Refund and Cancellation Policy

1Our Commitment to Parents

At Spellzee, we understand that every child learns differently. We want parents to feel confident that they are choosing a learning programme that suits their child's needs, learning level and expectations.

If you are dissatisfied with your child's learning experience, we encourage you to contact us. Our team will review your concern, examine the relevant class and support records, and work towards a fair resolution.

Where a refund is justified under this policy, Spellzee will process it transparently and within the stated timelines, subject to applicable law.

This policy explains when a refund may be requested, how the refund amount is calculated, what information is required, and how parents can escalate unresolved concerns.

2Scope of This Policy

This policy applies to eligible paid courses, learning programmes, subscriptions and class packages purchased directly from Spellzee through its authorised payment channels.

The specific fee, number of sessions, course validity, payment frequency, included benefits and applicable refund terms will be communicated at the time of enrolment.

If a particular offer, course or promotional package has additional refund conditions, those conditions will be disclosed before payment. In the event of a conflict, the applicable law will prevail.

Nothing in this policy limits any non-waivable rights a parent or customer may have under applicable consumer protection or other laws.

3Seven-Day Initial Refund Request Window

A parent or authorised guardian may submit an initial refund request within 7 calendar days from the first scheduled paid class or the date of enrolment, whichever is later.

This period is intended to give the family an opportunity to experience the programme and assess whether the learning format is appropriate for the child.

During this period, parents may raise concerns regarding:

• The suitability of the programme for the child's learning level.
• The teaching approach, pace or class experience.
• A material difference between the programme represented before payment and the service delivered.
• Repeated scheduling difficulties or service-delivery problems.
• Other genuine concerns affecting the child's ability to benefit from the programme.

A refund request will be reviewed individually. Submitting a request within the seven-day window does not automatically guarantee a full refund; the amount, if any, will be determined under the calculation rules below.

Parents should contact us promptly if a problem arises so that we have a reasonable opportunity to investigate and address it.

Important: A request made within the seven-day window will not be rejected merely because the parent has raised a genuine service-quality concern or because the child has attended an initial class.

4Our Satisfaction Review Process

When a parent expresses dissatisfaction, Spellzee will follow a structured review process.

Step 1: Understand the concern

Our support team will acknowledge the complaint and record the parent's concerns. We may ask for relevant details, such as the course enrolled in, the child's registered account, the dates of affected classes and the outcome the parent is seeking.

Step 2: Review the learning experience

Where relevant, Spellzee may review:

• Class attendance and scheduling records.
• Feedback shared by the parent or child.
• Available session-quality or learning-progress records.
• The programme details communicated during enrolment.
• Any documented service-delivery issue.
• Previous attempts to resolve the concern.

Any review of recordings or student information will be conducted in accordance with our Privacy Policy and applicable law.

Step 3: Offer an appropriate resolution

Depending on the circumstances, Spellzee may offer one or more of the following:

• A discussion with the parent to understand the concern.
• A learning-progress review and recommendations.
• An appropriate class or schedule adjustment.
• A change of educator, where feasible and appropriate.
• Additional academic guidance or a reasonable corrective intervention.
• A suitable course alternative, where mutually agreed.
• A refund where the request qualifies under this policy.

Parents are welcome to consider a proposed improvement plan. However, they are not required to accept an alternative course or service credit instead of a refund to which they are otherwise entitled.

Step 4: Communicate the decision

Spellzee will ordinarily communicate its decision within 5 business days after receiving the information reasonably required to assess the request.

If a case requires additional investigation, we will inform the parent of the reason for the delay and provide an expected update date.

A refund decision will explain the approved amount or, if the request is declined, the principal reason for the decision and the available escalation process.

5Refund Eligibility After the Initial Window

After the initial seven-day period, a refund may still be considered in appropriate circumstances, including:

• Spellzee has materially failed to deliver the paid service.
• A significant service disruption attributable to Spellzee prevents the agreed programme from being delivered.
• A material mismatch exists between the service promised at enrolment and the service provided.
• Spellzee is unable to provide the agreed service and cannot offer a reasonable alternative.
• Exceptional circumstances warrant a review under applicable law or a fair, documented exception.

For eligible cases, the refundable amount will generally be calculated on a pro-rata basis for the undelivered portion of the programme, subject to the terms of enrolment and applicable law.

The following circumstances do not automatically establish refund eligibility after the initial window:

• A change in the family's preferred schedule.
• A change of personal plans or relocation.
• A child choosing not to attend classes despite the service being available.
• A parent changing their mind after substantial use of the programme.
• A preference for a different teaching style that was not represented as a specific contractual feature.

These factors will be assessed alongside the actual service delivered, any commitments made at enrolment, the reason for discontinuation and applicable consumer rights. They will not override a refund entitlement required by law.

6How We Calculate a Refund

Spellzee will provide a clear calculation before processing an approved refund.

