Enterprise Refund Policy

1. Scope, contracting entity, and priority

This Refund Policy describes refunds for subscriptions and related services purchased from edvance, referred to as Company, we, us, or our. It principally addresses schools, institutions, enterprises, and other organizational Customers, and applies to individual purchasers where offered. The responsible contracting entity is the entity identified in your Order or checkout; a trading name does not establish incorporation or a place of business.

This Policy supplements the Terms of Service when disclosed and validly incorporated at purchase or otherwise agreed. Mandatory law controls first. A negotiated amendment, Order, or Service Level Agreement controls an inconsistent provision to the extent provided by the Agreement's precedence rules. Publication alone does not amend an existing enterprise agreement, create a new acceptance record, or retrospectively reduce a refund entitlement. A purchaser's nonwaivable rights remain intact throughout this Policy.

2. Commercial basis and ordinary nonrefundability

Subject to mandatory law, an express written refund commitment, and the remedies below, subscription fees are nonrefundable once the agreed term begins. We reserve capacity and incur delivery, support, onboarding, and infrastructure costs for the purchased term. Monthly and annual plans are commitments for the billing period selected; an annual payment is not a series of cancellable monthly purchases unless your Order expressly says so.

Where legally permitted, a change of mind, low usage, unused seats, a school holiday, staff turnover, internal budget or procurement changes, or a decision to use another provider does not by itself entitle Customer to a refund. Purchasing on the expectation of an uncommitted roadmap feature does not create a refund guarantee. These rules do not excuse misrepresentation, failure to supply contracted functionality, or a mandatory remedy.

Trials, demonstrations, and free access carry no cash refund value. Promotional credits and goodwill credits are not redeemable for cash unless law or an express agreement requires otherwise. A discretionary exception requires written confirmation from an authorized Company representative and does not create an entitlement for another transaction.

3. Circumstances in which a refund may be due

We will correct a verified duplicate payment, an amount collected above the agreed price, or a payment collected by us without valid authorization. A charge taken after an effective cancellation will be refunded if it was not otherwise lawfully owed. We may verify account ownership, payment settlement, and the relevant cancellation or authorization records without delaying an applicable legal deadline.

A refund may also be due under an express Order commitment, a valid statutory withdrawal or cancellation right, or a contractual or statutory remedy for failure to supply, a material service defect, or our uncured material breach. Repair, repeat performance, a price reduction, termination, or an SLA credit may apply according to the Agreement and law. A cure opportunity applies only where legally available and must not obstruct an immediate refund right.

If we permanently discontinue a paid Service for convenience without a reasonably equivalent agreed replacement, we will refund prepaid subscription fees attributable to the unused discontinued period unless a lawful controlling Order provides another remedy. Customer's valid termination for our uncured material breach carries the prepaid-fee remedy in the Agreement and any additional mandatory remedy. Refunds do not arise merely from scheduled maintenance or an outage where the Agreement lawfully provides an applicable SLA remedy, but that arrangement cannot displace mandatory rights.

4. Cancellation, renewals, and plan changes

To prevent a future renewal, use the cancellation channel and deadline disclosed in your Order or checkout. You may contact support@edvance.space for assistance, including if a stated cancellation mechanism is unavailable. We will not require an additional channel where law recognizes the cancellation already submitted. Cancelling renewal ordinarily preserves access until the paid term ends and does not refund the current term.

Renewal charges must have a valid contractual basis and any legally required consent, reminders, disclosures, and cancellation access. Failure to use the Service after a valid renewal does not alone justify a refund. A refund request is not automatically a cancellation request; state whether you also wish to stop renewal, and we will clarify an ambiguous instruction rather than knowingly continue an unwanted renewal.

Downgrades, reductions in users or campuses, and unused allocations ordinarily take effect at the next renewal unless an Order or the purchase flow expressly offers a current-term adjustment. Any prorating of an upgrade or downgrade follows the arrangement disclosed when it is agreed. Nonpayment, deleting an application, or abandoning an account does not itself communicate cancellation.

