💰 REFUND & CANCELLATION POLICY 💰
Last Updated: February 8, 2026
📋 POLICY OVERVIEW
This Refund and Cancellation Policy outlines the circumstances under which Odisha e-Guru
will provide refunds for subscription fees and the procedures for requesting refunds.
Please read this policy carefully before subscribing to our services. By subscribing,
you acknowledge and agree to this policy.
1. UNDERSTANDING OUR SERVICE MODEL
1.1 Digital Educational Services:
- Odisha e-Guru provides digital educational content and online tutoring services
- All content is delivered electronically through our online platform
- Access to content begins immediately upon subscription confirmation
- Content is consumed/accessed as soon as you view videos, download materials, or use interactive features
1.2 Nature of Digital Goods:
- Digital educational services are non-tangible and cannot be "returned" like physical products
- Once content is accessed, it has been delivered and consumed
- Indian consumer protection laws recognize special considerations for digital goods
- Our refund policy reflects the unique nature of digital educational services
2. REFUND ELIGIBILITY CRITERIA
✅ SITUATIONS WHERE REFUNDS MAY BE GRANTED
2.1 Technical Issues (Verified by Us)
Eligibility: You may be eligible for a refund if:
- You experience persistent technical problems that prevent access to platform content
- Issues are verified by our technical team and cannot be resolved within 7 business days
- Problems are not caused by your device, internet connection, or browser settings
- You have cooperated with troubleshooting efforts (providing screenshots, error messages, etc.)
Examples: Platform crashes, videos won't load despite stable internet, persistent login failures (on our end)
Refund Amount: Pro-rated based on remaining subscription period if issue cannot be resolved
2.2 Duplicate or Unauthorized Charges
Eligibility: Full refund if:
- You were charged twice for the same subscription period (system error)
- Your account was charged after successful cancellation was confirmed
- Unauthorized charges occurred due to payment gateway errors (not user error)
Required Proof: Transaction statements, confirmation emails, cancellation confirmation
Refund Amount: Full amount of duplicate/unauthorized charge
2.3 Early Cancellation Window (7-Day Policy)
Eligibility: Partial refund if ALL conditions are met:
- You request refund within 7 calendar days of initial subscription purchase
- You have accessed less than 20% of available content
- Watched fewer than 20% of videos
- Downloaded fewer than 20% of materials
- Completed fewer than 20% of interactive exercises
- This is your first subscription (not applicable to renewals)
- Written refund request submitted with valid reason
Refund Amount: 80% of subscription fee (20% administrative fee applies)
Note: After 7 days or 20% content usage, NO REFUNDS will be provided
2.4 Service Not as Described
Eligibility: If we made material misrepresentations about our service:
- Advertised subjects/topics are completely absent from platform
- Promised features (e.g., live classes, downloadable notes) are not available
- Content language differs from what was advertised
Required Proof: Screenshots of our advertisements vs. actual platform content
Refund Amount: Determined case-by-case, up to full refund if misrepresentation is proven
2.5 Death or Serious Medical Condition
Eligibility: Compassionate refund considered for:
- Death of subscriber (with death certificate)
- Serious medical condition preventing continued use (with medical certificate from registered practitioner)
Required Documentation: Official death certificate or medical certificate, relationship proof (if family member requesting)
Refund Amount: Pro-rated refund for remaining subscription period
3. NON-REFUNDABLE SITUATIONS
❌ REFUNDS WILL NOT BE PROVIDED IN FOLLOWING CASES
3.1 Change of Mind / Dissatisfaction (After 7 Days)
- You simply changed your mind about using the service
- You found another tutoring service you prefer
- You no longer need tutoring assistance
- You disagree with teaching methods or content presentation style (subjective preference)
- Rationale: Digital content was already delivered and accessed
3.2 Academic Performance / Examination Results
- You did not achieve desired grades or marks
- You did not pass examinations
- You did not improve as much as expected
- Your rank/percentile did not meet your goals
- Rationale: We provide supplementary learning materials, not guaranteed results. Academic success depends on multiple factors including student effort, school teaching, inherent aptitude, etc.
