Refund Policy

Last Updated: June 3, 2025

1. Overview

At Supermint Infotech Pvt. Ltd. ("EduPay", "we", "us", or "our"), we are committed to providing high-quality services that meet your institution's needs. This Refund Policy outlines the circumstances under which refunds may be issued for subscription fees, setup fees, and other charges paid to EduPay.

By subscribing to our Services, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. Free Trial Period

All new subscribers are eligible for a 30-day free trial with no credit card required. During this trial period:

• You have full access to all features included in your selected plan
• No charges will be applied to your account
• You may cancel at any time without penalty
• At the end of the trial, you will be prompted to enter payment details to continue

3. Subscription Fee Refunds

3.1 Monthly Subscriptions

Monthly subscription fees are generally non-refundable. However, we may consider partial refunds in the following exceptional circumstances:

• Service unavailability exceeding 24 consecutive hours due to our infrastructure failure
• Critical bugs or defects that prevent core functionality and remain unresolved for more than 7 days
• Duplicate charges or billing errors caused by our system

3.2 Annual Subscriptions

For annual subscriptions paid upfront:

• Within 14 days of payment: Full refund minus any transaction fees (approximately 2%)
• Between 15-30 days: Prorated refund for unused months, minus transaction fees
• After 30 days: No refund, but you may downgrade your plan at the next billing cycle

3.3 Plan Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan:

• The downgrade takes effect at the start of the next billing cycle
• No partial refunds are issued for the current billing cycle
• Excess student capacity must be reduced to comply with the new plan limits before the downgrade

4. Setup and Onboarding Fees

One-time setup and onboarding fees are non-refundable once the onboarding process has commenced. This includes:

• Initial account configuration and customization
• Data migration and import services
• Training sessions conducted by our team
• Custom integration development (if applicable)

If onboarding has not yet begun, a full refund may be issued upon written request within 7 days of payment.

5. Transaction Fee Refunds

5.1 Failed Transactions

In the event of a failed transaction where the student's account is debited but the institute does not receive credit:

• EduPay will initiate a reversal request with the payment gateway within 24 hours
• The refund will be credited to the student's original payment method within 5-7 business days
• No EduPay platform fees are charged for failed transactions

5.2 Duplicate Transactions

If a student is accidentally charged twice for the same fee:

• The duplicate amount will be refunded to the student within 3-5 business days
• The institute will be notified of the duplicate and refund
• No penalties or additional fees apply to genuine duplicate transactions

5.3 Chargebacks

If a student initiates a chargeback through their bank:

• The institute will be notified immediately
• EduPay will provide transaction evidence to the payment gateway
• If the chargeback is upheld, the amount will be deducted from the institute's settlement
• Excessive chargebacks may result in account review or suspension

6. Cancellation Policy

6.1 By the Institute

You may cancel your subscription at any time by:

• Navigating to Settings > Billing > Cancel Subscription in your admin dashboard
• Emailing support@edupays.in with your institute ID and cancellation reason
• Contacting your dedicated account manager (Enterprise plans)

Upon cancellation:

• Your account will remain active until the end of the current billing period
• No further charges will be applied
• You may export your data during this period
• After the billing period ends, your data will be retained for 90 days before permanent deletion

6.2 By EduPay

We reserve the right to suspend or terminate accounts for:

• Violation of our Terms of Service
• Fraudulent or illegal activity
• Non-payment of fees for more than 30 days

In such cases, refunds will be determined on a case-by-case basis at our sole discretion.

7. Refund Process

To request a refund:

1. Submit a refund request via email to support@edupays.in
2. Include your institute name, registered email, invoice number, and reason for refund
3. Our billing team will review your request within 3 business days
4. If approved, refunds will be processed to the original payment method within 7-10 business days
5. You will receive a confirmation email once the refund is initiated

8. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

• Partial months of unused subscription (unless covered by the annual refund policy)
• Third-party integration costs (SMS, email, payment gateway fees)
• Custom development work completed and delivered
• Training and consulting services already rendered
• Domain registration and SSL certificate purchases
• White-label app store fees (Apple App Store, Google Play Store)

9. Dispute Resolution

If you disagree with a refund decision:

• You may escalate to our Head of Customer Success at support@edupays.in
• We will respond to escalations within 5 business days
• If unresolved, disputes shall be subject to the governing law and jurisdiction specified in our Terms of Service

10. Policy Changes

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. For material changes, we will provide notice via email at least 15 days before the changes take effect.

Continued use of our Services after policy changes constitutes acceptance of the revised policy.

11. Contact Us