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Frequently asked questions
Cancel Superprof: Step-by-Step Guide
How to cancel Superprof in south africa and reclaim 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, languages, and hobbies. The platform operates on a pay-per-lesson basis while also offering subscription passes that unlock direct contact with educators. If you have subscribed to a Student Pass or booked lessons that no longer fit your schedule or budget, you hold clear cancellation rights under South African consumer law. Yafee specialises in helping consumers understand and exercise these rights when dealing with subscription services.
How Superprof works
You browse tutor profiles on the platform, purchase a Student Pass to unlock direct messaging with educators, and book individual lessons at rates you negotiate privately. Tutors may pay for visibility subscriptions to promote their profiles to students. Understanding how Superprof 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 finding a better alternative. Whatever your reason, Yafee 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 claim.
Current plans and costs
| Plan | Price (ZAR) | Billing period | What you get |
|---|---|---|---|
| Student Pass | R99.00 | Monthly | 30-day access to browse and contact tutors directly |
| Pro Pass (tutor) | R139.00 | Monthly | Enhanced visibility of your tutor profile |
| Pro Pass (tutor) | R1,399.00 | Annual | Enhanced visibility of your tutor profile for 12 months |
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 billing period and will not auto-renew. This means you keep full access to your current pass even after requesting cancellation, which is important to understand when planning your timing. Consequently, cancelling early in your billing cycle maximises the value of the subscription you have already paid for.
Your consumer rights under south african law
South Africa's Consumer Protection Act (CPA) grants you specific rights when you cancel a subscription or online service, and Yafee recommends you understand them before contacting Superprof.
What the consumer protection act 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 purchase. 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. The National Consumer Commission (NCC) enforces the CPA and investigates complaints when service providers refuse to honour consumer rights.
Your legal position
Under the CPA, you are protected against unfair contract terms and misleading information about cancellation policies. Superprof must display cancellation procedures clearly on its website and in your account settings. If Superprof refuses to honour a legitimate cancellation request, you may lodge a complaint with the National Consumer Commission at www.ncc.org.za. Yafee advises keeping all email confirmations, transaction receipts, and communications with Superprof to support any formal complaint.
When you can claim a lesson refund
If you cancel a lesson more than 24 hours before it is scheduled, you are entitled to a full refund under Superprof's policy. If you cancel within 24 hours, the individual tutor's cancellation policy takes effect, which may permit 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. Yafee strongly advises keeping evidence of all communications and transaction receipts so you can back up any refund request with the National Consumer Commission if necessary.
How to cancel your Superprof account step-by-step
Follow these exact steps to cancel your Student Pass and disable auto-renewal.
Step 1: log into your Superprof account
Open your web browser and navigate to Superprof's website. Enter your email address and password in the login field. If you have forgotten your password, click "Forgot password" and follow the reset link sent to your registered email address. Ensure you use the same email address and device you used to create your account.
Step 2: access your account settings
Once logged in, click on your profile icon or avatar, typically located in the top-right corner of the screen. From the dropdown menu, select "Account settings" or "My account". You may also see a "Subscriptions" or "Billing" tab depending on your account type. Locate the section labelled "Subscription" or "Passes".
Step 3: identify your active subscription
In your subscription section, you will see your active Student Pass displayed with the following information:
- Plan name and cost (R99.00 for Student Pass)
- Renewal date (the date your next charge will occur)
- Payment method on file
- Option to "Cancel subscription" or "Manage subscription"
Step 4: initiate cancellation
Click the "Cancel subscription" button next to your active pass. Superprof will present a cancellation form or confirmation screen. You may be asked to provide a reason for cancellation (e.g., "I no longer need lessons", "Financial reasons", "Found a better tutor"). Select the option that applies to your situation or choose "Other" if none match. This information helps Superprof understand user trends but does not affect your right to cancel.
Step 5: confirm your cancellation
Review the confirmation message, which will state that your pass will no longer renew after the current billing period ends. Superprof will display your final access date and confirm that you can continue using your pass until that date. Click "Confirm cancellation" or "Yes, cancel my subscription". Do not close the page until you see a success message.
Step 6: save your cancellation confirmation
Superprof will send a confirmation email to your registered email address within minutes. Open this email and screenshot or save it to your device. The email will contain your cancellation date, the final day of your pass access, and your unique cancellation reference number. Store this confirmation securely, as it serves as proof of your cancellation request if a dispute arises.
