Refund & Cancellation Policy

1. Policy Overview

1.1 Purpose of This Policy

This Refund & Cancellation Policy explains:

• When refunds are and are not available
• How to cancel your subscription
• Processing fees that may apply
• Exceptional circumstances for refund consideration
• Timeline for refund processing

1.2 Applicability

This policy applies to:

• All subscription plans (Basic, Pro, Annual)
• Individual and group subscriptions
• Direct purchases and partner referrals
• All payment methods accepted by Wave Ed AI

2. Free Trial Period

2.1 Trial Details

Wave Ed AI offers a 7-day free trial to all new users:

2.2 Purpose of Free Trial

The free trial period is designed to:

• Let you fully test all features before committing
• Evaluate AI tutoring quality
• Assess whether Wave Ed AI suits your learning style
• Try different subjects and difficulty levels
• Check compatibility with your devices

2.3 After Trial Ends

• No Auto-Charge: Your card is NOT automatically charged when trial ends
• Manual Subscription: You must actively choose and pay for a plan
• Data Retention: Your trial data is saved for 30 days if you want to subscribe later
• One Trial Per User: Free trial available once per email address/phone number

2.4 Trial Abuse Prevention

To prevent abuse:

• One trial per person (tracked by email, phone, and device)
• Creating multiple accounts for repeated trials is prohibited
• We may deny trial access if abuse is suspected
• Violators may be permanently banned from Wave Ed AI

3. No Refund Policy After Subscription

3.1 Why No Refunds?

We maintain a strict no-refund policy because:

• Generous Free Trial: You have 7 days to test everything before paying
• Digital Service: You receive immediate access to the full service upon payment
• Consumption Model: Once you start using the service, you've consumed the value
• AI Costs: Every question you ask incurs real AI processing costs for us
• Fair Pricing: Our prices are already highly competitive

3.2 No Refunds For

Refunds will NOT be provided in the following situations:

3.3 Monthly vs Annual Subscriptions

Monthly Subscriptions:

• Billed month-to-month
• No refund for current month if canceled
• Access continues until end of paid period
• Lower financial commitment

Annual Subscriptions:

• Billed once for full year
• No prorated refunds if canceled mid-year
• Significant savings (₹2,999 off vs monthly)
• Access for full 12 months

3.4 Acknowledgment

By subscribing to Wave Ed AI, you explicitly acknowledge and agree that:

• You have read and understand this no-refund policy
• You had adequate time during free trial to evaluate the service
• You accept that payment is non-refundable
• You waive any right to chargeback except for unauthorized transactions

4. Cancellation Policy

4.1 You Can Cancel Anytime

While we don't offer refunds, you can cancel your subscription at any time:

• ✅ No Cancellation Fees: Free to cancel, no penalties
• ✅ Easy Process: Cancel directly from your account settings
• ✅ Immediate Effect: Cancellation processes immediately
• ✅ Access Until End: Keep access until the end of your paid period

4.2 How to Cancel

Method 1: Self-Service (Recommended)

1. Log into your Wave Ed AI account
2. Go to Settings → Subscription
3. Click "Cancel Subscription"
4. Confirm cancellation
5. Receive confirmation email

Method 2: Email Support

1. Email: support@waveed.in
2. Subject: "Cancel Subscription"
3. Include your registered email address
4. We process within 24 hours

Method 3: WhatsApp

1. Message: +91-XXXXX-XXXXX
2. Provide registered email
3. Request cancellation
4. Instant confirmation

4.3 What Happens After Cancellation

Immediately:

• Auto-renewal is turned off
• No future charges will be made
• Confirmation email sent

Until End of Paid Period:

• Full access to all features continues
• Can still ask unlimited questions
• Take tests and view progress
• Download study materials

After Paid Period Ends:

• Access to AI tutoring stops
• Account remains active (read-only)
• Can view past conversations (but not ask new questions)
• Progress history saved for 90 days
• Can resubscribe anytime to regain access

4.4 Reactivation

• Resubscribe anytime from your account
• Your conversation history and progress restored
• No penalty for reactivating
• Same pricing as new subscribers

4.5 Pausing Subscription

For Pro and Annual subscribers:

• Pause subscription for up to 2 months
• No charges during pause
• Auto-resumes after pause period
• Available once per year

5. Refund Processing Fees

5.1 When Fees Apply

In the rare cases where a refund is approved (see Exceptional Circumstances), processing fees will be deducted from the refund amount.

