Refund & Cancellation Policy

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Refund and Cancellation Policy

 

StreamIQ Platform

Last Updated: 14/03/2026

This Refund and Cancellation Policy explains how subscription cancellations, billing changes, and refunds are handled for schools using the StreamIQ platform. This policy forms part of and should be read together with the StreamIQ Terms and Conditions.

By subscribing to StreamIQ, the School (“Client”, “You”) agrees to the terms set out below.

1. Scope of This Policy

This policy applies only to payments made by schools to StreamIQ for the use of the StreamIQ software platform and related services.

This policy does not apply to:

  • School fees paid by parents or learners

  • Payments processed by schools through third-party payment gateways

  • Financial arrangements between schools and parents

2. Subscription Types

StreamIQ offers subscription-based access to its platform. Subscriptions may be structured as:

  • Prepaid subscriptions (paid in advance), or

  • Postpaid subscriptions (billed after the service period)

Subscriptions may be billed monthly or annually, depending on the plan selected.

3. Cancellation Policy

3.1 How to Cancel a Subscription

Schools may cancel their StreamIQ subscription by:

  • Disabling the subscription through the Platform (where available), or

  • Submitting a written cancellation request to
    streamiq@keyys.co.za

Cancellations must be submitted by an authorised representative of the School.

3.2 Effective Date of Cancellation

  • Cancellations take effect at the end of the current billing cycle

  • Access to the Platform will continue until the end of the paid or billed period

  • No partial-month cancellations are applied

3.3 Effect of Cancellation

Upon cancellation:

  • The School’s access to the Platform will be terminated at the end of the billing cycle

  • User accounts (staff, parents, learners) will no longer be accessible

  • Data handling will be governed by the StreamIQ Privacy Policy and POPIA requirements

4. Refund Policy

4.1 Prepaid Subscriptions

Once a prepaid subscription period has commenced:

  • No refunds will be issued for unused time

  • No refunds will be provided for early termination

  • No refunds will be granted due to non-usage or partial usage

  • A full refund will be considered in case of non-usage, partial usage or data corruption due to system failure

This applies regardless of whether the subscription is monthly or annual.

4.2 Postpaid Subscriptions (Monthly Billing)

For postpaid (monthly) subscriptions:

  • Fees are payable for each month in which the Platform is made available

  • If no issue, dispute, or service complaint is raised before the end of the billing month, the full subscription fee for that month becomes due and payable

Failure to raise issues within the billing period constitutes acceptance of the service for that month.

4.3 Issues Raised During the Billing Period

If a School experiences a service-related issue:

  • The issue must be reported in writing before the end of the billing cycle

  • StreamIQ will investigate and attempt to resolve the issue within a reasonable timeframe

Resolution options may include:

  • Technical remediation

  • Service credits (at StreamIQ’s discretion)

  • Adjustments to future billing (where appropriate)

Refunds are not guaranteed and are assessed on a case-by-case basis.

4.4 Setup Fees

Should a school request setup services:

  • No refunds will be issued for setup due to the time it is taking for set up to complete because of: 
    1. Incomplete data provided by the school
    2. The amount of data provided by the school
    3. The number of schools ahead (firstcome-firstserve bases)

 

4.5 Exceptional Refund Consideration

Refunds may only be considered under exceptional circumstances, including:

  • Proven platform-wide service failure

  • Errors directly attributable to StreamIQ

  • Legal or regulatory requirements

Any approved refund:

  • Will be processed using the original payment method where possible

  • May take a reasonable period to reflect

  • Will not include third-party transaction fees

5. Non-Payment and Suspension

If payment is not received when due:

  • StreamIQ may issue reminders

  • Access to the Platform may be temporarily suspended

  • Continued non-payment may result in termination

No refunds will be issued for suspensions caused by non-payment.

6. Data Access After Cancellation

After subscription termination:

  • The School may request access to its data for a limited period, subject to legal and technical feasibility

  • StreamIQ may delete or anonymise data in accordance with POPIA and internal retention policies

Data export requests must be submitted before termination where possible.

7. Changes to Subscription Plans

If a School upgrades or downgrades its subscription:

  • Changes take effect in the next billing cycle unless otherwise agreed

  • No refunds are provided for downgrades during an active billing period

8. Limitation of Liability

To the maximum extent permitted by South African law:

  • StreamIQ is not liable for indirect or consequential losses arising from cancellation

  • StreamIQ is not responsible for financial losses due to non-usage or internal school decisions

9. Amendments to This Policy

StreamIQ reserves the right to amend this Refund and Cancellation Policy from time to time.

Any updates will be published on the StreamIQ website or communicated directly to Schools. Continued use of the Platform constitutes acceptance of the updated policy.

10. Contact Information

For billing, cancellation, or refund-related queries, contact:

StreamIQ Billing Support:
Email: streamiq@keyys.co.za
Company: StreamIQ