FAQ

FAQ

Common Course Questions

Empanda’s mission is to empower our clients on their mission to develop interactive and engaging learning content, supporting engagement and the evolution of mankind. We have a vibrant community of learning authors, collaborating on innovative, creative content that accelerates human evolution toward an empowered and sustainable world. You can take courses across a wide range of categories, some of which include business & entrepreneurship, academics, health & fitness and much more! Below are answers to some of the frequently asked questions we receive about how Empanda works. Click on the arrow to expand or collapse the questions and answers.

Each Empanda course is designed and developed in collaboration with the relevant course author (s). However, the delivery of the course is administered by Juno Store, unless otherwise specified. The foundation of each Empanda course are its lectures, which can include videos, slides, and text. In addition, instructors can add resources and various types of practice activities, as a way to enhance the learning experience of students.

Empanda courses are entirely on-demand. Empanda courses can be accessed from several different devices and platforms, including a desktop, laptop, and our mobile app. All Course-related documentation is provided in electronic format and can be accessed through the Online Digital Platform. 

You will only receive confirmation of your registration for a Course, and be allowed access to the Online Learning Platform, once you have made the required minimum payment for the Course (unless otherwise specifically stated in the information pack relevant to your Course). 

There may also be a delay of access to the Online Learning Platform until you are formally enrolled in our records, or until the Course commencement date.

Upon your final enrolment for a Course, a profile will be set up for you in the Online Digital Platform (or, if you already have a profile, you will use your existing profile for the new Course). If you are suspended from participation in a Course (for non-payment of fees or any other valid reason), we may suspend access to your profile on the Online Digital Platform.

Each Course consists of several modules delivered over a specified period through the Online Digital Platform, accessible using the “Juno Branch Link” website link provided with your registration.

While Empanda is not an accredited institution, we offer skills-based courses taught by experts in their field, and every approved, paid course features a certificate of completion to document your accomplishment.

English is the language of instruction and administration for all Juno Store Courses. All coursework that is required for assessment purposes must be written in English. This includes posts made on the discussion forum.

Certificates of completion or attendance (as described in Course information packs) will be issued in your legal name provided to us during the registration process or pursuant to section C 17 upon your successful completion of a Course according to the stipulated requirements for award of a certificate. 

No certificate will be issued to you if you do not meet the stipulated requirements for the award of a certificate. 

If you are found guilty of plagiarism (even for the first offence) where a satisfactory explanation is not given, the Instructor, Moderator or Assessor of the Course may decide not to issue a certificate to you. No changes can be made to the standard form or wording of a certificate for any reason.

For Terms and Conditions on Certifications, please click here.

Juno Store will email your certificate to your email address provided to us during the registration process. Juno Store cannot be held liable should you provide an incorrect address and cannot guarantee the delivery date and time. For Terms and Conditions on Certifications, please click here.

If a certificate delivery fails, you will be contacted and informed. If you receive your certificate with a printing error, you are required to notify us. We cannot be held liable for errors resulting from incorrect personal student information provided to us. 

Any certificate changes or reprints requested after a 3-month period (after receiving your physical certificate) will be charged for.

For Terms and Conditions on Certifications, please click here.

Yes, if you are eligible for the award of a certificate, your certificate may be withheld by Juno Store in the following circumstances: 

  • If you are under investigation for academic dishonesty or misconduct and such matter has not been resolved at the time of certification, the award of a certificate may be suspended until the matter has been disposed of by Juno Store. 
  • If you have outstanding fees owing to Juno Store, your certificate may be withheld until such time as your fees have been settled in full. 
  • If you fail to verify your identity. Your certificate will be withheld until such time as you have verified your identity.

For Terms and Conditions on Certifications, please click here.

If you fail to make payment for a Course by the due date for payment (as agreed during registration and recorded in your invoice), then we may remove you from the Course or suspend your participation in the Course at our sole discretion. 

If you are suspended from participation, you will not be permitted to access the Online Digital Platform until such time as the outstanding payment has been made by you, and you will be given a period of time within which to rectify non-payment. 

If you fail to make payment within the given additional period of time, then we will be entitled to cancel your registration and remove you from the course and you will not be entitled to any refund. 

Under no circumstances will students be permitted to continue with a Course following the release of final marks in respect of that Course.

There is no actual preview option available, but by visiting our website and courses offered you are able to see details of what each Module consists of. 

We want you to be satisfied, so if you’re not happy with a course. You will be entitled to a full refund of your Course fee if you request cancellation of registration with your Support Manager before the release of Module 2 of your Course. 

After the release of Module 2, no refunds will be processed for cancellation of course registration. For steps on how to request a refund, please click here. Our refund policy can be viewed here.

For Terms and Conditions on Cancellations and Deferrals, please click here.

Upon registration, you will be assigned a Support Manager. If you wish to cancel your Course registration, you will need to contact your Support Manager to discuss your intention. Your Support Manager will consult with you to discuss the matter and to assist you in reaching an informed decision. 

Should you decide to go ahead with the cancellation, you will be required to complete and submit a cancellation of registration form, which will be provided to you by your Support Manager. 