For a prepaid package with a defined number of sessions, the general calculation is:

Refundable amount = Amount paid − Value of sessions delivered − Permitted, disclosed, non-recoverable charges, if applicable.

The value of sessions delivered will ordinarily be calculated using the package's applicable per-session rate. Where the package includes separately priced components, bundled benefits or a discount, the calculation will use the pricing and allocation disclosed at enrolment.

For monthly subscriptions, the calculation will take account of the billing period, services already delivered, any unused prepaid period and the subscription terms disclosed before purchase.

The following safeguards apply:

1. Spellzee will not invent a deduction or impose a new cancellation fee after enrolment.
2. No arbitrary percentage-based administration charge will be deducted unless a specific charge was clearly disclosed before payment, is lawful and is applicable to the transaction.
3. Taxes, gateway charges or third-party charges will be treated in accordance with applicable law and the actual transaction. A charge will not be deducted simply by labelling it non-refundable.
4. Discounts and promotional benefits will be considered according to the offer terms disclosed before purchase.
5. A free bonus class, promotional credit or other benefit that was never paid for has no independent cash value unless the offer terms or applicable law provide otherwise.
6. A parent will receive an itemised calculation for an approved refund.

Illustrative example

If a parent paid ₹6,000 for a package of 12 equally valued sessions and 3 sessions have been delivered, the illustrative value of the unused 9 sessions is ₹4,500.

This is an example only. The actual refund depends on the package terms, the value of services delivered and any lawful, previously disclosed deductions that apply.

7Classes, Attendance and Rescheduling

For refund calculations, the following principles generally apply:

• A class that was delivered counts as a delivered session, even if the parent later decides not to continue.
• A class missed by the child without the required cancellation notice may be treated according to the rescheduling rules disclosed at enrolment.
• A class cancelled by Spellzee and not rescheduled or otherwise made good will not be treated as a delivered class for refund purposes.
• If a class was materially disrupted because of a verified technical or service issue attributable to Spellzee, we will assess whether a replacement class, credit or refund is appropriate.
• If a class is rescheduled by mutual agreement and subsequently delivered, it will count as delivered.
• A disputed attendance entry may be reviewed against available scheduling and session records.

The applicable course or enrolment terms will specify the relevant notice period and rescheduling arrangements. This policy does not create an unlimited entitlement to reschedule missed classes.

8Monthly Subscriptions and Future Payments

Where a programme is offered on a recurring subscription basis:

• Parents may request cancellation of future renewals through the authorised support channel.
• Cancellation will ordinarily prevent the next renewal if requested before the applicable billing cut-off disclosed at enrolment.
• Cancellation does not automatically reverse a payment already collected for a period or service that has commenced.
• Any refund for the unused portion of a prepaid subscription will be assessed under the applicable enrolment terms, this policy and applicable law.
• Where a recurring payment is scheduled after cancellation has been validly completed, the parent may request a review and reversal of an erroneous charge.
• Parents remain responsible for instalments or financing obligations that are independently owed to a bank or financing provider, subject to the provider's terms and applicable law.

Spellzee will not represent a subscription as cancelled until the cancellation has been confirmed through the authorised process.

9When a Refund May Be Declined

A refund request may be declined, in whole or in part, where the review establishes that:

• The request falls outside the applicable refund terms and no exceptional or legal entitlement applies.
• The programme has been substantially delivered and the request is based solely on a change of preference.
• The amount claimed relates to classes already delivered or other services already provided.
• The request concerns a promotional benefit that was clearly disclosed as having no cash value.
• The request contains material inconsistencies that remain unresolved after a reasonable opportunity to clarify them.
• The request is supported by evidence of deliberate payment manipulation, impersonation or other material fraud.

A request will not be rejected solely because a parent complained, gave negative feedback, contacted an appropriate consumer authority or exercised a legal right.

If only part of a request is ineligible, Spellzee will assess whether a partial refund is appropriate rather than automatically rejecting the entire claim.

10Misuse, Fraud and Abusive Conduct

Spellzee takes genuine refund requests seriously and also seeks to prevent deliberate misuse. We may investigate suspected duplicate refund claims, falsified payment records, impersonation, repeated attempts to obtain payment reversals for services already delivered, or other material evidence of fraud.

Where appropriate, we may request reasonable verification, preserve relevant records, pause a disputed transaction while it is investigated, or take lawful steps to recover an amount obtained through proven fraud.

A parent will be given a reasonable opportunity to explain a material discrepancy before a final adverse decision, where appropriate.

Abusive, threatening or harassing communication may be redirected to a formal written complaint channel. However, disagreement, a negative review or a legitimate complaint will not, by itself, invalidate an otherwise eligible refund.

11Communication With Spellzee Personnel and Service Circumvention

For reliable class coordination, student safety, payment verification and proper complaint handling, parents should use Spellzee's authorised support and scheduling channels for matters concerning enrolment, payments, rescheduling, refunds and formal service complaints.

