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Refund Policy

Every school starts with a 30-day free trial, so you can see a full school month before paying anything. This policy covers what happens after that, and how refunds work for fees parents pay to schools.

1. Subscription fees paid by schools

  • First 30 days after your first paid invoice. If the platform does not work for your school, tell us within 30 days of your first paid invoice and we will refund the subscription fee in full, less any third-party charges already incurred.
  • After that. Annual plans are not refundable part-way through the year. You can choose not to renew at the end of the year, and you keep full access until then.
  • Students who leave. We do not reduce the bill mid-year for students who leave, just as we do not charge mid-year for most new admissions. Your count is reset at renewal.
  • Our mistakes. If we bill you incorrectly, for example for the wrong number of students, we correct the invoice and refund or credit the difference.

2. Charges we cannot refund

  • Payment gateway transaction charges, which are billed by the gateway.
  • WhatsApp and SMS message charges already sent.
  • GPS hardware that has been delivered and installed, unless it is faulty.

3. Fees paid by parents to schools

When parents pay school fees through the parent app or a payment link, the money goes from the payment gateway directly to the school's bank account. We do not hold or receive these funds. Refunds of school fees, such as for withdrawals or excess payments, are decided by the school under its own fee policy.

Once a school approves a refund, it is processed back to the original payment method through the gateway, usually within 5 to 10 working days depending on the bank. Parents should contact the school's accounts office for any fee refund.

4. Failed or duplicate payments

If a parent's payment fails but money leaves their account, the gateway normally reverses it automatically within 5 to 7 working days. Duplicate payments are flagged in the school's ledger so the accounts office can refund or adjust them.

5. How to ask for a refund

Schools can request a subscription refund from the Connect Team page, with your school name and invoice number. We reply within two working days and process approved refunds within 10 working days.