NeuroMe Communication Policy

Updated: 12 March 2026

This policy defines the legal boundaries, communication protocols, and division of responsibilities between NeuroMe (The Provider) and the Parent/Guardian (The Primary Educator). By enrolling, the Parent acknowledges that homeschooling is a parent-led educational path and NeuroMe’s role is strictly limited to providing tools and frameworks.

1. The Legal Framework: Provider vs. School

NeuroMe is a Curriculum Provider, not a school. Under the South African Schools Act (or relevant regional legislation), the Parent/Guardian is the primary educator.

NeuroMe’s Scope: We provide the curriculum, assessment structures, and moderation.
Parental Scope: You are responsible for daily instruction, discipline, attendance, and progress monitoring.
Liability Limitation: NeuroMe cannot be held liable for a learner’s failure to progress, missed deadlines, or academic underperformance resulting from a lack of parental oversight.

2. Official Channels & Response Times

To ensure an audit trail for academic accountability and transparency, only written communication via approved channels is recognised.

Office Hours: Monday – Friday, 09:00 to 15:00.
Formal Communication Intake Protocol: To facilitate a swift and effective resolution, all support requests must include the following mandatory information. Failure to provide these details will result in the query being returned for clarification, effectively resetting your place in our response queue.
- Mandatory Requirements for Every Query:
  - Learner’s Full Name
  - Learner’s Registered Profile Email Address
  - Current Grade and Subject (where applicable)
  - Descriptive Summary: A clear, concise explanation of the concern.
  - Visual Evidence: A high-quality screenshot displaying the specific error message, technical fault, or submission issue.
Response Windows & Urgency NeuroMe operates on a 24–48 business hour response cycle. We do not provide “on-demand” or instant support. It is the Parent’s responsibility to initiate communication well in advance of deadlines. NeuroMe explicitly disclaims any liability for academic or administrative consequences (such as missed submission windows) resulting from “last-minute” or “emergency” queries sent within 72 hours of a deadline.
CC Limitation Policy: To ensure administrative efficiency and clear lines of accountability, Parents may not CC more than one (1) NeuroMe staff member or department in a single email. “Shotgunning” emails to multiple staff members simultaneously creates administrative confusion and will result in the query being moved to the back of the processing queue. NeuroMe reserves the right to respond only through the most relevant department, regardless of how many staff members were copied.
Self-Service Requirement: Before contacting support, Parents must be logged into their learner’s Google account and consult the ionHub Classroom, which contains all necessary resources and communications required for learner success. If the information is available on ionHub, NeuroMe reserves the right to refer the Parent back to the portal rather than providing a manual response.
Liability Limitation: NeuroMe shall not be held liable for any academic or administrative prejudice (e.g., missed exams, late submissions, or ignorance of policy changes) resulting from a Parent’s failure to monitor ionHub. “I was unaware” is not a valid ground for a dispute if the information was available on ionHub.

3. Exclusivity of Contact

To protect learner privacy and data (POPIA compliance), NeuroMe operates a strict “Single Point of Contact” system.

Authorised Party: We communicate only with the parent/guardians listed on the enrolment form. Any other emails about our learners from an unregistered party will be ignored.
Tutors/Centres: Tutors and Learning Centres are third-party contractors hired by the parent. NeuroMe will not engage with them directly, provide them with marks, or take instructions from them.
Third-Party CCs: Tutors may email NeuroMe only if the registered parent is CC’d on every interaction.

4. Conduct & “Zero Tolerance” Clause

NeuroMe is committed to a safe working environment for our staff and learners.

Prohibited Conduct: Any communication containing profanity, shouting (all caps), derogatory remarks, or blasphemy will result in the immediate and permanent blocking of the sender’s email/number or NeuroMe account.
Consequence: In cases of persistent hostility, NeuroMe reserves the right to unilaterally deregister the learner to protect staff wellbeing.

5. Academic Administration & Accountability

Feature	Parent/Learner Responsibility	NeuroMe Responsibility
Daily Progress	Monitoring completion of lessons.	Providing the digital content.
Submissions	Ensuring the “Confirmation Email” is received.	Marking submitted work within set timeframes.
Tech Setup	Invigilator App setup and stable internet.	Providing technical guides on ionHub.
Feedback	Accessing and acting on markers’ comments.	Releasing marks to the learner profile.

The “No Confirmation, No Submission” Rule The automated “Submission Confirmation Email” generated by the NeuroMe system is the only legally recognized and accepted proof of work.
Zero-Grade Default: In the event of a dispute, if the Parent or Learner cannot produce the specific system-generated confirmation email for the task in question, the work will be recorded as “0” (Zero) or “Not Submitted.”
Non-Exemption for Technical Issues: Technical difficulties, including but not limited to internet connectivity failures, power outages (load shedding), device malfunctions, or “unconfirmed” uploads, do not qualify for exemptions or late submissions.
Verification Duty: It is the Learner’s proactive responsibility to verify they have received the confirmation email before closing their browser or navigating away from the lesson or task. If no email is received within 5 minutes of submission, the Learner must immediately re-attempt the submission. Failure to do so waives any right to a submission dispute.

6. SACAI & FET Phase

For FET learners, NeuroMe acts as the Head of Institution.

Direct Contact Prohibition: Parents are strictly prohibited from contacting SACAI directly. Any attempt to circumvent NeuroMe may jeopardize the learner’s registration and result in administrative penalties.
Financial Prerequisites: SACAI registrations and reports will only be processed if the learner’s NeuroMe account is in good standing (paid in full).

7. Financial & Report Protocols

Reports: Academic reports are a reflection of completed and moderated work. They will not be “expedited” for external applications if the parent has not met the submission deadlines.
Payment Reflectance: We do not clear accounts based on “Proof of Payments.” Access/Reports are only triggered once funds reflect in our bank account.

8. The Accountability Clause

NeuroMe does not provide the following services. Expecting these constitutes a breach of the homeschooling agreement:

Reminders: We do not notify parents of missed deadlines or outstanding work.
Notification of inactivity: We do not notify parents if learners have not joined their classrooms for specific subjects and not completing lessons.
Tutoring: We provide the learning material, not the individual teaching. Extra support is a parental cost and NeuroMe does not assist or advise in this regard.
Motivation: Learner engagement is managed by the home supervisor.

9. Acknowledgement of Policy

Failure to adhere to these communication structures disrupts NeuroMe’s ability to serve all learners. Continued non-compliance, harassment of staff, or failure to monitor the ionHub platform may lead to the termination of the service agreement.