2. Definitions

The following words have specific meanings in these terms:

• "Session" means a scheduled online tutoring lesson, either one-on-one or in a group.

• "Subscription" means a monthly tutoring plan that is billed in advance through Paystack.

• "Package" means tutoring paid for in advance for a longer period, where this option is offered.

• "Account holder" means the parent, guardian or adult learner who holds the account and pays for the services.

• "Learner" means the student enrolled to receive tutoring.

• "Platform" means our website and the video, messaging and scheduling tools used to provide tutoring.

 

 

3. The service​

ScienceXperts provides online tutoring to high school learners in the subjects listed on our website. After enrolment and assessment, we match the learner with a suitable tutor and agree on a schedule with you or in group sessions, it would be to the group of the subjects enrolled for, in the  grade and curriculum specified by the family at enrolment. Sessions take place on the video platform communicated to you, although currently, the main platform used is Microsoft Teams. We may use other platforms such as Zoom, as needed. If a tutor becomes unavailable, we may arrange a suitably qualified substitute. If you have concerns about the substitute tutor, please contact us so that we can address them. Scheduling changes, cancellations and no-shows are governed by our Cancellation Policy.

We aim to support each learner’s academic progress. Section 12 explains what we can and cannot guarantee about academic results.

 

3.1 The academic year​

Our group programme follows the trend of the South African National School Calendar.

 

The final teaching day of the year is provisionally scheduled for 15 November. We will confirm this date, or notify you of any change, near the beginning of November.

 

By enrolling, you accept this year-end arrangement as part of these terms.The following arrangements apply to year-end billing. The monthly amount remains the same, including in the final month. Your November debit is the last payment for the year. Access to lessons, recordings and materials continues for the full billing month you have paid for, even after live sessions have ended for the year. At the end of that paid period, we cancel all subscriptions and no further payments are collected after November. Enrolment for the next academic year is not automatic and requires a new enrolment decision.

 

4. Payments​

Subscriptions are billed monthly in advance through Paystack/Peach on the billing date selected at sign-up. The Cancellation Policy explains how to choose or change your billing date and any short pro-rata charge that may apply when the date is changed.

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If payment is not received by the due date, a once-off late payment fee of R60 applies. This fee covers the cost of following up and is charged once per missed billing cycle. The fee and the outstanding amount must be paid before tutoring can continue.If an account remains unpaid, we may suspend access after giving written notice. Sessions scheduled during a suspension are forfeited. Suspension prevents further charges from accumulating while the account is unpaid.

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A once-off registration fee covers the assessment/tutor matching and/or onboarding. It is refundable only during the cooling-off period, as set out in the Cancellation Policy.

If we change our fees, we will give you at least 20 business days’ written notice. If you do not accept the change, you may cancel without penalty before the new fee takes effect.

 

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5. Cancellations, cooling-off and refunds

Our Cancellation Policy applies to the cancellation of sessions, subscriptions and packages, including your 7-day cooling-off right when you sign up electronically. Our Refund Policy explains when refunds are available and how they are processed. Both policies form part of these terms and provide no less than the rights available to you under the Consumer Protection Act and the Electronic Communications and Transactions Act.

 

6. Acceptable use and conduc

Focused and respectful learning requires appropriate conduct from everyone. You and your learner agree to the following:

• Treat tutors, staff and other learners with respect. Offensive, abusive or discriminatory language or behaviour is not permitted in sessions or group chats.

• Keep your account login details private and do not share access with anyone outside your household.

• Use the services only for lawful educational purposes. Do not disrupt, damage or attempt to damage the platform.

• Do not record sessions or take screenshots of other learners without permission. Our recording practices are explained in section 9.

• Provide accurate and up-to-date information and tell us if that information changes.

Tutors must follow a separate code of conduct covering professionalism, punctuality, appropriate communication and the safeguarding requirements below. These standards apply alongside the conduct expected from learners and account holders.

 

7. Safeguarding of learners

Most of our learners are minors, and safeguarding them is a priority. In practice, this means the following:

• Tutors are vetted before joining ScienceXperts. This includes identity and academic verification, as well as a written commitment to our conduct and safeguarding requirements.

• Tutors may communicate with learners only through the channels disclosed to you. A parent or guardian may be present or within earshot during a session, and we encourage this for younger learners.

• Tutors may not arrange private contact with a learner through social media or any other channel, or meet a learner in person, without the guardian’s explicit prior consent.

• A parent, learner or tutor may raise a safeguarding concern confidentially with our safeguarding contact: Bonginkosi Nyawo at bonginkosinyawo3@gmail.com. We take every concern seriously, respond promptly and report matters to the authorities when required by law. Please use this email address only for safeguarding matters.

 

8. Academic integrity and AI

ScienceXperts helps learners understand their subjects; it does not complete graded schoolwork for them. Our tutors will not complete assignments, tests or projects on a learner’s behalf. The use of AI tools by learners and tutors is governed by our AI in Learning and Teaching Policy, which forms part of these terms. AI may support learning, but it must not replace learning, and its use must be disclosed honestly.

