Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy (“Policy”) explains the terms and conditions under which The Academix provides refunds and processes cancellations for our learning management system platform and services.

This Policy applies to all Institutional Customers (educational institutions, schools, universities, corporations, training centers, and individual trainers) who subscribe to The Academix Services.

This Policy should be read in conjunction with our Terms of Service and Privacy Policy.

Contact Information:
The Academix
67, Ajit Colony
Jodhpur, 342001
Rajasthan, India
Email: [email protected]
Website: www.theacademix.com

2. Subscription Overview

2.1 Subscription Plans

The Academix offers the following subscription plans:

Basic Campus Plan:

• Designed for small coaching centers and tutoring institutes
• Supports up to 15 students (base plan)
• Additional students available at per-student rate

Scholars Plan:

• Designed for medium-sized schools and training centers
• Supports up to 901 students (base plan)
• Additional students available at per-student rate

Institute Plan:

• Designed for large institutions and universities
• Supports up to 3,000 students (base plan)
• Additional students available at per-student rate

Enterprise/Custom Plans:

• For institutions with 5,000+ students
• Custom pricing and features
• Tailored terms and conditions

Current Pricing:
For current pricing information, please visit: www.theacademix.com/pricing

All plans include all platform features with no tiered feature restrictions.

2.2 Billing Cycles

• Monthly subscriptions: Billed on the same day each month
• Annual subscriptions: Billed once per year on the subscription anniversary
• Quarterly subscriptions: May be available for select plans
• Payments are processed at the beginning of each billing period
• Pro-rated charges may apply for student count changes mid-cycle

2.3 Payment Methods

Institutional Customers may pay using:

Online Payment Methods:

• Credit/Debit Cards (via authorized payment processors)
• Net Banking
• Digital Wallets (UPI, PayTM, etc.)
• International payment cards

Offline Payment Methods (via Support Coordination):

• Cheque (subject to clearance)
• Demand Draft (DD)
• Direct Bank Transfer/NEFT/RTGS/IMPS
• Wire Transfer (for international customers)

Note: Offline payment methods require prior coordination with our support team at [email protected]. Processing times may vary based on payment method (cheques typically take 3-7 business days to clear).

3. Important: Student-to-Institution Payments

3.1 Student Fee Collection

If your institution enables student fee collection through The Academix platform (e-commerce functionality):

The Academix Role:

• We provide the payment processing infrastructure
• We facilitate the transaction between student and institution
• We transfer collected funds to the institution per agreed schedule
• We are NOT a party to the student-institution relationship

Institution’s Responsibility:

• You are solely responsible for all student refunds and disputes
• You determine your own refund policies for students
• You must communicate your refund policies clearly to students
• You handle all student payment disputes directly

3.2 Student Refund Disputes

Critical Understanding:

• The Academix does NOT refund students directly
• All student refunds must be processed by the institution
• Students must contact their institution for refund requests
• Refund agreements must be reached through direct communication between institution and student

Process:

• Student contacts institution with refund request
• Institution and student communicate directly to resolve
• Institution agrees to refund (if applicable)
• Institution processes refund from their account to student
• The Academix is not involved in this process

Platform Fees:

• Transaction fees charged by payment processors are non-refundable
• The Academix platform fees are separate from student fees
• Institution subscription fees are governed by Section 4 of this Policy

3.3 Institution-Student Relationship

You acknowledge and agree that:

• The student-institution relationship is independent of The Academix
• We do not mediate student-institution disputes
• We do not determine refund eligibility for students
• You must comply with applicable consumer protection laws for student refunds
• We may provide transaction records upon request to assist resolution

Indemnification:
You agree to indemnify and hold The Academix harmless from any claims, disputes, or liabilities arising from:

• Student refund disputes
• Your refund policies or practices
• Failure to refund students as required by law
• Misrepresentation of refund terms to students

4. Institutional Subscription Refunds

This section applies to refunds of institutional subscription fees paid to The Academix.

4.1 General Refund Policy

Refunds are provided under specific circumstances as outlined in this Policy. All refund requests are subject to verification and our sole discretion.