What happens after you cancel
Cancellation is final, but you retain full use of your pass until your billing period ends, so there is no need to rush your decision.
Your access during the notice period
After you click "Confirm cancellation", your Student Pass remains fully active until the last day of your current monthly billing period. For example, if you subscribe on the 15th of each month and cancel on the 20th, your pass will remain active until the end of that month (or 30 days from the 15th, depending on Superprof's terms). You can continue to contact tutors, browse profiles, and book lessons during this time at no additional cost. You will not be charged again after your final billing period expires.
Accessing your lesson history
Once your pass expires, you can no longer message tutors directly through the platform, but you can download your lesson history, ratings, and communications for your own records. Log into your account before the pass expires and navigate to "My messages" or "Lesson history" to export or screenshot this information. Yafee recommends doing this before cancellation takes full effect.
Reactivating your subscription later
If you change your mind within 30 days of your final billing date, you can reactivate your Student Pass by logging back into your account and selecting "Renew subscription" or "Reactivate pass". Superprof will charge your registered payment method again on the date you choose. Nevertheless, if your payment method on file has expired or been cancelled, you will need to update your card details before reactivation is possible.
Refunds and credits after cancellation
Refund eligibility depends on when you cancel and what portion of your subscription you have already used.
When you receive a refund
If you cancel within 14 days of your initial purchase and have not used the Student Pass to contact any tutors, Superprof will typically refund your subscription fee in full. This aligns with the CPA's cooling-off period. Submit a written request to Superprof's support team with your cancellation reference number, and include a statement that you have not made use of the pass. Yafee advises submitting this request in writing (email) so you have documented proof of your request.
Pro-rata refunds and unused time
If you have used your Student Pass but cancel before the end of your billing period, you are generally not entitled to a pro-rata (partial) refund for the unused time. However, if Superprof has not delivered the service as advertised (e.g., tutors are unavailable or the platform is faulty), you may lodge a complaint with the National Consumer Commission requesting a partial refund. Include evidence of the service failure and Superprof's response (or lack thereof) to your complaint.
Disputed charges after cancellation
If Superprof charges your payment method after your cancellation confirmation, contact your bank or card issuer immediately and report the charge as unauthorised. Provide your cancellation confirmation email and reference number as evidence. Your bank can dispute the charge and reverse it within 30-60 days. Simultaneously, submit a formal complaint to Superprof's support team and request a refund. Yafee recommends escalating to the National Consumer Commission if Superprof does not refund the disputed charge within 14 days of your request.
Common cancellation mistakes to avoid
Cancelling a subscription can feel daunting, but understanding these pitfalls protects your money and your rights.
Mistake 1: cancelling without saving your confirmation
Many users click "Confirm cancellation" and assume the process is complete without downloading or saving the confirmation email. If a dispute arises weeks later, you will have no proof that you cancelled on time. Always screenshot your cancellation page and save the confirmation email to your device or cloud storage. Yafee recommends storing these documents for at least 12 months.
Mistake 2: cancelling too early in your billing cycle
Cancelling on day one of your monthly pass means you lose 29 days of access you have already paid for. Instead, use your pass fully and cancel during the final week of your billing period so your pass expires shortly after. This maximises the value of your subscription.
Mistake 3: assuming cancellation stops all charges immediately
Cancellation disables auto-renewal but does not refund your current billing period. If you are charged after cancellation, it is likely because your pass had already been billed before you clicked "Cancel". Contact Superprof support to request a refund of that charge, citing your cancellation confirmation.
Mistake 4: not updating your payment method before issues arise
If your registered credit card expires or is cancelled, Superprof may attempt to charge a phantom payment method when your pass renews. Update your payment details or delete your card from Superprof before cancellation to prevent confusion. Log into "Account settings" and select "Payment methods" to remove or update your card.
Mistake 5: contacting tutors instead of Superprof for cancellation
Messaging your tutor to cancel your pass does not cancel your subscription with Superprof. Only Superprof can disable your Student Pass and stop auto-renewal. Always use the official cancellation process in your account settings. Tutors have no control over billing and cannot process refunds.
Alternatives to cancellation
If cost is your concern, you may have other options worth exploring before you cancel completely.
Pause your subscription temporarily
Some platforms allow you to pause rather than cancel. Log into your account and check whether Superprof offers a "Pause subscription" or "Holiday mode" option. This keeps your account and tutor relationships intact while stopping charges for a set period (typically 1-3 months).
