Refund Policy for Educational Institutions

1. Nature of Subscription Payments

All payments made by the Institution to Apna Infotech are subscription fees for access to the Software’s features, modules, and services as per the plan selected at the time of onboarding or renewal.

Subscription fees are charged in advance for the agreed billing cycle, which may be monthly, quarterly, half-yearly, or annually, depending on the plan selected by the Institution.

Apna Infotech invests significant resources in software development, maintenance, infrastructure, technical support, and continuous improvement of the Platform. Accordingly, subscription fees are generally non-refundable except as expressly provided in this Policy.

2. 7-Day Money Back Guarantee

Apna Infotech offers a 7-Day Money Back Guarantee to new institutions subscribing to Apna School Software for the first time. This guarantee is extended as a gesture of confidence in our product and to allow institutions to evaluate the Software with zero financial risk.

2.1 Eligibility

The 7-Day Money Back Guarantee is available exclusively under the following conditions:

• The Institution is subscribing to Apna School Software for the first time and has no prior active or expired subscription with Apna Infotech.
• The refund request is submitted in writing to info@apnainfotech.com within seven (7) calendar days from the date of the Institution’s first subscription payment.
• The Institution has not violated any provision of the Terms & Conditions Agreement or this Refund Policy.
• The refund request is accompanied by the Institution’s registered email address, subscription reference or transaction ID, and a brief reason for cancellation.

2.2 Refund Amount

Upon a valid and approved refund request under the 7-Day Money Back Guarantee, Apna Infotech shall process a full refund of the subscription fee paid, excluding:

• Any applicable Goods and Services Tax (GST) or other government-mandated taxes, which are not refundable as they are remitted to the government.
• Any payment gateway transaction charges or processing fees deducted by the payment gateway provider at the time of the original transaction, which are non-recoverable by Apna Infotech.
• Any setup, onboarding, customization, or data migration charges separately agreed upon, if applicable.

2.3 Refund Processing Timeline

Approved refunds under the 7-Day Money Back Guarantee will be processed by Apna Infotech within seven (7) to ten (10) working days of approval. The refunded amount will be credited to the original payment source used at the time of subscription. Actual credit timelines may vary depending on the Institution’s bank, payment gateway, or card network processing schedules.

2.4 Limitations

The 7-Day Money Back Guarantee is subject to the following limitations:

• This guarantee is available only once per institution, per entity, and per registered contact. Institutions that cancel and re-register under a different name, email, or representative to avail this guarantee again shall be deemed ineligible and may be subject to account suspension.
• The guarantee applies only to the base subscription fee and does not extend to any add-on modules, premium features, or additional services purchased separately.
• Institutions that have used the Software extensively during the 7-day period — including bulk data entry, result publication, fee processing, or mass parent communication — may be subject to a review before the refund is approved, at the sole discretion of Apna Infotech.
• This guarantee does not apply to subscription renewals, plan upgrades, or any payment made after the initial subscription period.

3. Refund Policy After the 7-Day Guarantee Period

After the expiry of the 7-day guarantee window, all subscription fees paid to Apna Infotech are strictly non-refundable, except in the limited circumstances expressly described in this Policy.

The Institution acknowledges that subscription fees compensate Apna Infotech for ongoing software maintenance, infrastructure costs, support services, and product development, regardless of the extent to which the Institution actively uses the Software during the subscription period.

No refund shall be due or payable for:

• Early cancellation or termination of subscription by the Institution before the expiry of the subscribed period
• Failure to use the Software or underutilization of features during the subscription period
• Dissatisfaction with features that were accessible and available during the trial or evaluation period
• Temporary service interruptions, maintenance downtime, or technical issues that were resolved within a reasonable timeframe
• Changes to features, modules, or interface elements that do not materially impair core Software functionality
• Inability to use the Software due to device incompatibility, inadequate internet connectivity, or other factors outside Apna Infotech’s control

4. Exceptional Refund Circumstances

Notwithstanding the general non-refundable nature of subscription fees beyond the 7-day guarantee period, Apna Infotech may, entirely at its sole discretion, consider partial or pro-rata refunds in the following exceptional circumstances:

• Apna Infotech permanently discontinues the Software with no alternative service offered and without reasonable prior notice to the Institution.
• A critical Software failure directly attributable to Apna Infotech renders the Software completely non-functional for a continuous period exceeding thirty (30) calendar days, and Apna Infotech fails to provide an adequate remedy within that period.

Such refund requests must be submitted in writing to info@apnainfotech.com with full details of the issue, timeline, and impact. Apna Infotech’s decision on exceptional refund requests shall be final and binding. The Company reserves the right to reject any request that does not meet the above conditions.