Refunds apply only to:

• Subscription fees paid by institutions to The Academix
• Billing errors or duplicate charges
• Unauthorized charges to institutional accounts
• Service unavailability as described in this Policy

4.2 Monthly Subscription Refunds

No Partial Month Refunds:

• Monthly subscriptions are non-refundable
• If you cancel mid-month, you retain access until month end
• No refund is provided for unused days
• This applies even if you did not use the service

Exceptions:

• Technical issues preventing service access for 7+ consecutive days (pro-rata credit)
• Billing errors or duplicate charges (full refund of error)
• Unauthorized charges (full refund with verification)

4.3 Annual Subscription Refunds

Within First 30 Days:

• Pro-rata refund available if canceled within 30 days of initial purchase
• Calculated as: (Total Paid) – (Monthly Equivalent × Months Used) – (Non-refundable costs)
• Minimum one month charge applies
• Request must be submitted within 30 days

After 30 Days:

• No refunds for annual subscriptions canceled after 30 days
• Access continues until the end of the annual term
• Subscription will not auto-renew if cancellation is submitted

Annual Renewal Refunds:

• Refunds not available for annual renewals
• You must cancel before renewal date to avoid charges
• Accidental renewal: Refund may be provided within 7 days of renewal charge

Example Calculation:
Annual subscription purchased: January 1
Total paid: [Annual Amount]
Canceled: January 25 (within 30 days)
Used: 1 month
Monthly equivalent: [Annual Amount ÷ 12]
Refund: [Annual Amount] – [Monthly Equivalent]
Less: Payment processor fees (if applicable)

4.4 Quarterly Subscription Refunds

If quarterly subscriptions are available:

• Similar to annual subscriptions: 30-day pro-rata refund window
• No refunds after 30 days from initial purchase
• Cancellation takes effect at end of quarter

4.5 Trial Period Refunds

If we offer a trial period (free or paid):

• Complimentary access: No refund applicable (no charge)
• Paid trials: Full refund if canceled within trial period
• Trial-to-paid conversion: Standard refund terms apply after trial ends
• Trial period duration specified at sign-up

4.6 Downgrade Refunds

• Downgrading to a lower plan does not entitle you to a refund
• Downgrade takes effect at the next billing cycle
• No partial refunds for the difference in plan pricing
• Existing plan access continues until downgrade date

4.7 Student Count Changes

Reducing Student Count:

• Takes effect at next billing cycle
• No mid-cycle refunds for reduced students
• Billing adjusted from next cycle forward

Increasing Student Count:

• Pro-rata charges apply for additional students mid-cycle
• Charged immediately upon increase
• Full monthly rate applies from next cycle

5. Cancellation Policy

5.1 How to Cancel

You may cancel your institutional subscription at any time using one of the following methods:

Method 1: Through Your Account

• Log into your institutional admin account
• Navigate to “Settings” > “Subscription”
• Click “Cancel Subscription”
• Follow the prompts and confirm cancellation

Method 2: Email Request

• Send cancellation request to [email protected]
• Include: Account name, institution name, and reason for cancellation (optional)
• Subject line: “Subscription Cancellation Request”
• We will process within 2 business days

Method 3: Written Notice

• Send written notice to our mailing address: The Academix, 67, Ajit Colony, Jodhpur, 342001, Rajasthan, India
• Include account details and authorized signature

5.2 Cancellation Effective Date

Monthly Subscriptions:

• Cancellation takes effect at the end of the current billing cycle
• You retain full access until the end of the paid period
• No partial month refunds are provided
• No further charges will be made

Annual/Quarterly Subscriptions:

• Cancellation takes effect at the end of the current subscription term
• OR immediately with pro-rata refund if within eligible period (see Section 4.3)
• You retain access until the cancellation effective date

Example: If you pay on the 15th of each month and cancel on the 20th, your access continues until the 14th of the following month.