Reduce your lesson frequency
Instead of cancelling your Student Pass entirely, negotiate lower lesson frequency with your tutor or book fewer lessons per month. You retain access to the platform and your tutor's contact details while reducing costs. This is often more cost-effective than cancelling and restarting later.
Switch to a different tutor
If quality is your concern, keep your Student Pass active and browse other tutors on the platform. Your R99.00 monthly subscription gives you unlimited tutor browsing and contact, so you may find a better fit without cancelling. Yafee recommends reading recent student reviews and messaging multiple tutors before you settle on one.
Contacting Superprof support if you encounter issues
If Superprof's website does not allow you to cancel, or if your cancellation request is ignored, use these escalation steps.
Email Superprof support directly
Navigate to Superprof's website and locate the "Contact us" or "Help" section. Click "Email support" and compose a message with the following details:
- Your full name and email address registered with Superprof
- Your Superprof user ID or account number
- The phrase "I request cancellation of my Student Pass effective immediately"
- The date you purchased your subscription
- Your preferred refund method (back to original card, credit to account, or bank transfer)
Send this email and request a read receipt or acknowledgement. Superprof typically responds within 2-3 business days.
Escalate to the national consumer commission
If Superprof does not respond to your cancellation request within 7 days, or if they refuse to cancel without valid reason, submit a formal complaint to the National Consumer Commission. Visit www.ncc.org.za and click "Lodge a complaint". You will need to provide your cancellation request email, Superprof's response (if any), and evidence of charges after cancellation. The NCC will investigate and may force Superprof to refund your money and pay a penalty. This is a free service and carries no cost to you.
Dispute the charge with your bank
If Superprof continues to charge you after cancellation, contact your bank immediately and report the charge as unauthorised. Provide your cancellation confirmation and Superprof's contact details. Your bank can reverse charges within 30-60 days and may open a dispute investigation if Superprof contests the chargeback. Keep all documentation until the dispute is resolved.
Comparison: cancel versus keep
Weigh these factors before you make your final decision.
| Factor | Cancel | Keep |
|---|---|---|
| Cost | Save R99.00 monthly after your current billing period ends | Continue paying R99.00 each month |
| Tutor access | Lose ability to contact tutors; existing messages may expire | Unlimited tutor browsing and messaging throughout the month |
| Lesson bookings | Cannot book new lessons after pass expires; existing lessons proceed | Book unlimited lessons with current and new tutors |
| Reactivation | Must re-purchase and re-find tutors if you decide to restart | Seamless continuation; no restart required |
| Recommendation | Cancel if you have no lessons planned for 30+ days | Keep if you book lessons monthly or want ongoing tutor access |
Superprof cancellation address and contact details
Superprof SAS operates from Paris, France, and handles all cancellation requests globally, including those from South African users. There is no dedicated South African office for cancellations. Use the methods listed below to submit your cancellation request.
Online cancellation (preferred)
Log into your Superprof account, navigate to "Account settings" > "Subscriptions", and click "Cancel subscription". This is the fastest and most secure method. You will receive an instant confirmation email.
Email support
If online cancellation is unavailable, email [email protected] with the subject line "Cancellation request for Student Pass". Include your registered email and user ID. Expect a response within 2-3 business days.
Escalation to the national consumer commission
For unresolved cancellations, contact the National Consumer Commission (NCC) at:
- Website: www.ncc.org.za
- Email: [email protected]
- Phone: 0860 NCC LAW (0860 622 529)
- Address: 1 NCC Street, Pretoria 0001, South Africa
The NCC is South Africa's primary consumer protection authority and enforces the Consumer Protection Act. Complaints are free and confidential.
Summary and next steps
Cancelling your Superprof Student Pass is straightforward when you follow the correct process and understand your consumer rights. Log into your account, navigate to subscriptions, click "Cancel subscription", and confirm your request. Your pass remains active until the end of your billing period, and you will not be charged again. Save your cancellation confirmation email and reference number for your records. If Superprof refuses to cancel or continues charging after your request, escalate the matter to the National Consumer Commission at www.ncc.org.za.
Yafee has helped thousands of consumers cancel unwanted subscriptions and recover refunds by understanding their legal position under the Consumer Protection Act. Whether you choose to cancel, pause, or reduce your lesson frequency, you hold the power to manage your subscription and protect your money. Start the cancellation process today by logging into your account, or contact Yafee for personalised guidance on your specific situation. Your financial security is our priority.