Refund Policy - Eduplore

This Refund Policy explains when Eduplore will give a refund, when it will not give one, how you can ask for a refund, how long a refund takes, and what happens to your access to the Services after a refund. This Policy applies to payments made for the Eduplore learning management system, the Eduplore website at eduplore.in, the Eduplore mobile application available on Google Play Store (https://play.google.com/store/apps/details?id=com.eduplore.app), and all related services, video courses, interactive three dimensional labs, quizzes, assessments and support channels that form part of Eduplore, which are together called the Services in this Policy.

Eduplore is an Indian learning platform for students in Classes 8, 9 and 10 in Karnataka, and for the parents, guardians, teachers and schools who support those students. The Services offer video courses, interactive three dimensional labs, quizzes, practice questions, revision material, progress tracking and learning analytics, in Kannada and in English. Many users are children below the age of eighteen years, and this Policy gives special attention to purchases made for a child, to purchases made by a child without parental consent, and to purchases made by a school on behalf of its students.

Please read this Policy carefully before you make a purchase or a subscription, and before you ask for a refund. By making a purchase, you confirm that you have read and understood this Policy, together with the Terms of Use and the Privacy Policy. If you are a parent or legal guardian, please read this Policy together with your child where appropriate, and you agree to it on behalf of your child where you make a purchase for your child. If you are a teacher or a school administrator, please read this Policy before you make a purchase on behalf of a school, and you confirm that you have authority to act on behalf of your school.

This Policy is written to comply with Indian law, including the Consumer Protection Act 2019, the Consumer Protection (E-Commerce) Rules 2020, the Information Technology Act 2000, the SPDI Rules 2011, the Digital Personal Data Protection Act 2023, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021. Where a provision refers to a legal requirement, that reference is a summary and does not replace the text of the law. If any provision conflicts with applicable Indian law, applicable law will prevail. Nothing in this Policy limits a right you have under applicable law that cannot be excluded, including a right under the Consumer Protection Act 2019.

This Policy applies to all purchases made through the Services, whether you are a student, a parent, a legal guardian, a teacher, a school administrator, or a person who makes a payment on behalf of a student. Where a school has a separate written agreement with Eduplore, that agreement will apply in addition to this Policy, and will prevail for that school purchase where the two conflict. Where a purchase is made through Google Play Store, the refund terms of Google Play Store will also apply, as described in Section 7, and this Policy will apply to the extent that it is consistent with those terms.

1.1. In this Policy, the following words have the following meanings, unless the context requires otherwise.

1.2. "Account" means a registered user account on Eduplore, whether a student account, a parent account, a teacher account, a school administrator account, or a demo account created for trial or demonstration purposes.

1.3. "Child" means an individual below the age of eighteen years, as defined under the Digital Personal Data Protection Act 2023.

1.4. "Parent" and "Legal Guardian" mean a parent of a child or a person legally appointed as the guardian of a child, who is authorised to act on behalf of that child, including to give consent under the Digital Personal Data Protection Act 2023 and to make a payment or ask for a refund on behalf of that child.

1.5. "School" means a government school, a government aided school, a private school, a tuition centre, a coaching centre, or any other educational institution that enrols students on Eduplore, whether through a bulk enrolment, a school code, a classroom link, or an individual registration.

1.6. "Services" means the Eduplore learning management system, the website at eduplore.in, the mobile application on Google Play Store, video courses, interactive three dimensional labs, quizzes, assessments, progress analytics, teacher and school dashboards, parent dashboards, support services, and any other feature or service offered by Eduplore from time to time.

1.7. "Three Dimensional Lab" and "3D Lab" mean an interactive three dimensional learning module inside the Eduplore application, including the Human Body Atlas, the Heart and ECG Lab, the Cell Lab, the Periodic Table Lab, the Molecular Lab, the Chemistry Lab, the Universe Lab, the Solar System Lab, the Space Lab, the Physics Lab and the Vector Calculus Lab, and any future lab added to the Services.

1.8. "Content" means all text, video, audio, images, three dimensional models, animations, diagrams, questions, quizzes, assessments, explanations, labels, and other material provided through the Services by Eduplore, by a teacher, by a school, or by a third party licensor, and includes all learning material, whether in Kannada or in English.

1.9. "Subscription" means a paid plan that gives access to paid Content or to paid features of the Services for a defined period, whether purchased through Google Play Store or through another payment method offered by Eduplore, and whether it renews automatically or is purchased for a single fixed period.

1.10. "In App Purchase" means a purchase made inside the mobile application, including a Subscription, a single course purchase, a single lab purchase, or any other paid item offered through the application.

1.11. "Course Purchase" means a one time payment for access to a single video course, or to a defined set of video courses, for a defined period or for an unlimited period as described at the time of purchase.

1.12. "Payment Method" means the method used to make a payment, including a credit card, a debit card, a Unified Payments Interface payment, net banking, a wallet, a payment gateway, Google Play Store billing, or any other method offered by Eduplore at the time of purchase.

1.13. "Refund" means a return of the amount paid for a purchase, in full or in part, to the original Payment Method, in accordance with this Policy.

1.14. "Refund Request" means a request made to Eduplore, or to Google Play Store where applicable, for a Refund, in accordance with Section 6 of this Policy.

1.15. "Free Trial" means a period during which paid Content or a paid feature is made available without payment, for a limited period, to allow you to try the Services before you subscribe, as described in the Terms of Use.

1.16. "Promotional Offer" means a discount, a coupon, a bundle, a free period, an extended trial, or any other offer that reduces the amount payable for a purchase, or that adds extra Content or extra access at no additional charge.

1.17. "School Purchase" means a purchase made by a School, or on behalf of a School, for access for a number of students, whether under a school agreement or through a bulk payment, and includes a purchase of student seats, a purchase of a school plan, and a purchase of access for a class or for a whole school.