5.3 No Cancellation Fees

• We do not charge cancellation fees
• No penalties for early termination (except as specified in refund terms)
• All outstanding fees must be paid before cancellation is complete

5.4 Automatic Renewal

• Subscriptions automatically renew unless canceled
• Monthly subscriptions renew monthly
• Annual subscriptions renew annually
• Quarterly subscriptions renew quarterly
• You must cancel before the renewal date to avoid charges
• Renewal reminders are sent 7 days before renewal (monthly/quarterly) and 30 days before renewal (annual)

5.5 Cancellation Confirmation

Upon cancellation, you will receive:

• Email confirmation of cancellation
• Final access date
• Information about data export options
• Final invoice (if applicable)

6. Non-Refundable Scenarios

6.1 No Refunds Will Be Provided For

Usage-Based:

• Lack of usage or under-utilization of the platform
• Change of mind after subscribing
• Change in business direction or needs
• Failure to cancel before renewal
• Not meeting your educational goals or expectations

Violations:

• Account termination due to Terms of Service violations
• Suspension for non-payment
• Fraud or unauthorized use
• Security breaches caused by you
• Violation of Acceptable Use Policy

Technical:

• Issues with your internet connectivity
• Compatibility with your devices (within stated requirements)
• Third-party service disruptions (Google Meet, BigBlueButton, etc.)
• User error or misconfiguration
• Failure to export data before account closure

Content and Data:

• Loss of data due to your failure to export
• Quality or effectiveness of educational content you uploaded
• Student/learner dissatisfaction with your courses
• Academic outcomes or performance
• Certificate or credential disputes
• Student refund obligations (see Section 3)

Payment Processing:

• Payment processor fees (non-refundable)
• Currency conversion fees
• Bank charges or transaction fees
• Chargeback fees
• Cheque processing fees
• Wire transfer fees

Offline Payment Methods:

• Bank charges for cheque clearance
• DD issuance charges
• NEFT/RTGS/IMPS charges
• International wire transfer fees
• Cheque bounce charges

6.2 Partial Use

If you have used the Services in any way during the billing period:

• Monthly: No refund for any usage
• Annual/Quarterly: Pro-rata refund only within first 30 days (see Section 4.3)
• Usage includes: login, uploading content, creating courses, adding users, accessing any feature

7. Refund Process and Timeline

7.1 How to Request a Refund

Step 1: Submit Request

Email [email protected] with subject line: “Institutional Subscription Refund Request”. Include:

• Account name and institution name
• Subscription plan details
• Payment method used (online/cheque/DD/bank transfer)
• Transaction reference or cheque number
• Payment date
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method

Step 2: Verification

• We will verify your account and subscription details
• Review usage and eligibility
• May request additional information
• For offline payments: Verify cheque clearance or bank transfer
• Verification typically takes 3-5 business days

Step 3: Decision

• Refund requests are evaluated based on this Policy
• Decision communicated via email
• If approved, refund processed per Section 7.2
• If denied, explanation provided

7.2 Refund Processing Time

Approval to Processing:

• Refunds are processed within 7-10 business days of approval
• Processing time varies by original payment method

Online Payment Methods:

• Credit/Debit Card: 5-10 business days after processing
• Net Banking: 3-5 business days after processing
• Digital Wallets: 3-7 business days after processing
• International Cards: Up to 15 business days

Offline Payment Methods:

• Bank Transfer (NEFT/RTGS): 3-5 business days after processing
• Cheque: 7-10 business days (refund via bank transfer)
• Demand Draft: Not refundable via DD; bank transfer used instead (7-10 days)
• International Wire: Up to 20 business days

Total Timeline:

• Online payments: Typically 15-25 business days from request to receipt
• Offline payments: Typically 20-30 business days from request to receipt
• Holidays and weekends may extend timeline

7.3 Refund Method

Online Payments:

• Refunded to original payment method when possible
• Same currency as original payment
• Payment processor fees may be deducted

Offline Payments:

• Refunded via bank transfer/NEFT to your institutional bank account
• Cheque payments refunded via bank transfer (not by cheque)
• DD payments refunded via bank transfer (not by DD)
• You must provide bank account details for refund

Alternative Methods:

• If original method unavailable, bank transfer to institutional account
• International customers: Wire transfer to provided bank account
• No cash refunds under any circumstances

7.4 Refund Deductions

Refunds may be subject to deductions for:

• Payment processor fees (typically 2-3% for online payments)
• Bank charges (for cheque, DD, or wire transfers)
• Setup or onboarding costs (if applicable)
• Pro-rated usage charges
• Outstanding fees or charges
• Chargeback fees (if applicable)
• Administrative processing fees (for offline payments, if applicable)

