Last updated: 31 August 2026
This Refund & Cancellation Policy applies specifically to purchases of the 10gen 4 Week AI Champion Challenge (“Programme”).
The Programme is provided by GUEST EXPERIENCE (PTY) LTD, registration number 2006 / 033012 / 07, trading as 10gen (“10gen”, “we”, “us” or “our”).
By purchasing one or more seats in the Programme, you acknowledge and agree to this Refund & Cancellation Policy, subject always to any rights you may have under applicable South African law.
1. Programme Booking
The 4 Week AI Champion Challenge is a cohort-based programme with limited availability.
Each booking reserves a place in a specific upcoming cohort. Because cohort capacity is limited and 10gen commits facilitator time, programme resources and capacity based on confirmed bookings, cancellations may affect our ability to offer that place to another participant.
For this reason, the refund available depends on when a cancellation request is received.
2. Cancellation More Than 14 Days Before the Programme
If you cancel your booking more than 14 calendar days before the scheduled start date of your cohort, you may request a full refund of the programme fee paid to 10gen.
Alternatively, you may request that your booking be transferred to another available cohort.
Transfers are subject to availability.
3. Cancellation Between 7 and 14 Days Before the Programme
If you cancel between 7 and 14 calendar days before the scheduled start date, you may choose either:
- a 50% refund of the programme fee paid; or
- a transfer of your booking to another available cohort at no additional programme fee.
A transferred booking may only be transferred once unless otherwise agreed by 10gen in writing.
4. Cancellation Less Than 7 Days Before the Programme
If you cancel less than 7 calendar days before the scheduled start date, the programme fee is generally non-refundable, subject to applicable law.
However, you may request to transfer your place to the next available cohort.
Transfers are subject to availability and must be approved by 10gen.
5. Once the Programme Has Started
Once your cohort has commenced, programme fees are generally non-refundable, including where:
- you change your mind;
- you are unable to attend one or more live sessions;
- your business circumstances change;
- you do not complete the programme;
- you do not make use of the provided templates, workbook or resources; or
- you fail to participate in the programme.
This is because programme delivery, facilitator capacity, digital materials and your cohort place have already been allocated.
Where session recordings are provided, participants who miss a live session may use the applicable recording, subject to availability and the programme terms.
Nothing in this section limits any refund or other remedy to which you are legally entitled under applicable South African law.
6. Team and Multiple-Seat Bookings
Where a business purchases multiple seats, cancellation and refund eligibility will ordinarily be calculated according to the number of seats cancelled and the date on which the cancellation request is received.
Businesses may substitute one delegate for another before the Programme begins at no additional charge, provided that 10gen is notified before the applicable cohort commences.
Once the Programme has commenced, delegate substitutions are subject to approval by 10gen.
7. Transfers to Another Cohort
Where this Policy permits a transfer, your booking may be moved to another cohort with available capacity.
A transfer is subject to:
- availability in the requested cohort;
- any material difference in the Programme being communicated to you; and
- the booking not having previously been transferred, unless 10gen agrees otherwise in writing.
If you transfer to another cohort and subsequently cancel the transferred booking, your refund entitlement will be determined by the original booking and transfer circumstances, and 10gen reserves the right to decline a refund to the extent permitted by applicable law.
8. Cancellation or Rescheduling by 10gen
In the unlikely event that 10gen cancels a cohort before it begins, you will be offered either:
- a transfer to another available cohort; or
- a full refund of the programme fee paid.
If 10gen needs to reschedule the Programme or materially change its dates, we will notify affected participants as soon as reasonably possible.
If the revised dates are not reasonably suitable for you, we will work with you to transfer your booking to another cohort or provide an appropriate refund where required by applicable law.
9. Exceptional Circumstances
We understand that unexpected circumstances can arise.
If you are unable to participate because of serious illness, bereavement or another exceptional circumstance outside your reasonable control, please contact us.
10gen may, at its discretion and subject to applicable law, offer:
- a cohort transfer;
- a programme credit;
- a partial refund; or
- another reasonable solution.
Any discretionary accommodation does not create an obligation for 10gen to provide the same accommodation in other circumstances.
10. How to Request a Cancellation or Refund
All cancellation, transfer and refund requests must be submitted in writing.
Please email:
terry@10genai.com
Your request should include:
- the name of the purchaser or company;
- the participant’s name;
- the email address used when purchasing;
- your order or transaction reference, where available;
- the cohort booked; and
- whether you are requesting a refund, cancellation or transfer.
The date on which we receive your written request will be used to determine the applicable cancellation period.
11. Refund Processing
Payments for the Programme may be processed securely by Paystack, our third-party payment service provider.
Where a refund is approved, 10gen will initiate the refund through Paystack or another appropriate payment method.
Refunds will ordinarily be returned to the original payment method where possible.
Once a refund has been initiated, the time required for the funds to appear in your account depends on the payment method, payment processor and your financial institution. Customers should allow up to 10 business days after a refund has been successfully processed for the funds to reflect.
10gen is not responsible for delays caused solely by a customer’s bank, card issuer or payment processor after we have correctly initiated the refund.
12. Failed or Duplicate Payments
If you believe that:
- you have been charged more than once for the same booking;
- payment was taken but your order was not confirmed;
- an incorrect amount was charged; or
- an unauthorised transaction has occurred,
please contact us at terry@10genai.com as soon as possible.
We will investigate the transaction and, where appropriate, issue a full or partial refund.
13. Chargebacks and Payment Disputes
If you believe that a payment has been made incorrectly, please contact 10gen first so that we can investigate and attempt to resolve the matter.
Initiating a chargeback does not automatically create an entitlement to a refund.
Where a chargeback or payment dispute is raised, we may provide the relevant payment provider or financial institution with records relating to the transaction, including booking details, attendance records, communications and evidence of services or materials provided.
Nothing in this section restricts any legal rights available to you.
14. Consumer Rights
Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded under South African law.
Where applicable, this Policy must be read together with the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and other applicable South African consumer protection legislation.
If any provision of this Policy conflicts with a mandatory consumer right, the applicable law will prevail.
15. Contact Details
The Programme is supplied by:
GUEST EXPERIENCE (PTY) LTD
Trading as 10gen
Registration Number:
2006 / 033012 / 07
Business Address:
171 Problem Mkhize Road
Berea
Durban
KwaZulu-Natal
4001
South Africa
Email: terry@10genai.com
Website: 10genai.com
Effective date: 31 August 2026
This Refund & Cancellation Policy should be read together with the 10gen Terms of Service and Privacy Policy.