit: R0

Outcome: ✅ School receives R1,100 in value (instead of R1,000 cash) and books two future sessions. Faster processing and more value.

19. YOUR RIGHTS UNDER SOUTH AFRICAN LAW

19.1 Consumer Protection Act, 2008 (CPA)

As a consumer in South Africa, you have the following rights under the CPA:

Right to Fair Dealing (Section 40):

  • You have the right to fair, honest, and transparent terms and conditions
  • This policy is written in plain language to ensure you understand your rights

Right to Fair Value, Good Quality, and Safety (Section 53-61):

  • You have the right to receive services that are of good quality and fit for purpose
  • If SemVR fails to deliver the service as promised, you are entitled to a refund or remedy

Right to Return Services (Section 20):

  • You may cancel bookings and request refunds according to the terms outlined in this policy
  • The CPA requires “fair and reasonable” cancellation terms, which our 48-hour full refund window exceeds

Right to Disclosure of Information (Section 22-24):

  • You have the right to clear information about pricing, fees, and refund policies before booking
  • This policy is publicly available on our website and during the booking process

19.2 Electronic Communications and Transactions Act, 2002 (ECTA)

Cooling-Off Period (Section 44):

  • For electronic transactions, consumers have the right to cancel within a “cooling-off period”
  • Our 7-day money-back guarantee for subscriptions aligns with ECTA requirements
  • ECTA requires refunds to be processed within 30 days; we process within 5-12 business days

Right to Information (Section 43):

  • Before completing a transaction, you must be provided with:
    • Full pricing information (R20 per student per session)
    • Terms and conditions (this policy)
    • Refund and return policies (outlined in this document)

19.3 Protection of Personal Information Act, 2013 (POPIA)

Data Protection During Refund Requests:

  • Your personal information (name, email, bank details) is collected only for refund processing purposes
  • We securely store your information and do not share it with third parties without your consent
  • You have the right to request access to, correction of, or deletion of your personal information
  • See our full Privacy Policy at [https://semvr-platform.pages.dev/static/privacy-policy.html]

19.4 How to File a Complaint

If you believe SemVR has violated your consumer rights or you are dissatisfied with our refund decision:

Step 1: Contact SemVR Support

  • Email: escalations@semvr.com
  • We will review your complaint within 3-5 business days and attempt to resolve it

Step 2: Consumer Goods and Services Ombud (CGSO)

  • If SemVR’s response is unsatisfactory, you may file a complaint with the CGSO
  • Website: www.cgso.org.za
  • Email: info@cgso.org.za
  • Phone: 0860 000 272
  • The CGSO is a free, independent dispute resolution service for South African consumers

Step 3: National Consumer Commission (NCC)

  • For serious violations of the CPA, contact the National Consumer Commission
  • Website: www.thencc.gov.za
  • Email: complaints@thencc.gov.za
  • Phone: 012 428 7000

20. ACKNOWLEDGMENT AND ACCEPTANCE

20.1 Agreement to Terms

By booking a VR session or subscribing to a paid plan on the SemVR Platform, you acknowledge that you have:

  • Read and understood this Returns & Refunds Policy in its entirety
  • Agree to be bound by the terms and conditions outlined in this policy
  • Understand the refund timelines (48 hours for full refund, 24-48 hours for partial refund, <24 hours for no refund)
  • Acknowledge that certain services (completed sessions, custom content) are non-refundable

20.2 Policy Availability

This policy is available:

  • On the SemVR website: [https://semvr-platform.pages.dev/static/returns-refunds.html]
  • During the booking process: A link to this policy is provided at checkout
  • In confirmation emails: A copy is sent after each booking or subscription purchase
  • On request: Email support@semvr.com to request a PDF copy

20.3 Language and Interpretation

This policy is written in English. If translated into other languages, the English version shall prevail in the event of any discrepancies or disputes.

SUMMARY OF KEY POINTS

Refund Timeline (VR Sessions):

  • ✅ 48+ hours before: 100% full refund, no questions asked
  • ⚠️ 24-48 hours before: 50% partial refund (50% admin fee)
  • ❌ Less than 24 hours: No refund

Subscription Refunds:

  • ✅ 7-day guarantee: Full refund for new subscriptions within 7 days
  • ❌ After 7 days: No prorated refunds for partial months

Alternatives to Refunds:

  • 🔄 Free rescheduling (if requested 48+ hours before session)
  • 💰 Service credits (10% bonus, immediate, never expire)

Processing Times:

  • ⏱️ Cash refunds: 5-12 business days (depending on payment method)
  • ⚡ Service credits: Immediate

Technical Issues:

  • ✅ SemVR’s fault: Full refund or free rescheduling
  • ❌ Customer’s fault: No refund

Contact for Refunds:

  • 📧 Email: support@semvr.com
  • 📞 Phone: +27 [Phone Number]

SemVR (Pty) Ltd
Email: support@semvr.com
Website: https://semvr-platform.pages.dev
Effective Date: January 15, 2025
Version: 1.0

Thank you for choosing SemVR for your virtual reality educational experiences. We are committed to providing fair, transparent, and legally compliant refund policies that protect your rights as a consumer.