Net Refund = Eligible Refund Amount – Deductions

7.5 Partial Refunds

In some cases, we may offer partial refunds:

• Service disruptions (pro-rata credit for downtime)
• Billing errors (amount of error)
• Goodwill gestures (discretionary)
• Downgrade differences (rare exceptions)

8. Special Circumstances

8.1 Service Unavailability

If our Services are unavailable for extended periods due to our fault:

7+ Consecutive Days:

• Pro-rata credit to your account, OR
• Pro-rata refund upon request
• Calculation: (Monthly fee ÷ 30) × Days unavailable

Planned Maintenance:

• No refunds for scheduled maintenance
• Advance notice provided when possible

Force Majeure:

• No refunds for circumstances beyond our control
• Includes natural disasters, wars, pandemics, government actions, internet outages, etc.

8.2 Billing Errors

If we make a billing error:

• Full refund of the incorrect amount
• Correction on next billing cycle
• No penalties or fees
• Processed within 5-7 business days

Examples:

• Duplicate charges
• Incorrect amount charged
• Charging after cancellation
• Wrong subscription tier charged
• Overcharging for student count

8.3 Unauthorized Charges

If you identify unauthorized charges to your institutional account:

• Report immediately to [email protected]
• Include transaction details and evidence
• We will investigate within 3 business days
• Full refund if verified as unauthorized
• Account security review conducted

Your Responsibility:

• Monitor your statements and invoices regularly
• Report unauthorized charges within 30 days
• Secure your account credentials
• Report suspected security breaches immediately
• Verify all invoices upon receipt

8.4 Payment Method Issues

Cheque Bounce:

• If your cheque bounces, service may be suspended
• Bank charges and bounce fees apply
• No refund for bounce fees
• Service reactivated upon successful payment

Failed Bank Transfers:

• Verify transaction completion
• Contact your bank for transfer issues
• Provide transfer reference for verification
• No refund for bank charges

Payment Disputes:

• Contact us before disputing with your bank
• Provide opportunity for resolution
• Chargebacks may result in account suspension

8.5 Death or Disability

In case of account holder death or permanent disability:

• Pro-rata refund may be provided upon documentation
• Next of kin or legal representative must provide: death certificate or medical documentation, proof of authority (will, court order, power of attorney, etc.), and account details and payment proof
• Refund processed within 15 business days of verification
• Refund via bank transfer to estate or legal representative

8.6 Educational Institution Closure

If your institution permanently closes:

• Contact us immediately with documentation
• Pro-rata refund may be provided (discretionary)
• Requires: Government closure notice or official documentation
• Data export assistance provided
• Processed on case-by-case basis within 10-15 business days

9. Data Export Upon Cancellation

9.1 Data Export Period

Upon cancellation, you have 30 days to export your data:

• Access to export features remains active
• All content, courses, and materials available
• Student records and performance data included
• Download in standard formats

9.2 What Can Be Exported

• Educational content and course materials
• Student/learner records and enrollment data
• Assessment results and grades
• Attendance records
• Assignments and submissions
• Certificates and credentials
• Analytics and reports
• Communication history (discussion boards, messages)
• Payment records and transaction history

9.3 Export Process

Through Platform:

• Navigate to “Settings” > “Data Export”
• Select data categories to export
• Choose format (CSV, PDF, JSON, Excel, etc.)
• Download files

Request Assistance:

• Email [email protected] for export assistance
• Specify data needed and format preferences
• We will prepare export package
• Delivered within 5 business days

9.4 Data Deletion

After the 30-day export period:

• Your data will be deleted from active systems
• Backup copies may persist for up to 90 days
• After 90 days, all data is permanently deleted
• Some data retained as required by law: financial records (7 years for tax compliance), legal dispute records (as needed), and aggregated, anonymized analytics

9.5 No Data Recovery After Deletion

• Once deleted, data cannot be recovered
• No refunds for lost data after deletion period
• You are solely responsible for exporting needed data
• We strongly recommend exporting immediately upon cancellation
• Failure to export is not grounds for refund or data recovery

