Refund and Cancellation Policy

1. Scope

This policy applies to ExamStack public student plans, premium content access, AI credits or usage, downloadable study material, and SaaS institute subscriptions unless a signed enterprise or institute agreement says otherwise.

2. Refund Review Window

For standard online purchases, you should request a refund within 7 calendar days of the original payment or renewal. Requests after that window may still be reviewed for duplicate charges, failed-payment captures, legal requirements, or confirmed service non-availability caused by ExamStack.

3. Cases Usually Eligible

• Duplicate debit or duplicate successful payment for the same account, plan, and billing period.
• Payment captured by the gateway but subscription access was not activated and we cannot activate it after verification.
• Wrong plan charged because of a confirmed ExamStack billing or checkout error.
• Material service outage or technical issue caused by ExamStack that prevents paid access and is not resolved within a reasonable support period.
• Refund required by applicable Indian consumer, payment, or court/regulatory order.

4. Cases Usually Not Eligible

• Substantial use of premium MCQs, mock tests, notes, downloads, AI credits, OCR processing, institute setup, attendance, exam, or reporting features.
• Change of mind after access is delivered, dissatisfaction with score improvement, exam outcome, ranking, or official exam decisions.
• Account suspension for abuse, credential sharing, fraud, scraping, content leakage, policy violations, or unlawful activity.
• User-side device, browser, network, bank, UPI, card, wallet, or telecom issues that are outside ExamStack control.
• Subscription periods that have already expired or custom setup/onboarding work already delivered to an institute.

5. Cancellations

Cancelling a subscription stops future renewal where self-serve cancellation is available or once support confirms cancellation. Unless a refund is approved, you may continue to access paid features until the end of the paid billing period.

We do not impose cancellation charges unless they are clearly disclosed, legally permissible, and also apply fairly where ExamStack cancels a confirmed purchase for its own reason.

6. Processing Time

After we approve a refund, we will initiate it through the original payment provider where possible. Provider, bank, UPI, card, wallet, and settlement timelines may vary. Typical processing can take 7 to 10 business days after initiation, and some payment methods may take longer.

7. How To Request

Billing email

Billing and refunds: [email protected]

Consumer grievance

Consumer grievance officer: [email protected]

Details to include

Registered email or phone, plan name, order/payment ID, payment date, amount, reason, and supporting screenshots or bank reference where available.

Acknowledgement

We aim to acknowledge consumer refund grievances within 48 hours and resolve them within one month where applicable.

8. Chargebacks and Disputes

If you raise a bank, card, UPI, or Razorpay dispute, we may pause manual refund handling while the provider process is active. We may submit purchase, access, refund, cancellation, communication, and usage evidence to the payment provider or bank.

9. Taxes and Invoices

Where GST or another tax applies, refunds may be adjusted or documented according to applicable tax rules and invoice status. If you need GST details on an invoice, provide the correct billing name, address, and GSTIN before invoice generation where the product supports it.