REFUND & CANCELLATION POLICY

1. Purpose and Scope

This Refund & Cancellation Policy ("Policy") governs cancellation requests, refunds, rescheduling, transfer and deferment of courses, classes, workshops and other paid educational programmes offered by Elevate English Academy, operated by Mr. Sameer Dhamija as sole proprietor ("Academy", "we", "us" or "our").

This Policy applies to paid services purchased through the Academy's website and the applicable Graphy-powered checkout/payment process, or through any other payment or enrolment mechanism expressly authorised by the Academy.

By purchasing or enrolling in a programme, the learner/customer ("Learner", "you" or "your") acknowledges this Policy. Nothing in this Policy is intended to exclude, restrict or waive any right or remedy available to a consumer under applicable law.

2. Eligibility and Age Restriction

The Academy currently offers its paid courses, live classes and related paid educational services only to persons who are 18 years of age or older.

By enrolling, you represent that you are at least 18 years of age.

The Academy may require reasonable age or identity confirmation where necessary for enrolment, payment, refund processing, compliance or fraud prevention.

If an enrolment is accepted contrary to this requirement due to an administrative or technical error, the Academy may cancel the enrolment and process any eligible refund in accordance with this Policy and applicable law.

3. General Principles Applicable to Refunds

Refund eligibility depends upon the type of programme purchased; the applicable cancellation period; whether the programme has commenced; the extent to which digital or educational content has been accessed or consumed; whether downloadable materials have been downloaded; whether individual sessions have been utilised; whether the Academy has cancelled, materially postponed or materially changed the programme; and any other circumstances specifically stated in this Policy.

Where a refund is approved, the refund will ordinarily be calculated with reference to the amount actually paid by the Learner for the relevant enrolment, subject to applicable deductions and the specific provisions of this Policy.

Nothing in this Policy shall be interpreted as excluding a statutory right available to a consumer, limiting a remedy for deficiency in service or unfair trade practice, imposing an unreasonable or disproportionate charge, or preventing a Learner from exercising any right available under applicable law.

4. Recorded / Self-Paced Courses

For recorded or self-paced courses, a Learner may request a refund within 7 calendar days from the date on which access to the relevant course is activated, subject to the conditions of this section.

A refund request made during the 7-calendar-day period will ordinarily be eligible only where the Learner has consumed/accessed not more than 10% of the relevant course content.

For this purpose, course consumption may be assessed using reasonably available platform records, including video/content access, viewing or completion information. The Academy will consider the available platform data reasonably and in good faith.

Where downloadable course materials have been made available and have been downloaded by the Learner, the purchase will ordinarily become non-refundable to the extent permitted by applicable law because the digital material has been delivered and made available for use.

This restriction will not apply where the downloaded material is materially defective, inaccessible or technically unusable, incorrectly supplied, or materially different from what was represented, and the issue cannot reasonably be corrected, replaced or otherwise remedied by the Academy.

After expiry of the 7-calendar-day period, refunds for recorded/self-paced courses will ordinarily not be available except where the Academy expressly agrees otherwise, the service is materially deficient and the issue cannot reasonably be remedied, or a refund is otherwise required under applicable law.

5. Live Cohort Courses

A Learner who cancels a live cohort enrolment at least 48 hours before the scheduled commencement of the cohort will ordinarily be eligible for a full refund, subject to any lawful and expressly disclosed deduction permitted under this Policy.

Where cancellation is requested less than 48 hours before commencement, the Academy may consider a refund, transfer or deferment depending upon the circumstances and availability of the relevant cohort.

A Learner may request a refund after the first class, but any refund will ordinarily be calculated proportionately with reference to the classes/content already delivered or utilised.

A refund will ordinarily not be available after the second scheduled class, except where the Academy agrees otherwise, there is a material deficiency in service which cannot reasonably be remedied, the Academy materially cancels, changes or fails to provide the contracted programme, or a refund is otherwise required under applicable law.

Where appropriate, the Academy may offer transfer or deferment instead of a refund in accordance with Section 9.