10. Payment Disputes and Chargebacks

10.1 Contact Us First

Before initiating a chargeback with your bank or payment provider:

• Contact us at [email protected]
• Provide detailed description of the issue
• Most issues can be resolved quickly and amicably
• Chargebacks harm both parties and incur fees
• We will work with you in good faith

10.2 Chargeback Consequences

If you initiate a chargeback without contacting us:

• Your account will be immediately suspended
• We will provide evidence to payment processor
• If chargeback is upheld: Account remains closed, no future services
• If chargeback is reversed: Fees charged to you
• Chargeback fees (typically INR 1,000-2,000 or more) may apply
• May affect future subscription eligibility
• Legal action may be taken for fraudulent chargebacks

10.3 Disputed Charges

For disputed charges:

• Submit dispute within 30 days of charge
• Provide details and supporting evidence
• We will investigate within 5 business days
• Resolution communicated via email
• Refund or credit if dispute is valid

10.4 Payment Processor Issues

If your payment is declined or fails:

• You are responsible for ensuring payment success
• Update payment method to avoid service disruption
• Failed payments do not entitle you to refunds
• Retry charges may incur additional fees
• For offline payments: Contact support for alternative arrangements

11. Account Suspension and Termination

11.1 Suspension for Non-Payment

If payment fails or is not received:

• Initial reminder sent immediately
• Account suspended after 5 days of non-payment
• Access to Services blocked
• Continued reminders sent
• Account reactivated upon successful payment
• No refunds for suspension period

For offline payments:

• Cheque clearance delays may extend grace period
• Bank transfer verification may take 1-2 business days
• Contact support if payment is delayed

11.2 Termination for Violations

If we terminate your account for Terms of Service violations:

• No refund provided
• Immediate loss of access
• Data export period may be shortened (7 days only)
• Outstanding fees remain due and payable
• Legal action may be taken if applicable
• Collections action for unpaid amounts

11.3 Voluntary Termination with Outstanding Fees

If you cancel with unpaid fees:

• Outstanding fees must be paid before cancellation is complete
• Account remains active until payment received
• No access after payment and cancellation processed
• Collections action may be taken for non-payment
• No refund of payments made to clear outstanding balance

12. Plan Changes

12.1 Upgrading Your Plan

Mid-Cycle Upgrade:

• Pro-rata charge for the difference
• Calculated based on remaining days in billing cycle
• Immediate access to new plan features
• Full new plan rate from next cycle

Calculation Example:
Current plan rate: [Amount A] per month
New plan rate: [Amount B] per month
Days remaining: 15 out of 30
Pro-rata charge: ([Amount B] – [Amount A]) × (15/30)

12.2 Downgrading Your Plan

Downgrade Terms:

• Takes effect at next billing cycle
• No mid-cycle refunds
• Access to current plan features until downgrade date
• Lower plan rate from next cycle

Feature Access:

• Features not included in lower plan are disabled at downgrade
• Data remains but may not be accessible
• Upgrade again to regain access
• Export affected data before downgrade if needed

12.3 Student Count Adjustments

Increasing Students:

• Pro-rata charge for additional students mid-cycle
• Full rate for additional students from next cycle
• Immediate access for additional students

Decreasing Students:

• Adjustment at next billing cycle
• No mid-cycle refund
• Ensure student count is accurate before reduction
• May need to remove student access to comply

13. Refund Policy for Specific Scenarios

13.1 Technical Issues

Platform Issues (Our Fault):

• Critical features unavailable for 24+ hours: pro-rata credit for downtime
• Platform completely inaccessible for 7+ days: pro-rata refund or credit at your choice
• Minor bugs or intermittent issues: No refund
• Scheduled maintenance: No refund (with advance notice)

Third-Party Service Issues:

• Google Meet, BigBlueButton, Copyleaks, or hosting-provider (DigitalOcean, Cloudflare, AWS) disruptions: No refund
• These are governed by third-party terms
• We are not responsible for third-party availability
• We will assist in troubleshooting but cannot refund

13.2 Feature Expectations

• No refunds for missing features you expected
• Platform features are described in our documentation
• Request clarification before subscribing
• Feature requests do not entitle refunds
• Future feature promises are not guaranteed (roadmap may change)