1.18. "Duplicate Payment" means a payment made twice for the same purchase, whether because a payment was submitted twice, because a parent and a School both paid for the same student, or because a Subscription was purchased twice for the same Account.

1.19. "Working Day" means a day other than a Saturday, a Sunday, or a public holiday in Karnataka, India, on which Eduplore's support team is available to process requests.

1.20. "Grievance Officer" means the person appointed by Eduplore under the Intermediary Guidelines to receive and address grievances, whose details are listed in the Contact us section at the end of this Policy.

1.21. References in this Policy to "we", "us" and "our" are references to Eduplore and to the legal entity that operates Eduplore, whose details are listed in the Contact us section of this Policy. References to "you" and "your" are references to the person who made a purchase or who asks for a Refund.

1.22. Headings in this Policy are for convenience only and do not affect the interpretation of this Policy. References to a Section are references to a section of this Policy, unless stated otherwise.

2.1. This Policy applies to every payment made for the Services, including a Subscription purchased through Google Play Store or through the website, a single Course Purchase, a single lab purchase, an In App Purchase, a renewal of a Subscription, a School Purchase, and a payment made where a Free Trial ends and a paid Subscription begins. This Policy does not apply to a payment made to a third party that is not Eduplore.

2.2. This Policy applies together with the Terms of Use, which describe purchases, subscriptions, renewals, cancellations and refunds in Section 9 of the Terms of Use. This Policy gives the detail of that position, and will prevail over the Terms of Use on a refund matter. Where this Policy conflicts with the refund terms of Google Play Store for a purchase made through Google Play Store, the terms of Google Play Store will prevail for that purchase.

2.3. This Policy applies to users in India, and to users outside India who use the Services. Indian law will govern refunds for users in India, as described in Sections 17 and 20. Users in the European Union or in the United Kingdom may have additional rights, which are described briefly in Section 18.

2.4. This Policy does not apply to free Content, to a Free Trial, to a demonstration, or to access given without payment, because no payment was made and there is nothing to refund. If you were given free access and you later make a payment, this Policy will apply to that payment from the date it is made.

2.5. This Policy does not create a right to a refund where a refund is not required by this Policy or by applicable law. Eduplore will consider every Refund Request fairly, on its own facts, but a Refund is not automatic, and a request may be refused where this Policy does not provide for a refund, as described in Section 4.

3.1. Subscriptions. A Subscription gives you access to paid Content or to paid features for a defined period, which is described at the time of purchase. A Subscription may be for a month, for a term, for an academic year, or for another period described at the time of purchase. A Subscription may renew automatically, as described in Section 9.5 of the Terms of Use and in Section 7 of this Policy, unless you cancel it before the renewal date. When you buy a Subscription, you are buying access for the period described, and not ownership of the Content.

3.2. Single course purchases. A Course Purchase gives you access to a single video course, or to a defined set of video courses, for the period described at the time of purchase, which may be a fixed number of days, a term, an academic year, or an unlimited period. If no period is stated, access will continue for as long as Eduplore offers that course and your Account remains active, subject to the Terms of Use.

3.3. Single lab purchases. Where Eduplore offers a single Three Dimensional Lab for purchase, that purchase gives you access to that lab for the period described at the time of purchase, on the same basis as a Course Purchase.

3.4. In App Purchases. An In App Purchase made inside the mobile application is processed through Google Play Store billing, unless Eduplore states otherwise. In App Purchases include Subscriptions, single course purchases, single lab purchases, and any other paid item offered inside the application.

3.5. Website purchases. A purchase made through the website at eduplore.in is processed through a payment gateway, or through another payment method offered on the website, such as a Unified Payments Interface payment, a card payment, net banking, or a wallet.

3.6. School purchases. A School Purchase gives access to a number of students, for a defined period, on the terms of a school agreement or of a bulk payment description, and may include student seats, teacher accounts, school dashboards, and access to courses and labs for the students covered. Section 12 describes how refunds work for School Purchases.

3.7. Free trials and promotional offers. A Free Trial gives you access to paid Content without payment for a limited period. A Promotional Offer may reduce the amount payable, or may add extra Content or extra access at no additional charge. The duration, the Content included, and any condition will be described when the trial or offer is made. Section 13 describes how refunds work where a Free Trial or a Promotional Offer is involved.

3.8. What is included and what is not included. The Content and features included in a purchase will be described at the time of purchase, in the application or on the website, and in any school agreement that applies. Please read that description carefully before you make a purchase, and ask a parent or a teacher if you are unsure. A purchase does not include a guarantee of an examination result, a score, or a grade, or a guarantee that Content will remain unchanged, because Eduplore may update Content to correct an error, to improve quality, or to reflect a change in the curriculum.

4.1. Eduplore will consider a refund in the following situations, subject to the conditions in this Policy and to the time limits in Section 5 of this Policy.

(a) Where the Content is defective, for example where a video course does not play, where a Three Dimensional Lab does not load, or where a quiz does not record answers, and Eduplore cannot fix the defect within a reasonable time after you report it.

(b) Where access was not provided as described, for example where you paid for a Subscription or a Course Purchase and were not given access to the Content described, and Eduplore cannot provide that access within a reasonable time.

(c) Where a Duplicate Payment was made, as described in Section 9 of this Policy.

(d) Where a purchase was made by a child without the consent of a parent or legal guardian, and the parent reports it promptly, as described in Section 6.5 of this Policy.

(e) Where a payment was taken in error, for example where a Subscription renewed after you had cancelled it, or where you were charged for a purchase you did not make, subject to verification of the facts.

(f) Where a technical issue on Eduplore's side prevented you from using the Content you paid for for a substantial part of the period you paid for, as described in Section 10.

