Refund and Cancellation Policy

1. Scope of This Policy

This Policy applies to:

1. Subscription fees paid by Schools for using Classix360.
2. Setup, onboarding, training, implementation, configuration, or customisation charges.
3. Service-linked, bundled, discounted, pilot, promotional, or free access arrangements.
4. Add-on modules, premium features, integrations, communication credits, or support plans.
5. Online fee payment or payment gateway functionality enabled for Schools, Parents, or Guardians.
6. Any other payment made to Skillnest360 for Classix360-related services.

This Policy does not override any specific refund or cancellation terms agreed in a signed agreement, quotation, invoice, service schedule, or written communication. Where such specific terms exist, those terms shall prevail to the extent of conflict.

2. General Refund Principle

Unless expressly stated otherwise in writing, payments made to Skillnest360 are non-refundable once any of the following has occurred:

1. Platform access has been activated.
2. School onboarding has started.
3. Setup, configuration, implementation, or training work has begun.
4. Data migration, user creation, module configuration, or customisation has started.
5. Subscription period has commenced.
6. Services have been delivered fully or partially.
7. Third-party costs, gateway charges, communication credits, hosting, SMS, WhatsApp, email, or integration costs have been incurred.
8. A quotation, invoice, order form, or agreement states that the payment is non-refundable.

Skillnest360 may, at its discretion, provide partial refunds, credits, extensions, or service adjustments in exceptional cases.

3. School Subscription Fees

Where a School pays subscription fees for Classix360:

1. Subscription fees are generally non-refundable after activation or commencement of the subscription period.
2. No refund will be provided for partial usage, non-usage, low usage, user adoption issues, internal School delays, or failure of the School to use available features.
3. If a School cancels during an active subscription period, access may continue until the end of the paid period unless otherwise agreed.
4. Skillnest360 is not required to provide a pro-rata refund for the unused portion of a subscription unless expressly agreed in writing.
5. Renewal payments are non-refundable once the renewed subscription period begins.

If a School believes it has been charged incorrectly, it must raise the issue within 30 days from the invoice date or payment date, whichever is earlier.

Skillnest360 may reject invoice or billing disputes raised after this period unless required otherwise by applicable law or expressly agreed in writing.

4. Setup, Onboarding, Training, and Implementation Charges

Charges for setup, onboarding, implementation, training, data migration, configuration, or customisation are generally non-refundable once work has started.

This is because such work involves time, planning, resource allocation, staff effort, system preparation, and School-specific configuration.

No refund shall be due where implementation is delayed, paused, or affected due to:

1. Delay in providing School data.
2. Incorrect or incomplete data provided by the School.
3. Unavailability of School staff.
4. Delay in approvals from the School.
5. Change in School requirements.
6. Internal decision changes by the School.
7. Dependency on third-party systems, vendors, or service providers.
8. Delay in payment by the School.

Skillnest360 may charge additional fees for rework, repeated training, additional customisation, changes in scope, new data migration, or additional implementation support.

5. Customisation, Integration, and Add-On Services

Payments for custom development, integrations, special reports, premium modules, add-on services, communication packs, custom workflows, or School-specific requirements are non-refundable once work has started or resources have been allocated.

If a customisation or integration is not feasible due to technical, third-party, regulatory, or dependency-related reasons, Skillnest360 may offer one of the following at its discretion:

1. Alternative implementation approach.
2. Service credit.
3. Partial refund for the unworked portion.
4. Adjustment against future services.

Third-party fees, API charges, payment gateway fees, communication charges, SMS/WhatsApp/email credits, hosting, domain, plugin, app store, or vendor charges are non-refundable unless the relevant third-party provider refunds them.

6. Free, Trial, Pilot, Promotional, or Bundled Access

Skillnest360 may provide Classix360 on a free, trial, pilot, promotional, discounted, bundled, or service-linked basis.

Unless expressly agreed in writing:

1. Free or trial access does not create any refund entitlement.
2. Support, storage, usage limits, integrations, communication credits, and features may be limited.
3. If Classix360 is provided free or at discounted pricing as part of a bundled arrangement, continued access may depend on the School continuing with the relevant bundled services.
4. If the School stops using or paying for the linked services, Skillnest360 may revise, restrict, suspend, or convert the Platform access to a paid plan.