You will be entitled to a full refund of your Course fee if you request cancellation of registration with your Support Manager before the release of Module 2 of your Course. After the release of Module 2, no refunds will be processed for cancellation of course registration.

For Terms and Conditions on Cancellations and Deferrals, please click here.

If you wish to defer your Course to the next scheduled presentation of that Course, you will need to contact your Support Manager to discuss this intention. Your Support Manager will consult with you to discuss the matter and to assist you in reaching an informed decision. 

Should you decide to go ahead with the deferral, you will be required to complete and submit a deferral application form (which will be provided to you by your Support Manager). 

Deferral of Course registration will only be processed once (no repeat deferrals will be permitted), only to the next scheduled presentation of the applicable Course, and all applications for course deferral must be made before the release of Module 2 of your Course. 

We do not guarantee that future presentations will be held and if you choose to defer to the next presentation, you do so at your own risk. Assignments that have been completed up until the date of the deferral will not be credited to you upon re-registration.

For Terms and Conditions on Cancellations and Deferrals, please click here.

We reserve the right to cancel a Course if there is insufficient demand, as determined by us in our sole and absolute discretion. In this case, you will receive a full refund, but no interest will accrue on any amounts refunded to you and any applicable bank charges will be offset against the refunded amount.

Empanda supports several different payment methods, depending on your account country and location. Visa, Mastercard and Peach Payments are the accepted payment methods. Peach Payments enables simple and secure Web and Mobile transaction payments.

For Terms and Conditions on Pricing, Payment and Delivery, please click here.

All courses are based on continuous assessment and there are no examinations, unless stipulated otherwise for a specific Course. 
For Terms and Conditions on Course Delivery and Assessment, please click here.

Modules: Modules may include assignments that count towards the final Course result. Your assignments will be assessed within an allocated time period. 

Any queries relating to your previous assignment that will affect the submission of your next assignment should be asked on the Online Digital Platform discussion forum.

Assignment submission: Assignments are due to be submitted on the date and time as indicated in the Course calendar or as otherwise indicated by your dedicated Support Manager. 

You will usually be given a full week (including the weekend) to complete and submit assignments. If you are not able to meet an assignment deadline, you are required to request an extension in line with the process outlined in the paragraph below.

For Terms and Conditions on Course Delivery and Assessment, please click here.

If you wish to apply for an assignment extension you will be required to make this request through the Online Digital Platform. 

The number of extension requests during the Course is limited to 1 extension per submission and may not be applied to more than 50% of the total number of graded assessments for the Course. Requests will be automatically granted under the following conditions:

  • The duration of extension requested is no longer than 48 hours;
  • You have not requested an extension for the same assessment already; and
  • You are under the extension limit.

All requests that don’t meet these conditions will be decided at the discretion of the Juno Support Team. 

Holidays and work trips: Allowances for late submission of assignments may not be made if you are away on holiday or on a work trip. The Course dates are clearly provided in the information pack or documentation that is available to you before a Course commences, and it is your responsibility to ensure that you are able to complete the Course by submitting assignments on time.

For Terms and Conditions on Course Delivery and Assessment, please click here.

Rewrites of assignments are not permitted. Courses are based on continuous assessment and because contextual feedback is provided after each assignment, rewrites provide an unfair advantage. 

For Terms and Conditions on Course Delivery and Assessment, please click here.

For graded Courses you may request, in writing, a re-mark of an assignment at any stage of the Course. However, no re-marks will be considered after the final results have been released. Please note that re-marks may result in an increase, decrease or no change to your mark. 

The cost of an assignment re-mark is available on request. A re-mark must be requested in writing to your Support Manager, and the re-mark fee paid, before final results have been released for the Course.

For Terms and Conditions on Course Delivery and Assessment, please click here.

Your final result or completion status may be subject to a moderation process.

If you are dissatisfied with your academic standing (final result for the Course) you are within your rights to submit an appeal within 7 working days after the final results have been made available by contacting your Support Manager, who will explain the appeals process to you.

Note: If you have outstanding fees or amounts owing, your final result will be withheld until such time as your fees have been settled in full.

For Terms and Conditions on Course Delivery and Assessment, please click here.

Whether it is positive or negative, Juno Store encourages feedback from learners. 

Where this feedback is a complaint about our Course, product or service offering, or our conduct, we are committed to addressing the complaint in a timely and appropriate manner. 

All complaints are taken seriously, and every effort has been made to ensure that Juno Store can cater for complaints received on all levels, regardless of severity. Juno Store will seek to address a complaint in a mutually beneficial and satisfactory manner, whenever reasonably possible.

Once a complaint has been lodged, we will investigate and attempt to address the matter in question. At this stage, you may be required to provide supporting documentation or other evidence that may be relevant. 

We will endeavour to address complaints within 3 working days (although this may not always be possible). In all cases, we will maintain open channels of communication and provide feedback or updates on the progress of the investigation. 

