1. Scope of this Policy
This Refund & Cancellation Policy applies to self-serve and directly purchased Maskeen Edutech subscriptions, onboarding, data migration, training, add-ons, and related services unless an accepted proposal, order form, invoice, or written agreement states different terms.
Maskeen Edutech is primarily supplied as business software to schools, pre-schools, colleges, coaching centres, trusts, societies, groups, and similar Institutions. Refund requests must be made by an authorised billing or administrative representative of the purchasing Institution.
This Policy should be read with the Terms & Conditions. Rights and remedies that applicable law does not allow the parties to exclude remain unaffected.
2. Subscription billing
Subscription fees are billed in advance for the selected monthly, quarterly, annual, or custom billing period. Charges may depend on Institution type, active-student slab, number of schools, storage, applications, support level, add-ons, and the commercial terms accepted at purchase.
Taxes and authorised usage-based or third-party charges may be shown or billed separately. The Institution is responsible for verifying the plan, student range, billing cycle, renewal date, Institution details, tax information, and total amount before approving a payment.
A successful payment reserves service capacity and starts or renews access for the purchased period. Except where this Policy, an order form, or applicable law provides otherwise, payments are not automatically refundable after that period begins.
3. Demonstrations, trials, and evaluation
Institutions should use the product demonstration, pricing information, plan comparison, and any available trial to evaluate suitability before approving a paid subscription. A demonstration is illustrative and a trial may have limited duration, features, storage, users, or data volume.
Where a free trial is offered, the offer will state its duration and any conversion or expiry terms. A trial does not by itself create a right to refund a later subscription, onboarding engagement, migration, or add-on after the Institution authorises payment.
Production migration, custom configuration, white-label preparation, dedicated infrastructure, and onsite services are not included in a standard trial unless expressly agreed in writing.
4. Cancelling a subscription
An authorised Institution representative may request cancellation through available billing settings or by emailing support@maskeenedutech.com. Cancellation normally stops the next renewal and takes effect at the end of the current paid period unless the applicable order form says otherwise.
To avoid a renewal charge, the request must be received before the renewal date shown in the account, invoice, payment mandate, or order form. Institutions should allow enough time to verify the authorised requester and process the instruction before the provider attempts renewal.
Removing users, reducing active students, deleting a school record, uninstalling an application, disabling an integration, stopping use, or withholding data does not itself cancel the subscription. Cancellation does not waive unpaid amounts or charges already incurred.
5. When a refund may be approved
Each request is reviewed against the payment record, service status, accepted commercial terms, work already completed, third-party costs, and applicable law. Approval is not automatic merely because a request was submitted.
- A duplicate charge for the same Institution, plan, and billing period is verified.
- The charged amount or plan differs from the purchase authorised by the Institution and the error is verified.
- Payment was captured but Maskeen Edutech could not activate the purchased service because of a confirmed error within our control and could not provide a reasonable remedy.
- A refund commitment was expressly included in the accepted order form or written offer and its conditions are satisfied.
- Applicable law requires a full or partial refund that cannot validly be excluded.
- Maskeen Edutech approves an exceptional full or partial refund after reviewing the circumstances; such approval does not create a continuing obligation for other cases.
6. Amounts generally not refundable
Unless an accepted order form or applicable law expressly provides otherwise, the following amounts and circumstances are generally not eligible for cash refund once the relevant period, work, provision, or usage has begun.
- Unused time in a current billing period, reduced usage, school closure days, academic breaks, or a later change in requirements.
- Failure to cancel before renewal, loss of login access caused by the Institution, or non-use after service activation.
- Onboarding, setup, configuration, standard or custom migration, data cleaning, implementation, training, consultation, and onsite work already started or delivered.
- Custom development, integrations, reports, templates, branding, white-label applications, app-store work, custom domains, or dedicated infrastructure already provisioned or committed.
- SMS, WhatsApp, email, payment-gateway, biometric, GPS, transport, map, storage-overage, cloud, device, and other usage or third-party costs already consumed or paid to a provider.
- Bank, payment-gateway, foreign-exchange, government, or tax amounts that were correctly charged and cannot be recovered, except where law requires otherwise.
- Suspension or termination resulting from unlawful use, serious security risk, non-payment, or material breach of the Terms & Conditions.
- Dissatisfaction caused solely by unsupported hardware, internet connectivity, Institution configuration, inaccurate source data, or an independent third-party service.
7. Onboarding, migration, training, and custom work
One-time service charges reserve team capacity and cover discovery, setup, configuration, data preparation, import, validation support, administrator training, customisation, or deployment activities. Once work starts or resources are committed, the amount attributable to completed work and non-cancellable commitments is non-refundable.