Where Skillnest360 intends to convert a free, trial, pilot, promotional, discounted, or bundled access arrangement into a paid plan, Skillnest360 shall provide at least 30 days’ prior written notice to the School, unless:

1. The applicable free, trial, pilot, promotional, discounted, or bundled period has already expired.
2. The School has already agreed to conversion terms in writing.
3. Access is being restricted or suspended due to non-payment, misuse, breach, unlawful activity, security risk, or legal/compliance requirement.
4. A third-party dependency, service, feature, or integration is discontinued or becomes commercially or technically unavailable.

No cash refund shall be due for withdrawal, expiry, discontinuation, or modification of free, trial, pilot, promotional, or bundled access.

7. Parent / Guardian Fee Payments Through the Platform

Where the Platform enables Parents or Guardians to pay School fees or other School-related amounts online, Skillnest360 may act only as a technology facilitator.

Unless expressly stated otherwise in writing:

1. The School is responsible for determining fee amounts, due dates, discounts, concessions, penalties, refunds, waivers, and adjustments.
2. Skillnest360 does not decide whether a School fee paid by a Parent or Guardian should be refunded.
3. Refund requests relating to School fees must be raised with the relevant School.
4. The School is responsible for approving or rejecting refund requests relating to School fees.
5. Skillnest360 may provide technical assistance for refund initiation where the payment gateway supports it and where the School has approved the refund.
6. Refund timelines may depend on the School, payment gateway, bank, UPI provider, card network, or payment service provider.

Skillnest360 shall not be responsible for disputes between Schools and Parents/Guardians regarding fee amounts, duplicate payments, wrong payments, concessions, penalties, refunds, or fee policies.

8. Duplicate Payments, Failed Payments, and Incorrect Payments

If a Parent, Guardian, User, or School believes that a payment was duplicated, failed but debited, incorrectly charged, or wrongly recorded, the issue should be reported promptly.

Users are encouraged to report such issues within 7 to 14 days from the transaction date so that the transaction can be verified with the relevant School, payment gateway, bank, UPI provider, card network, or payment service provider.

The following details may be required:

1. Name of payer.
2. School name.
3. Student name or admission number, if applicable.
4. Payment date and time.
5. Amount paid.
6. Transaction reference number.
7. Payment mode.
8. Screenshot or bank/payment confirmation, if available.
9. Contact details of the payer.

Skillnest360 may coordinate with the relevant School and/or payment gateway to verify the transaction status.

If the payment gateway confirms that a transaction failed and the amount was debited, reversal or refund timelines shall depend on the bank, gateway, UPI provider, card network, or payment service provider.

If a duplicate payment is confirmed and the School approves refund, the refund may be initiated through the payment gateway or adjusted by the School according to its policy.

Requests reported after a long delay may take additional time to verify and may be subject to availability of transaction records, gateway records, bank records, and School approval.

9. Payment Gateway Charges and Third-Party Fees

Payment gateway fees, transaction charges, convenience fees, bank charges, UPI charges, card network charges, settlement charges, refund charges, communication charges, taxes, or third-party service charges may be non-refundable.

Where such charges have already been deducted by third-party providers, Skillnest360 may not be able to refund them unless the relevant provider reverses or refunds such charges.

Refunded amounts, if any, may be net of applicable gateway charges, taxes, bank charges, or third-party fees, unless otherwise required by law or agreed in writing.

10. Refund Timelines

Where Skillnest360 approves a refund directly payable by Skillnest360, we will make reasonable efforts to initiate the refund within 7 to 15 working days from the date of refund approval.

The refund approval date is the date on which Skillnest360 confirms in writing that the refund request has been approved. The refund timeline does not begin from the date of request submission unless the refund is approved on the same date.

Actual credit to the payer’s account may take additional time depending on the bank, card network, UPI provider, wallet, payment gateway, or payment service provider.

