Refund Policy

You may request a refund where:

• A paid session did not take place because the tutor did not attend or cancelled without a replacement.
• You were charged twice for the same payment or charged an incorrect amount.
• A subscription or booking was paid for but never activated by Brain Flex.
• A service you paid for cannot be delivered by Brain Flex.

• Sessions that were delivered as agreed.
• Missed sessions where the student did not attend and gave no reasonable notice.
• Portions of a monthly subscription already used.
• Payments made outside the platform.

Cancelled sessions may be rescheduled instead of refunded, in line with company policy. Where a session is cancelled with reasonable notice, we will first offer a replacement session at a suitable time or with an alternative tutor. A refund is considered where rescheduling is not possible.

• Contact Brain Flex within 7 days of the payment or the affected session.
• Use the in-app message to admin, or the phone, WhatsApp or email details below.
• Include your name, the payment reference, the payment date, the amount, and a short reason for the request.

An administrator reviews each request against the payment and session records, and may contact you or the tutor for more information. We aim to give you a decision within 7 working days and will explain the outcome.

Approved refunds are processed using the original payment method where applicable — for example back to the mobile money or bank account used for the payment. Where that is not possible, we will agree an alternative with you, such as a bank transfer or a credit towards future lessons. Refunds normally reflect within 5–10 working days, depending on your provider.

If you disagree with a decision, you may ask for it to be reviewed again by senior administration using the contact details below. This policy does not affect your rights under Botswana consumer protection law.