3.3 Non-Usage / Lack of Time
- You subscribed but didn't have time to use the service
- You forgot to cancel before renewal
- You were too busy with school/other activities
- You went on vacation and couldn't access the platform
- Rationale: Subscription fees are for access rights, not actual usage. Content was available for your use.
3.4 Technical Issues on Your End
- Your internet connection is slow or unstable
- Your device doesn't meet minimum requirements
- You're using an outdated/unsupported browser
- Your device has malware or technical problems
- You cannot access due to school/workplace network restrictions
- Rationale: These are user-side issues beyond our control
3.5 Content Difficulty or Pace
- Content is too difficult or too easy for your level
- Lessons progress too fast or too slow
- You expected more advanced or more basic content
- Content doesn't match your learning style
- Rationale: Content difficulty is subjective; we target standard curriculum levels
3.6 Subscription Renewals
- Automatic renewal occurred and you forgot to cancel
- You renewed your subscription (7-day policy applies only to first subscription)
- You did not disable auto-renewal in time
- Rationale: Renewal terms are clearly communicated; you can cancel anytime before next billing cycle
3.7 Partial Month Refunds
- You want refund for unused days in current billing period
- You used service for 2 weeks and want refund for remaining 2 weeks
- Rationale: Subscriptions are for complete billing periods (monthly), not daily pro-rated access
3.8 Account Termination for Violations
- Your account was terminated for violating Terms and Conditions
- You shared account credentials with others
- You downloaded/redistributed copyrighted content
- You engaged in abusive or fraudulent behavior
- Rationale: No refunds for rule violations
3.9 Free Trial Conversions
- You had a free trial and forgot to cancel before being charged
- You provided payment information for trial and were charged after trial ended
- Rationale: Trial terms clearly state automatic conversion to paid subscription; you can cancel before trial ends
3.10 Third-Party Circumstances
- You lost your job or experienced financial hardship
- Your parent/guardian no longer approves of the subscription
- School/college started providing similar content
- Rationale: While we sympathize, these are external circumstances not related to service delivery
4. REFUND REQUEST PROCESS
⚠️ IMPORTANT: ALL REFUND REQUESTS MUST FOLLOW THIS PROCESS
Refund requests not following this process may be rejected or significantly delayed.
STEP 1: Review Eligibility
- Carefully read Section 2 (Refund Eligibility) to confirm you qualify
- Check the 7-day window if applicable
- Verify your content usage percentage through your account dashboard
STEP 2: Gather Required Information
Collect the following before submitting request:
- Full name as registered on account
- Email address associated with account
- Transaction ID / Order ID / Payment reference number
- Date of subscription purchase
- Subscription plan details (monthly, duration)
- Reason for refund request (be specific and detailed)
- Supporting evidence:
- Screenshots of technical errors (if applicable)
- Bank statement showing duplicate charges (if applicable)
- Medical/death certificates (if applicable)
- Any other relevant documentation
STEP 3: Submit Written Request
Email: [INSERT YOUR REFUND EMAIL ADDRESS]
Subject Line: "Refund Request - [Your Full Name] - [Transaction ID]"
Email Body Should Include:
- All information from Step 2
- Clear explanation of why you believe you're eligible for refund
- Attachments with supporting documentation
Note: Phone, chat, or verbal requests are NOT sufficient. Written email requests are mandatory.
STEP 4: Wait for Initial Response
- Acknowledgment: You'll receive confirmation of receipt within 48-72 hours
- Reference Number: You'll be assigned a case reference number for tracking
- Additional Information: We may request additional details or clarification
- Please respond promptly to any follow-up questions
STEP 5: Review and Decision
- Investigation: Our team will review your request and supporting evidence
- Timeline: Decision will be communicated within 7-10 business days
- Possible Outcomes:
- Approved: Full or partial refund granted
- Partially Approved: Pro-rated or reduced refund offered
- Denied: Refund request rejected with clear reasoning
- Communication: Decision will be emailed with detailed explanation
STEP 6: Refund Processing (If Approved)
- Processing Time: Approved refunds processed within 15 business days
- Refund Method: Refund issued to original payment method (credit/debit card, UPI, etc.)
