Manage Superprof

How to cancel superprof in south africa and protect your money

What is superprof and why you might want to cancel

Superprof is an online marketplace that connects students with tutors for private lessons across academic subjects and hobbies. The platform operates on a per-lesson basis while also offering subscription passes that give you access to contact tutors directly. If you've subscribed to a Student Pass or booked lessons that no longer fit your schedule or budget, you have clear cancellation rights under South African consumer law.

How superprof works

You browse tutor profiles, purchase a Student Pass to unlock direct contact with educators, and book individual lessons at rates you negotiate. Tutors may also pay for visibility subscriptions to promote their profiles. Understanding how the platform charges you is essential before you decide whether cancellation makes sense for your situation.

Why you might cancel

Common reasons include lessons no longer fitting your schedule, financial hardship, unsatisfactory tutor quality, or simply finding a better alternative. Whatever your reason, Stopee is here to guide you through the exact steps to cancel without losing money unnecessarily.

Superprof pricing and subscription plans in south africa

Know exactly what you are paying before you cancel so you can calculate what refund you are entitled to.

Current plans and costs

How charges work

When you subscribe to the Student Pass, Superprof charges your registered payment method on the same day each month. If you cancel after the charge has gone through, your pass remains active until the end of your paid period, but it will not auto-renew. This means you keep access to your current pass even after requesting cancellation, which is important to understand when planning your timing.

Your consumer rights under south african law

South Africa's Consumer Protection Act (CPA) gives you specific rights when you cancel a subscription or online service, and Stopee recommends you know them before you contact Superprof.

What the law says about cancellation

The CPA requires that any online service provider make cancellation simple and accessible. You have the right to cancel a subscription without penalty, though providers may enforce a "cooling-off period" of up to 14 days if you change your mind. After that period, standard cancellation terms apply. Lesson refunds depend on when you cancel relative to the lesson date and the tutor's stated cancellation policy.

When you can claim a refund

If you cancel a lesson more than 24 hours before it is scheduled, you are entitled to a full refund under Superprof's own policy. If you cancel within 24 hours, the tutor's individual cancellation policy takes effect, which may be 0%, 50%, or 100% refund. For subscription passes, once contact details have been shared with a tutor and lessons are underway, the pass is typically non-refundable unless the tutor is at fault or no lessons have taken place. Stopee strongly advises keeping evidence of all communications and transaction receipts so you can back up any refund request.

How to cancel your superprof subscription step-by-step

Follow these exact steps to cancel your Student Pass or lesson bookings without losing access to what you have already paid for.

Cancel a student pass via your dashboard

1. Log in to your Superprof account on the South African website (superprof.co.za).
   • Enter your email address and password.
   • If you forget your password, use the "Forgot password" link to reset it.
2. Navigate to your account settings or subscription management section.
   • Look for a "My subscriptions", "Billing", or "Student Pass" tab in your dashboard.
   • The exact label may vary, but it will mention your active pass.
3. Click the option to manage or cancel your Student Pass.
   • You should see a button or link that says "Cancel", "Cancel subscription", or "Manage pass".
4. Confirm your cancellation by clicking the final confirmation button.
   • Warning: Once you confirm, the cancellation is locked in. You cannot undo it immediately, so make sure you have the right option selected.
   • Superprof will show you a confirmation message and send an email receipt.
5. Verify your cancellation by checking your email inbox for a confirmation email from Superprof.
   • Save this email for your records.
   • Your pass will remain active until your paid period ends.

Cancel via email if the dashboard option does not work

1. Send a cancellation request email to hellozar@superprof.com.
   • Include your full name, registered email address, and account username.
   • Write clearly: "I request cancellation of my Student Pass effective immediately."
   • Pro tip: Use subject line "Subscription Cancellation Request" so your email is flagged correctly.
2. Superprof will respond within 2-3 business days to confirm cancellation.
   • Your pass will not renew after your current billing period ends.
   • You keep full access until that date.
3. Keep a copy of your sent email and their response for your records.
   • Store these in a folder labeled "Superprof cancellation" in case you need to dispute a charge later.

Cancel an individual lesson

1. Log in to your account and navigate to your lessons or bookings section.
   • Look for "My lessons", "Bookings", or "Schedule" in your dashboard.
2. Find the lesson you want to cancel.
   • Check the lesson date and time to ensure you have selected the correct one.
3. Click the "Cancel lesson" or "Cancel booking" button next to that lesson.
   • You will see Superprof's cancellation policy and the tutor's policy displayed side-by-side.
4. Read the refund percentage you are entitled to based on when you cancel.
   • If it is more than 24 hours before the lesson: you get 100% refund.
   • If it is less than 24 hours before the lesson: the tutor's policy applies (check their profile for their 0%, 50%, or 100% rule).
5. Confirm the cancellation by clicking the final button.
   • Warning: Some tutors charge a cancellation fee within the 24-hour window. Read the policy before confirming.
6. Check your email for a cancellation confirmation receipt.
   • This email will show the refund amount and when it will arrive in your account.