13.3 Integration Issues

• No refunds for integration compatibility issues
• Check integration requirements before subscribing
• We list all supported integrations clearly
• Technical support available to resolve issues
• Third-party changes beyond our control

13.4 User Training

• No refunds for lack of training or onboarding
• Training materials and support are provided
• Additional training available upon request
• Documentation and video tutorials available
• User error does not entitle refunds
• Support team available for assistance

14. Enterprise and Custom Plan Refunds

14.1 Custom Terms

Enterprise and custom plans may have:

• Specific refund terms in your written agreement
• Custom cancellation notice periods (e.g., 60-90 days)
• Different refund calculation methods
• Minimum commitment periods
• Negotiated terms take precedence over this Policy

14.2 Contract Commitments

If your Enterprise plan includes:

• Minimum commitment period: No refunds during commitment
• Annual minimums: No refunds if minimums not met
• Custom development: Development costs non-refundable
• Setup fees: Non-refundable
• Migration assistance: Non-refundable
• Training costs: Non-refundable

14.3 Early Termination

Early termination of Enterprise contracts:

• May incur early termination fees as specified in agreement
• Typically a percentage of remaining contract value
• No refunds for services already rendered
• Outstanding fees immediately due
• May negotiate exit terms on case-by-case basis

15. Refund Request Requirements

15.1 Information Required

All refund requests must include:

• Full name and account name
• Institution name and contact details
• Email address associated with account
• Subscription plan details
• Payment method used
• Payment transaction ID, invoice number, cheque number, or transfer reference
• Date of payment
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method and bank details (for offline payment refunds)

15.2 Verification Process

We may request additional information:

• Account access verification
• Payment verification
• Proof of payment (bank statement, cheque copy, transfer receipt)
• Usage history review
• Screenshots or evidence supporting claim
• Authorized signature (for institutional accounts)
• Board resolution (for large institutions)

15.3 Documentation

Required documentation may include:

• Billing errors: Bank statement showing duplicate charge or incorrect amount
• Unauthorized charges: Police report, fraud claim, or affidavit
• Technical issues: Screenshots, error messages, dates/times, support ticket numbers
• Death/disability: Death certificate, medical certificate, legal authority proof
• Institution closure: Government notices, closure documents, official letters
• Payment proof: Cheque copy, bank transfer receipt, DD copy

15.4 False Claims

Submitting false refund claims:

• Results in immediate denial of refund
• May lead to account termination
• Potential legal action for fraud
• Chargeback fraud is a criminal offense
• We reserve all legal remedies

16. Credits and Account Balance

16.1 Refund as Credit

Instead of monetary refund, we may offer account credit:

• Account credit for future subscription fees
• Extended service period
• Upgrade to higher plan tier
• Additional features or services
• Goodwill gesture for service issues

Credit Terms:

• Credits do not expire during active subscription
• Credits expire 90 days after account cancellation
• Non-transferable to other accounts
• No cash value
• Cannot be sold or traded

16.2 Applying Credits

Credits are automatically applied to:

• Next billing cycle charges
• Additional student charges
• Plan upgrades
• Any other platform fees
• Outstanding balance

16.3 Credit Balance Upon Cancellation

If you have account credit when canceling:

• Credit applied to final invoice automatically
• Remaining credit refunded upon request
• Must request within 30 days of cancellation
• Minimum refund amount: INR 500 (credits below this threshold are forfeited)
• Refunded via bank transfer

17. International Customers

17.1 Currency and Exchange Rates

• Subscriptions billed in INR (Indian Rupees)
• USD and other currency amounts are approximate
• Exchange rates fluctuate daily
• Your bank may charge conversion fees
• No refunds for exchange rate differences
• Currency conversion at time of refund (may differ from purchase rate)

17.2 International Refunds

• Refunded in original payment currency when possible
• Subject to exchange rate at time of refund
• May differ from original amount due to rate changes
• International wire fees may be deducted
• Processing time may be longer (up to 20-25 business days)
• Correspondent bank charges may apply