- Bank Processing: Additional 5-10 business days for bank to credit your account
- Total Timeline: Up to 25 business days from approval to seeing funds in your account
- Confirmation: You'll receive email confirmation when refund is initiated
5. CANCELLATION POLICY
5.1 How to Cancel Your Subscription
- Log into your Odisha e-Guru account
- Go to "Account Settings" or "Subscription Management"
- Click "Cancel Subscription" or "Turn Off Auto-Renewal"
- Follow the on-screen instructions
- You'll receive email confirmation of cancellation
5.2 When Does Cancellation Take Effect?
- Cancellation takes effect at the end of your current billing period
- You continue to have access until the end of the paid period
- Example: If you subscribed on January 1 and cancel on January 15, you'll have access until January 31
- You will not be charged for the next billing cycle
5.3 No Refund for Current Period
- Canceling your subscription does NOT trigger an automatic refund
- You've paid for the full billing period and will retain access for that period
- If you believe you qualify for a refund, you must separately submit a refund request (see Section 4)
5.4 Reactivating After Cancellation
- You can reactivate your subscription at any time
- Reactivation may require payment for the new billing period
- Your previous data and progress will be retained for 90 days after cancellation
- After 90 days, data may be deleted (see Privacy Policy)
6. CHARGEBACKS AND DISPUTES
⚠️ IMPORTANT WARNING ABOUT CHARGEBACKS
6.1 Contact Us First - Do NOT File Chargebacks
- If you have an issue with a charge, contact us FIRST before disputing with your bank
- Most issues can be resolved quickly and amicably through our refund process
- Filing a chargeback without contacting us is considered fraudulent behavior
6.2 Consequences of Chargebacks:
- Immediate account suspension pending investigation
- We will provide evidence to your bank/payment processor showing service was delivered
- If chargeback is found to be illegitimate:
- Your account will be permanently terminated
- You may be held liable for chargeback fees (₹500-1500 per incident)
- You may be banned from future registration
- Repeated chargeback abuse may result in legal action
6.3 Legitimate Chargebacks:
Chargebacks are only appropriate if:
- Your payment card was stolen and used fraudulently
- You contacted us for a refund, we agreed, but did not process it within 30 days
- You were charged despite never creating an account or subscribing
7. PROMOTIONAL OFFERS AND DISCOUNTS
7.1 Discounted Subscriptions:
- If you subscribed during a promotional offer or used a discount code, refunds (if approved) will be calculated based on the discounted price you actually paid, not the regular price
- Promotional offers are final and non-transferable
7.2 Free Trial Extensions:
- Promotional free trial extensions do not entitle you to refunds if you later subscribe
- Free trials are a gift; canceling during trial does not require refund as no payment was made
8. REFUND AMOUNT CALCULATIONS
8.1 How We Calculate Refunds:
| Scenario |
Calculation Method |
Example |
| 7-Day Early Cancellation |
80% of paid amount (20% admin fee) |
Paid ₹500 → Refund ₹400 |
| Duplicate Charge |
100% of duplicate amount |
Charged twice ₹500 → Refund ₹500 |
| Pro-rated (Technical Issue) |
(Unused days / Total days) × 80% × Paid Amount |
Used 10 of 30 days, paid ₹600 → (20/30) × 0.8 × ₹600 = ₹320 |
| Service Not as Described |
Case-by-case, up to 100% |
Determined by severity of misrepresentation |
| Medical/Death |
(Unused days / Total days) × Paid Amount |
Used 15 of 30 days, paid ₹600 → (15/30) × ₹600 = ₹300 |
8.2 Administrative Fees:
- A 20% administrative fee applies to most discretionary refunds to cover processing costs
- No administrative fee for duplicate charges or unauthorized transactions
- Payment gateway transaction fees (typically 2-3%) are non-refundable
9. SPECIAL CIRCUMSTANCES
9.1 Force Majeure Events:
- In case of natural disasters, pandemics, war, or government-mandated shutdowns affecting our service delivery:
- We will make reasonable efforts to continue service or provide alternatives
- Extended service interruptions (30+ days) may qualify for pro-rated refunds
- Each situation will be evaluated individually
9.2 Platform Shutdown:
- If Odisha e-Guru permanently ceases operations:
- Active subscribers will be notified at least 30 days in advance