What happens immediately after you cancel

Cancelling a subscription does not mean you lose everything overnight, and it is important to know what access you keep and what you lose.

Your access and account status

When you cancel your Student Pass, it remains active and usable until your paid period ends. You can still browse tutor profiles, view messages, and access lessons you have already booked. Only after your billing period expires does the pass lock and you lose the ability to contact new tutors. Your profile, booking history, and message threads are not automatically deleted; Superprof keeps these for your records and to handle disputes or refund requests. If you want to delete your profile entirely, you must submit a separate data deletion request through their support channel.

Refunds and when money returns

Superprof processes refunds within 3-5 working days to your registered bank account. For lesson refunds, the money appears as a credit on your Superprof account first, then you can request a withdrawal or it may be returned to your original payment method. Subscription refunds (if approved under exceptional circumstances) follow the same timeline. Check your bank account statement and Superprof dashboard simultaneously; sometimes delays occur due to your bank's processing speed, not Superprof's.

Communications and messages

Your messages with tutors remain visible in your account after cancellation unless you manually delete them. Tutors can still see past conversations and may contact you if lessons are outstanding. If a tutor tries to reach you about a cancelled lesson, Stopee advises responding promptly to avoid disputes. Superprof uses these message threads to resolve refund complaints, so keep them for at least 30 days after any cancellation.

Refund policy and what you can recover

Understanding exactly when Superprof will refund you is the key to getting your money back safely.

Lesson cancellation refunds

If you cancel a lesson more than 24 hours before its start time, you receive a full 100% refund automatically. If you cancel within 24 hours, the tutor's cancellation policy controls the outcome: some tutors refund 100%, some 50%, and some offer 0%. Always check the tutor's profile in advance to know their policy before booking. Refunds for cancelled lessons appear in your Superprof wallet within 3-5 working days; from there, you can request a bank transfer or leave the credit for future bookings.

Student pass and subscription refunds

Monthly Student Passes are non-refundable once you cancel, except in exceptional circumstances. If you purchased a pass, contacted a tutor, but the tutor never accepted or showed up to any lessons, you may qualify for a refund with proof. Send your request to hellozar@superprof.com with screenshots of your booking attempts, message threads, and lesson dates. Superprof will review your case and respond within 5-7 working days. Pro tip: Email within 14 days of cancellation for the best chance of approval, as older cases are harder to investigate.

Annual pass and pro pass refunds

If you purchase an annual Pro Pass and cancel within 14 days, you qualify for a full refund under the CPA's cooling-off period. After 14 days, annual passes are typically non-refundable. Contact hellozar@superprof.com with your proof of purchase and the date you ordered the pass to request your refund.

Common mistakes when cancelling superprof

We understand the frustration of realising you made a mistake during cancellation, and Stopee has helped thousands of consumers recover money by avoiding these traps.

Mistake 1: cancelling too close to lesson time

If you cancel a lesson within 24 hours of the scheduled start, you may lose 50% or even 100% of your fee depending on the tutor's policy. Always check the tutor's cancellation terms on their profile before you book, and cancel as early as possible if your plans change.

Mistake 2: confusing pass cancellation with lesson cancellation

Cancelling your Student Pass does not automatically cancel all your booked lessons. You must cancel each lesson individually if you want refunds for upcoming sessions. Cancelling the pass only stops the auto-renewal and future charges. Review your bookings section and cancel each lesson separately to claim refunds.

Mistake 3: not keeping proof of cancellation

If you cancel via email or dashboard, Superprof sends a confirmation, but if you delete that email, you have no proof if a dispute arises. Save your confirmation email, screenshot your cancellation confirmation from the dashboard, and keep your bank statement showing when charges stopped. Stopee recommends creating a "Superprof" folder in your email and marking cancellation messages as important.

Mistake 4: assuming the pass disappears immediately after cancellation

Your pass remains active until the end of your billing period, so you may still be charged for the current month even after you cancel. This is not a mistake by Superprof; it is how subscriptions work. If you cancel on day 15 of a 30-day cycle, you have paid for the full month and the pass expires on day 30.

Mistake 5: not following up on refunds

Superprof says refunds take 3-5 working days, but some take up to 7 days depending on your bank. If you do not see the refund after 7 days, email hellozar@superprof.com with your lesson booking reference or transaction receipt and ask for a status update. Banks sometimes hold refunds; contact your bank's customer service line if Superprof confirms the refund was sent.

Timeline for cancellation and refunds

Knowing when each action happens helps you plan your cancellation and budget accordingly.