17.3 International Payment Methods

• Wire transfers: Subject to receiving bank fees
• International cards: Refunded to original card
• PayPal/other processors: Per processor policies
• SWIFT charges may be deducted from refund

17.4 Tax Refunds

• Refunds exclude taxes already remitted to authorities
• GST, VAT, sales tax already paid are non-refundable
• Tax refunds must be claimed from tax authority
• We cannot refund taxes paid to government
• We provide tax invoices for your records
• Consult your tax advisor for guidance

18. Modifications to This Policy

18.1 Right to Modify

We reserve the right to modify this Refund and Cancellation Policy at any time:

• Changes posted on our website with updated “Last Updated” date
• Notification sent to active institutional customers via email
• Material changes effective 30 days after notice
• Non-material changes effective immediately

18.2 Continued Use

Continued use of Services after changes constitutes acceptance of modified Policy.

18.3 Prior Subscriptions

Policy changes do not affect:

• Refund requests already submitted and pending
• Subscriptions purchased under previous policy (for the duration of that subscription term)
• Pending cancellations
• Disputes already initiated
• Enterprise agreements with specific terms

18.4 Notification of Changes

We will notify you of material changes via:

• Email to registered institutional admin
• Notice on platform dashboard
• Website announcement
• Updated policy document with version number

19. Dispute Resolution

19.1 Informal Resolution

Before pursuing formal legal action:

• Contact [email protected] with subject “Refund Dispute”
• Describe your refund concern in detail
• Provide all relevant information and documentation
• Allow 7 business days for initial response
• Attempt good faith resolution through communication

19.2 Escalation

If informal resolution fails:

• Request escalation to management
• Provide case reference number
• Management review within 5 business days
• Final decision communicated in writing via email
• Decision is binding unless overturned by legal proceeding

19.3 Legal Recourse

Refund disputes are subject to:

• Governing law: Laws of India
• Jurisdiction: Courts of Jodhpur, Rajasthan, India
• Arbitration: Optional under Arbitration and Conciliation Act, 1996
• As specified in our Terms of Service

19.4 Small Claims

For small refund amounts:

• We encourage informal resolution (most cost-effective)
• Consumer forums may be appropriate venue
• Small claims court may be available in your jurisdiction
• Faster and less expensive than formal litigation

19.5 Mediation

Parties may agree to mediation:

• Neutral third-party mediator
• Non-binding recommendations
• Cost-sharing arrangement
• Faster than litigation
• Confidential process

20. Consumer Protection Rights

20.1 Statutory Rights

This Policy does not affect your statutory consumer protection rights under applicable law, including:

• India: Consumer Protection Act, 2019
• EU/EEA: Consumer Rights Directive
• Other applicable consumer protection laws in your jurisdiction

If local law provides greater rights than this Policy, those rights apply.

20.2 Unfair Terms

If any provision of this Policy is found unfair or unenforceable under consumer protection law:

• That provision is modified to minimum extent necessary to comply
• Remaining provisions remain in full force and effect
• We will work to comply with legal requirements
• Affected customers will be notified

20.3 Regulatory Complaints

You have the right to file complaints with:

• Consumer protection authorities
• Financial ombudsman (for payment disputes)
• Data protection authorities (for privacy issues)
• Banking ombudsman (for payment method disputes)
• Other applicable regulatory bodies

In India:

• National Consumer Helpline: 1800-11-4000
• Consumer courts at District, State, and National levels

21. Contact Information

21.1 Refund and Cancellation Inquiries

For refund requests, cancellation, or questions about this Policy:

Email: [email protected]

• Subject line: “Refund Request” or “Cancellation Inquiry” or “Policy Question”
• Include account details and specific inquiry

Mailing Address:
The Academix
67, Ajit Colony
Jodhpur, 342001
Rajasthan, India

Website: www.theacademix.com/refund-policy

21.2 Response Time

• Email inquiries: 2-3 business days
• Refund requests: 5-7 business days for initial review
• Complex cases: Up to 10 business days
• Escalated matters: 3-5 business days
• Offline payment verifications: 3-7 business days (cheque clearance time)

21.3 Business Hours

Our support team operates:

• Monday – Friday: 9:00 AM – 6:00 PM IST
• Saturday: 10:00 AM – 4:00 PM IST
• Sunday and public holidays: Closed
• Email support available 24/7 (responses during business hours)
• Emergency support available for critical account issues

22. Frequently Asked Questions

Q: Can I get a refund if I don’t use the platform?
A: No. Lack of usage does not entitle you to a refund. You must cancel before the next billing cycle to avoid charges.