5.2 Fee Structure

Payment Method	Processing Fee	Example
Credit/Debit Card	3% + ₹50	₹999 refund → ₹919 received
UPI	2% + ₹25	₹999 refund → ₹949 received
Net Banking	3% + ₹75	₹999 refund → ₹894 received
Wallet	2.5% + ₹30	₹999 refund → ₹944 received

5.3 Why Processing Fees?

Processing fees cover:

• Payment Gateway Charges: Razorpay/Stripe charge us for both payment and refund
• GST: 18% GST on gateway fees (non-recoverable)
• Bank Charges: Transfer fees for sending money back
• Administrative Costs: Manual processing, verification, and customer support time

5.4 Additional Deductions

Beyond processing fees, the following may be deducted:

• Proportional Usage: If you used the service for some days
• GST: GST paid to government cannot be refunded to you
• Promotional Discounts: If you got a discount, only the amount you paid is eligible

6. Exceptional Circumstances for Refund Consideration

6.1 When We MAY Consider Refunds

While our policy is generally no refunds, we may consider refund requests in these exceptional circumstances:

6.2 Refund Request Process

To request a refund for exceptional circumstances:

1. Email: refunds@waveed.in
2. Subject: "Refund Request - [Your Reason]"
3. Include:
   • Your registered email address
   • Transaction ID / Order ID
   • Date of payment
   • Amount paid
   • Detailed explanation of exceptional circumstance
   • Supporting documentation (medical certificate, bank statement, etc.)
4. Review: We review within 7 business days
5. Decision: Email notification of approval or denial
6. Processing: If approved, refund processed within 10-15 business days

6.3 Refund Decision Criteria

Our refund committee evaluates:

• Validity of supporting documentation
• Service usage during subscription period
• Previous refund requests from same user
• Pattern of behavior (suspicious activity)
• Legal obligations

6.4 Partial Refunds

Even when approved, refunds may be partial:

• Prorated based on days service was available
• Minus processing fees (as outlined in Section 5)
• Minus any promotional discounts received
• Minus GST (cannot be recovered from government)

6.5 Refund Denial

If your refund request is denied:

• We provide written explanation
• You can appeal once with additional documentation
• Final decision made by senior management
• You may escalate to consumer court if you believe decision is unfair

7. Disputed Charges & Chargebacks

7.1 Contact Us First

7.2 Valid Reasons to Contact Your Bank

• ✅ Truly unauthorized transaction (card stolen, identity theft)
• ✅ Charged but never received access to service
• ✅ Charged significantly different amount than shown at checkout
• ✅ Wave Ed AI refuses to respond to legitimate refund requests

7.3 Invalid Chargeback Reasons

Filing a chargeback for these reasons is considered fraud:

• ❌ "I changed my mind" (not a valid chargeback reason)
• ❌ "I didn't use the service enough" (your choice not to use it)
• ❌ "I'm not satisfied with exam results" (results not guaranteed)
• ❌ "I can't afford it anymore" (not merchant's fault)
• ❌ Family member subscribed without permission (not unauthorized if they had your card)

7.4 Consequences of Invalid Chargebacks

If you file a chargeback for reasons not listed as valid:

• Your account will be immediately suspended
• We will contest the chargeback with evidence (usage logs, login history)
• Your email/phone will be permanently banned from Wave Ed AI
• Chargeback fees (₹500-₹1000) may be added to your balance
• You may be reported to fraud prevention databases
• Legal action may be pursued for fraudulent chargebacks

7.5 Our Chargeback Response

When a chargeback is filed, we provide:

• Signed agreement to Terms (including this refund policy)
• IP address logs showing service usage
• Questions asked and time spent on platform
• Email communications and support tickets
• Proof of service delivery

7.6 Friendly Fraud

"Friendly fraud" (filing chargeback instead of requesting cancellation) is taken seriously:

• It costs us ₹500+ in chargeback fees
• Damages our merchant account standing
• Takes 60-90 days to resolve
• We will pursue all legal remedies

8. Payment Failures & Retries

8.1 Auto-Renewal Process

For active subscriptions:

• We attempt to charge your card on renewal date
• If payment fails, we retry after 3 days
• Second retry after 7 days if still failing
• Final retry after 10 days
• Account suspended if all attempts fail

8.2 Grace Period

• 5-day grace period with full access
• Email notifications sent each day
• Update payment method to continue service

8.3 Common Failure Reasons

• Insufficient funds in account
• Expired credit/debit card
• Card blocked by bank (fraud protection)
• International transactions disabled
• Incorrect CVV or OTP

8.4 Resuming Service

• Update payment method in account settings
• We'll automatically charge and restore access
• No penalty for temporary payment failure
• Your data and progress remain intact

9. Contact for Refund Requests

9.1 Refund Inquiries

9.2 Required Information

When contacting us about refunds, please provide:

• ✅ Registered email address
• ✅ Transaction ID / Order ID
• ✅ Date and amount of payment
• ✅ Reason for refund request
• ✅ Supporting documentation (if applicable)

9.3 Response Timeline

• Cancellation requests: Processed within 24 hours
• General refund inquiries: Response within 48 hours
• Exceptional refund requests: Decision within 7 business days
• Approved refunds: Processed within 10-15 business days

9.4 Escalation

If you're not satisfied with the response:

1. Reply to the email asking for escalation
2. Your case is reviewed by senior management
3. Final decision provided within 5 business days
4. If still unsatisfied, you may file a consumer complaint with appropriate authority

Important Reminders