Refund Policy - Jawabwala for Institutes

This Refund Policy outlines the terms and conditions for refunds related to subscriptions to Jawabwala, an AI-powered education platform operated by Opinionated Panda Private Limited.

This policy applies to institutional subscriptions purchased directly from us. If you purchased through a third-party reseller, their refund policy may apply instead.

2. Subscription Model

Jawabwala operates on an institutional subscription model:

• Educational institutions purchase annual subscriptions
• Pricing is based on institution size, user count, and features
• Subscriptions provide access for authorized administrators, teachers, and students

Individual users do not directly purchase subscriptions; access is provided through institutional memberships.

3. Refund Eligibility

3.1 Free Trial Period

If we offer a free trial:

• No charges are made during the trial period
• You may cancel before the trial ends without any charges
• Once the trial ends and payment is processed, regular refund terms apply

3.2 Cooling-Off Period (7 Days)

Institutions may request a full refund within 7 days of initial subscription purchase if:

• The service has not been substantially used (less than 5% of user licenses activated)
• No significant data has been uploaded or created
• The institution determines the service does not meet their needs

To request a cooling-off period refund:

1. Email help@jawabwala.com with subject "Refund Request - Cooling Off Period"
2. Include your institution name and subscription details
3. Provide reason for refund request
4. Refunds will be processed within 14 business days

3.3 Service Issues

We may provide prorated refunds if:

• Our service experiences extended downtime (more than 48 consecutive hours)
• Critical features are unavailable for extended periods
• We materially fail to deliver promised services

Service issue refunds are evaluated on a case-by-case basis and require:

• Documentation of the issue
• Evidence that the issue was reported to our support team
• Demonstration that the issue materially affected service value

4. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

4.1 Subscription Renewals

Annual subscription renewals are non-refundable after the renewal date. Institutions will receive 30 days' advance notice before renewal. Subscriptions can be cancelled before renewal to avoid charges.

4.2 Partial Subscription Periods

We do not provide prorated refunds for partial subscription periods. If you cancel mid-subscription, you retain access until the subscription period ends. No refund will be provided for the unused portion of the subscription.

4.3 Change of Mind (After Cooling-Off Period)

After the 7-day cooling-off period, refunds for change of mind are not provided. Institutions should evaluate the service during the trial or cooling-off period.

4.4 Violation of Terms

Accounts terminated for Terms of Service violations are not eligible for refunds. This includes but is not limited to: misuse, abuse, fraudulent activity, or policy violations.

4.5 Third-Party Services

Charges from third-party services integrated with Jawabwala (e.g., payment processors) are non-refundable. Third-party fees, taxes, or transaction charges are also non-refundable.

4.6 User Error

Refunds are not provided for incorrect account setup or configuration, failure to use the service, or lack of user training or adoption. We provide comprehensive onboarding support to help institutions get started.

4.7 Technical Compatibility

Refunds are not provided for issues arising from your institution's own technical infrastructure, internet connectivity problems, or incompatible devices or browsers (within our reasonable, documented requirements).

5. Subscription Cancellation

5.1 How to Cancel

To cancel your institutional subscription:

1. Email help@jawabwala.com with subject "Subscription Cancellation"
2. Include institution name, subscription details, and desired cancellation date
3. We will confirm cancellation within 2 business days

5.2 Effect of Cancellation

• Access continues until the end of the current subscription period
• No charges will be made for the next subscription period
• Data will be available for download for 30 days after subscription ends
• After 30 days, data may be deleted according to our data retention policy

5.3 Cancellation vs. Refund

Cancellation prevents future charges but does not provide refunds for current subscription periods, except during the cooling-off period or in cases of service issues.

