This Return and Refund Policy of the Snapplify Group (comprising Snapplify, Teacha! and Onnies Online) details the process to follow in order to cancel a purchase, report a defect with a purchase, or arrange for a refund on a purchase pertaining to digital content, educational resources, or electronic vouchers.
You are not entitled to any refund or replacement for digital products unless it is expressly provided for under this Return and Refund Policy or if the Snapplify Group chooses to give the user a refund or replacement (at the company’s sole discretion and without being obliged).
For return or refund queries related to hardware purchases or third-party services, please refer to the terms and conditions of the third-party provider. Snapplify will assist and facilitate this process where possible.
Your right to cancel, return, or be refunded
Incorrect Digital Content Delivered
If you receive incorrect digital content, we will cancel, return, or refund your purchase within 30 days of the original transaction. Please contact us at [email protected] promptly to resolve the issue.
Non-Defective Digital Content
Customers are entitled to a 5-day cooling-off period for digital content purchased through direct marketing, as per consumer protection laws. Outside of this, we do not offer refunds or replacements for non-defective content, including cases of mistaken or incorrect purchases, title swaps, or changes in personal preference.
Defective Digital Content
If you discover a defect in your digital content within six months of purchase, or if you are unable to use it due to a fault, you may request a refund as detailed in the ‘Return and Refund Process’ section below. Refund requests must follow the outlined process.
| Scenario | Outcome |
| Title found to be defective within 6 months | You are entitled to either: 1. Repair or replacement of the title with readability reinstated, or 2. Full refund. |
| Title found not to be defective within 6 months | You are not entitled to a refund, free replacement, or repair. |
| Title found defective after 6 months | You are entitled to have the title repaired with readability reinstated. If Snapplify cannot repair or reinstate readability within 3 months, you are entitled to a refund. |
Issues Not Covered for Repair, Replacement, or Refund
Please note that the following issues will not render the product damaged, defective, or unsuitable, and will not entitle you to any repair, replacement, or refund:
1. Access Issues
- Internet Connection Problems:
No internet connection.
Digital content blocked by firewalls or similar network restrictions. - Device Limit:
The user has reached the maximum device limit. - License Expiration:
The user’s license term has ended. - Payment Issues:
Payment for the digital content has failed.
2. Inability to Open or Read Digital Content Purchased from Snapplify
- Multiple Devices:
Inability to open content on more than one device simultaneously. - Unsupported Reader Applications:
Using a reader app not supported by the Snapplify platform. - Unregistered Devices:
Attempting to open content on a device not registered with the Snapplify Reader application. - Unsupported Operating Systems:
Running an unsupported version of an operating system. - Non-standard Devices:
Devices not conforming to ordinary international standards or lacking support for standard digital content functionality. - No Internet Connection:
Unable to associate the device with the Snapplify Reader app due to a lack of internet connection.
3. Inability to Open or Read Digital Content Purchased from Teacha! or Onnies Online
- Non-standard Devices:
Devices not conforming to ordinary international standards or lacking support for standard digital content functionality. - Incorrect Software:
Devices that do not have the correct software to access and display the purchased file format. - No Internet Connection:
Unable to download the file to the device due to lack of internet connection.
Dealing with Alleged Defects
Given the many variables that could render a digital content file problematic or defective, alleged defects will be handled as follows:
Reporting the Issue:
If you experience problems downloading, opening, or reading digital content—or if the content is defective in another way (e.g., missing pages, incorrect book/resource)—report the issue to the Snapplify Group via email at [email protected].Snapplify Assistance:
The Snapplify Group will help determine the cause(s) of the problem and suggest solutions. Refunds will only be issued if the Snapplify Group deems it appropriate.Refund Considerations:
Refunds are unlikely if the digital content has already been downloaded. If you believe an error has been made (e.g., incorrect purchase), report it to the Snapplify Group before downloading the content.Inspection and Discretion:
If a returned product cannot be confirmed as defective after inspection, the Snapplify Group may, at its sole discretion, offer a partial refund, repair, or replacement at a reduced cost.
Hardcopy content
Hardcopy book refunds may be requested within 14 days of dispatch, the books must be returned in the original condition (no scratches, damaged pages, etc.) to the bookseller. Hardcopy refunds are approved at the Booksellars sole discretion.
You must make all reasonable efforts to return books to the bookseller within 5 business days of making the refund request.
Return and refund process
| Process | Steps and Requirements |
| Returns | Email [email protected] with the reason for your return |
| Receive a support ticket reference number from Snapplify | |
| No refunds or replacements will be issued without a valid support ticket reference number | |
| Snapplify will verify the issue and provide initial feedback within 3 working days. |
| Error correction | Priority 1: System crash errors. Snapplify will start working on a correction within 2 working days of verification and provide status updates once resolved. |
| Priority 2: Other errors. Snapplify will start working on a correction within 5 working days of verification and provide status updates once resolved. |
| Cooling-Off Period | If claiming a return based on the cooling-off period (for direct marketing purchases), you must provide evidence of the marketing that led to the purchase. |
| Refunds | Refunds are approved at Snapplify's sole discretion or in the case of hardcopy, the Booksellars discretion. |
| Refunds will be processed using the same payment method as the original purchase (credit card, EFT, etc.). | |
| For EFT refunds, provide your banking details and proof (e.g., stamped bank letter or official bank statement). |
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