5. Implementation, custom work, and external purchases

Implementation, data migration, training, configuration, and custom development are governed by their agreed scope and milestones. For a permitted cancellation, we may retain fees for work properly completed and documented, reasonable nonrecoverable commitments disclosed and agreed in advance, to the extent permitted by law. We will not retain payment for undelivered work where the Agreement or law requires its return, charge twice for the same loss, or impose an undisclosed cancellation penalty.

Third-party products, marketplace purchases, resellers, and merchants of record may have a separate seller and refund process identified at checkout. Contact the identified seller for amounts it collected; we will reasonably assist with identifying the appropriate route. This allocation does not exclude any independent obligation we owe, allow us to shift responsibility for our own supplier failures unlawfully, or reduce your rights against the seller.

6. How to notify us and request a refund

Email support@edvance.space with the subject Refund request, or use the refund channel stated in your Order. Provide your organization or account name, a safe reply address, the invoice or transaction reference if available, payment date and amount, the reason for your request, and whether you also want to cancel renewal. An authorized billing contact should submit an institutional request. We will assist where a reference is unavailable and will recognize another legally valid notice method.

Alert us promptly when you identify an issue. For discretionary requests and ordinary business billing corrections, we ask you to notify us within 30 calendar days of discovering the issue so that evidence remains available. This request is not a forfeiture deadline for a statutory entitlement, an unauthorized payment claim, a contractual right, or an applicable limitation period.

Do not send passwords, one-time codes, full card numbers, card security codes, or student records. We may request proportionate evidence of payment and authority through a suitable channel. We will not ask for unrelated personal information or a processing payment to release a refund. Information is handled under the Privacy Policy and applicable retention obligations.

7. Review and the 3–5 week refund window

For an eligible refund, we will complete our review and issue the refund within 3–5 weeks (21–35 calendar days) from the date we first receive notice of the refund request. The clock begins when you alert us, not when we later approve the request. Thirty-five calendar days is the outer limit of our ordinary processing window, not a minimum waiting period. We may refund earlier. If applicable law or a controlling Agreement requires a shorter period, that shorter period applies, including any obligation to act without undue delay.

We will acknowledge receipt within two business days and explain the next steps, subject to any shorter legally required acknowledgment period. If information reasonably necessary to determine entitlement or route payment is missing, we will identify it promptly and continue review of the available evidence. An internal approval queue, repeated evidence request, or referral between teams does not restart the clock or extend a legal deadline. We will communicate the decision and calculation in writing, including a reason if the request is declined.

Issue means that we have submitted the refund payment to the payment provider or bank; the date funds appear in your account also depends on that provider's settlement process. We will supply available payment confirmation and help trace a delayed payment. This distinction does not extend a legal deadline that requires reimbursement or receipt, rather than submission. We will initiate payment early enough to meet the applicable deadline and promptly arrange an available lawful alternative if the original method fails.

8. Refund calculations, deductions, and payment method

A refund ordinarily cannot exceed the amount actually paid for the affected transaction, including refundable taxes, less any amount already returned for the same loss. This transaction limit does not cap damages or another remedy available under law or the Agreement. Discounts and credits are allocated to the relevant purchase as originally charged. For an agreed unused-period refund, we ordinarily calculate the prepaid subscription fee proportionately by the unused calendar days in the paid term, starting on the effective termination or discontinuation date.

We may account for services lawfully supplied before cancellation and reasonable agreed cancellation costs only where the Agreement and law permit. We will explain any deduction. We will not automatically reprice used annual service at a higher monthly rate, retain payment-provider fees from a mandatory refund, or deduct a disputed unrelated debt without a lawful basis. Required tax adjustments will be shown through an appropriate credit note or other record.

Refunds normally return to the original payment method in the original transaction currency. If this is impossible, we will verify the purchaser and agree a lawful alternative; we will not divert a refund to an unverified third party. We do not impose a refund administration fee. We do not control currency conversion or fees independently imposed by your bank, but will bear amounts that law requires us to bear. A credit or replacement will not be substituted for a required cash refund without a legally valid agreement.