Q: What happens if I cancel mid-month?
A: You retain access until the end of your paid period. No partial month refund is provided for monthly subscriptions.

Q: Can I get a refund if I’m not satisfied with the platform?
A: Monthly subscriptions are non-refundable. Annual subscriptions may receive pro-rata refund if canceled within 30 days of initial purchase.

Q: How long does a refund take?
A: Typically 15-25 business days from request to receipt for online payments. 20-30 business days for offline payments (cheque, DD, bank transfer).

Q: Can I pause my subscription instead of canceling?
A: We do not currently offer subscription pausing. You must cancel and resubscribe when ready to resume.

Q: What if I was charged twice?
A: Contact us immediately. Duplicate charges are refunded in full within 5-7 business days after verification.

Q: Do I get a refund for unused students on my plan?
A: No. You pay for the plan tier capacity, not per-student usage. Reduce student count for next billing cycle to lower future charges.

Q: Can I transfer my subscription to another institution?
A: Subscriptions are non-transferable. Cancel and have the new institution create their own account.

Q: What happens to my data after cancellation?
A: You have 30 days to export data. After 90 days, all data is permanently deleted (except records required by law).

Q: I paid by cheque. How will I receive my refund?
A: Refunds for cheque payments are processed via bank transfer (NEFT/RTGS) to your institutional bank account. You must provide bank details.

Q: What about refunds for students who paid fees through the platform?
A: The Academix does NOT refund students. You (the institution) are solely responsible for all student refunds. See Section 3.

Q: Are transaction fees refundable?
A: No. Payment processor fees, bank charges, and transaction fees are non-refundable.

Q: Can I get a partial refund if I downgrade my plan?
A: No. Downgrades take effect at the next billing cycle with no mid-cycle refund.

23. Important Notices

23.1 No Guaranteed Refunds

• Refunds are at our sole discretion
• Meeting eligibility criteria does not automatically guarantee approval
• Each case is evaluated individually based on circumstances
• Final decisions are binding

23.2 Timing Is Critical

• Refund eligibility is time-sensitive
• Submit requests promptly (within specified timeframes)
• Late requests may be denied
• Document your request date and keep confirmation email

23.3 Complete Information Required

• Incomplete refund requests will be delayed or denied
• Provide all requested information and documentation
• False information results in immediate denial
• Cooperate fully with verification process

23.4 Payment Method Limitations

• We cannot refund more than you paid
• Payment processor fees are non-refundable
• Refund method limited by processor capabilities and payment method used
• Some payment methods may not support direct refunds (e.g., DD refunded via bank transfer)
• Offline payments may have longer processing times

23.5 Separate Student Refund Policy

Critical: This Policy governs institutional subscription refunds only. If your institution collects student fees through the platform:

• You must have your own student refund policy
• You are solely responsible for student refunds
• The Academix is not involved in student-institution refund matters
• See Section 3 for complete details

24. Acknowledgment

By subscribing to The Academix Services, you acknowledge that:

• You have read and understood this Refund and Cancellation Policy in its entirety
• You agree to these terms and conditions
• You understand refund limitations and timeframes
• You understand your institution’s responsibility for student refunds
• You will follow proper cancellation procedures
• You are responsible for exporting data before deletion
• You understand payment method-specific refund procedures

For Institutions Collecting Student Fees:
You further acknowledge that:

• You are solely responsible for refunding students
• The Academix does not mediate or process student refunds
• You will maintain your own student refund policy
• You will handle student disputes directly

If you do not agree with this Policy, you should not subscribe to our Services.

Refund and Cancellation Policy

Effective Date: Jan 6, 2025
Last Updated: Oct 14, 2026
Version: 1.0

For the most current version of this Policy, visit: www.theacademix.com/refund-policy

For questions or to request a refund/cancellation: Email: [email protected]

Current Pricing: www.theacademix.com/pricing