REFUNDS AND RETURNS POLICY
Performance Strategies Enterprises (Pty) Ltd
Website: www.performancestrategies.co
Effective Date: 22 October 2026
Country: Republic of Botswana
1. Introduction
Performance Strategies Enterprises (Pty) Ltd (“Performance Strategies”, “PSE”, “we”, “us” or “our”) is committed to providing high-quality corporate training, professional development programmes and educational services.
We understand that circumstances may arise in which a learner or corporate client needs to cancel a booking, request a refund or reschedule a training programme.
This Refunds and Returns Policy explains the conditions and procedures applicable to refunds, cancellations, transfers and rescheduling of training services purchased through www.performancestrategies.co or directly from Performance Strategies.
This policy applies to:
- Online and self-paced e-learning courses.
- Public face-to-face workshops.
- Live virtual training programmes.
- Customised corporate and in-house training.
- Other training-related professional services expressly offered by Performance Strategies.
This policy is intended to operate in accordance with Botswana’s Consumer Protection Act, 2018, and other applicable laws.
Nothing in this policy excludes, restricts or overrides any statutory rights available to a customer under applicable legislation.
2. General Refund Principles
2.1 Refund eligibility depends on the type of training purchased, the stage of delivery, the reason for cancellation and the applicable booking or contractual terms.
2.2 Customers are encouraged to review course descriptions, training dates, fees, delivery formats, access conditions and cancellation arrangements before making payment.
2.3 Refunds are not automatically available because a customer changes their mind after voluntarily accessing or completing a properly delivered training programme, except where applicable law provides otherwise.
2.4 Where Performance Strategies fails to provide a purchased service as agreed, delivers a service that materially differs from its description or otherwise breaches applicable legal obligations, the customer may be entitled to an appropriate remedy.
2.5 Refund requests will be assessed fairly, consistently and in accordance with this policy and applicable law.
3. Online and Self-Paced Courses
Online courses offered by Performance Strategies are delivered electronically through our designated learning management platform.
These programmes may include recorded video lessons, downloadable materials, assessments, quizzes, assignments and other educational resources.
3.1 Cancellation Before Accessing a Course
A learner who has purchased an online course but has not yet accessed its learning content may request cancellation within seven calendar days of purchase.
Where the request is eligible under this policy, Performance Strategies will issue a full refund.
For purposes of this provision, merely creating a learner profile or receiving enrolment confirmation does not constitute accessing the educational content.
This cancellation arrangement operates in addition to any applicable statutory cancellation rights.
3.2 Cancellation After Accessing a Course
Once a learner has accessed the purchased course content, refunds for a voluntary change of mind will generally not be available.
This is because online training involves access to educational content and intellectual property that can be viewed, studied or used immediately.
However, refunds or other appropriate remedies may still be available under Sections 3.3 and 3.4 or applicable law.
3.3 Circumstances Where Refunds May Be Granted
A full or partial refund, restoration of access or other appropriate remedy may be provided where:
- The purchased course is unavailable and Performance Strategies cannot provide access within a reasonable period.
- A significant technical problem attributable to Performance Strategies prevents the learner from accessing the course and cannot reasonably be resolved.
- The course content is materially different from the advertised description.
- Performance Strategies withdraws a purchased course before the agreed learning service has been provided.
- Duplicate or incorrect payments have been received.
- A refund or other remedy is required under applicable consumer protection legislation.
Where a technical problem affects only part of a course, Performance Strategies may first offer a reasonable solution, including restoring access or extending the access period.
3.4 Technical Difficulties
Learners who experience difficulties accessing an online course should contact:
admin@performancestrategies.co
The learner should provide their registered email address, course title, transaction reference where available, and a description of the problem.
Performance Strategies will make reasonable efforts to investigate and resolve reported technical issues.
Refunds will not ordinarily be granted solely because a learner has an unsuitable device, an unsupported browser or an unreliable personal internet connection, provided the technical requirements were reasonably disclosed and the purchased course remains accessible through suitable equipment.