(g) Where a refund is required by applicable law, including the Consumer Protection Act 2019, even where this Policy would not otherwise provide for a refund.

4.2. Eduplore will not provide a refund in the following situations, except where a refund is required by applicable law or is expressly offered at the time of purchase.

(a) Change of mind. Where you change your mind after a purchase, for example where you decide you do not want the course or prefer another learning platform, after the Content has been delivered or access has been provided.

(b) Non use. Where you do not use the Content after access has been provided. A Subscription gives you access, and the amount paid is for that access, whether or not you use it.

(c) Examination results. Where you do not achieve a particular score, grade, or examination result, because Eduplore does not guarantee an examination result, as described in the Terms of Use.

(d) Content already consumed. Where digital Content has been delivered and accessed, for example where a video course has been watched in full or in substantial part, and the Content is as described and is not defective, because digital Content cannot be returned once it has been accessed.

(e) Free Trials and Promotional Offers. Where no payment was made, there is nothing to refund, as described in Section 13 of this Policy.

(f) Expired access. Where a Subscription or a Course Purchase has ended, and you ask for a refund for a period that has already passed, except where a refund is required by law or where a Duplicate Payment is involved.

(g) Breach of the Terms of Use. Where your Account was suspended or terminated because you breached the Terms of Use, and the suspension or termination was in accordance with those Terms.

(h) Device or internet problems on your side. Where you cannot use the Services because your device does not meet the requirements, because your operating system is not supported, or because your internet connection is not working, except where Eduplore's own technical issue is the cause, as described in Section 10.

4.3. Digital content and the right to withdraw. Because the Services provide digital content that is delivered immediately on payment, and because that content cannot be returned once it has been accessed, a purchase of digital content is treated as a supply that begins on payment, and you agree that delivery begins immediately when you make a purchase, unless a different start date is described at the time of purchase. This is consistent with the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020. Nothing in this paragraph limits a right you have under the Consumer Protection Act 2019, and where that Act requires a refund, Eduplore will provide it.

4.4. Partial consumption. Where you have used part of the Content, and you ask for a refund for a reason listed in paragraph 4.1, Eduplore will consider the extent of your use when deciding whether a full refund, a partial refund, or a credit is appropriate, as described in Section 11. Where the Content is defective and you could not use it at all, a full refund will normally be appropriate. Where the Content was usable for part of the period, a partial refund may be appropriate.

5.1. You should submit a Refund Request within seven days of the date of the purchase, or within seven days of the date on which the problem occurred, whichever is later, except where a different time limit applies under this Policy or under the terms of Google Play Store.

5.2. A Refund Request submitted after seven days may still be considered, where the delay is explained and the reason is reasonable, for example where you were not aware of the problem, where you were waiting for Eduplore to fix a technical issue, or where a parent discovered a purchase by a child after the period had passed.

5.3. A Refund Request for a Duplicate Payment should be submitted promptly after you discover it, and Eduplore will consider it even where more than seven days have passed, because the second payment should not have been taken.

5.4. A Refund Request for a purchase made by a child without parental consent should be submitted promptly after the parent discovers the purchase, and Eduplore will consider it even where more than seven days have passed.

5.5. A Refund Request for a Subscription renewal that occurred after cancellation should be submitted promptly after you discover the renewal charge, and Eduplore will consider it where you can show that you cancelled before the renewal date.

6.1. How to submit a request. To ask for a refund, contact Eduplore using the refund contact details in the Contact us section, by email or through the support channel in the application or on the website, and state clearly that you are asking for a refund. For a purchase made through Google Play Store, first request a refund through Google Play Store, as described in Section 7, and contact Eduplore only if Google directs you to Eduplore.

6.2. Information to include. To help Eduplore process your request promptly, you should include the following information in your Refund Request, where it is available to you.

(a) Your full name, and, where the purchase was made for a child, the full name of the child and your relationship to the child.

(b) The email address or the mobile phone number associated with your Account, and your Account username where you know it.

(c) The date of the purchase, the name of the course, Subscription, or lab purchased, and the period of access purchased.

(d) The order number, transaction number, or receipt number for the purchase, and the Payment Method used, including the last four digits of a card where applicable. Do not share the full card number, the full bank account number, or a password or one time password.

(e) The amount paid, as shown on your receipt, and the currency in which it was paid.

(f) A clear description of the reason for the refund, including what happened, when it happened, and what you have already tried to fix it, for example whether you contacted support, whether you tried to use the Content again, or whether you tried a different device.

(g) Any evidence that supports your request, for example a screenshot of an error message, a screenshot of a payment confirmation, or a copy of a receipt, where you have it.

(h) Whether you are asking for a full refund, a partial refund, or a credit, and, where you are asking for a partial refund, the basis on which you calculate it.

6.4. Who can request a refund. A refund may be requested by the person who made the payment, by a parent or legal guardian on behalf of a child for whom the payment was made, or by a school administrator on behalf of a School where the School made the payment. A child must not submit a Refund Request without a parent or legal guardian, and Eduplore will ask for parental confirmation where a request is submitted by a child.

6.5. Purchases by a child without parental consent. Where a purchase was made by a child without the consent of a parent or legal guardian, the parent should contact Eduplore promptly, explain that the purchase was made without consent, and provide the details listed in paragraph 6.2. Eduplore will consider the matter in accordance with Section 9.4 of the Terms of Use and with the refund policy of Google Play Store where the purchase was made through Google Play Store. Where a refund is given, access to the Content purchased will end, as described in Section 16.

6.6. School refund requests. Where a School made a payment, a Refund Request should be submitted by the school administrator authorised to act for the School, and should include the name of the School, the school agreement number where applicable, the number of students covered, and the details listed in paragraph 6.2. A parent must not submit a Refund Request for a School Purchase, unless the parent also made a separate payment for the same student.