Where the refund relates to School fees collected through the Platform, the refund timeline may depend on:

1. School approval.
2. Gateway processing time.
3. Bank or UPI processing time.
4. Settlement status.
5. Availability of funds.
6. Payment mode.
7. Verification of transaction details.

Skillnest360 is not responsible for delays caused by banks, payment gateways, UPI systems, card networks, wallets, or third-party service providers.

11. GST, Taxes, and Credit Notes

Refunds, if any, shall be processed in accordance with applicable GST, tax, accounting, and invoicing laws.

Where GST or any other tax has been charged on an invoice, any refund, adjustment, credit note, or cancellation shall be subject to applicable tax rules, return filing requirements, credit note requirements, accounting treatment, and statutory timelines.

Skillnest360 may issue a credit note, revised invoice, adjustment note, or other tax document where required or appropriate under applicable law.

If taxes, gateway charges, third-party charges, or statutory charges have already been paid, deducted, or reported, the refundable amount may be adjusted accordingly unless otherwise required by law or agreed in writing.

12. Cancellation by the School

A School may request cancellation or discontinuation of Classix360 services by sending a written request to Skillnest360.

Cancellation will be subject to:

1. Applicable agreement terms.
2. Subscription period.
3. Lock-in period, if any.
4. Notice period, if any.
5. Pending dues.
6. Ongoing implementation or customisation work.
7. Third-party commitments.
8. Data export or handover requirements.

Cancellation does not automatically entitle the School to a refund.

Skillnest360 may continue to invoice or collect amounts due for services already delivered, committed, activated, or used before cancellation.

13. Cancellation by Skillnest360

Skillnest360 may suspend, restrict, or cancel access to the Platform in accordance with the Terms and Conditions, applicable agreements, or service terms.

This may happen if:

1. Fees remain unpaid.
2. The School or User violates the Terms and Conditions.
3. There is suspected misuse, fraud, illegal activity, or security risk.
4. The School fails to provide required cooperation, data, approvals, or access.
5. Continued service creates legal, technical, financial, reputational, or operational risk.
6. The relevant service, module, feature, integration, or third-party dependency is discontinued.
7. Required third-party services become unavailable or commercially impractical.

Where cancellation is due to breach, misuse, non-payment, or unlawful conduct by the School or Users, no refund shall be due.

14. Data Export After Cancellation

Upon cancellation, expiry, or termination, the School may request export of available School Data.

Subject to technical feasibility, lawful request, account verification, and settlement of outstanding dues, Skillnest360 may provide available data export in commonly used formats such as CSV, Excel, PDF, or other reasonable formats supported by the Platform.

Unless otherwise agreed in writing, Skillnest360 will make reasonable efforts to provide export within 30 days from receipt of a valid written request.

If there are unpaid dues, Skillnest360 may withhold export, restrict access, or provide limited export until outstanding amounts are cleared, except where prohibited by applicable law.

Skillnest360 is not responsible for exporting data that has been deleted by the School, removed in accordance with retention rules, corrupted due to user action, unavailable due to third-party failure, or not technically captured by the Platform.

15. No Refund for User-Side, School-Side, or Third-Party Issues

Refunds will generally not be provided for issues caused by the following categories:

15.1 Connectivity, Device, or Environment Issues

1. Lack of internet connectivity at the School or User end.
2. Device compatibility issues not caused by Skillnest360.
3. Browser, operating system, mobile device, local network, firewall, or hardware limitations.
4. Failure to install updates or follow technical requirements communicated by Skillnest360.

15.2 School-Side Delays or Internal Decisions

1. Failure to use the Platform after activation.
2. Low adoption by teachers, parents, students, or staff.
3. Internal School decisions or policy changes.
4. Unavailability of School staff for training, onboarding, or implementation.
5. Delay in providing School data, approvals, access, or required information.
6. Incorrect or incomplete data entered or provided by the School.
7. Features not included in the School’s subscribed plan or agreed scope.

