Fewer than 10 recoverable marks in a paper, and that paper is refunded. That is the whole guarantee. This page explains what a recoverable mark is, why the guarantee is written that way, and how to claim it if it applies to you.
Last updated 22 September 2026
The guarantee
If a diagnostic paper turns up fewer than 10 recoverable marks, that paper is refunded in full. The report is still yours to keep. The guarantee applies to each paper separately. In a deal, the paper that fell short is refunded at its share of the deal price — the price divided by the diagnostic papers in it — and the rest of the deal carries on.
The guarantee exists because a strategy report is only worth buying if it finds something you can act on. If almost nothing on your child’s paper was recoverable, there is nothing for a strategy to hand back, and you should not have paid for one.
What counts as a recoverable mark
A mark lost with the right method behind it. Two of the five reasons in the report qualify: accuracy and not written down. Marks lost to a wrong method, a misread or a forgotten definition are gaps to teach, not marks a technique change can recover.
Reason
What it means
Counts towards the guarantee?
Wrong method
The route chosen could not reach the answer.
No
Accuracy
The method was right; the arithmetic slipped.
Yes
Not written down
The working stopped before the mark was earned.
Yes
Misread
A value or instruction was taken off the paper wrongly.
No
Didn’t remember
A formula or definition was not recalled in the moment.
No
The count is on the face of the report: the recoverable total is stated, and every one of those marks is shown against the question it was lost in. There is nothing to argue about, because the number is printed.
How to claim
Message us on WhatsApp or email jakobus@interflare.co.za with the order number, which looks like ED-000123 and is on your confirmation. Say which paper it is. We check the report’s recoverable total and refund the paper if it is under 10.
Claim within 14 days of the report being sent to you.
The refund goes back to the card that paid, through Paystack.
You keep the report, the feedback, the strategy report and the video.
One paper falling short does not affect the other papers in the same order.
Cancelling before your child writes
A paper that has not been written can be cancelled and refunded. Message us before your child starts, and before the exam link has been opened. Once the timer has run, the paper has been used and the guarantee above is what applies instead.
If you ordered the wrong grade, subject, paper or curriculum, tell us before your child writes and we will change it rather than refund it.
The courier fee
The R250 courier fee covers a printed copy in your hand, delivered in 3–5 working days. It is refunded if the printed copy never arrives. It is not refunded when a paper is refunded under the guarantee, because the printing and delivery still happened.
If we are late
We undertake to return marks within 1 hour of a completed paper being sent in and the full report within 24 hours. If we miss that badly and have not agreed a new time with you, you can ask for that paper to be refunded.
Your consumer rights
This policy is in addition to your rights under the Consumer Protection Act and any other South African law, not instead of them. If a term here conflicts with such a right, the law wins.