Customer policy
Refund and Cancellation Policy
- Version
- refund-live-v1
- Effective date
- 24 July 2026
This policy applies to one-time academic-term package purchases in India. There is no automatic renewal, mandate or cancellation fee.
1. Seven-day light-use route
A verified parent may request a full refund within seven calendar days after capture when each covered child has no more than one submitted attempt, no more than five AI-evaluated written answers have been consumed across the package, and no progress-history export has been generated.
An eligible upgrade request refunds only the captured upgrade amount. If the source package is still valid, PrepPilot restores its exact child scope, original term end and already-used allowance. Usage is not reset and the term is not extended.
2. Problems covered regardless of light use
- the same purchase was captured more than once;
- captured access was not delivered and could not be cured within three business days after enough information was received;
- the service was materially deficient or misdescribed and could not reasonably be cured; or
- a refund is otherwise required by consumer law.
Nothing limits a right or remedy that cannot lawfully be excluded.
3. Normally ineligible requests
Subject to law, PrepPilot does not normally refund late change-of-mind requests, early requests after light-use limits, unused term time, unused shared allowance, coupons as cash, superseded lower package value, or transfers to an unselected/later-added child.
4. How to request
Email support@preppilot.study from the parent account email with the family/package, PrepPilot receipt or purchase reference, date, short reason and only necessary non-sensitive evidence. PrepPilot may require a signed-in, proportionate identity check before a financial/access change.
A ticket/reference is issued and acknowledged within 48 hours. The target decision period is seven business days; grievances are redressed within one month.
5. Provider processing and duplicates
An approved refund uses the original captured Razorpay payment and never exceeds the refundable captured balance. API status may first be pending; PrepPilot waits for a verified webhook or trusted provider read before treating it as definitive. Pending, failed, duplicate, replayed, uncertain or out-of-order responses are reconciled before a second call.
Razorpay states that a normal processed refund commonly takes about five to seven business days to reach the customer, though bank and payment-method timing can vary.
6. Non-GST evidence
Under in_unregistered_non_gst_v1, no GST is collected, the original document is a numbered non-tax receipt and refund evidence shows gross amount, discount, taxPaise = 0, refunded amount and remaining balance. A future GST version applies prospectively.
7. Access outcomes
| Case | Financial result | Access result |
|---|---|---|
| Duplicate capture | Duplicate amount refunded | Keep only the valid entitlement |
| Eligible initial refund | Captured purchase amount | End that paid source after the definitive transition |
| Eligible upgrade refund | Captured upgrade amount | Restore the still-valid exact source evidence |
| Partial adjustment | Approved bounded amount | Explicit decision; never inferred from amount |
| Pending/failed refund | No duplicate call | Reconciliation-blocked, no guessed change |
| Dispute | Provider-confirmed final result | Reviewed final decision once; older events cannot regress it |
8. Records and history
A refund, cancellation, expiry or dispute does not silently delete submitted answers, released results, receipts or immutable financial evidence. Retention and lawful erasure/correction follow the Privacy Notice.
9. Escalation
Escalate with the existing reference to Umasri Prathapaneni, resident Grievance Officer, at grievance@preppilot.study. This does not remove any bank, payment-provider, consumer commission or other lawful remedy.
Supplier: GSPHERE TECH PRIVATE LIMITED, a private limited company. Principal address: JJ 287, Assetz Marq Phase-2, Kannamangala Village, Whitefield-Hoskote Road, Kannamangala, Bangalore South, Bengaluru, Karnataka, 560067, India.