6. One-to-One Classes

For one-to-one sessions, the Learner should provide at least 24 hours' prior notice for cancellation or rescheduling.

Where timely notice is provided, the Learner will ordinarily be entitled to one rescheduling without additional charge, subject to trainer and scheduling availability.

Where a Learner cancels with less than 24 hours' notice or fails to attend a scheduled one-to-one session without prior notice, the session may ordinarily be treated as utilised.

The Academy may, at its reasonable discretion, consider an exception for genuine emergencies or circumstances beyond the Learner's reasonable control.

Where unused prepaid one-to-one sessions are otherwise eligible for refund, the Academy may provide a proportionate refund for the unused sessions, subject to this Policy and applicable law.

7. Workshops and Short Programmes

For workshops and short-duration programmes, a cancellation request made at least 48 hours before commencement will ordinarily qualify for a full refund.

Once the workshop or short programme has commenced, refunds will ordinarily not be available.

However, the Academy may, depending upon the circumstances, offer transfer to a rescheduled programme, participation in an equivalent programme, or another reasonable remedy.

Where the Academy cancels the programme or materially fails to provide the promised service, the Learner will be entitled to the applicable remedy under Section 10.

8. Refunds Relating to Downloadable or Digital Materials

Digital or downloadable materials may be supplied as part of a course or programme.

Once such materials have been downloaded or otherwise made available for access, the corresponding purchase will ordinarily be non-refundable, subject to applicable law.

This restriction will not apply where the material is materially defective, cannot reasonably be accessed or used, the wrong material has been supplied, the material materially differs from the description or representation made at the time of purchase, or the Academy is unable to reasonably correct, replace or otherwise remedy the issue.

The Academy will make reasonable efforts to correct access or content issues before processing a refund where correction or replacement is a reasonable solution.

9. Transfer and Deferment

The Academy may permit one transfer of an enrolment to another eligible cohort or programme, subject to availability and the terms applicable to the receiving programme.

The Academy may permit one deferment for up to 6 months, subject to availability and the applicable programme conditions.

A transfer or deferment request should ordinarily be made before the second scheduled class of the relevant programme. Requests made later may be considered at the Academy's discretion depending upon the circumstances.

No initial transfer or deferment fee will ordinarily be charged. Where the receiving programme has a higher price, the Learner may be required to pay the applicable price difference before transfer/deferment is confirmed.

Unless the Academy expressly agrees otherwise, an enrolment transferred or deferred under this Policy will not ordinarily be eligible for another transfer or deferment.

10. Cancellation, Rescheduling or Material Change by the Academy

If the Academy cancels an entire programme and does not provide a suitable replacement, the affected Learner will ordinarily be entitled to a full refund of the amount paid for the cancelled programme.

If an individual live class is cancelled by the Academy, the Academy will ordinarily provide a replacement/rescheduled session or, where a replacement is not reasonably possible, an appropriate proportionate refund.

Where the Academy materially postpones a programme, makes a material change to the programme, changes the instructor in circumstances that materially affect the contracted service, or cancels a programme because of insufficient enrolment or another Academy-side reason, the Academy will, as appropriate, offer transfer, deferment, a suitable replacement arrangement, or a proportionate/full refund depending upon the circumstances and services already provided.

Where repeated Academy-side technical or service disruptions materially interfere with the Learner's ability to receive the contracted service, the Academy will first make reasonable efforts to provide a suitable remedial solution. If the material disruption cannot reasonably be remedied, an appropriate proportionate refund may be considered.

11. Discounts, Promotions and Bundled Purchases

Where a course or programme was purchased using a promotional discount, coupon, special offer or bundle price, any refund will ordinarily be calculated with reference to the actual amount paid.

For bundled purchases, the Academy may reasonably determine the value attributable to the relevant component(s) for calculating any applicable refund, taking into account the standalone value of the components and the benefit already received.

The Academy will not apply an arbitrary administrative deduction merely because a promotional discount or bundle was used.

12. Refund Deductions

Where a refund is otherwise due, the Academy will not ordinarily impose a separate fixed administrative charge.