If an authorised cancellation request is received before work begins, Maskeen Edutech may approve a refund after deducting any payment-provider cost, tax treatment, third-party commitment, or documented preparation already incurred. The Institution must provide timely, lawful, complete, and correctly formatted source data; delay or rework caused by source data does not create an automatic refund right.
A milestone, acceptance, change-request, or cancellation term in a custom statement of work controls the relevant professional service where it differs from this public Policy.
8. Plan changes, student slabs, and add-ons
Upgrades, additional schools, increased storage, higher active-student slabs, and add-ons may take effect immediately and are charged according to the confirmation shown or accepted. These purchases are generally non-refundable after capacity or access is provisioned.
A downgrade or reduction normally applies from the next renewal. It does not retrospectively change the price of the current billing period. The Institution is responsible for reducing users, schools, storage, data, or feature dependency before the lower plan takes effect.
If an active-student count or other usage measure moves the Institution into another published slab, billing adjustments follow the pricing rule, order form, and notice applicable to that cycle. A correctly applied slab adjustment is not a billing error.
9. Service issues and credits
Before requesting a refund for a technical issue, the Institution should report the problem with enough information for support to reproduce and investigate it. We may provide troubleshooting, correction, workaround, restoration, replacement functionality, extension, or another reasonable remedy depending on the issue.
Routine maintenance, beta features, Institution-side configuration, unsupported devices, local network failure, force-majeure events, and independent provider outages do not normally qualify for refund. Where a written service-level commitment applies, an eligible incident may result in service credit rather than cash refund, according to that agreement.
A service credit is applied to the Institution account and has no cash value unless the applicable agreement or law states otherwise.
10. How to request a billing review
Email support@maskeenedutech.com from an authorised Institution or billing email as soon as the issue is identified. A complete request helps us locate the transaction, verify authority, and assess the applicable terms without avoidable delay.
- Institution and school or organisation name.
- Registered billing email and authorised contact name.
- Invoice, order, subscription, or payment reference.
- Charge date, amount, currency, and payment-status screenshot if relevant.
- A concise explanation of the requested correction or cancellation.
- Supporting correspondence or accepted proposal where different terms were agreed.
Note: Never send a password, OTP, UPI PIN, CVV, complete card number, online-banking credential, private key, or unrelated student document with a billing request.
11. Review, approval, and payment method
We may request reasonable additional information to verify the requester, payment, service status, data migration, delivered work, or third-party cost. We will communicate the outcome and, where approved, the refund amount and method to the authorised contact.
Approved refunds are normally returned to the original payment method where technically and legally possible. If that method is unavailable, an alternative may require additional verification. The payment gateway, bank, card network, or other financial institution controls when an approved amount appears in the account, and its processing time is outside Maskeen Edutech's direct control.
Taxes, credit notes, invoice corrections, and provider fees will be handled according to applicable law and the original transaction. A partial refund may reflect service already delivered, non-refundable work, usage, and costs already committed.
12. Access and data after cancellation
Unless access is suspended for breach, security risk, or unpaid amounts, an Institution may continue using the subscribed Services until the effective cancellation date. The Institution should settle outstanding balances and export records it is required to retain before access ends.
After termination or expiry, access, transition assistance, data return, deletion, backup expiry, and retention follow the purchased plan, Terms & Conditions, Privacy Policy, order form, and applicable law. Cancellation does not require Maskeen Edutech to retain an expired workspace indefinitely or perform custom export or migration work without an agreed scope and charge.
13. Payment disputes and chargebacks
Institutions should contact Maskeen Edutech first about an unrecognised, duplicate, or disputed charge so that we can investigate and attempt a direct resolution. Filing a chargeback does not cancel the subscription or remove amounts validly due under the agreement.
We may provide the payment provider with the invoice, accepted order, service-access history, communications, and other limited evidence reasonably necessary to respond to a payment dispute. Access may be restricted while a fraudulent or unresolved payment reversal is investigated, subject to applicable law.
14. Contract precedence and contact
Enterprise, chain, annual, custom, government, tender, or separately negotiated purchases follow the cancellation, milestone, minimum-commitment, and refund terms in their accepted order form or written agreement. Those terms control to the extent they expressly differ from this Policy.
We may update this Policy for legal, provider, product, or commercial changes. The version in effect when the relevant purchase was accepted applies unless a later version is validly incorporated. Questions, cancellations, and refund-review requests can be sent to support@maskeenedutech.com.