Refund Policy

1. INTRODUCTION

1.1. This Refund Policy ("Policy") governs refund requests for services provided through Scholar Rides, operated by AFRO NALA (Pty) Ltd, Registration Number: 2020/484003/07.

1.2. Our registered address is: 1853 UMKONDO STREET, JOHANNESBURG, SENAOANE, SOWETO, 1818, South Africa.

1.3. By using our Service, you acknowledge that you have read and understood this Refund Policy.

2. GENERAL REFUND PRINCIPLES

2.1. All payments made for Scholar Rides services are generally non-refundable.

2.2. Refunds are only considered in exceptional circumstances as outlined in this Policy.

2.3. The decision to grant a refund is at the sole discretion of AFRO NALA (Pty) Ltd.

2.4. Processing fees, transaction fees, and administrative costs are non-refundable.

3. NON-REFUNDABLE SITUATIONS

3.1. Payments are NOT refundable in the following circumstances:
(a) Change of mind or cancellation by the Rider after contract signing
(b) Driver cancellation (subject to section 4)
(c) Service delays due to traffic, weather, or circumstances beyond our control
(d) Child absence or failure to be ready for pickup
(e) School closures or holidays (unless contract specifically provides otherwise)
(f) Disputes between Rider and Driver regarding service quality (unless service was not provided at all)
(g) Technical issues with the platform that do not prevent service delivery
(h) Rider's failure to provide accurate information (addresses, times, etc.)
(i) Rider's violation of Terms and Conditions resulting in service termination
(j) Partial service delivery (e.g., if child was picked up but not dropped off due to Rider's actions)

4. EXCEPTIONAL REFUND CONSIDERATIONS

4.1. Refunds MAY be considered (but not guaranteed) in the following limited circumstances:

(a) Complete Service Failure:
- Driver failed to provide any service for which payment was made
- No alternative Driver could be arranged
- Refund request made within 7 days of the service date
- Refund limited to the specific service date(s) not provided

(b) Platform Error:
- Duplicate charges due to technical error on our part
- Charged for services not booked
- Refund request made within 30 days of the charge

(c) Fraudulent Activity:
- Unauthorized use of payment method
- Identity theft or account compromise
- Must be reported within 48 hours

(d) Medical Emergency (Child):
- Child hospitalized or medically unable to use service
- Medical certificate required
- Refund only for future unused services, not past services
- Minimum 14 days' notice required

5. REFUND PROCESS

5.1. To request a refund:
(a) Submit a written request via email to support@scholarrides.co.za]
(b) Include: Account details, transaction reference, reason for refund, supporting documentation
(c) Refund requests must be submitted within 30 days of the service date or charge

5.2. Refund Review Process:
(a) We will review your request within 14 business days
(b) We may request additional information or documentation
(c) We reserve the right to investigate the circumstances
(d) Our decision is final and binding

5.3. If Approved:
(a) Refunds will be processed within 14-21 business days
(b) Refunds will be issued to the original payment method
(c) Processing fees may be deducted
(d) You will receive confirmation via email

6. PARTIAL REFUNDS

6.1. Partial refunds may be granted for:
- Specific days where service was not provided (with proof)
- Pro-rated amounts for early contract termination (if contract allows)
- Administrative errors resulting in overcharging

6.2. Partial refunds are calculated at our discretion and may exclude:
- Setup fees
- Processing fees
- Discounts or promotions applied
- Services already rendered

7. SUBSCRIPTION CANCELLATIONS

7.1. Cancelling a subscription does not entitle you to a refund for:
- Services already rendered
- Current billing period
- Past payments

7.2. Cancellation takes effect at the end of the current billing period.

7.3. You remain responsible for all charges until the cancellation takes effect.

8. DRIVER CANCELLATIONS

8.1. If a Driver cancels a contract:
(a) We will attempt to find a replacement Driver
(b) If no replacement is found, you may be eligible for a refund of future unused services only
(c) No refund for services already provided
(d) Refund subject to our discretion and availability of alternative services

9. DISPUTE RESOLUTION

9.1. If you dispute a charge:
(a) Contact us first to resolve the issue
(b) Provide all relevant documentation
(c) Allow 14 business days for investigation
(d) Chargebacks or payment reversals may result in account suspension

10. PROCESSING FEES

10.1. The following are non-refundable:
- Payment processing fees (typically 2-3%)
- Administrative fees
- Bank charges
- Currency conversion fees (if applicable)

11. CHARGEBACKS AND PAYMENT REVERSALS

11.1. Initiating a chargeback or payment reversal without first contacting us may result in:
- Immediate account suspension
- Permanent ban from the platform
- Legal action to recover amounts owed
- Additional fees and charges

12. CURRENCY AND EXCHANGE RATES

12.1. All refunds are processed in South African Rand (ZAR).

12.2. If original payment was in a different currency, refund amount is subject to exchange rates at the time of refund.

12.3. Exchange rate fluctuations are not our responsibility.

13. TIME LIMITATIONS

13.1. Refund requests must be submitted within:
- 30 days of the service date (for service-related issues)
- 30 days of the charge date (for billing errors)
- 48 hours (for fraudulent charges)

13.2. Requests submitted after these time-frames will not be considered.

14. NO GUARANTEE OF REFUND

14.1. This Policy does not guarantee refunds in any circumstance.

14.2. Each request is evaluated on a case-by-case basis.

14.3. Our decision is final and binding.

15. MODIFICATIONS TO POLICY

15.1. We reserve the right to modify this Refund Policy at any time.

15.2. Changes will be effective immediately upon posting.

15.3. Continued use of our Service constitutes acceptance of the modified Policy.

16. CONTACT INFORMATION

16.1. For refund requests or questions about this Policy, contact us at:
Email: support@scholarrides.co.za
Address: 1853 UMKONDO STREET, JOHANNESBURG, SENAOANE, SOWETO, 1818, South Africa

17. GOVERNING LAW

17.1. This Policy is governed by the laws of the Republic of South Africa.

By using Scholar Rides, you acknowledge that you have read, understood, and agree to this Refund Policy.