i2Graduates - Refund Policy
Last Updated: March 18, 2026
Effective Date: March 18, 2026
i2Graduates ("we", "us", "our") is committed to complying fully with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). This Refund Policy outlines your rights and our obligations regarding refunds, returns, cancellations, and remedies. It forms part of our Terms and Conditions and should be read together with our Shipping & Delivery Policy.
No term in this policy limits or waives any right you have under the CPA or ECT Act. Any provision that purports to do so is void to that extent. We believe in fair dealing and transparency, and this policy reflects both our legal obligations and our commitment to treating customers honestly.
1. Digital Products (PDFs, e-modules, SASL videos, downloadable files)
Our primary products are digital learning materials, including Skills Programmes and Occupational Qualifications content delivered in various formats and languages.
No general right of return or refund for change of mind
Due to the nature of digital content, which can be instantly accessed, downloaded, copied, or transferred, we do not offer refunds simply because you have changed your mind, found the material too challenging, or decided you no longer need the content. Once a digital product has been delivered (access granted via download link, email, or account dashboard) and you have accessed or downloaded it, it is non-refundable except where required by law as set out below.
Exceptions where refunds are required by law
Defective or non-conforming digital content (CPA Section 55 & 56 read with ECT Act): If the digital product is inaccessible, corrupted, incomplete, unreadable, or materially fails to conform to the description provided on our website within 6 months of delivery, you may return it by notifying us in writing. Upon confirmation of the defect, you may elect one of the following remedies at your choice:
Repair or replacement (where feasible, such as re-issuing a corrected file, providing the correct language version, or supplying a functioning download link), or
A full refund of the purchase price.
We will process the chosen remedy at our own risk and expense, including any costs associated with verifying the defect.
Misleading description or false representation (CPA Section 41): If the product materially differs from the description, preview, sample, or specifications advertised on our website at the time of purchase, you are entitled to a full refund. This includes situations where the content does not align with the stated QCTO unit standards, the language is incorrect despite your selection, or the format (e.g., SASL video quality) does not match what was represented.
Failure to deliver (CPA Section 19): If we fail to deliver access to the digital product within the stated timeframe (1–3 business days) or any extended period agreed upon, and you have not yet accessed the material, you may cancel the transaction and receive a full refund. Should delivery be partially completed, you may reject the partial delivery and receive a refund for the undelivered portion.
No cooling-off period for digital content once accessed
Under the ECT Act (Section 44) and the CPA, consumers have a cooling-off right of 7 days for electronic transactions. However, this right does not apply to digital content if:
You have expressly consented to the immediate supply of the digital content before the cooling-off period expires.
You have acknowledged that by consenting to immediate access, you will lose the right to cancel.
You have actually accessed or downloaded the content.
We provide clear previews, sample pages, and detailed descriptions on all product pages to allow you to inspect the materials thoroughly before purchase. By completing a purchase and accessing the digital content, you acknowledge that you have had the opportunity to review these previews and that the cooling-off right is lost upon access.
2. Physical / Printed Products (including printed learner kits, workbooks, PoEs, sample packs)
Defective, unsafe, or non-conforming goods (CPA Section 56):
You may return physical goods at our risk and expense within 6 months after delivery if they fail to meet the quality standards set out in Section 55 of the CPA. This includes, but is not limited to:
Defective printing (e.g., missing pages, illegible text, poor binding).
Incorrect language, version, or qualification as ordered.
Damaged goods received in a condition that is not safe or usable.
Materials that are incomplete or missing significant components.
Upon confirming the defect, you may elect at your choice:
Repair (where feasible, such as rebinding or replacing specific pages).
Replacement with a corrected or complete version.
A full refund of the purchase price, including any original delivery fees.
If we repair the goods and the same defect re-occurs (or a new defect arises) within 3 months of the repair, you may then choose either a replacement or a full refund.
No general change-of-mind return for physical goods
Except where required by law (such as the direct marketing cooling-off period or the inability to inspect the goods before purchase in an electronic transaction), we do not offer voluntary returns or refunds for printed materials simply because you have changed your mind, no longer need the materials, or find them unsuitable for your purposes. We encourage you to review product descriptions, sample pages, and language options carefully before ordering.
Direct marketing transactions (CPA Section 16):
If your purchase resulted from direct marketing (e.g., an unsolicited email, phone call, or SMS promoting our products), you have the right to cancel the transaction without reason within 5 business days after receiving the goods. To cancel:
Notify us in writing at refunds@i2g.life within the 5-day period.
You are responsible for the direct cost of returning the goods to us.
Goods must be returned in their original condition, unopened, and with all packaging intact.
We will refund the full purchase price (excluding original delivery costs) within 14 business days of receiving the returned goods or receiving proof of return.
Electronic transactions cooling-off (ECT Act Section 44):
For physical goods purchased online through our website (where you did not have the opportunity to physically inspect the goods before purchase), you may cancel the transaction without reason within 7 days after receipt of the goods. To cancel:
Notify us in writing at refunds@i2g.life within the 7-day period.
You bear the direct cost of returning the goods to us.
Goods must be returned in their original condition, unopened, and with all packaging.
We will refund the purchase price (excluding original delivery costs) within 14 business days of receiving the returned goods or receiving proof of return.