9. Mandatory rights and international customers

This Policy applies consistently to customers in Africa, Asia, Europe, the Americas, Oceania, and other regions, subject to the laws that actually govern the transaction. Economic classification, residence in an emerging market, institutional status, or use of a business account does not by itself remove statutory protection. Some laws also protect small businesses and other organizational purchasers. We assess eligibility by the applicable law and transaction, rather than assuming that all enterprise purchases are exempt.

Where applicable, European Economic Area and United Kingdom distance-contract rules may provide a 14-day withdrawal period and reimbursement within 14 days of a valid withdrawal notice, subject to the legal conditions and exceptions. Digital services and digital content have distinct requirements. Any charge for early performance or loss of a withdrawal right requires the notices, express requests, consents, and acknowledgments that the applicable law demands; use of the Service or acceptance of this Policy alone is not a universal waiver. Mandatory remedies for defective supply remain separate.

Australian consumer guarantees cannot be excluded by a nonrefundability clause. Nigerian statutory cancellation and service-quality rights, applicable Indian e-commerce refund and complaint requirements, Singaporean protections against unfair practices, and other local mandatory rules likewise prevail where they apply. A shorter local refund or complaint-handling deadline overrides the ordinary 3–5 week window. These examples are not an exhaustive statement of any country's law or a representation that the same cooling-off period exists everywhere.

Nothing in this Policy excludes a nonwaivable right to cancel, obtain repair, repeat performance, a refund, compensation, or other legal relief, or to contact a regulator, court, ombudsman, or payment provider. A choice of governing law or forum cannot remove protection that applicable mandatory law preserves. If a provision cannot lawfully apply, it is limited only to the extent necessary and the remaining provisions continue where legally permitted.

10. Payment disputes, misuse, and duplicate recovery

Contacting us first can help resolve a billing issue quickly, but is not a condition of exercising a statutory, card-network, bank, or other protected dispute right. Those processes may have separate deadlines; our review does not pause them. We may provide truthful transaction, delivery, authorization, and cancellation records in response to a dispute, subject to privacy and confidentiality obligations.

We may reject a fraudulent or unsupported discretionary claim and take proportionate protective action under the Agreement. A good-faith complaint or lawful chargeback is not, by itself, abuse and does not waive a valid refund right. If a chargeback and a direct refund concern the same payment, we will coordinate with the provider to prevent duplicate recovery without retaining an undisputed amount that must be returned. Unrelated undisputed charges remain payable under the Agreement.

11. Access, records, and effect of a refund

If a refund reverses the purchase of access for an affected period, that access may end on the agreed or legally effective cancellation date. A partial refund does not automatically terminate unrelated paid services. We will explain material access consequences in the decision, and ordinary cancellation of renewal preserves the remaining paid term unless another arrangement applies.

Export, transition assistance, return, deletion, and retention of Customer Data remain governed by the Terms, any Data Processing Agreement, lawful instructions, and applicable law. A refund does not transfer ownership of our software or give us ownership of school records. We will not condition a required refund on surrendering a nonwaivable right or use student records as leverage in a billing dispute.

12. Escalation, policy changes, and contact

If you disagree with a decision or a payment has not arrived, contact support@edvance.space with the subject Refund escalation and the original reference. Explain the issue and the resolution requested. We will review the relevant evidence and give a reasoned response within ten business days or any shorter mandatory period; an escalation does not extend an existing refund deadline. You may use any legally available external complaint or dispute route without first exhausting this process.

Updates are identified by version and effective date. Changes apply to future purchases or renewals only after the disclosure, notice, and acceptance required by the Agreement and law. We will not apply a later version to reduce an accrued entitlement. The Order identifies the contracting entity and any required legal notice address; contact support@edvance.space for clarification. The current Policy is published at https://edvance.space/refund alongside the Terms of Service and Privacy Policy.