Refund & Cancellation Policy

1 Scope & Applicability

1.1. This Refund & Cancellation Policy applies to all monetary transactions processed through the BrainBit-SOMS platform, including:

• Subscription Payments: Payments made by educational institutions for platform access
• School Fee Payments: Payments made by parents/students through the Parent/Student Portal for school fees

1.2. This policy is governed by:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Payment and Settlement Systems Act, 2007
• RBI Guidelines on Digital Payments and Refunds
• Razorpay Merchant Terms of Service

2 Types of Payments on the Platform

Payment Type	Payer	Payee	Purpose
Subscription Fee	School/Institute	BrainBit Infotech Pvt. Ltd.	Platform access and usage
School Fee	Parent/Student	School/Institute (via Platform)	Tuition, admission, exam, and other school fees

3 Subscription Cancellation

3.1. Cancellation by the Institute

An Institute may cancel its subscription at any time by:

1. Sending a written cancellation request to info@brainbitinfotech.com
2. Providing at least 15 (fifteen) days' notice before the next billing date
3. The cancellation request must be sent from the registered email address of the authorized signatory

3.2. Effect of Cancellation

• Access to the Platform shall continue until the end of the current paid billing period
• After the billing period expires, access shall transition to read-only mode for 30 days
• The Institute may export its data within 90 days of cancellation
• After 90 days, all data shall be permanently deleted
• Cancellation does not affect any accrued obligations or outstanding payments

3.3. Cancellation by the Company

BrainBit Infotech may cancel/suspend a subscription for:

• Non-payment beyond the grace period (7 days + 15 days read-only)
• Violation of Terms of Service or Acceptable Use Policy
• As required by law or court order

In such cases, the Company shall provide written notice specifying the reason for cancellation.

4 Subscription Refund Policy

4.1. Refund Eligibility

Scenario	Refund	Amount
Cancellation within 7 days of first subscription	Full Refund	100% of subscription fee (less payment gateway charges)
Cancellation after 7 days but within first month	Pro-rata Refund	Proportionate unused period amount
Cancellation after first month (monthly plan)	No Refund	Access continues till end of paid period
Cancellation of annual plan (after first month)	Pro-rata Refund	Remaining full months minus 15% early termination fee
Service disruption exceeding SLA commitments	Service Credit	As per SLA terms
Platform permanently discontinued by Company	Full Refund	Proportionate remaining subscription period
Cancellation due to Company's material breach	Full Refund	100% of prepaid unused period

4.2. Free Trial Period

No charges are incurred during the free trial. If the Institute does not subscribe after the trial, no payment or refund is applicable.

4.3. Annual/Long-Term Plans

For annual or multi-month prepaid subscriptions:

• Cancellation during the first billing month: Full pro-rata refund of remaining months
• Cancellation after the first billing month: Refund of remaining complete months, minus an early termination charge of 15% of the refundable amount
• The early termination fee is to cover administrative and onboarding costs

5 School Fee Payment Refunds (Portal Payments)

5.1. School Fee Refund Responsibility

• Refund of school fees is entirely governed by the respective school's fee refund policy
• Parents/students must contact the school directly for school fee refund requests
• BrainBit Infotech shall facilitate the technical refund process upon receiving written confirmation from the school

5.2. Technical Processing of School Fee Refunds

When a school authorizes a fee refund:

1. The school initiates the refund through the Platform's administrative interface
2. The refund is processed through Razorpay to the original payment method
3. The parent/student receives a refund confirmation
4. The fee ledger is automatically updated

5.3. Convenience/Processing Fee

If any payment gateway convenience fee was charged at the time of payment, the refund of such convenience fee shall be subject to the payment gateway provider's (Razorpay's) refund policy. The school is not liable for refund of third-party gateway charges.

6 Refund Process & Timeline

6.1. Refund Processing Timeline

Step	Action	Timeline
1	Refund request received and acknowledged	Within 2 business days
2	Verification and approval	Within 5 business days
3	Refund initiated via Razorpay	Within 2 business days of approval
4	Refund credited to original payment method	5-10 business days (bank-dependent)

Total estimated time: 7-15 business days from request to credit.

6.2. Mode of Refund

• All refunds shall be processed to the original payment method used for the transaction
• Credit/Debit Card payments: Refunded to the same card
• Net Banking payments: Refunded to the same bank account
• UPI payments: Refunded to the same UPI ID
• Wallet payments: Refunded to the same wallet

Refund to a different payment method is not supported due to RBI guidelines on payment security.

6.3. Refund Confirmation

Upon successful processing, a refund confirmation shall be sent to the registered email address along with the refund reference number and Razorpay ARN (Acquirer Reference Number) for tracking.

7 Non-Refundable Items

The following charges are non-refundable:

• Setup/onboarding charges (if any)
• Customization or integration charges for bespoke development
• Training and consultation fees
• Payment gateway transaction fees (Razorpay's processing charges)
• GST and other applicable taxes already remitted to the Government
• Subscription periods already consumed/utilized
• Subscriptions cancelled due to violation of Terms of Service

8 Duplicate / Erroneous Payments

8.1. In case of duplicate or erroneous payments (including double debit, excess payment, or payment for wrong amount):

• The payer shall notify us within 30 (thirty) days of the transaction
• Upon verification, a full refund of the duplicate/excess amount shall be processed within 5-7 business days
• No deductions shall be applied for genuine duplicate/erroneous payments

8.2. Amount Debited but Transaction Failed: If the payment amount is debited from the payer's account but the transaction is not confirmed on the Platform:

• Razorpay's automatic reconciliation usually reverses such payments within 5-7 business days
• If not auto-reversed, contact us with the transaction details for manual resolution
• In compliance with RBI circular on Turn Around Time (TAT) for failed transactions, the refund shall be processed within the prescribed timeline

9 Payment Gateway Issues

9.1. All online payments on BrainBit-SOMS are processed through Razorpay, a RBI-authorized payment aggregator.

9.2. BrainBit Infotech does NOT store, process, or have access to:

• Credit/Debit card numbers
• CVV/CVC codes
• Card expiry dates
• Net banking credentials
• UPI PIN

9.3. For payment gateway-related issues (transaction failure, payment stuck, OTP not received), users may:

• Contact Razorpay support directly at razorpay.com/support
• Contact us with transaction ID for assistance
• Contact their bank/card issuer for card-related issues

10 Chargeback Policy

10.1. A chargeback is a reversal of a payment initiated by the cardholder through their bank/card issuer.

10.2. Before initiating a chargeback with your bank, we strongly recommend contacting us first at info@brainbitinfotech.com to resolve the issue directly. Direct resolution is faster and avoids unnecessary banking charges.

10.3. Fraudulent chargebacks (where the service was availed and the chargeback is filed without legitimate cause) may result in:

• Suspension of the Institute's account
• Recovery of the charged-back amount plus applicable bank charges
• Legal action under applicable Indian laws

11 How to Request a Refund

12 Dispute Resolution

12.1. If you are dissatisfied with a refund decision, you may:

1. Escalate to our Grievance Officer (see Grievance Redressal Policy)
2. If unresolved within 30 days, file a complaint with the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
3. For disputes exceeding Rs. 1 Crore, the dispute resolution mechanism under our Terms of Service (arbitration) shall apply

12.2. Consumer Forum Jurisdiction: For consumer complaints, the jurisdiction shall be determined as per the Consumer Protection Act, 2019:

• District Commission: Claims up to Rs. 1 Crore
• State Commission: Claims between Rs. 1 Crore and Rs. 10 Crore
• National Commission: Claims exceeding Rs. 10 Crore

13 Contact Information