If a complaint cannot be addressed at its first stage, either party may request that the matter be looked into further. Escalations of this nature may be referred to the Author collaborating on your Course who may investigate the matter further and may recommend an outcome or course of action.

For Terms and Conditions on Complaints and Dispute Resolution, please click here.

Refund requests are submitted immediately to your Support Manager. It may take five to ten business days to post the funds in your account, however, depending on your financial institution.

It may take five to ten business days to post the funds in your account after Empanda has processed your refund request, depending on your financial institution.  If it has been more than 10 business days since the refund was processed by Empanda, however, please contact your bank directly to inquire about the status of the refund.

If the bank does not see the refund in their records, please contact Empanda on +27 (0) 21 110-5830 or info@empanda.co.za

In the event that bank charges and/or fees are levied on or added to a payment made by you to us from any country or jurisdiction, you shall be liable for all such bank charges and additional costs. 

Any VAT or other applicable taxes payable in addition to the Course fees will be identified in your invoice or information pack and such amounts are your sole responsibility unless the contrary is stated.

For Terms and Conditions on Pricing, Payment and Delivery, please click here.

If you have been provided with a promo code and you would like to make use of it when you register for a Course, you will have to indicate this on the Juno Store Website when registering for the relevant Course (where indicated), and agree to be bound by the terms and conditions of this promo code. 

Should you register without utilising the promo code, the promo code will become redundant and you will not be entitled to receive the benefit of the promo code, including a refund of any part of the Course fee, once payment has been received by us. 

In addition, promo codes are non-transferable and non-refundable – if you request a Course deferral, the promo code shall no longer apply to the fee payable for the deferred Course.

For Terms and Conditions on Pricing, Payment and Delivery, please click here.

To view Empanda’s full Terms & Conditions, please click here.

Common Technical Questions

Empanda’s Support Team is here to assist you and address any concerns you may have. Below are answers to some of the frequently asked Technical questions. Click on the arrow to expand or collapse the questions and answers.

Basic requirements: In order to complete a Course, you will need a current email account and access to a computer and the internet. 

You should be familiar with using a computer and accessing the internet, as you may need to be able to read documents in Adobe PDF Reader, view Microsoft PowerPoint presentations, and read and create documents in Microsoft Word. 

In addition, you will need to install Adobe Flash Player to view the video lectures, resources and activities available in each Course module. Both Adobe applications are available for download: 

Adobe Reader: https://get.adobe.com/reader/?promoid=BUIGO 

Adobe Flash Player: https://get.adobe.com/flashplayer/?promoid=BUIGP.

We recommend that you use Google Chrome as your internet browser when accessing the Online Learning Platform. Although this is not a requirement, we have found that this browser performs best for ease of access to Course material. 

This browser can be downloaded from the following website: https://www.google.com/intl/en/chrome/browser/

Certain Courses may require additional software and resources. These additional software and resource requirements will be communicated to students upon registration and/or at the beginning of the Course. 

Please note that Google, Vimeo and Youtube may be used in our Course delivery, and if these services are blocked in your jurisdiction, you may have difficulty in accessing Course content – we strongly recommend that you check with us before registering for a Course if you have any concerns about this affecting your experience with the Online Digital Platform.

During the Course presentation, you will be required to verify your identity with an official identity document, which reflects the name provided upon registration, for authentication and record purposes. 

Acceptable forms of identification include an identity document (national ID card), passport, government- or state-issued driver’s license (US and UK only), state or province ID card, or birth certificate. 

Juno Store makes use of a third-party identity verification service. Non-submission of valid identification in accordance with standard verification processes will result in your certificate being withheld upon completing a Course successfully. 

If you undergo a name change during the presentation of a Course, you will be required to communicate this to your instructor, or to support@junointeractive.co.za, who will advise you on the process to be followed. 

The name provided by you in the document that you have submitted will be the one that appears on any certificate that may be issued to you on successful completion of a Course.

When you cannot sign into your account because you’ve forgotten your password, Juno lets you reset it by using your username or email address as an identifier.

Please click here to view the document on how to reset your password.

Juno lets an Instructor and you communicate with each other through Discussions, a forum-like communication tool.

Please click here to view the document on how to use Discussions.

Empanda Pty Ltd shares your information with other entities or individuals in certain circumstances.

Please click here to view the document on how we disclose your information.

We are committed to protecting the security of your information. We maintain what we believe to be appropriate physical, electronic, and managerial procedures to safeguard and secure your information and to prevent unauthorized access, maintain accuracy, and ensure appropriate use of your information. The accuracy, safety, and security of your information also depend on you. 

Please click here to view the document on Information Security and Data Retention, Accessing and Managing your Personal Information.

If you are enrolled in a Course, you may access and/or update your personal information through your user profile. In some instances, you may be eligible to (a) ask us for a copy of your personal information; (b) correct, delete or restrict processing of your personal information; and (c) obtain the personal information you provide to us in a structured, machine readable format. 

Please click here to view the document on Information Security and Data Retention, Accessing and Managing your Personal Information.

To view Empanda’s full Juno Store Privacy Policy Terms and Conditions, please click here.