3.5 Course Completion and Certificates
Failure to complete a course, submit required assessments or achieve the necessary completion criteria does not automatically entitle a learner to a refund.
Learners are responsible for meeting the applicable programme requirements.
Where the learner has fulfilled all stated requirements and is entitled to a certificate, Performance Strategies will issue the certificate in accordance with its published certification arrangements.
4. Public Face-to-Face Workshops and Live Virtual Training
The following cancellation terms ordinarily apply to public training programmes booked by individuals or organisations.
4.1 Cancellation by the Participant
| Notice before training | Refund entitlement |
| 14 working days or more | 100% refund |
| 7–13 working days | 50% refund |
| Fewer than 7 working days | No refund for voluntary cancellation, except where required by law or agreed otherwise |
| Cancellation by PSE | 100% or agreed rescheduling |
Participants wishing to cancel their registration for a public face-to-face workshop or live virtual training programme must notify Performance Strategies in writing at admin@performancestrategies.co
The following refund arrangements shall apply to voluntary cancellations:
- 14 working days or more before the scheduled training date: A full refund of 100% of the training fee paid.
- Between 7 and 13 working days before the scheduled training date: A refund of 50% of the training fee paid.
- Fewer than 7 working days before the scheduled training date: No refund will ordinarily be provided for voluntary cancellation, except where required by law or otherwise agreed by Performance Strategies.
For the purposes of this policy, working days exclude Saturdays, Sundays and public holidays officially observed in Botswana. Notice periods shall be calculated from the scheduled starting date and time of the training programme.
These cancellation arrangements must be communicated to participants before booking confirmation and payment.
Statutory Consumer Rights: The above conditions apply to voluntary cancellations outside any applicable statutory cancellation or cooling-off period. Nothing in this policy limits or excludes rights granted to consumers under Botswana’s Consumer Protection Act, 2018, Electronic Communications and Transactions Act, 2014, or other applicable legislation.
Where Performance Strategies cancels the training programme or fails to provide the agreed services, the participant shall be entitled to an appropriate remedy, including a refund where required by law.
4.2 Participant Substitution
Where a registered participant cannot attend a workshop, Performance Strategies may permit another individual to attend in their place without an additional training fee.
Substitutions are subject to notification before the training starts and satisfaction of any relevant entry requirements.
4.3 Rescheduling Requests
Participants may request to transfer their booking to another scheduled workshop.
Transfers are subject to course availability, programme requirements and confirmation by Performance Strategies.
Where a transfer is approved, the amount already paid may be applied to the alternative workshop. Any difference in the applicable course fee will be communicated before confirmation.
4.4 Failure to Attend
A participant who fails to attend a scheduled programme without prior notification will ordinarily not qualify for a refund.
Exceptions may be considered where required by law or where exceptional circumstances justify an alternative arrangement.
4.5 Partial Attendance
A participant who voluntarily leaves a workshop early or fails to attend part of the scheduled training is ordinarily not entitled to a refund for the missed portion.
However, where non-attendance or interruption results from a failure by Performance Strategies to provide the agreed service, an appropriate remedy will be considered.
5. Cancellation or Rescheduling by Performance Strategies
Performance Strategies may occasionally need to postpone, reschedule or cancel a training programme due to circumstances including insufficient enrolment, facilitator unavailability, venue difficulties or other operational constraints.
Where Performance Strategies cancels a programme before delivery, a customer who has already paid may choose between:
- A full refund of the relevant training fee; or
- A transfer to an alternative programme date, subject to the customer’s agreement.
Where Performance Strategies makes a material change to the scheduled programme that prevents a participant from reasonably attending, the participant may request a refund rather than accept the alternative arrangement.
If a training programme is interrupted after commencement and Performance Strategies cannot reasonably provide the remaining agreed training, an appropriate refund or alternative remedy will be offered for the undelivered portion, subject to applicable law.
Performance Strategies will communicate material changes to affected participants as soon as reasonably practicable.
