Cancellation and Refunds
As a general rule, digital content that has been activated or accessed is not eligible for cancellation or refund, subject always to any mandatory rights provided under applicable law. Refund requests shall be considered on an exceptional basis in the following circumstances:
| Situation | Remedy |
|---|---|
| Duplicate payment | The excess amount shall be refunded following verification. |
| Service not activated despite successful payment | The Platform shall activate the service or, where activation cannot be completed within a reasonable period for reasons not attributable to the user, issue a refund. |
| Material technical fault preventing access due to the Platform | The Platform shall provide a technical solution or an appropriate alternative service. If the issue cannot be resolved, a refund shall be made for the affected portion of the service. |
| Service cancelled by Classvera | An equivalent replacement service or a refund for the undelivered portion shall be provided. |
| Teacher absent and no suitable replacement available | The Platform shall offer rescheduling, account credit, or a refund for the affected class. |
- Refund requests must be submitted within seven (7) days of the payment date or the event giving rise to the request, whichever is later, through the Platform's official communication channels, together with the transaction reference, proof of payment, and a description of the issue.
- Requests are ordinarily reviewed within three (3) to five (5) Business Days. Where a refund is approved, it will normally be processed within seven (7) to fourteen (14) Business Days to the original payment method. The time required for the refunded amount to appear may vary depending on the user's bank or payment provider.
- Refunds shall not be granted where the request arises solely from:
- a change of mind after access to the content has commenced
- failure to achieve an expected academic outcome
- failure to read the service description
- the student's absence
- problems relating to the student's own device or internet connection
- account sharing
- a breach of these Terms
- Promotional offers and discounts shall not affect any refund rights required by law or where the Platform fails to provide the purchased service. In all other cases, the published terms of the relevant promotion shall apply.
- The Platform shall not be responsible for bank charges arising from a refund unless the refund results directly from an error on the part of the Platform or applicable law requires otherwise.