Immediate actions (same day)

When you click "Cancel" on your dashboard or send a cancellation email, your request is logged immediately. Superprof flags your account for cancellation, and your subscription will not renew when the current period ends.

Short term (1-3 days)

You receive a confirmation email from Superprof acknowledging your cancellation request. Your subscription pass remains fully active during this time. Any lesson cancellations you submit within 24 hours of the lesson time are processed, and the tutor's refund policy applies.

Medium term (3-7 days)

Refunds for cancelled lessons appear in your Superprof wallet. Your billing period ends, and the auto-renewal is stopped. Your pass is still active until the final day of the month or cycle you paid for. Bank transfers of refunds typically clear to your account by day 7.

End of billing cycle

Your Student Pass or subscription expires, and you can no longer contact tutors or book new lessons. You retain view-only access to your past bookings and messages. If any refund dispute arises, you still have evidence of your booking and communication history in your account.

When to escalate and how to file a complaint

If Superprof refuses to refund you or does not respond to your cancellation request, you have legal remedies under South African consumer law.

First step: email superprof directly

Contact hellozar@superprof.com with a clear subject line: "Refund Request - [Your Full Name] - [Lesson date or pass purchase date]". Include your account email, the specific transaction reference, and a brief explanation of why you believe you qualify for a refund. Give them 7 working days to respond.

Second step: request an escalation

If Superprof does not reply or denies your refund claim without justification, reply to their last email (or send a new one) asking to escalate your case to a supervisor or the complaints department. Mention that you are aware of your rights under the Consumer Protection Act and will escalate further if necessary. Superprof typically responds faster to escalations.

Third step: contact the national consumer commission (NCC)

South Africa's National Consumer Commission handles complaints against online service providers that breach the CPA. You can file a complaint at the NCC website (ncc.org.za) or by phone (011 214 5555). The NCC can order Superprof to refund you if they find the company acted unlawfully. This step is free and does not require a lawyer.

Fourth step: chargeback with your bank

If Superprof does not respond to the NCC or you receive no resolution within 30 days, contact your bank and request a chargeback. Explain that you cancelled a subscription that was not refunded despite being entitled to one under consumer law. Provide your NCC complaint number if you filed one. Your bank will investigate and may recover the funds for you, though this takes an additional 4-6 weeks.

Should you cancel or keep your superprof subscription

This section helps you decide whether cancellation is right for your situation.

Reasons to cancel immediately

Cancel now if you have not used your Student Pass to book any lessons, have not contacted any tutors, or your financial situation has changed and you cannot afford the monthly fee. Stopee also recommends cancelling if you have found a better tutor elsewhere or if the tutor you booked cancelled repeatedly. If you are within 14 days of purchase, you have a legal right to cancel under the CPA cooling-off period regardless of whether you used the pass.

Reasons to wait before cancelling

If you have upcoming lessons booked and you are planning to attend them, keep your Student Pass active because cancelling early may trigger refund disputes. If you are in the middle of a course of lessons with a tutor, cancelling mid-cycle may lock you out of contact with that tutor, making it harder to coordinate final sessions. If your financial situation improves soon, waiting a few weeks might be cheaper than paying a cancellation fee or losing a lesson deposit.

Red flags that signal cancellation is necessary

If your tutor is unresponsive, consistently late, or not delivering the quality of teaching you paid for, document these issues (save message threads and lesson notes) and cancel your subscription and remaining lessons. Use this evidence in your refund request. If Superprof charges you unexpectedly or without consent, cancel immediately and file a complaint with the NCC. Stopee has supported many students through these situations, and timely cancellation with documented complaints strengthens your case for a refund.

Cancellation checklist and action plan

Use this checklist to track your cancellation step-by-step and ensure you do not miss any critical actions.

Final summary and contact information

Cancelling your Superprof subscription is straightforward if you follow the correct steps, understand your rights, and keep evidence of every transaction. Stopee strongly recommends cancelling via your dashboard first, and only using email if the dashboard option does not work. Remember that your Student Pass remains active until the end of your billing period, so you lose no access immediately after cancelling. Lesson refunds depend on when you cancel relative to the lesson date; always cancel at least 24 hours before the lesson time if you want a full refund.

Contact details for superprof south africa

For cancellation, refund inquiries, and complaints, contact Superprof's South African support team at the following address:

Email: hellozar@superprof.com

Website: superprof.co.za

Parent company: Superprof SAS (headquartered in France; handles all regional cancellations and refunds)

If Superprof does not respond within 7 working days or denies your refund unfairly, escalate your complaint to the National Consumer Commission (NCC) at ncc.org.za or 011 214 5555. Stopee has helped thousands of consumers cancel subscriptions across every major platform, and we empower you to protect your money by knowing exactly what to ask for and when to escalate. Take action today, keep your proof, and do not accept a refusal without understanding your consumer rights under South African law.