A deduction may be made only where it is actually incurred by the Academy, non-refundable to the Academy, reasonably connected with the transaction, and applicable to the Learner's transaction and disclosed where required.

This may include an actually incurred, non-refundable payment-gateway charge, where applicable.

No arbitrary platform, technology, processing or administrative deduction will be imposed merely for processing a refund unless such charge is specifically disclosed and legally permissible.

Any applicable tax treatment will be determined in accordance with the law applicable to the transaction at the relevant time.

13. Instalments and EMI

The Academy does not currently provide its own instalment or EMI facility.

If third-party EMI or instalment facilities are introduced in the future, the applicable terms, fees, cancellation conditions and refund mechanisms of the relevant payment/financial service provider may apply in addition to this Policy.

The Academy will not represent a third-party EMI facility as an Academy-provided instalment facility.

14. Duplicate Payments and Failed Transactions

If a Learner is charged more than once for the same transaction due to a duplicate payment, the duplicate amount will be refunded after reasonable verification.

Where payment has been deducted but the enrolment has not been successfully activated, the Academy will verify the transaction. Where activation can reasonably be completed, the Academy may activate the relevant enrolment. Where activation cannot reasonably be completed, the applicable amount will be refunded after verification.

15. Chargebacks and Payment Disputes

Learners are encouraged to contact the Academy before initiating a payment chargeback where a concern relates to an enrolment, refund or service issue, so that the Academy has a reasonable opportunity to investigate and resolve the matter.

Where a chargeback or payment dispute is initiated, the Academy may temporarily restrict or suspend access to the disputed service to the extent reasonably necessary to protect the integrity of the transaction.

The Academy may provide relevant transaction, enrolment, attendance, access and communication records to the applicable payment service provider or financial institution for dispute resolution, subject to applicable law and privacy obligations.

The Academy will comply with the applicable decision, determination or process of the payment provider, financial institution or competent authority.

Nothing in this section prevents a Learner from exercising any statutory or legal right available to them.

16. Refund Request Procedure

A Learner seeking a refund should contact the Academy using the official contact details provided in this Policy.

Where reasonably possible, the request should include the Learner's full name; registered email address/mobile number; course or programme name; date of purchase/enrolment; transaction/order/reference details; reason for the refund request; and supporting information reasonably relevant to the request.

The Academy may request additional information where necessary to verify the transaction, determine eligibility or prevent fraud or unauthorised refund requests.

A refund request will not be rejected merely because a Learner is unable to provide information that is not reasonably necessary for verification.

17. Refund Processing Timelines

• Acknowledgement of refund/grievance request: Within 2 working days.
• Request for missing information, where required: Within 3 working days after acknowledgement.
• Refund decision after receipt of complete information: Within 7 working days.
• Initiation of approved refund: Within 3 working days after approval.
• Expected credit to Learner's payment method: Ordinarily 5--10 working days after initiation, subject to the payment provider/bank.

These are internal processing targets and may be affected by circumstances beyond the Academy's reasonable control, including payment gateway, banking or financial-institution processing times. Where a shorter period is required under applicable law, the applicable legal requirement will prevail.

18. Refund Method

Approved refunds will ordinarily be processed through the original payment method or payment channel used for the transaction, subject to the capabilities and procedures of the relevant payment gateway or financial institution.

The Academy may request reasonable information necessary to process a refund securely.

Refunds will not ordinarily be made to an unrelated third-party account unless required or permitted by applicable law and reasonably verified by the Academy.

19. International Payments

International payments are not currently enabled under the Academy's existing Graphy plan/payment configuration.

If international payment facilities are introduced in the future, the Academy will update its applicable payment, refund, currency-conversion and related disclosures as necessary.

Where a refund relates to an international transaction, the amount actually credited may be affected by the applicable payment provider's currency-conversion, banking or transaction-processing mechanisms, subject to applicable law.

20. GST and Taxes

As of the Effective Date of this Policy, the Academy has confirmed that it is not presently registered under GST and does not currently publish a GSTIN.