Parents must not:

• Solicit or arrange unauthorised private paid classes by using confidential contact details, internal schedules or other non-public information obtained through Spellzee.
• Attempt to bypass Spellzee's enrolment, billing or service arrangements by using information obtained through the programme to obtain substantially the same paid services outside the agreed arrangement.
• Encourage personnel to disclose another family's personal information, confidential business information or restricted learning materials.
• Offer or accept undisclosed payments in exchange for bypassing agreed service arrangements.
• Misrepresent a private arrangement as an authorised Spellzee service.

Nothing in this section prohibits ordinary, appropriate communication necessary for a class, reasonable academic discussion, a parent's safety concern, or a lawful report to an authority.

Where credible evidence of material circumvention or misconduct exists, Spellzee may investigate, restrict the relevant unauthorised access, suspend or terminate the affected service where justified, and pursue appropriate legal remedies. A breach of this section does not automatically cancel a parent's statutory rights or forfeit every possible refund. Any effect on an account, service or refund will be assessed individually, in proportion to the established breach and in accordance with applicable law.

12How to Request a Refund

Refund requests must be submitted by the registered parent or authorised guardian.

Email: info@spellzee.in · Subject line: Refund Request – [Registered Parent Name] – [Registered Phone Number]

Please include:

1. Parent or guardian's full name.
2. Registered mobile number and email address.
3. Child's registered name.
4. Course or programme name.
5. Date of enrolment and payment.
6. Order number, receipt or other payment reference, if available.
7. A clear description of the concern and the reason for requesting a refund.
8. Relevant class dates or previous complaint reference, if applicable.
9. The resolution requested.

Please do not email passwords, full card numbers, OTPs or other unnecessary sensitive financial information.

If additional verification is necessary, Spellzee will explain what is needed and why.

Refund process

Step 1: Send the request to the email address above.

Step 2: Spellzee acknowledges the request, ordinarily within 2 business days.

Step 3: The support team reviews the concern and any relevant service records.

Step 4: Spellzee communicates the decision, ordinarily within 5 business days after receiving the necessary information.

Step 5: If approved, the refund is initiated through the original payment method, wherever feasible.

Step 6: Spellzee sends a confirmation or transaction reference when available.

13Refund Processing Timeline

Once a refund is approved and the required verification is complete, Spellzee will ordinarily initiate it within 10 business days.

The actual time for the funds to appear in the parent's account may depend on the bank, card issuer, payment gateway or other payment provider.

If a refund is delayed beyond the expected timeline, parents may contact us with their refund reference for an update.

A delay by a third-party payment provider will not prevent Spellzee from providing the status and transaction details available to us.

14Refund Method and Verification

Refunds will generally be returned to the original payment method used for the purchase.

If the original payment method is unavailable or a legitimate exception requires another method, Spellzee may request reasonable verification and use an alternative lawful method.

We will not ask a parent to disclose an OTP, PIN, password or full card security details to process a refund.

Spellzee may request proof of payment, account ownership or authorisation to prevent unauthorised refund requests. Any additional personal information will be handled in accordance with our Privacy Policy.

15Course Transfers and Alternative Resolutions

Where appropriate, Spellzee may offer a course transfer, schedule adjustment or credit for future learning as an alternative to a cash refund.

Such alternatives will be voluntary and must be clearly explained to the parent. They will not replace a refund that is legally required or otherwise approved unless the parent agrees to the alternative.

Any course credit will have its amount, validity period, eligible uses and restrictions disclosed in writing before the parent accepts it.

16Escalation of Unresolved Refund Requests

If a parent is dissatisfied with the initial refund decision, they may request a review by replying to the existing email thread and writing “Refund Escalation” in the subject line. The escalation should include the original request reference, the decision received and the reason the parent believes the decision should be reconsidered.

A senior representative will ordinarily review the escalation and respond within 7 business days, or communicate a revised timeline if additional investigation is necessary.

Parents retain the right to pursue remedies available under applicable law, including through an appropriate consumer grievance mechanism.

17Policy Changes

Spellzee may revise this policy to reflect changes in its programmes, operations or applicable law.

The version applicable to an enrolment will ordinarily be the version disclosed and accepted at the time of purchase, subject to applicable law. A later change will not be used to retrospectively remove a refund entitlement already established.

The current version will be published on Spellzee's website.

18Contact Information

Spellzee Edutech Solutions Private Limited · Website: spellzee.in · Email: info@spellzee.in · WhatsApp chat support: +91 82487 51351 · Support hours: Monday to Saturday, 11:00 AM to 9:00 PM IST · Address: 01FA, First Floor, IIT Madras Research Park, Kanagam Road, Taramani, Chennai 600113.

For a refund or cancellation query, please use the email process above so that the request can be formally recorded and tracked.