6.7. Acknowledgement. Eduplore will acknowledge your Refund Request within two Working Days of receiving it, and will tell you whether any further information is needed. If further information is needed, Eduplore will explain what is needed, and will put your request on hold until you provide it. If you do not provide it within fourteen days, Eduplore may close your request, but you may submit a new request with the information included.

6.8. Decision. Eduplore will decide on your Refund Request within seven Working Days of receiving a complete request. Eduplore will inform you of its decision by email or through the support channel you used, will explain the reason, and, where a refund is approved, will explain the amount, the method, and the expected time for the refund, as described in Section 14. Where a refund is refused, Eduplore will explain the reason and how you can raise a grievance, as described in Section 20.

6.9. No fee for asking. Eduplore will not charge you a fee for submitting a Refund Request, and will not deduct a fee from a refund for processing the request, except where a fee is charged by a payment processor or by a bank for reversing a transaction, and that fee is disclosed to you before the refund is processed.

7.1. Purchases through Google Play Store. Where you make an In App Purchase or subscribe through Google Play Store, that purchase is processed by Google, and is governed by the terms of Google Play Store, including its payment terms, its Subscription terms, and its refund policy, in addition to this Policy and to the Terms of Use. Eduplore does not process your payment instrument details for a Google Play Store purchase, and does not store full card or bank details.

7.2. Request a refund from Google first. For a purchase made through Google Play Store, request a refund through Google Play Store in the first instance, because Google processed the payment and holds the payment record. You can do this through your Google Play Store account, by going to your order history, selecting the purchase, and following the refund instructions. Do this promptly, because Google applies its own time limits, as described in paragraph 7.3.

7.3. The forty eight hour window. Under the refund policy of Google Play Store, you may normally request a refund within forty eight hours of a purchase, and Google will consider whether a refund is appropriate. If Google grants a refund, the amount will be returned to your original Payment Method by Google, Eduplore will be notified that the purchase has been refunded, and access to the Content purchased will end, as described in Section 16.

7.4. Refunds after forty eight hours. If more than forty eight hours have passed since a purchase made through Google Play Store, Google may direct you to contact Eduplore, and Eduplore will then consider your request under this Policy. You should submit a Refund Request to Eduplore in accordance with Section 6, explain that Google directed you to Eduplore, and include the Google order number and the date of the purchase.

7.5. Developer handled refunds. Where Eduplore approves a refund for a Google Play Store purchase, Eduplore will process that refund through Google Play Store, where Google provides a mechanism for the developer to do so, and the amount will be returned to your original Payment Method. Eduplore will inform you when the refund has been processed.

7.6. Subscriptions through Google Play Store. Where you subscribe through Google Play Store, your Subscription will renew automatically for the same period, unless you cancel it before the renewal date through your Google Play Store account settings. Cancellation will take effect at the end of the current Subscription period, and you will retain access until the end of that period. Cancelling a Subscription does not by itself give you a refund for the current period, because you have paid for access for that period, except where a refund is approved under this Policy for a reason listed in Section 4.1.

7.7. Auto renewal and refund of a renewal. Where a Subscription renews automatically and you did not intend to renew, you should cancel promptly through your Google Play Store account settings, and submit a Refund Request to Google or to Eduplore, explaining that you did not intend to renew and that you cancelled promptly. Eduplore will consider whether a refund of the renewal amount is appropriate, taking into account whether you used the Content after the renewal and whether you cancelled promptly after discovering the renewal.

7.8. How Google Play billing works. When you make a purchase through Google Play Store, Google charges your Payment Method, and may show the charge under a name that includes Google or Google Play, rather than Eduplore. If you do not recognise a charge, check your Google Play Store order history first, and then contact Eduplore with the order number, so that Eduplore can identify the purchase.

7.9. Free trials through Google Play Store. Where a Free Trial is offered through Google Play Store, and the trial converts to a paid Subscription at the end of the trial period, you will be charged unless you cancel before the trial ends. You should cancel through your Google Play Store account settings before the trial ends if you do not wish to be charged. If you are charged after a Free Trial because you did not cancel, you should follow the process in paragraphs 7.2 to 7.4, and Eduplore will consider whether a refund is appropriate.

8.1. Purchases through the website. Where you make a purchase through the website at eduplore.in, that purchase is processed through a payment gateway, or through another payment method offered on the website, such as a Unified Payments Interface payment, a card payment, net banking, or a wallet. Eduplore does not store your full card number, your full bank account number, or your Unified Payments Interface personal identification number, as described in the Privacy Policy.

8.2. How to request a refund for a website purchase. To ask for a refund for a purchase made through the website, submit a Refund Request to Eduplore in accordance with Section 6, and include the order number, the transaction number, the date of the purchase, and the Payment Method used. You do not need to contact the payment gateway directly, because Eduplore will liaise with the payment gateway on your behalf.

8.3. Verification of a website payment. Eduplore will verify a website payment by checking its payment records, the payment gateway records, and the receipt provided to you. Eduplore may ask you to provide a copy of your receipt, a screenshot of your bank statement showing the payment, or the transaction number. Eduplore will not ask you for your full card number, your full bank account number, your one time password, or your Unified Payments Interface personal identification number, and you must never share those details.

8.4. Refund of a website purchase. Where Eduplore approves a refund for a website purchase, the refund will be made to the original Payment Method, as described in Section 14. Where the original Payment Method was a Unified Payments Interface payment, the refund will be made to the bank account linked to that identifier. Where it was a card payment, the refund will be made to that card. Where it was net banking, the refund will be made to the bank account from which the payment was made. Where it was a wallet, the refund will be made to that wallet, unless the wallet provider does not accept refunds, in which case Eduplore will agree an alternative method with you.