 

9. Session recordings

Some sessions may be recorded for quality assurance, safeguarding or learner revision. A session is recorded only with the account holder’s consent, and participants are informed before recording begins. Section 5 of our Privacy Policy explains how recordings are stored and deleted.

 

10. Intellectual property

ScienceXperts owns its materials, resources, branding and platform content. Enrolled learners receive a personal licence to use these materials for their own studies. They may not copy, share, resell or redistribute the materials without our written consent. The learner retains ownership of work they produce, including their answers, essays and notes. If we want to use a learner’s work as an example, we will first obtain permission from the account holder.

 

11. Privacy

Our Privacy Policy explains how we collect, use, share and protect personal information, including the parent-consent requirements for learners under 18. The Privacy Policy forms part of these terms and sets out how we comply with POPIA.

 

12. Academic outcomes and limits of liability

Please read this section carefully. It limits our liability.

• We provide committed, quality tutoring with reasonable skill and care. We do not guarantee a specific mark, grade or admission outcome, as these depend on factors beyond tutoring, including the learner’s own effort.

• We are not responsible for problems on the learner’s side, including internet, power or device failures. The Cancellation Policy explains any accommodation that may apply in these circumstances.

• To the extent permitted by law, our total liability to you under this agreement is limited to the fees you paid us during the 3 months before the event that gave rise to the claim.

• Nothing in these terms excludes or limits any liability that cannot lawfully be excluded, including liability for gross negligence. These terms do not take away any rights you have under the Consumer Protection Act.

 

13. Indemnity

You indemnify ScienceXperts, its owners and tutors against claims, damages and expenses arising from use of the services by you or your learner in breach of these terms. This indemnity does not apply where a claim arises from our own breach, negligence or misconduct.

 

14. Suspension and termination

• We may suspend or terminate an account for non-payment after giving notice, for a serious or repeated breach of these terms, or for misconduct towards tutors, staff or other learners.

• If we terminate the agreement for a reason other than your breach, we will refund all unused prepaid fees.

• You may end this agreement at any time in accordance with the Cancellation Policy.

• Any section that is intended by its nature to continue after termination, including the sections on intellectual property, liability and privacy, will remain in effect.

 

15. Complaints and disputes

If you have a complaint or dispute, please follow the process below:

Step 1: Contact us at sciencexpertstutoring@gmail.com or on WhatsApp at 067 248 6493. We will respond within 5 business days.

Step 2: If you are not satisfied with our response, ask for the matter to be escalated to management. Management will review it and respond within a further 5 business days.

Step 3: If the matter remains unresolved, you may refer it to the Consumer Goods and Services Ombud (www.cgso.org.za) at no cost, or use any other forum available to you by law, including the National Consumer Commission or the courts. Nothing in these terms limits those rights.

These terms are governed by the laws of South Africa.

 

16. Changes to these terms

We may update these terms from time to time. If a material change affects pricing or your rights, we will email account holders at least 20 business days before it takes effect. If you do not accept the change, you may cancel without penalty before the effective date. The version number and date at the top of this document identify the current terms.

 

17. General

• Notices: We send notices to the account holder’s email address on file. You may send notices to sciencexpertstutoring@gmail.com. Electronic notices are valid.

• Assignment: You may not transfer this agreement without our written consent. We may transfer it to a successor to the business after giving you notice.

• Severability: If any clause is found to be invalid, the rest of the agreement will remain in effect.

• No waiver: If we do not enforce a clause on one occasion, we may still enforce it later.

• Entire agreement: These terms and the policies incorporated into them form the whole agreement between us regarding the services.

• Force majeure: Neither party is liable for a failure caused by an event beyond reasonable control, including a natural disaster, pandemic, national power grid failure or internet outage. Ordinary load-shedding at the time of a session is dealt with under the Cancellation Policy rather than this clause.

 

18. Company information

The following information is provided in terms of section 43 of the Electronic Communications and Transactions Act:

• Legal name and status: ScienceXperts (Pty) Ltd | Registration number: 2026/599294/07

• Physical address: Observatory, Cape Town, 7925

• Email: sciencexpertstutoring@gmail.com

• Phone / WhatsApp: 067 248 6493 

• Website: www.sciencexpertstutoring.com

• Payment methods: Card and debit order through Paystack/Peach or another subscription service used by ScienceXperts takes priority / preference. However, EFT payment can be made on approval and under specific conditions where EFT payment is the most appropriate option. We currently do not utilise our collection facility for debit orders, we may utilise the facility if needed and there is reasonable demand.

• Pricing: All fees, including the registration fee and the R60 late payment fee, are shown on our website and confirmed before payment.

• Cooling-off: You have the 7-day cooling-off right described in section 44 of the Act and in our Cancellation Policy.