Refund & Cancellation Policy

All Edmento Resolve AI subscriptions are annual institutional commitments. Because digital access is granted immediately upon payment confirmation, and because AI-powered service infrastructure is provisioned from the point of activation, our default position is that subscription fees are non-refundable after access commencement. We strongly encourage schools to request a product demonstration before subscribing.

• Edmento Resolve AI — Standard, Premium, Custom, and Ultimate (institutional plans)

4.1 How to Cancel

You may cancel your subscription at any time by:

• Submitting a written cancellation request from your registered email address to support@edmento.com with the subject line: 'Cancellation Request — [Account / School Name]'.
• Using the cancellation option within your account dashboard, where available.

Cancellation requests are acknowledged within 2 business days. Cancellation takes effect at the end of the current annual billing cycle.

4.2 Effect of Cancellation

After cancellation is confirmed, your access to the Platform continues until the end of the paid subscription period. Data is retained and available for export during a post-cancellation window as specified in our Privacy Policy. Data deletion occurs thereafter in accordance with our retention schedule.

Custom-branded mobile applications provisioned under an institutional subscription will cease to receive updates and may be delisted from app stores following the expiry of the contracted period.

5.1 Default Position — No Refund After Commencement

Subscription fees are non-refundable once the service period has commenced and access credentials or platform access have been provided to the subscriber.

5.2 Exceptions — When Edmento Will Consider a Refund

Edmento will review and, where warranted, approve refund requests in the following specific circumstances:

• Duplicate Payment: An accidental duplicate charge for the same subscription period will be refunded in full within 7 business days of confirmation.
• Payment Gateway Error: A verified technical error by the payment gateway resulting in an erroneous charge, confirmed by a dispute reference number from the gateway.
• Extended Platform Unavailability: Documented, Edmento-caused service unavailability exceeding 72 consecutive hours within the subscription period, for which no service credit or extension has been offered.
• Pre-Commencement Cancellation: A written cancellation request received within 7 days of payment and before the start of the contracted academic year, and before any user accounts have been activated under the subscription, may be considered for a pro-rata or full refund at Edmento’s reasonable discretion. Cancellation requests submitted after 7 days of payment are not eligible under this exception.

Email support@edmento.com with subject line: ‘Refund Request — [School / Account Name]’ and include:

• Registered email address and account or school name.
• Payment ID or Order ID (found in your payment receipt email or account dashboard).
• Amount paid, date of payment, and payment method.
• Clear description of the refund reason with supporting evidence (screenshots, error messages, correspondence) where applicable.

We will acknowledge your request within 2 business days and provide a decision within 5 business days of receiving complete information.

Approved refunds are credited back to the original payment method. Timelines below are estimates subject to the payment gateway and your financial institution’s processing schedules:

GST components included in the original payment may not be refundable if an invoice has already been issued and GST remitted to the government. Edmento will advise on this at the time of processing any approved refund.

• Subscriptions where access has been active for any portion of the billing period, except as provided in Section 5.2.
• Custom onboarding, branding, configuration, or setup services, whether or not separately itemised.
• Add-on feature packs, additional token allocations, or upgraded AI usage limits where the service has been rendered.
• Subscriptions where a no-refund commitment was separately acknowledged in writing (e.g., enterprise or custom agreements).
• Promotional or launch-offer subscriptions cancelled after commencement of the academic year — except for duplicate payment or payment error scenarios.

If you are dissatisfied with our refund decision:

• Escalate to senior management at legal@edmento.com.
• Raise a payment dispute through your payment gateway's dispute resolution mechanism.
• Approach the appropriate consumer dispute redressal forum under the Consumer Protection Act, 2019.