8.5. Failed website payments. Where a payment through the website fails, for example because the payment gateway or the bank declines the transaction, or because the internet connection is interrupted during payment, no amount should be deducted from your account, and no purchase should be completed. If an amount is deducted but the purchase is not completed, contact Eduplore promptly with the transaction number and a copy of your bank statement, and Eduplore will check with the payment gateway and arrange a refund of the amount deducted, where no Content was provided. Section 9 describes failed payments in more detail.

8.6. Payment gateway errors. Where a payment gateway error causes a payment to be taken twice, or causes a payment to be taken for the wrong amount, Eduplore will treat that as a Duplicate Payment or as an incorrect charge, as described in Section 9 of this Policy, and will arrange a refund of the duplicate amount or of the excess amount, after verification with the payment gateway.

9.1. Duplicate payments. A Duplicate Payment occurs where the same purchase is paid for twice, whether because a payment was submitted twice, because a parent and a School both paid for the same student, because a Subscription was purchased twice for the same Account, or because a payment gateway error caused a payment to be taken twice. Where a Duplicate Payment has occurred, Eduplore will refund the duplicate amount in full, after verification. You should report it promptly, with the order numbers or transaction numbers for both payments.

9.2. How duplicate payments are identified. Eduplore will identify a Duplicate Payment by checking its payment records, the payment gateway records, and the Google Play Store records where applicable, and by checking whether the same Account, the same student, and the same course or Subscription were paid for twice. Where a parent and a School both paid for the same student, Eduplore will refund the later payment, unless the school agreement states otherwise.

9.3. Failed payments. A failed payment is a payment where an amount was deducted from your account but the purchase was not completed, or where a payment was attempted but was declined and no amount was deducted. Where no amount was deducted, there is nothing to refund, and you may try the payment again. Where an amount was deducted but the purchase was not completed, Eduplore will arrange a refund of the amount deducted, after verification with the payment gateway or with Google Play Store, and after confirming that no Content was provided.

9.4. Payment deducted but access not given. Where an amount was deducted from your account, and the purchase was completed, but access to the Content was not given, Eduplore will first try to provide access. Where Eduplore cannot provide access within a reasonable time, Eduplore will refund the amount paid in full, because you paid for access that was not provided.

9.5. Accidental purchases. An accidental purchase is a purchase made by mistake, for example where a student taps a purchase button by accident, where a parent purchases the wrong course, or where a Subscription is purchased instead of a single course. Where you report an accidental purchase promptly, and where the Content has not been used, or has been used only to a minimal extent, Eduplore will consider a refund, taking into account how promptly you reported it and whether the Content was accessed. A parent should set parental controls on the device and on Google Play Store to prevent accidental purchases by a child, and should review purchase confirmations promptly.

9.6. Wrong course or wrong plan. Where you purchase the wrong course, or the wrong Subscription plan, Eduplore will consider whether your access can be transferred to the correct course or plan instead, without a refund. Where a transfer is possible, Eduplore will arrange it, and will adjust the amount paid where the correct course or plan costs a different amount. Where a transfer is not possible, Eduplore will consider a refund under Section 4.

10.1. Technical issues on Eduplore's side. Where a technical issue on Eduplore's side prevents you from using the Content you paid for, for example where the application crashes, where a video course does not play, where a Three Dimensional Lab does not load, or where a quiz does not record answers, Eduplore will first try to fix the issue. Where Eduplore cannot fix it within a reasonable time, Eduplore will consider a refund, taking into account how long the issue lasted and how much of the Content you could not use.

10.2. Reporting a technical issue. You should report a technical issue promptly, through the support channel in the application or on the website, or by email, and describe the problem, the device and operating system you are using, the version of the application, and the time the problem occurred, with a screenshot of any error message where you have one. Prompt reporting helps Eduplore to fix the issue quickly and to assess whether a refund is appropriate.

10.3. Content not accessible. Where Content that you paid for is not accessible, for example where a video course has been removed or a Three Dimensional Lab is no longer available, Eduplore will first try to restore access or to provide equivalent Content. Where Eduplore cannot do so, it will consider a refund, taking into account the value of the Content that is not accessible and the remaining period of access.

10.4. Content removed or changed. Eduplore may update, change, or remove Content to improve quality, to correct an error, or to reflect a change in the curriculum, as described in the Terms of Use. Where a change materially reduces the Content or features in your Subscription, Eduplore will inform you in advance, and will explain any refund or credit that applies. Where a change is minor, no refund will be given, because the Content remains substantially the same.

10.5. Account issues. Where you cannot access your Account, for example because your password does not work, because your Account has been locked, or because your Account was created with the wrong email address, Eduplore will help you to regain access, by resetting your password, by unlocking your Account, or by correcting your Account details. Where an Account issue prevents you from using Content you paid for for a substantial period, and Eduplore cannot resolve it within a reasonable time, Eduplore will consider a refund.

10.6. Account suspended or terminated. Where your Account was suspended or terminated because you breached the Terms of Use, no refund will be given for the remaining period, except where a refund is required by law. Where your Account was suspended or terminated in error, Eduplore will restore it promptly, and will extend your access to cover the period during which you could not use the Services, or will provide a refund for that period.

10.7. Device and internet problems on your side. Where you cannot use the Services because your device does not meet the requirements, because your operating system is not supported, because you have not updated the application, or because your internet connection is not working, Eduplore will not provide a refund, because the problem is not caused by Eduplore.

11.1. When a partial refund applies. A partial refund may be appropriate where you have used part of the Content, where a Subscription has been used for part of its period, or where a technical issue affected only part of the period. Eduplore will consider the extent of use, the length of the period affected, and the reason for the refund, when deciding whether a full refund, a partial refund, or a credit is appropriate.

11.2. Pro rata refunds for Subscriptions. Where a Subscription is refunded on a pro rata basis, the refund will be calculated by reference to the unused part of the Subscription period. Where the Content was defective for the whole period, a full refund may be appropriate instead. Where the Content was usable for part of the period, a pro rata refund will normally be appropriate.

