Refund & Cancellation Policy

1. What this Policy covers

This Policy covers fees paid to us for the SmartCampus Service. It does not cover fees that an Institution collects from its own students and parents through the Service. Those payments go to the Institution's own bank account under the Institution's own gateway agreement, and any refund of them is governed by the Institution's own rules, not by this Policy. We never hold those funds.

2. Try before you buy

Every Institution can evaluate the complete product free for 15 days, with no payment details required. Because the trial gives full access to the Service before any money changes hands, paid licence fees are treated as final once a Licence is activated, as set out below.

3. Cancelling your Licence

• An Institution may cancel at any time by email to support@smartcampussai.com from an authorised administrator. Cancellation takes effect at the end of the current Term. Access continues until then and no further invoices are raised.
• Renewals are never charged automatically. A renewal invoice is issued before expiry; if it is not paid, the Licence simply lapses after the seven-day grace period described in our Terms & Conditions.
• Add-on Modules can be removed and the licensed student count reduced at renewal. Removing a Module during a Term earns no refund or credit. Adding a Module or students during a Term is charged pro-rata for the remainder of the Term.

4. Refunds: the general rule

Licence fees, renewal fees and add-on Module fees are non-refundable once the Licence or renewal has been activated. This includes requests based on early cancellation, unused time in the Term, a lower student count than licensed, reduced or discontinued use, closure or merger of a campus, or a change of mind. Annual fees fund the hosting, backups, updates and support that we commit to for the entire Term.

Unsure whether SmartCampus fits your Institution? Use the 15-day free trial with your own workflows before paying. Nothing is charged until you choose to activate a Licence.

5. When we do refund

We refund in the following situations:

• Duplicate payment: the same invoice was paid more than once. The duplicate amount is refunded in full.
• Failed or pending transaction: an amount was debited from your account but the transaction did not complete and the Licence was not activated within seven business days. The amount is refunded in full. Most such amounts are reversed automatically by the gateway or your bank within five to seven working days before we need to act.
• Incorrect amount: the amount charged differs from the invoice. The difference is refunded.
• Non-activation: we are unable to activate your Licence within seven business days of confirming payment for reasons within our control and cannot remedy the problem. The payment is refunded in full.
• Discontinuation: we discontinue the Service, or terminate your Licence for our convenience, before the end of a paid Term. Fees for the unused whole months are refunded pro-rata.
• Our billing error: an invoice was issued with an incorrect price, student count or GST. We correct it with a credit note and refund any excess.
• Where a refund is required by law.

6. How to request a refund

1. Email support@smartcampussai.com with the subject “Refund request” from an authorised administrator of the Institution.
2. Include the invoice number, the transaction reference, order ID or UTR, the amount and date of payment, and the reason for the request. For bank-transfer refunds, include the account details the payment was made from.
3. Requests for duplicate, failed or incorrect-amount transactions must reach us within 30 days of the transaction date.
4. We acknowledge every request within two working days, decide it within seven working days, and confirm the outcome in writing.

7. How refunds are processed

• Approved refunds are returned to the original payment method. Online payments are reversed through the payment gateway within 7 to 10 working days of approval; card issuers and banks may take up to 15 working days to show the credit on your statement.
• Payments made by bank transfer or UPI are refunded to the account they came from by NEFT or IMPS within seven working days of approval. Cheque payments are refunded by NEFT to the drawer's account.
• Payment gateway convenience fees and bank charges are not refundable unless the error was ours.
• A GST credit note is issued for every refund. Refunds are made only to the Institution that made the payment and never in cash.

8. Chargebacks and disputes

If you believe a charge is wrong, please contact us first so we can resolve it quickly under this Policy. Where a chargeback is raised with a bank for a payment that this Policy does not entitle you to recover, we may suspend the Licence while the dispute is resolved and recover the costs the dispute causes us.

9. Onboarding, migration and training services

Where onboarding, data migration, training or customisation are purchased separately rather than included in the annual Licence fee, fees for them are refundable in full if the service is cancelled before work begins. Once work has begun, fees for the work completed are not refundable. If we are unable to complete an agreed service for reasons within our control, the fee for the incomplete part is refunded pro-rata.

10. Your data after cancellation

After a Licence expires or is cancelled, the Institution has 30 days to export its data, on request, using our backup and CSV export tools. Data is then deleted on the timelines set out in our Privacy Policy. A trial workspace that is not converted may be deleted 30 days after the trial ends.

11. Changes to this Policy

We may update this Policy from time to time. Changes apply to purchases made after the updated Policy is published; the Policy in force when you paid continues to apply to that payment. The date and version of the current Policy are shown at the top of this page.