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SayPro Human Capital Refund Management Policies, Procedures, Processes, Templates, Documents and Forms SayProP399

Document Code: SayProP399
Approved By: Neftaly Malatjie, Chief Executive Officer
Last Reviewed: 28 May 2025
Next Review Date: 28 November 2025

  1. Purpose

The purpose of this policy is to outline the procedures and governance related to refunds of payments made to SayPro by Human Capital clients, learners, or stakeholders. The policy ensures timely, fair, and consistent handling of refund requests in line with SayPro’s service charter and financial controls.

  1. Scope

This policy applies to:

  • All SayPro Human Capital learners, clients, partners, and funders
  • SayPro Royal Directors, Finance Officers, and Officers
  • All refunds related to course fees, deposits, overpayments, cancellations, or services not rendered
  1. Definitions
  • Refund: The return of funds to a payer due to cancellation, overpayment, dissatisfaction, or unfulfilled service
  • Human Capital: Any individual or organisation that has paid for a SayPro service, training, or product
  • Officer: SayPro staff responsible for operational and administrative support
  • Royal Director: SayPro’s division head or authorised unit manager
  1. Principles
  • Fairness and Transparency: All refund requests will be processed without bias
  • Timeliness: Refunds must be processed within 21 working days from receipt of a complete request
  • Documentation: All refund requests must be accompanied by supporting documents
  • Approval Hierarchy: Refunds are subject to internal financial review and authorization
  • Compliance: This policy adheres to SayPro’s financial policies, contracts, and relevant consumer protection legislation
  1. Roles and Responsibilities

5.1 SayPro Chief Financial Officer (CFO)

  • Oversees all refund policy compliance and authorisation
  • Reviews financial implications and reports on refund trends

5.2 SayPro Chief Human Capital Officer (CHCO)

  • Confirms eligibility of Human Capital-related refund requests
  • Coordinates with training and support teams for justifications

5.3 SayPro Royal Directors

  • Approve or decline refunds based on delivery records and policy compliance
  • Ensure refunds are reported in monthly division reports

5.4 SayPro Finance Officers

  • Process refund payments upon approved documentation
  • Record refunds in financial systems and prepare audit trails

5.5 SayPro Officers

  • Collect and verify documentation from Human Capital
  • Support communication and assist Human Capital through the process
  1. Refund Eligibility Criteria

Refunds may be considered in the following cases:

  • Program cancellation by SayPro
  • Overpayment or duplicate payment
  • Human Capital withdrawal from the course (subject to timeline)
  • Service failure or non-delivery (subject to investigation)
  • Force majeure events leading to cancellation

Non-refundable scenarios:

  • Withdrawal after the official cut-off date
  • Failure to attend without formal cancellation
  • Custom or non-standard products/services once consumed
  • Administrative or registration fees (non-refundable)
  1. Refund Process

Step 1: Submission

  • Human Capital completes the Refund Request Form (SayProF399-01)
  • Required attachments include proof of payment, reason for refund, identification copy, and proof of cancellation

Step 2: Verification

  • Officer verifies eligibility, course delivery status, and payment reconciliation
  • Officer submits completed file to Royal Director for review

Step 3: Approval

  • Royal Director reviews and either recommends approval or provides reason for denial
  • Final approval by CHCO and CFO as per delegated authority limits

Step 4: Payment

  • Finance Officer initiates payment within 21 working days via EFT or other approved methods
  • Confirmation and receipt sent to Human Capital

Step 5: Documentation and Audit

  • All records stored securely for 5 years
  • Monthly refund reports submitted to CFO and Executive Committee
  1. Required Templates and Documents
  • Refund Request Form (SayProF399-01)
  • Refund Checklist (SayProF399-02)
  • Refund Ledger Template (SayProF399-03)
  • Refund Acknowledgement Letter (SayProF399-04)
  • Refund Decline Letter (SayProF399-05)
  • Refund Appeal Form (SayProF399-06)
  1. Appeals Process
  • Appeals must be submitted within 10 working days of a declined refund
  • Appeals reviewed by the Refund Review Committee (CHCO + CFO + CEO delegate)
  • Final outcome communicated within 7 working days
  1. Review and Monitoring
  • Policy to be reviewed annually or upon legislative changes
  • SayPro Finance Department will conduct quarterly audits on refund processing
  • Regular training to be conducted for Officers on refund policy compliance
  1. FAQs

Q1: How long does it take to receive a refund?
A: Approved refunds are processed within 21 working days from the date of complete submission.

Q2: Can I get a refund if I changed my mind?
A: Yes, provided you withdraw within the stated cancellation period and meet the eligibility criteria.

Q3: What happens if my refund is rejected?
A: You will receive a written reason for rejection and may file an appeal within 10 working days.

Q4: Are administrative fees refundable?
A: No. Registration and administration fees are non-refundable under all circumstances.

Approved by:
Neftaly Malatjie
Chief Executive Officer