Exclusions to cooling-off rights:
The cooling-off rights described above do not apply to:
Goods made to your specifications or clearly personalized (e.g., custom-printed learner kits with your institution's logo, bulk orders assembled to your unique requirements).
Goods that cannot be returned due to health protection reasons and have been unsealed after delivery.
Goods that, by their nature, become permanently mixed or combined with other items after delivery.
3. Bulk / Custom-Printed Orders & Project Management Services
Custom or bulk-printed learner kits
Orders for custom-printed or bulk materials—such as learner kits printed to your specific quantities, collation requirements, binding preferences, or with personalized covers or inserts—are tied to specific custom print runs and are non-returnable for change of mind. These fall under the exemption in both the ECT Act and CPA for goods made to the consumer's specifications.
Refunds for custom orders will only apply in cases of material non-conformity under CPA Section 56 within the 6-month window. This includes:
Incorrect language or qualification content despite clear written instructions.
Major printing defects that render the materials unusable.
Significant deviations from agreed specifications (e.g., wrong binding, missing sections).
For any such issues, you must notify us in writing within a reasonable time of discovery (and in any event within 6 months) with a description of the defect and supporting evidence (photos, samples). We will investigate and, if the defect is confirmed, offer repair, replacement, or a partial/full refund proportionate to the defect.
Project management and consulting services
Fees for project management, content customization, consulting, or other professional services are non-refundable once the services have commenced with your consent. This is in line with ECT Act and CPA exemptions for services already performed.
Partial refunds may only apply in cases of material breach by us where:
The services provided were significantly below the standard agreed upon.
We are unable to complete the services due to reasons within our control.
The failure to perform amounts to a fundamental breach of the agreement.
In such cases, any refund will be proportionate to the unperformed or defective portion of the services.
4. General Refund Process
Notification and submission
To initiate any refund request under this policy, you must submit a written request to us within the applicable time limits. Please include the following information to assist us in processing your request efficiently:
Your full name and order number.
Proof of purchase (order confirmation email, invoice, or bank statement).
A clear description of the issue, including:
For digital products: details of the defect, error messages received, or screenshots where relevant.
For physical products: photographs showing the defect, damage, or non-conformity.
Your preferred remedy (repair, replacement, or refund) where you have a choice.
Your contact details for follow-up.
Assessment and response
We will assess your request and respond within a reasonable period, typically 10–15 business days of receiving all required information. During this time, we may contact you to request additional details or clarify the issue. If we require the return of physical goods for inspection, we will provide return instructions and cover the reasonable costs of return where the claim is valid.
Approval and processing
If your refund request is approved:
Refunds will be processed to the original payment method used for the transaction.
Payment will be made within 14 business days of our approval (or sooner where practicable).
For credit card payments, the time for the refund to appear in your account depends on your financial institution.
For EFT payments, we will request your banking details and process the transfer electronically.
No cash refunds on vouchers or credits
If you purchased using a voucher, gift card, or store credit, any refund due will generally be issued in the same form (i.e., a new voucher or credit to your account) unless the CPA requires a cash refund in specific circumstances.
Shipping costs
We do not refund original shipping fees unless the return is due to our fault (defect, non-conformity, or failure to deliver).
For returns initiated by you under cooling-off rights (direct marketing or electronic transaction cooling-off), you bear the cost of return shipping.
For returns due to our error or defect, we will cover the reasonable cost of return, either by arranging collection or reimbursing documented postage costs.
Proof of purchase
Proof of purchase is required for all refund claims. If you cannot provide a receipt or order confirmation, we may still process a refund if we can verify the transaction through our records, but this may take additional time.
5. Exclusions & Limitations
No refunds apply in the following circumstances:
Partial use or consumption of digital or physical products.
Loss of access due to your actions (e.g., forgotten passwords, deleted files, failure to back up materials). We encourage you to keep copies of all digital downloads in a safe location.
Misuse of products, including sharing of digital files in violation of our license terms.
Damage to physical products caused by accident, improper storage, or negligence after delivery.
Failure to read product descriptions, previews, or language options before purchase.
Purchases made by mistake where the product was delivered as described.
Limitation of liability
To the extent permitted by law:
We are not liable for indirect, consequential, or special losses arising from any product failure, including but not limited to loss of study time, examination failure, loss of income, or any other consequential harm.
Our liability shall not exceed the amount paid by you for the specific product giving rise to the claim, except where the CPA mandates a higher level of compensation.
Statutory rights preserved
This policy does not affect your right to lodge a complaint with the National Consumer Commission (NCC) or the National Consumer Tribunal (NCT), or to take legal action in a competent court. If you believe we have not complied with our obligations under the CPA, you may contact:
National Consumer Commission
Website: www.thencc.gov.za
Email: complaints@thencc.org.za
Helpline: 012 065 0420
6. Contact Us
For all refund queries, requests, or complaints, please contact our dedicated refunds team:
Email: refunds@i2g.life
Subject Line: Please include "Refund Request – Order #[Your Order Number]" to ensure prompt routing.
Alternative contact methods:
General Support: support@i2g.life
Phone: +27 XXX XXX XXXX
Physical Address: Ruimsig, Germiston, South Africa
We aim to acknowledge all refund inquiries within 3 business days and to resolve them as fairly and promptly as possible under the law.
We are committed to fair dealing, transparency, and full compliance with South African consumer laws. Thank you for trusting i2Graduates with your educational journey.