11.3. Pro rata refunds for Course Purchases. Where a Course Purchase is refunded on a pro rata basis, the refund will be calculated by reference to the proportion of the course that was not completed or not accessed, and to the remaining period of access. Where a video course has been watched in full, no refund will normally be given, because the Content has been consumed.

11.6. How a partial refund is calculated. Eduplore will explain how a partial refund has been calculated when it informs you of its decision. If you disagree with the calculation, you may raise a grievance, as described in Section 20, and Eduplore will reconsider the calculation.

12.1. School purchases are governed by the school agreement. Where a School purchases access for its students, the purchase will be governed by the school agreement, including the number of students, the duration of access, the payment terms, and any refund terms agreed in that agreement. This Section applies in addition to the school agreement, and the agreement will prevail where the two conflict.

12.2. Refunds for unused seats. Where a School has purchased a number of student seats, and some of those seats were not used, Eduplore will consider a refund or a credit for the unused seats, taking into account the terms of the school agreement, whether the seats were reserved for named students, and whether Eduplore has incurred costs in setting up access for those seats.

12.3. Refunds where a student leaves. Where a student leaves a School during the period covered by a School Purchase, Eduplore will consider whether the student's access can be transferred to another student, where the school agreement permits a transfer. Where a transfer is not permitted, Eduplore will consider a pro rata refund for the remaining period of that student's access.

12.4. Refunds where a School cancels. Where a School cancels its purchase before the start of the access period, Eduplore will consider a refund, taking into account the terms of the school agreement, the notice given, and any costs incurred in setting up the School's access. Where a School cancels after the access period has started, Eduplore will consider a pro rata refund for the unused part of the period.

12.5. Refunds for defective Content in a School Purchase. Where Content provided under a School Purchase is defective, or where access was not provided as described, Eduplore will first try to fix the defect or to provide access. Where Eduplore cannot do so within a reasonable time, Eduplore will consider a refund, taking into account the number of students affected and the length of time the problem lasted.

12.6. Who receives a School refund. A refund for a School Purchase will be made to the School, or to the person who made the payment on behalf of the School, and not to an individual student or parent, unless the school agreement states otherwise or unless the parent made a separate payment, as described in Section 6.6.

13.1. Free trials. A Free Trial gives you access to paid Content without payment for a limited period. Because no payment was made for a Free Trial, there is nothing to refund for the trial period itself. If you cancel a Free Trial before it ends, you will not be charged.

13.2. Trial converting to a paid Subscription. Where a Free Trial converts to a paid Subscription at the end of the trial period, and you are charged because you did not cancel before the trial ended, follow the process in Section 7 for Google Play Store purchases, or in Section 8 for website purchases, and Eduplore will consider whether a refund is appropriate, taking into account whether you were notified of the trial end date and whether you used the Content after the trial ended.

13.3. Promotional offers. Where you purchase Content at a discounted amount under a Promotional Offer, a refund will be calculated on the basis of the discounted amount actually paid. Where a Promotional Offer included extra Content or extra access at no additional charge, and you ask for a refund, access to that extra Content or extra access will also end, as described in Section 16.

13.4. Coupons and vouchers. Where you use a coupon or a voucher to reduce the amount payable, a refund will be calculated on the basis of the amount actually paid after the coupon or voucher was applied. A coupon or voucher will not be refunded in cash, and where a refund is given for a purchase made with a coupon or voucher, Eduplore may, at its discretion, reissue the coupon or voucher, or may treat it as used.

14.1. Refund to the original Payment Method. A refund will be made to the original Payment Method used for the purchase, unless that is not possible, as described in paragraph 14.4. Eduplore will not make a refund to a different card, a different bank account, or a different wallet, except where the original Payment Method is closed and you have provided details of an alternative method.

14.2. Time for a refund to be processed by Eduplore. Where Eduplore approves a refund, Eduplore will process it within seven Working Days of the approval, by instructing the payment gateway, or Google Play Store where applicable, to return the amount to your original Payment Method. Eduplore will inform you when the refund has been processed, and will provide a reference number where one is available.

14.3. Time for a refund to appear in your account. After Eduplore has processed a refund, the time for the amount to appear in your account depends on your bank, your card issuer, or your wallet provider, and is outside Eduplore's control. As a general guide, a refund to a bank account or to a card may take seven to ten Working Days to appear. Where a refund is processed through Google Play Store, Google will inform you of the expected time. If the amount has not appeared within ten Working Days of Eduplore informing you that the refund has been processed, contact Eduplore with the refund reference number.

14.4. Closed or changed Payment Method. Where the original Payment Method is closed, for example where a card has expired or a bank account has been closed, Eduplore will ask you to provide details of an alternative Payment Method, and will verify that you are the person who made the payment, before making the refund to that alternative method. Where you cannot provide an alternative Payment Method, Eduplore will hold the refund until you provide one.

14.6. Refund confirmation. When a refund has been processed, Eduplore will send you a confirmation by email or through the support channel you used, stating the amount refunded, the Payment Method to which it was refunded, the date on which it was processed, and the reference number where one is available.

14.7. Deductions from a refund. Eduplore will not deduct a processing fee, an administrative fee, or a cancellation fee from a refund, except where a fee is charged by a payment processor or by a bank for reversing a transaction, and that fee is disclosed to you before the refund is processed.

15.1. What a chargeback is. A chargeback is a dispute raised with your bank or card issuer, in which you ask the bank or card issuer to reverse a payment. Your bank or card issuer will ask Eduplore for evidence of the purchase, including the order record, the receipt, and the record of access to the Content. Eduplore will provide that evidence and will cooperate with the chargeback process.