6. Refund Process

6.1 How to Request a Refund

To request a refund:

1. Email help@jawabwala.com with subject "Refund Request"
2. Include:
   • Institution name and contact information
   • Subscription details and purchase date
   • Reason for refund request
   • Any supporting documentation
3. We will respond within 3 business days

6.2 Refund Review

Our team will review your request and:

• Verify eligibility based on this policy
• Request additional information if needed
• Approve or deny the request with explanation
• Response will be provided within 7 business days

6.3 Refund Processing

If approved:

• Refunds are processed to the original payment method
• Processing time: 7-14 business days from approval
• Bank processing may take additional 5-10 business days
• You will receive confirmation once the refund is processed

6.4 Partial Refunds

In some cases, we may offer partial refunds:

• Prorated refunds for significant service issues
• Negotiated settlements for unique circumstances
• Partial refunds based on usage or time elapsed

7. Downgrades and Upgrades

7.1 Subscription Upgrades

• Institutions can upgrade subscriptions at any time
• Additional charges are prorated for the current subscription period
• New tier takes effect immediately upon payment

7.2 Subscription Downgrades

• Institutions can request downgrades at any time
• Downgrades take effect at the next renewal date
• No refunds are provided for the current subscription period
• Features from higher tier remain available until downgrade takes effect

8. Payment Disputes and Chargebacks

8.1 Contact Us First

Before filing a chargeback with your bank:

• Contact us at help@jawabwala.com to resolve the issue
• Most issues can be resolved quickly through direct communication
• Chargebacks may result in service suspension and account termination

8.2 Chargeback Consequences

If you file a chargeback:

• Your access may be immediately suspended
• We may pursue the dispute with the payment processor
• You may be responsible for chargeback fees
• Proven fraudulent chargebacks may result in permanent account termination

9. Special Circumstances

9.1 Service Discontinuation

If we decide to discontinue Jawabwala:

• We will provide 90 days' advance notice
• Prorated refunds will be provided for any unused subscription period
• Data export tools will be made available

9.2 Force Majeure

In cases of events beyond our control (natural disasters, pandemics, war, etc.):

• We will make reasonable efforts to maintain service
• Extended service disruptions may result in prorated refunds
• We are not liable for refunds if we cannot control the situation

9.3 Custom Agreements

Institutions with custom enterprise agreements may have different refund terms as specified in their contracts. Custom agreements take precedence over this general policy.

10. Regional Variations

10.1 Indian Institutions

For institutions based in India:

• All prices are in Indian Rupees (INR)
• Applicable GST is added to subscription fees
• GST is non-refundable except as required by law
• Consumer protection laws in India apply

10.2 International Institutions

For institutions outside India:

• Currency and tax treatment as specified in agreement
• Local consumer protection laws may provide additional rights
• International wire transfer fees may be deducted from refunds

11. Exceptions and Discretion

11.1 Exceptional Circumstances

We reserve the right to provide refunds outside this policy in exceptional cases:

• Compassionate grounds (e.g., institution closure, financial hardship)
• Technical issues we cannot resolve
• Errors in billing or subscription management

11.2 Management Discretion

Final refund decisions rest with Opinionated Panda Private Limited management. We may:

• Approve exceptions to this policy
• Offer alternatives to refunds (e.g., service credits, extensions)
• Negotiate custom solutions for unique situations

12. Policy Updates

12.1 Changes to This Policy

We may update this Refund Policy:

• Changes will be posted on our website
• Material changes will be notified via email to active subscribers
• Changes apply to subscriptions purchased after the update date
• Existing subscriptions are governed by the policy in effect at purchase time

12.2 Notification

We will provide 30 days' notice before material policy changes take effect.

13. Dispute Resolution

If you disagree with a refund decision:

1. Request escalation to senior management via email
2. We will review and respond within 7 business days
3. If still unsatisfied, disputes are subject to the resolution terms in our Terms of Service
4. Legal disputes are governed by the laws of India and courts of New Delhi

14. Acknowledgment

By subscribing to Jawabwala, you acknowledge:

• You have read and understood this Refund Policy
• You agree to be bound by its terms
• You understand that subscriptions are generally non-refundable except as specified
• You have evaluated the service during any trial or cooling-off period

This Refund Policy is designed to be fair and transparent. We encourage institutions to thoroughly evaluate our service during trial periods. For questions or exceptional circumstances, please contact us.