Cancellation Policy

Introduction

This Cancellation Policy outlines the terms and procedures for cancelling your subscription to Koonection's educational management services. We believe in providing transparent and flexible cancellation options that respect your needs while maintaining service quality for all users.

This policy should be read in conjunction with our Refund Policy, Terms of Use, and Privacy Policy to understand the complete framework governing subscription management.

Your Cancellation Rights

As a Koonection subscriber, you have the right to cancel your subscription at any time, for any reason. We do not impose cancellation fees or penalties, and we do not require lengthy notice periods.

Consumer Protection Rights

In accordance with the Consumer Protection Act of South Africa, you have additional rights during the cooling-off period:

• You may cancel within five business days of subscription activation without penalty
• No reason for cancellation is required during this period
• Cancellations during the cooling-off period qualify for full refund processing

Trial Period Cancellation

If you're currently in your 30-day trial period, you may cancel at any time without any charges or obligations. Trial cancellations are processed immediately, and you will:

• Retain access to all features until the trial period ends
• Not be charged any subscription fees
• Not automatically be enrolled in a paid subscription
• Receive confirmation of your trial cancellation via email

How to Cancel Your Subscription

We provide multiple convenient methods for cancelling your subscription to ensure the process is accessible and straightforward.

Method 1: Self-Service Cancellation (Recommended)

Method 2: Email Cancellation

Send a cancellation request to billing@koonection.co.za including:

• Your school's name
• Primary account administrator's name and email
• Account identifier or subscription number
• Requested cancellation date
• Brief reason for cancellation (optional but helpful for service improvement)

Method 3: Phone Support

Contact our support team during business hours for assisted cancellation. Our representatives will guide you through the process and answer any questions about the cancellation or its effects.

Cancellation Timing and Effects

When Cancellation Takes Effect

Your cancellation timing affects when service access ends:

• Immediate Processing: Your cancellation request is processed within one business hour during business hours
• Service Access: You continue to have full access to all features until the end of your current billing period
• No Partial Refunds: We do not provide prorated refunds for unused portions of billing periods

What Happens After Cancellation

Once your subscription period ends following cancellation:

• Your access to Koonection services will be suspended
• No further billing will occur
• Your data will be retained according to our data retention policy
• You will receive final account statements and documentation

Effect on Connected Accounts

When a school cancels its subscription, all user accounts added by the school are affected. This includes clerks, teachers, and parents/guardians:

• Parent/Guardian App Users: Parent and guardian accounts linked to the school will lose access to the mobile app at the end of the school's billing period. Parents and guardians will be notified via email and push notification before access is removed. We recommend downloading any records or reports they wish to keep before the subscription ends.
• Teacher App Users: Teacher accounts linked to the school will lose access to the mobile app at the end of the school's billing period. Teachers will receive advance notification of the cancellation.
• Clerk Accounts: Clerk accounts linked to the school will be deactivated at the end of the school's billing period.
• Data Access: During the data retention period following cancellation, only the school's primary administrator may request data exports. Individual clerk, teacher, parent, and guardian accounts will not have direct access to the platform during this period.

Data Retention After Cancellation

We understand that your educational data is valuable and that circumstances may change. Therefore, we maintain your data for a reasonable period after cancellation.

Data Retention Period

• Active Data: Retained for 90 days after subscription end
• Archived Data: Securely stored for an additional 270 days (total of 12 months)
• Backup Data: May persist in our backup systems for up to 24 months for disaster recovery purposes

Data Export Options

Before your subscription ends, we recommend exporting your data:

• Use our built-in data export tools while your account is active
• Request a complete data export from our support team
• Download reports and student records for your own archives

Account Reactivation

We understand that needs change, and you may wish to resume using Koonection services after cancellation.

Reactivation During Data Retention Period

If you wish to reactivate within 90 days of cancellation:

• Your account and data can be fully restored
• Reactivation typically completes within two business hours
• All previous settings and configurations will be preserved
• Standard subscription rates apply from the reactivation date

Reactivation After Data Retention Period

If you wish to return after the retention period:

• You will need to create a new account
• Previous data cannot be recovered
• New subscriber benefits (such as trial periods) apply
• Fresh setup and configuration will be required

Special Circumstances

We recognize that certain situations may require special consideration regarding cancellation timing or procedures.

Mid-Term Academic Year Cancellations

If you need to cancel during an active academic term, we can work with you to:

• Provide extended data access for completing current term records
• Assist with data migration to alternative systems
• Coordinate with your replacement service provider if needed

Emergency Cancellations

In cases of emergency (such as school closure, natural disasters, or significant financial hardship), contact our support team immediately. We will work with you to:

• Expedite cancellation processing
• Provide immediate data export assistance
• Consider special arrangements based on circumstances

Regulatory or Compliance Requirements

If cancellation is required due to regulatory changes or compliance requirements, we will:

• Process cancellations immediately upon notification
• Assist with compliance documentation
• Provide necessary records for audit purposes

Contact Information

Response Times

• Self-service cancellations: Processed immediately
• Email requests: Acknowledged within 4 business hours, processed within 1 business day
• Phone requests: Processed during the call or within 2 business hours

Required Information for Assisted Cancellation

To expedite your cancellation request, please have the following information ready:

• Your school's full registered name
• Primary account administrator's name and email address
• Account identifier or subscription number (found in your billing emails)
• Preferred effective cancellation date
• Data export requirements (if any)