15.2. Contact Eduplore first. Before you raise a chargeback, contact Eduplore and submit a Refund Request in accordance with Section 6, because Eduplore may be able to resolve the matter more quickly than a chargeback. Where Eduplore approves a refund, it will be processed as described in Section 14, and you will not need to raise a chargeback.

15.3. Effect of a chargeback on your Account. Where you raise a chargeback, and the bank or card issuer reverses the payment, access to the Content purchased will end, as described in Section 16, because the purchase has been reversed. Where a chargeback is raised in bad faith, for example where you received the Content and used it, and you raise a chargeback solely to obtain a refund to which you are not entitled, Eduplore may suspend or terminate your Account, in accordance with the Terms of Use.

15.5. Fraud prevention. Eduplore takes steps to prevent fraud, including by verifying payments, by checking for duplicate payments, by checking for multiple Accounts created to obtain repeated Free Trials, and by checking for purchases made with a stolen card. Where Eduplore suspects fraud, it may ask you for additional information to verify your identity or your payment, may delay a refund while it investigates, and may report the matter to the payment gateway, to Google Play Store, or to a competent authority, where required by law.

15.6. Stolen card or unauthorised payment. Where a payment was made with a card or payment instrument that was stolen, or without your authorisation, you should contact your bank or card issuer immediately, and you should also contact Eduplore, so that Eduplore can suspend the Account and prevent further use of the Content purchased. Eduplore will cooperate with your bank or card issuer, and will provide a refund where the payment is shown to have been unauthorised, after verification.

15.7. No refund where fraud is established. Where Eduplore establishes, after investigation, that a Refund Request is fraudulent, for example where the purchase was not made or where the request is based on false information, Eduplore will refuse the refund, will explain the reason, and may take action under the Terms of Use, including suspension or termination of the Account.

16.1. Access ends on a full refund. Where a full refund is given for a purchase, access to the Content purchased will end on the date the refund is approved, unless Eduplore agrees otherwise in writing. You will lose access to the video course, to the Three Dimensional Lab, or to the Subscription features covered by that purchase.

16.2. Downloaded Content. Where you have downloaded Content for offline viewing, and a full refund is given for that Content, you must delete the downloaded Content from your device, because your licence to use that Content ends when the refund is given, as described in the Terms of Use.

16.3. Access continues on a partial refund. Where a partial refund is given, access to the Content will continue for the period covered by the amount retained, or on the terms agreed with you when the partial refund is approved. Eduplore will explain, when it informs you of its decision, whether your access will continue and for how long.

16.4. Access after a Subscription refund. Where a refund is given for a Subscription, access to the Subscription features will end on the date the refund is approved, unless the refund is a pro rata refund for the unused part of the period, in which case access will end on the date from which the unused period is calculated. Where a Subscription is cancelled but no refund is given, access will continue until the end of the current period.

17.1. Consumer Protection Act 2019. The Consumer Protection Act 2019 gives you rights as a consumer, including the right to be protected against unfair trade practices, the right to be informed about the services offered, and the right to seek redressal. Nothing in this Policy limits a right you have under that Act, and where it requires a refund, Eduplore will provide it, even where this Policy would not otherwise provide for one.

17.2. Deficiency in service. Under the Consumer Protection Act 2019, a deficiency in service includes a fault, imperfection, shortcoming or inadequacy in the quality, nature or manner of performance of a service. Where the Services are deficient, for example where Content is defective or access was not provided as described, you may be entitled to a refund, to a replacement of the Content, or to compensation, as determined by a consumer forum. Eduplore will consider a refund in those situations under Section 4.1.

17.3. Unfair trade practices. Eduplore will not engage in an unfair trade practice, including by making a false or misleading representation about the Services, or by adopting a deceptive practice in relation to a purchase. Where you believe that Eduplore has engaged in an unfair trade practice, you may raise a grievance with the Grievance Officer, and you may also approach the Central Consumer Protection Authority or a consumer forum.

17.4. Consumer Protection (E-Commerce) Rules 2020. Under these Rules, Eduplore, as a seller of services through electronic commerce, must provide clear information about the services offered, about the amount payable, about the payment methods accepted, about the return, refund, exchange, warranty and guarantee terms, and about the grievance redressal mechanism. Eduplore provides that information through the Terms of Use, through this Policy, and through the descriptions given at the time of purchase.

17.5. Central Consumer Protection Authority. The Central Consumer Protection Authority, which is called the CCPA in this Policy, is the authority established under the Consumer Protection Act 2019 to regulate matters relating to violation of consumer rights, unfair trade practices, and false or misleading advertisements. Where you believe that your consumer rights have been violated, you may file a complaint with the CCPA, in addition to raising a grievance with Eduplore.

17.6. Consumer forums and E-Daakhil. You have the right to file a complaint with a consumer forum, which is a District Consumer Disputes Redressal Commission, a State Consumer Disputes Redressal Commission, or the National Consumer Disputes Redressal Commission, depending on the value of the claim and the place where the cause of action arose. You may file a complaint online through the E-Daakhil portal, or in person at the relevant consumer forum. The time limit for filing a complaint is prescribed by the Consumer Protection Act 2019, and you should file your complaint within that time limit. Eduplore will cooperate with a consumer forum where it is required to do so by law, and will comply with an order of a consumer forum.

17.7. National Consumer Helpline. You may also contact the National Consumer Helpline for guidance on your consumer rights, for help in resolving a dispute, and for information about how to file a complaint. The National Consumer Helpline provides advice and assistance to consumers, and may help you to resolve a dispute with Eduplore without approaching a consumer forum. Contacting the National Consumer Helpline does not prevent you from raising a grievance with Eduplore, or from approaching a consumer forum.