6. Customised Corporate and In-House Training
Customised corporate training may involve advance preparation, programme development, facilitator allocation, training materials, venue arrangements, travel bookings and other commitments made specifically for a client organisation.
Consequently, cancellation and refund arrangements for such programmes will ordinarily be governed by the signed quotation, proposal, service agreement or other written contract between Performance Strategies and the client organisation.
6.1 Cancellation by the Corporate Client
Where a separate agreement specifies cancellation deadlines, deposits, rescheduling charges or payment obligations, those provisions will apply subject to applicable law.
Where no separate cancellation terms have been agreed, the public workshop cancellation periods in Section 4 may be used as a default, provided that any additional recovery of agreed, reasonable and evidenced preparation or third-party costs has been disclosed to and accepted by the client.
No cost will be recovered twice, and any cancellation charge must comply with applicable law.
6.2 Rescheduling Corporate Training
Requests to reschedule corporate training must be made in writing.
Performance Strategies will make reasonable efforts to accommodate alternative dates, subject to facilitator availability and existing commitments.
Any additional costs resulting from an agreed rescheduling arrangement will be communicated to the client for approval.
6.3 Cancellation by Performance Strategies
Where Performance Strategies is unable to deliver the agreed corporate training and no acceptable alternative arrangement is reached, the client will be entitled to an appropriate refund for services paid for but not delivered.
6.4 Training Already Delivered
Fees for corporate training services that have been properly delivered in accordance with the agreed scope will ordinarily not be refundable solely because the client later decides that the training is no longer required.
This does not exclude remedies where the services were materially defective, misrepresented or otherwise not supplied in accordance with applicable legal or contractual requirements.
7. Training Needs Assessments and Related Professional Services
Where Performance Strategies has been separately engaged to undertake training needs assessments, training consultations or other professional assignments, cancellation and refund terms will be governed by the applicable written agreement.
Fees for completed and properly delivered work will ordinarily remain payable.
Where an assignment is cancelled before completion, the parties will determine an appropriate settlement based on the agreed contract, work completed, reasonable commitments already incurred and applicable law.
8. Duplicate Payments and Payment Errors
Where a customer has been charged more than once for the same transaction or an incorrect amount has been received due to a verified payment error, Performance Strategies will arrange an appropriate correction or refund.
Customers should notify us promptly and provide sufficient transaction information to assist with verification.
Refunds relating to duplicate or incorrect payments will be processed through the original payment method where reasonably possible.
9. PayPal and International Payments
Payments for online courses may be processed through PayPal or another authorised payment provider.
Where a course is advertised in Botswana Pula but payment is processed in another currency, the final transaction currency and amount payable will be disclosed during checkout.
Where a refund is approved:
- Performance Strategies will ordinarily refund the applicable original transaction amount in the currency used for payment.
- Currency conversion differences may arise when the payment provider or customer’s bank converts the refund into another currency.
- Any independent fees imposed by the customer’s bank or payment provider will be governed by that institution’s applicable terms.
- Performance Strategies will not deduct undisclosed administrative fees or charges that are prohibited by law.
Customers should note that an exchange rate change between payment and refund may affect the amount credited in their local currency.
Nothing in this section limits the customer’s legal entitlement to a full refund where such a refund is required.
10. How to Request a Refund or Cancellation
Customers wishing to request a refund, cancellation or rescheduling should contact Performance Strategies in writing.
Email: admin@performancestrategies.co
The request should include:
- Full name of the customer or registered learner.
- Email address used for booking or enrolment.
- Course or training programme title.
- Date of purchase or booking.
- Transaction reference or invoice number, where available.
- Reason for the request.
- Any relevant supporting information.
Customers are not required to disclose payment passwords, full card numbers or other sensitive banking credentials.
Performance Strategies may request reasonable additional information where necessary to verify the transaction or assess the request.
11. Refund Review and Processing Timeframes
11.1 Acknowledgement
Performance Strategies will aim to acknowledge a refund request within three business days of receipt.