- Pro-rated refunds will be provided for unused subscription time
- Refunds will be processed based on available funds after business obligations
10. EXCEPTIONS AND MANAGEMENT DISCRETION
10.1 Exceptional Circumstances:
- While this policy outlines standard procedures, we recognize that exceptional circumstances may arise
- In rare cases involving extreme hardship, genuine misunderstanding, or unique situations, management may exercise discretion
- Such exceptions are evaluated case-by-case and do not set precedent
- Requests for exceptional consideration should include full context and supporting documentation
10.2 Final Authority:
- All refund decisions are at the sole discretion of Odisha e-Guru management
- Our decision on refund eligibility is final
- We reserve the right to refuse refunds that don't meet our policy criteria
11. MODIFICATIONS TO REFUND POLICY
11.1 Policy Updates:
- We reserve the right to modify this Refund Policy at any time
- Changes take effect immediately upon posting
- Significant changes will be communicated via email or platform notice
- Continued use after changes constitutes acceptance
11.2 Grandfather Clause:
- Existing subscriptions purchased before policy changes will be evaluated under the policy in effect at time of purchase (for 90 days from policy change)
- After 90 days, all subscriptions subject to current policy
12. CONSUMER RIGHTS UNDER INDIAN LAW
12.1 Your Legal Rights:
- This Refund Policy is in addition to your statutory rights under Indian consumer protection laws
- Nothing in this policy excludes or limits your rights under the Consumer Protection Act, 2019
- If you are a consumer under Indian law, you may have additional rights
12.2 Dispute Resolution:
- If you're not satisfied with our refund decision, you may:
- Request escalation to senior management
- File a complaint with consumer forums in India
- Seek resolution through mediation or arbitration as per our Terms and Conditions
13. FREQUENTLY ASKED QUESTIONS
❓ Common Refund Questions
Q1: I subscribed yesterday but haven't used it yet. Can I get a refund?
A: Yes, if within 7 days and you've accessed less than 20% of content, you qualify for 80% refund. However, the moment you start accessing content, this percentage is calculated.
Q2: The content wasn't as good as I expected. Can I get a refund?
A: After 7 days or 20% usage, quality dissatisfaction is subjective and not grounds for refund. We recommend reviewing free content/demos before subscribing.
Q3: I failed my exam. Will you refund my money?
A: No. We provide supplementary educational support, not exam guarantees. Many factors affect exam performance beyond our control.
Q4: I forgot to cancel and was charged again. Refund?
A: No. Renewal notifications are sent in advance. You're responsible for managing your subscription. You can cancel now to prevent future charges.
Q5: Videos won't load on my phone. Refund?
A: Contact technical support first. If our team verifies the issue is on our end and cannot resolve it within 7 days, you may qualify for refund. If it's a device/internet issue, no refund.
Q6: Can I get a partial refund for days I didn't use?
A: No. Subscriptions are for full monthly periods, not daily usage. Non-usage is not grounds for refund.
Q7: How long does refund take to appear in my account?
A: Up to 25 business days total (15 days for us to process + 5-10 days for bank to credit).
Q8: Will I get refund in cash?
A: No. Refunds are always issued to the original payment method (card, UPI, etc.).
14. CONTACT INFORMATION FOR REFUNDS
15. ACKNOWLEDGMENT
✅ BY SUBSCRIBING TO ODISHA E-GURU, YOU ACKNOWLEDGE:
- You have read and understood this entire Refund and Cancellation Policy
- You agree to the terms and conditions outlined herein
- You understand that digital content, once accessed, cannot be "returned"
- You acknowledge the 7-day/20%-usage window for early cancellation refunds
- You understand that academic results do not guarantee refunds
- You accept that refund decisions are at our discretion within policy guidelines
- You agree to contact us before filing chargebacks or disputes
- You understand processing timelines and refund calculation methods
This Refund and Cancellation Policy is effective as of February 8, 2026
Last Updated: February 8, 2026
This policy is incorporated into and forms part of our Terms and Conditions.