5. Subscription Renewal & Auto-Renewal

Where the Institution has opted for an auto-renewal subscription plan, the subscription fee for the renewal period shall be automatically charged on the renewal date as per the agreed billing cycle.

The Institution is responsible for cancelling the subscription at least five (5) working days before the renewal date if it does not wish to renew. Refunds will not be issued for subscription fees charged upon auto-renewal if the Institution fails to cancel within the specified period.

Apna Infotech will endeavor to send advance renewal reminders via email or in-app notification, but the Company does not guarantee the delivery of such reminders. It is the Institution’s sole responsibility to manage its subscription renewal preferences.

6. Fee Payment Failures & Technical Transaction Issues

In the event that a subscription payment is deducted from the Institution’s account but not successfully credited to Apna Infotech due to a payment gateway failure, banking error, or technical interruption, the following process shall apply:

• The Institution must notify Apna Infotech at info@apnainfotech.com within forty-eight (48) hours of the failed or disputed transaction, providing the transaction reference ID, date, amount, and payment mode.
• Apna Infotech will investigate the transaction in coordination with the payment gateway provider and revert within a reasonable timeframe.
• If the deducted amount is confirmed as not received by Apna Infotech, the refund or reversal shall be processed by the payment gateway or banking system in accordance with their applicable procedures, typically within 5 to 7 working days.

Apna Infotech does not directly hold or process refunds for failed gateway transactions. Such reversals are handled exclusively by the payment gateway provider and the banking institution. The Company shall not be liable for delays in such reversals attributable to the payment gateway, card networks, or banking institutions.

7. Duplicate or Erroneous Payments

If the Institution makes a duplicate payment or an erroneous payment in excess of the applicable subscription fee, it must notify Apna Infotech in writing at info@apnainfotech.com within seven (7) calendar days of the transaction, providing full transaction details.

Upon verification and confirmation of the duplicate or excess payment, Apna Infotech will process a refund of the excess amount within seven (7) to ten (10) working days, subject to deduction of applicable payment gateway charges. GST paid on the original transaction shall not be refunded.

Refund requests for duplicate or erroneous payments submitted beyond seven (7) days of the transaction date may not be considered.

8. Refund Request Process

All refund requests must be submitted exclusively through the following process:

• Send a written refund request to info@apnainfotech.com from the Institution’s registered email address.
• Include the Institution’s registered name, subscription reference or transaction ID, date of payment, amount paid, and reason for the refund request.
• Apna Infotech will acknowledge receipt of the request within two (2) working days and communicate its decision within seven (7) working days of receipt.
• Approved refunds will be processed to the original payment source within seven (7) to ten (10) working days of approval.

Refund requests submitted through unofficial channels, social media, or third-party platforms will not be considered. Apna Infotech’s decision on all refund requests shall be final.

9. Non-Refundable Charges

The following charges are strictly non-refundable under all circumstances:

• Goods and Services Tax (GST) or any other applicable government tax collected at the time of payment
• Payment gateway transaction fees or processing charges
• One-time setup, onboarding, or customization fees
• Data migration or integration service fees
• Training, implementation, or professional service fees
• Add-on module or premium feature charges where the feature was delivered and accessible

10. Limitation of Liability

To the fullest extent permitted under applicable Indian law, Apna Infotech’s total liability in connection with any refund claim shall not exceed the actual subscription fee paid by the Institution for the billing period in which the claim arises.

Apna Infotech shall not be liable for any indirect, incidental, consequential, or punitive losses arising from the denial of a refund request or from any delay in refund processing attributable to banking institutions, payment gateways, or card networks.

11. Updates to This Refund Policy

Apna Infotech reserves the absolute right to modify, revise, or update this Refund Policy at any time, with or without prior notice to the Institution. Revised versions shall take effect immediately upon publication within the Software or on associated platforms.

It is the sole responsibility of the Institution to review this Policy periodically. Continued use of the Software following any update constitutes unconditional acceptance of the revised Policy.

12. Governing Law & Jurisdiction

This Refund Policy shall be governed by and construed in accordance with the laws of the Republic of India, including the Indian Contract Act, 1872; the Consumer Protection Act, 2019; the Payment and Settlement Systems Act, 2007; and applicable Reserve Bank of India guidelines on digital payments.

Any disputes arising from or in connection with this Refund Policy shall be subject to the exclusive jurisdiction of competent courts located in Bikaner, Rajasthan, India.

13. Contact Information

For refund requests, payment queries, or billing-related support, the Institution may contact:

• Apna Infotech
• Nokha, Bikaner, Rajasthan — India
• Email: info@apnainfotech.com

14. Acceptance of Policy

By subscribing to or making any payment for Apna School Software, the Institution — through its authorized representative — acknowledges that it has read this Refund Policy in its entirety, fully understands its terms, and unconditionally agrees to be bound by it.

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