In short
You can cancel at any time and keep using the service until the end of the period you have paid for. We do not refund part of a period, except where the law requires it or where we have failed to provide the service.
This policy covers payments made to us. Payments a student makes to a centre, such as course fees or a mock test seat, are covered by that centre's own policy.
Contents
1.Words we use
- Billing period
- The length of time a subscription payment covers, such as one month, three months or one year.
- Credits
- Units included with or bought for a plan that some features use up.
- Service failure
- A problem on our side that stops you using the main features of the service, and that is not caused by your equipment, your internet connection or a provider you chose.
2.How billing works
Subscriptions are paid in advance at the start of each billing period and renew automatically. You will see the price and the renewal date before you pay.
Subscription payments to us are taken by Stripe. If you bought the service through an agency, the agency bills you, and its own refund terms apply. Please contact the agency first.
3.Cancelling
- You can cancel at any time by emailing us, or through your agency if you bought the service from one.
- Cancelling stops the next renewal. Your account stays active until the end of the billing period you have already paid for.
- You will not be charged again after you cancel.
- Before your account closes, you can download your results and score reports, or ask us for a copy of your data.
4.When we give refunds
We do not refund the unused part of a billing period when you cancel. We will give a full or partial refund when:
- You were charged by mistake, for example twice for the same period, or after you had cancelled.
- A service failure meant you could not use the service for a significant part of the billing period, and we could not fix it within a reasonable time.
- We end the agreement without a reason on your side. We then refund the unused part of the period you paid for.
- The law requires a refund.
If a service failure disrupted a scheduled exam, tell us within 14 days and we will look at what is fair, which may be a refund or extra credit.
5.Credits
Credits that have been used cannot be refunded. Credits that have not been used have no cash value. If credits were used up because of a fault on our side, we will put them back.
6.Payments to a centre
Centres can take payments from students through their own payment account, using EPS or SSLCommerz. These payments go to the centre, not to us.
If you paid a centre for a course or a mock test seat and want a refund, please contact the centre. The centre decides its own refund policy. Our system lets the centre record and send refunds, but we cannot make that decision for it.
7.How to ask for a refund
Email [email protected] from the address on your account. Tell us your centre or agency name, the payment date and amount, and why you are asking.
We will reply within 5 working days. Approved refunds go back to the original payment method. Your bank or card provider may take a further 5 to 10 working days to show it.
8.Contact
Institify, operated by Pxlhut, Bangladesh. Email: [email protected].