15.3 User Error, Misuse, or Access Issues

1. Misuse of login credentials.
2. Incorrect user permissions assigned by the School.
3. Failure to follow instructions, documentation, or onboarding guidance.
4. Unauthorised use, credential sharing, or account misuse.
5. Requests arising from actions of School-authorised users.

15.4 Third-Party Delays or Failures

1. Delays caused by payment gateways, banks, UPI providers, card networks, SMS providers, WhatsApp providers, email providers, hosting providers, internet providers, or other third-party vendors.
2. Changes in third-party pricing, APIs, policies, delivery rules, DLT requirements, or service availability.
3. Failure of third-party systems outside Skillnest360’s reasonable control.

Nothing in this Policy limits any refund, repair, replacement, compensation, or other remedy that cannot be excluded under applicable law.

16. Service Credits or Adjustments

In certain cases, Skillnest360 may offer service credits, subscription extensions, additional support, feature adjustments, or future invoice adjustments instead of cash refunds.

Such credits or adjustments are provided at Skillnest360’s discretion and do not create a general right to refund.

Service credits cannot be transferred, exchanged for cash, or used outside the scope approved by Skillnest360 unless agreed in writing.

17. Chargebacks and Payment Disputes

If a User, Parent, Guardian, or School initiates a chargeback or payment dispute with a bank, card network, UPI provider, payment gateway, or financial institution, Skillnest360 may share relevant transaction records, invoices, usage logs, service records, and communication history with the relevant payment provider or authority to respond to the dispute.

If a chargeback is raised incorrectly or fraudulently, Skillnest360 may suspend access, recover applicable amounts, and take appropriate action in accordance with law and the Terms and Conditions.

For School fee payments, chargeback disputes may also need to be resolved with the relevant School.

18. Statutory Rights

Nothing in this Policy is intended to exclude, restrict, or override any mandatory rights, remedies, or protections available to consumers or users under applicable law, including the Consumer Protection Act, 2019, where applicable.

If any provision of this Policy conflicts with a mandatory legal requirement that cannot be excluded by contract, the mandatory legal requirement shall prevail to the extent of such conflict.

19. How to Request a Refund or Cancellation

Refund or cancellation requests must be submitted in writing using the contact details below:

The request should include:

1. School name.
2. Name and role of the person requesting.
3. Contact number and email address.
4. Invoice number, receipt number, or transaction reference.
5. Payment date and amount.
6. Reason for refund or cancellation request.
7. Supporting documents, screenshots, or transaction proof, where applicable.

Skillnest360 may request additional information to verify and process the request.

20. Changes to This Policy

Skillnest360 may update this Refund and Cancellation Policy from time to time to reflect changes in law, business model, payment processes, platform features, third-party provider terms, or operational requirements.

Updated versions may be published on the website, app, portal, or communicated through other reasonable means.

Continued use of the Platform or services after the updated Policy becomes effective will be treated as acceptance of the updated Policy.

21. Dispute Resolution, Governing Law, and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.

The parties shall first attempt to resolve any dispute, claim, or controversy arising out of or relating to this Policy, payments, refunds, cancellations, or use of the Platform through good-faith discussions.

If the dispute is not resolved within 30 days from the date one party notifies the other party of the dispute, the dispute shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996.

Unless otherwise agreed:

1. The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties.
2. If the parties are unable to mutually appoint a sole arbitrator within 30 days from the date of written request for arbitration, the arbitrator shall be appointed by the High Court of Telangana at Hyderabad, or by such person or institution as the Court may designate, in accordance with the Arbitration and Conciliation Act, 1996.
3. The seat and venue of arbitration shall be Hyderabad, Telangana, India.
4. The language of arbitration shall be English.
5. The arbitral award shall be final and binding on the parties.
6. Each party shall bear its own costs, unless the arbitrator decides otherwise.

Subject to the arbitration clause above and any mandatory rights available under applicable law, the courts located at Hyderabad, Telangana, India shall have jurisdiction over disputes arising out of or relating to this Policy, payments, refunds, cancellations, or use of the Platform.

Nothing in this clause prevents Skillnest360 from seeking urgent injunctive, equitable, interim, or protective relief from a competent court where necessary.