11.2 Assessment
Requests will be assessed against this policy, the applicable booking or contract and relevant legal requirements.
Where appropriate, we may request clarification or offer a reasonable solution before reaching a decision.
11.3 Refund Processing
Once a refund is approved:
- Online courses: We aim to initiate the refund within five to seven business days.
- Public workshops and corporate training: We aim to initiate the refund within ten to fourteen business days.
Where applicable law requires an earlier deadline, the statutory deadline will apply.
These periods refer to the time taken by Performance Strategies to initiate the refund. The actual date on which funds appear in the customer’s account may depend on their bank or payment provider.
11.4 Refund Method
Approved refunds will ordinarily be made through the original payment method.
Where that method is unavailable, an alternative lawful arrangement may be agreed with the customer.
11.5 Refund Decisions
Where a refund request is declined, Performance Strategies will communicate the decision and the relevant reasons.
Customers may request a review if they believe their circumstances have not been properly considered.
12. Exceptional Circumstances
Performance Strategies recognises that exceptional circumstances may occasionally prevent a learner from attending training or completing a programme.
Such circumstances may include serious illness, bereavement or other significant unforeseen events.
Requests for an exception to the normal cancellation arrangements will be considered individually and fairly.
Depending on the circumstances, Performance Strategies may offer a transfer, rescheduling, credit towards another programme or a full or partial refund.
Any discretionary arrangement will be confirmed in writing.
This section does not limit statutory rights that apply independently of Performance Strategies’ discretion.
13. Returns of Training Materials
Performance Strategies primarily supplies training and educational services rather than physical goods.
Accordingly, the return of physical products is not ordinarily applicable to online courses or completed training services.
Where training materials are supplied electronically, learners must comply with the intellectual property and usage restrictions contained in the applicable Terms and Conditions.
Where physical training materials are separately sold or supplied and applicable law provides a right of return or remedy, Performance Strategies will honour those rights.
14. Consumer Protection and Statutory Rights
Performance Strategies is committed to fair and transparent business practices.
This policy is intended to comply with the Consumer Protection Act, 2018, and other applicable Botswana legislation.
Where a transaction qualifies for a statutory cooling-off period, rescission right or other mandatory protection, the relevant legal provisions will apply irrespective of any shorter or more restrictive cancellation terms in this policy.
In particular, qualifying direct-sale or mail-order transactions may be subject to statutory cooling-off and refund requirements. Customers will not be required to waive such rights except where a waiver is expressly permitted by applicable law and its conditions have been satisfied.
Nothing in this policy prevents a customer from pursuing an appropriate statutory remedy where services are not delivered as agreed, are materially misrepresented or otherwise fail to meet applicable legal requirements.
15. Complaints and Dispute Resolution
Customers who are dissatisfied with a refund decision are encouraged to contact Performance Strategies so that the matter can be reviewed.
Complaints should be submitted to:
admin@performancestrategies.co
We will seek to resolve complaints fairly and within a reasonable period.
Where a dispute remains unresolved, the customer may seek assistance from the appropriate consumer protection authority or pursue any other remedy available under Botswana law.
16. Changes to This Policy
Performance Strategies may review and update this Refunds and Returns Policy to reflect changes in its services, business practices or applicable legislation.
Updated versions will be published on www.performancestrategies.co with a revised effective date.
Changes will ordinarily apply to future bookings and purchases and will not retrospectively remove rights arising under existing agreements or applicable law.
17. Contact Information
For questions concerning cancellations, refunds, transfers or this policy, please contact:
Performance Strategies Enterprises (Pty) Ltd
P.O. Box AE763, AEH
Molapo Crossing
Gaborone, Botswana
Email: admin@performancestrategies.co
Website: www.performancestrategies.co
18. Acceptance of Policy
By purchasing a training programme or accepting a corporate training agreement, customers acknowledge that this Refunds and Returns Policy has been made available to them.
Acceptance of the policy is subject to all mandatory rights and protections provided by applicable law.
Performance Strategies Enterprises (Pty) Ltd
Be the Best.