CLIENT TERMS & REFUND POLICY

1. INSTITUTIONAL OVERVIEW & MISSION
Hertra Educational Consult is a premium, tech-integrated academic consortium providing elite 1-on-1 home tuition and mentorship across Ghana's 16 regions. We deliver Ghana's NaCCA Standards-Based Curriculum via our proprietary Integrated Learning Cycle and identity-locked digital Master-Packs. Our Sovereign Learning Model utilizes forensic geospatial tracking and continuous pedagogical auditing to ensure academic supremacy for every scholar.

2. THE RETAINER COMPACT (Parental Terms)

• The Calendar Track Model: Hertra operates on an Elite Monthly Retainer, providing uninterrupted calendar access to the Hertra National Master-Base. By enrolling, parents secure a permanent instructional slot for the upcoming calendar month:

  • Alpha Track: Every Monday, Wednesday, and Friday of the month.

  • Beta Track: Every Tuesday, Thursday, and Saturday of the month.

• The Fixed Investment: Tuition is a flat institutional rate per month (Greater Accra: GHS 1,200.00 | National Grid: GHS 1,000.00), regardless of the exact number of track days provided by the Gregorian calendar. This ensures absolute synchronization with our 1st-of-the-month mission deployment.

• Advance Payment Protocol: To maintain continuous placement on the National Grid, all retainer investments for the upcoming month must be settled invariably by the 25th of the current month. Failure to settle results in automated mission suspension on the 28th.

• The Law of Consumed Deployment (Cancellations): We sell Reserved Institutional Access. If a scheduled session is cancelled, delayed, or aborted by a sponsor/parent with less than 24 hours' notice, the session is legally recorded as CONSUMED. The Academic Partner is compensated for the reserved slot, and no financial refund or makeup session is provided.

3. THE SOVEREIGN CHARTER (Staff & Operational Governance)

• Vetting & Enlistment: All Academic Partners, Regional Coordinators, and Marketing Executives must undergo a professional competence audit and rigorous background verification by the Hertra Academic Architect Council (HAAC).

• The Sovereign Advance: To ensure brand uniformity, Hertra fronts the cost of the partner's high-quality PVC Smart ID and branded uniform. A one-time Logistics Recovery Fee of GHS 100.00 is deducted from the partner's first successful monthly dividend.

• The Zero-Cash Law: Staff are strictly prohibited from soliciting or accepting physical cash from parents. All tuition must flow through the Hertra Vault (Paystack Portal, Official MoMo Merchant, or GCB). Any breach of this law results in immediate deactivation and permanent expulsion from the network.

4. REFUND & SERVICE CANCELLATION POLICY

• Admission & Integration Fees: The Standard Institutional Admission (GHS 150.00) and the Privilege/Sibling Admission (GHS 100.00) are STRICTLY NON-REFUNDABLE. These fees cover irreversible costs: background vetting, residential geospatial anchoring, diagnostic benchmarking, and unique H-ID generation.

• Tuition Refunds & The Retainer Lock:
  Because Hertra reserves exclusive instructional capacity and commits an Academic Partner to your household, Monthly Retainer fees are strictly non-refundable once the 1st day of the calendar month commences. If a sponsor withdraws a scholar mid-cycle, all remaining sessions for that month are forfeited.

• Advance Payment Withdrawals:
  If a sponsor settles their invoice for an upcoming month on the 25th deadline, but officially notifies the HAAC of withdrawal before the 1st day of that new month, a refund of that advance payment will be issued, subject to a 15% Administrative Offboarding Fee.

• Institutional Failure: If Hertra fails to deploy an Academic Partner to your track within 7 days of the agreed Genesis Date, a full 100% refund of the tuition retainer will be issued.

• Teacher-Initiated Absence & Accountability: If an Academic Partner fails to attend a scheduled session, a Mandatory Recovery Session must be executed within the same calendar week (or on a Sovereign Recovery Sunday). If the Partner fails to recover the session, the Hertra Vault will automatically issue a Service Integrity Credit to the parent’s next monthly invoice, and the Partner will face an HAAC disciplinary audit.

• The Continuity Protocol: To ensure the completion of the 40-week national curriculum within our high-velocity cycles, Hertra does NOT observe public holidays. All instructional tracks proceed as scheduled on the National Grid unless officially communicated by the Managing Director.

5. PRIVACY, DATA PROTECTION & IP SECURITY

• Data Compliance & Financial Security: In accordance with the Data Protection Act of Ghana, PII is collected strictly for deployment logistics and safety. Hertra does not store credit card or MoMo PINs; all financial data is encrypted and processed by Paystack (PCI-DSS Level 1 compliant).

• Geospatial Tracking: Real-time GPS coordinates and biometric seals are recorded during active session hours via KoBoToolbox for forensic accountability and household safety.

• Intellectual Property (IP) Protection: All Hertra Master-Packs are identity-locked via Digital Rights Management (DRM). Printing, copying, or distributing these materials to unauthorized persons is a terminal breach of intellectual property law and will result in permanent banning from the Hertra Academic Network.

6. CHILD SAFEGUARDING & IN-HOME SECURITY PROTOCOL

At Hertra Educational Consult, the physical, emotional, and psychological safety of your ward is our absolute highest operational mandate. We do not compromise on child protection. Our Sovereign Safeguarding Protocol ensures a secure, transparent, and highly professional mentoring environment:

• The "Line-of-Sight" Instructional Mandate: To ensure absolute transparency, all Hertra instructional deployments must take place in an open, high-visibility area of the residence (e.g., a dining area, living room, or designated study hall). Sessions behind closed bedroom doors are strictly prohibited, and a designated adult guardian must be present on the premises during the 120-minute deployment.

• Strict Communication Boundaries: Hertra enforces a rigid professional barrier. Academic Partners are authorized to communicate only with the registered Parent or Sponsor. Private digital communication (via WhatsApp, SMS, or social media) directly between the Academic Partner and a minor scholar is an immediate, terminal breach of our Charter.

• The HAAC Character & Competence Vetting: Before entering the Hertra Grid, every Academic Partner undergoes a rigorous, multi-stage background check, an evaluation of moral character, and National Teaching Council (NTC) verification. We deploy professionals, not casual tutors.

• Real-Time Identity Verification (Smart ID): Sponsors are empowered to scan the cryptographic QR code on their assigned Partner’s Smart ID upon arrival. This instantly pulls up the Partner’s live institutional dossier, guaranteeing that the individual standing in your home is actively cleared by the Managing Director.

• Geospatial Tracking & Zero-Tolerance Ethics: Every session is GPS-anchored via our KoBoToolbox grid. Any deviation from our strict Code of Conduct results in the activation of the Nuclear Kill-Switch—instantly revoking the partner's credentials. Parents are provided a direct, priority line to the Sovereign Operations Hub to report any discomfort immediately.