The Academy's current Graphy checkout configuration reflects "No Tax" based on the Academy's current tax-registration position.

Tax treatment may change if the Academy becomes liable for or registers under GST or another applicable tax regime.

If the Academy's tax status changes, it may update its website, invoices/receipts, checkout disclosures and this Policy as applicable.

Nothing in this Policy shall be construed as tax advice or as determining the Academy's tax liability independently of applicable law.

21. Grievance and Refund Contact

For refund requests, complaints or grievances relating to payments, cancellations, access or services covered by this Policy, the Learner may contact Mr. Sameer Dhamija, Founder & Lead Trainer, Elevate English Academy, at sameer@elevateenglishacademy.in or +91 98182 48493.

The Academy will endeavour to acknowledge a grievance within 2 working days and endeavour to resolve it within 15 working days, subject to the nature and complexity of the matter and receipt of information reasonably necessary for resolution.

The 15-working-day period is an internal service target and does not restrict any shorter statutory period or any legal remedy available to the Learner.

22. Fraud, Misuse and Unauthorised Transactions

The Academy may investigate transactions where there are reasonable grounds to suspect payment fraud, unauthorised use of a payment method, identity misuse, duplicate or manipulated refund requests, misuse of promotional offers, or other unlawful or fraudulent activity.

Where reasonably necessary, refund processing may be temporarily paused while the transaction is verified.

Any action taken under this section will remain subject to applicable law and will not be used to unfairly deny a legitimate consumer refund.

23. Exceptional Circumstances

The Academy may consider reasonable exceptions to this Policy where circumstances warrant, including genuine emergencies, serious technical failures, material service deficiencies or other circumstances beyond the Learner's reasonable control.

An exception granted in one case does not automatically create a right to the same exception in another case.

Any discretionary decision will be made reasonably and consistently with applicable law.

24. No Unreasonable Restriction of Consumer Rights

This Policy is intended to provide clear and predictable refund and cancellation arrangements.

No provision of this Policy shall be interpreted as authorising the Academy to impose an unreasonable or disproportionate charge, retain amounts for services not provided where a refund is legally due, prevent a consumer from pursuing a lawful remedy, contract out of a mandatory statutory protection, or rely on a cancellation or refund restriction where the Academy has materially failed to provide the contracted service.

In the event of any conflict between this Policy and a mandatory provision of applicable law, the mandatory legal provision will prevail.

25. Amendments to this Policy

The Academy may update this Policy from time to time to reflect changes in its courses or services, payment methods, refund or cancellation procedures, tax or regulatory requirements, or other legitimate operational or legal requirements.

The version applicable to a particular purchase will ordinarily be the version in force at the time of that purchase, unless a later change is required by law or expressly made applicable to existing transactions.

The Academy will endeavour to maintain the latest version of this Policy on its website.

26. Relationship with Terms & Conditions

This Policy should be read together with the Academy's Terms & Conditions and Privacy Policy.

In case of an inconsistency specifically concerning refund, cancellation, transfer, deferment or refund processing, this Policy will govern those matters, subject to applicable law.

Nothing in this Policy limits obligations or rights arising under the Terms & Conditions, Privacy Policy or applicable law.

27. Severability

If any provision of this Policy is determined to be invalid, unlawful or unenforceable, that provision shall be interpreted or modified to the minimum extent necessary to make it lawful and enforceable, where legally permissible.

The remaining provisions will continue to operate to the extent permitted by law.

28. Governing Law and Legal Rights

This Policy shall be governed by the laws applicable in India.

Nothing in this Policy prevents a Learner from approaching any court, consumer commission, regulatory authority or other competent forum having jurisdiction under applicable law.

29. Contact Information

Elevate English Academy
Operated by: Mr. Sameer Dhamija, Sole Proprietor
Email: sameer@elevateenglishacademy.in
Phone: +91 98182 48493
Principal Business Address: Plot-103, Keshav Majestic, Sunrakh Road, Near Indian Public School, Vrindavan, Mathura – 281121, Uttar Pradesh, India.

END OF REFUND & CANCELLATION POLICY