Dispute Resolution & Complaints

1. Raising a Complaint or Dispute

If something has gone wrong — a billing issue, a problem with the service, or any other concern — please contact us first so we can put it right. Email support@teachme.org.za and include:

• The email address on your TeachMe account.
• A clear description of the problem and what outcome you'd like.
• For a billing dispute: the date and amount of the charge, and any Paystack reference if you have it.

2. How We Handle It

• We aim to acknowledge your complaint within 5 business days of receiving it.
• We will investigate and work with you towards a fair resolution, keeping you informed of progress.
• Where we confirm a genuine billing error, we refund the affected amount in line with our Refund & Cancellation Policy.

3. Payment & Billing Disputes

Payments are processed by Paystack. If you dispute a charge, contact us first and we will review it with you. You may also have the right to raise the matter with your bank or card issuer (for example, a chargeback), or directly with the payment processor. Contacting us first is usually the fastest way to resolve a billing issue.

4. If We Cannot Resolve It

If you are not satisfied after contacting us, you may escalate the matter through avenues available to you under South African law, which may include:

• Your bank or card issuer, for payment-related disputes.
• The National Consumer Commission, for matters under the Consumer Protection Act 68 of 2008.
• The relevant ombud or tribunal with jurisdiction over the matter.

Nothing on this page limits your statutory rights.

5. Privacy & Data Complaints

Complaints about how we handle your personal information are dealt with under our Privacy Policy. You also have the right to lodge a complaint with the Information Regulator of South Africa.

6. Contact Us