17.8. Information Technology Act 2000 and Intermediary Guidelines. Under the Information Technology Act 2000 and the Intermediary Guidelines, Eduplore must appoint a Grievance Officer, publish that officer's name and contact details, acknowledge a grievance within the time prescribed, and resolve it within the time prescribed. Eduplore has appointed a Grievance Officer, whose details are listed in this Policy.

17.9. Digital Personal Data Protection Act 2023. Under the DPDP Act, you have rights in relation to your personal data, including the right to access, to correct, to erase, and to withdraw consent, as described in the Privacy Policy. A refund does not by itself delete your personal data, and your data will be retained in accordance with the Privacy Policy, unless you ask for it to be deleted. Where you ask for a refund and for deletion of your data, Eduplore will process both requests, subject to the retention rules in the Privacy Policy and to any legal requirement to retain records of a transaction.

17.10. No waiver of statutory rights. Nothing in this Policy, in the Terms of Use, or in any school agreement, waives a right that you have under the Consumer Protection Act 2019, under the Information Technology Act 2000, under the DPDP Act, or under any other applicable law, where that right cannot be waived. If any provision of this Policy is inconsistent with applicable law, it will be read as narrowly as necessary to make it consistent, or will be severed if it cannot be so read.

18.1. Cooling off rights. Users in the European Union and in the United Kingdom may have a right to withdraw from a purchase within a cooling off period, under the Consumer Rights Directive in the European Union and under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations in the United Kingdom. That right normally applies to a purchase made at a distance, and the cooling off period is normally fourteen days from the date of the purchase.

18.2. Digital content and cooling off. Where the purchase is of digital content, the right to withdraw may be lost where the consumer has expressly agreed that the supply of digital content may begin during the cooling off period, and has acknowledged that the right to withdraw will be lost once the supply has begun. Because Eduplore provides digital content that is delivered immediately on payment, your right to withdraw may be lost once you have accessed the Content, except where the Content is defective or was not as described.

18.3. How to exercise a cooling off right. Where you are located in the European Union or in the United Kingdom, and you believe that you have a right to withdraw from a purchase, contact Eduplore promptly, in accordance with Section 6, explain that you are exercising a cooling off right, and provide the details listed in paragraph 6.2. Eduplore will consider your request under the law of your country.

19.1. Eduplore may update this Policy from time to time, to reflect changes in the Services, in the payment methods offered, in the refund process, in the law, or in Eduplore's refund practices. When it does, it will revise the last updated date, and will publish the updated Policy on the website and inside the application.

19.2. Material changes. Where a change is material, for example a change in the time limit for asking for a refund, a change in the situations in which a refund will be given, or a change in the method by which a refund is processed, Eduplore will notify you before the change takes effect, by email, by an in app notice, or by a notice on the website.

19.3. Non material changes. Where a change is not material, for example a correction of a typographical error or a clarification of wording, Eduplore may update this Policy without prior notice, although the updated Policy will still be published on the website and in the application.

19.5. Continued use. Continued use of the Services after an updated Policy takes effect means that you accept the updated Policy, subject to any consent requirement that applies under applicable law. If you do not accept an updated Policy, you should stop using the Services and contact Eduplore.

20.1. Governing law. This Policy is governed by the laws of India, including the Consumer Protection Act 2019, the Consumer Protection (E-Commerce) Rules 2020, the Information Technology Act 2000, the SPDI Rules 2011, the Digital Personal Data Protection Act 2023, and the Intermediary Guidelines 2021.

20.2. Jurisdiction. Any dispute arising out of or in connection with this Policy, or with a refund, will be subject to the jurisdiction of the courts in Karnataka, India, unless a different jurisdiction is required by applicable law, or unless the parties agree otherwise in writing. This does not limit your right to file a complaint with a consumer forum, with the Central Consumer Protection Authority, or with the Data Protection Board of India where the matter concerns personal data.

20.3. Grievance Officer. Eduplore has appointed a Grievance Officer under the Intermediary Guidelines, whose name and contact details are listed in the Contact us section. The Grievance Officer will receive and address grievances relating to refunds and to any other matter covered by the Intermediary Guidelines.

20.4. How to raise a grievance. If you are not satisfied with a decision on a Refund Request, or if you believe that Eduplore has not complied with this Policy, you may raise a grievance with the Grievance Officer, by email or by post, using the contact details in the Contact us section. Include your full name, your Account details, the order number for the purchase, a copy of your Refund Request and of any decision you received, and a clear description of your grievance.

20.5. Acknowledgement and resolution of a grievance. Eduplore will acknowledge a grievance within two Working Days of receiving it, and will resolve it within fifteen days, or within the time prescribed by the Intermediary Guidelines, whichever is shorter. Where a grievance cannot be resolved within that time, Eduplore will inform you of the reason for the delay and give you an updated time for resolution.

20.7. Severability. If any provision of this Policy is found to be invalid, illegal or unenforceable by a court or by a competent authority, the remaining provisions will continue in full force and effect, and the invalid provision will be read as narrowly as necessary to make it valid and enforceable, or will be severed if it cannot be so read.

If you have any question about this Refund Policy, if you wish to submit a Refund Request, or if you wish to raise a grievance about a refund decision, please contact us using the details below.

• Legal entity name: Eduplore
• Registered address: 1st Floor, SLA Inn, 7, Hootagalli, Hutagalli, Mysuru, Karnataka 570018
• Contact email for refund requests: venkatesh@eduplore.in
• General contact email: venkatesh@eduplore.in
• Grievance Officer Name: Venkatesh C
• Grievance Officer email: venkatesh@eduplore.in
• Grievance Officer phone: +91 94802 88911
• Data Protection Officer Name: Revant
• Data Protection Officer email: revanth@eduplore.in
• Website: eduplore.in

Please include your full name, your account email address, your order number, the date of your purchase, and a clear description of your query or request, so that we can respond promptly.