Refund & Cancellation Policy

1. Service delivery

PrepGraph is a digital service. Your subscription and AI-tutor credits are activated on your account immediately after your payment is verified — there is nothing to ship. If your subscription is not active shortly after a successful payment, contact support@prepgraph.com and we will resolve it promptly.

2. Free trial

New accounts receive free trial credits at sign-up. Trial credits are free, expire on their own, and never convert into a paid subscription or a charge — we do not keep a card on file during the trial, so there is nothing to cancel or refund. You subscribe only when you actively choose to and complete a payment.

3. Cancelling your subscription

You may cancel at any time from your Subscription page. Cancellation takes effect at the end of the billing period you have already paid for:

• You keep full access to your plan's features until the end of that period.
• You are not charged again after you cancel.
• Your learning progress and data remain saved on the Free plan afterwards.

4. Refunds

4.1  Flat 7-day refund (every purchase)

Full refund within 7 days if you have used under 1 tutoring hour. This flat rule applies to every paid purchase — monthly and annual subscriptions, the one-time exam passes, and one-time hours top-ups. There is no percentage-of-credits test: the only usage threshold is under 1 tutoring hour used. Approved refunds are for the full amount paid, inclusive of GST.

(This rule replaces the earlier "first subscription, less than 20% of monthly credits" refund condition — the flat rule is simpler and at least as generous in every case.)

4.2  Always-eligible refunds

Regardless of the window above, we will refund you if:

• Duplicate charge — you were charged more than once for the same subscription period.
• Billing error — you were charged an amount different from the advertised price of your plan.
• Failed activation — your payment succeeded but your subscription could not be activated and we could not resolve it.
• Unauthorised payment — a charge you did not authorise (report it promptly and we will investigate).

4.3  What is not refundable

• Partially used subscription billing periods after the 7-day window (you keep access until the period ends). One-time exam passes are different — they stay exitable at any time under the Fair Exit terms in section 5.
• Automatic renewals — cancel before the renewal date to avoid the next charge (we send a reminder before renewing).
• One-time hours top-ups after the 7-day window, or once more than 1 tutoring hour of them has been used.

5. Pass exits (Fair Exit) — for existing pass holders

The one-time exam passes (sold until August 2026) are no longer available for purchase, but if you bought one, every term you were sold still stands. Beyond the flat 7-day refund above, every India pass carries our Fair Exit promise: leave any time, and your refund is the amount you paid minus a flat ₹250 for each tutoring hour you have used. Approved Fair-Exit refunds are processed within 7 days of approval.

The "zero-point" disclosed for each pass is the used-hours count at which the refund reaches ₹0 — past it there is nothing left to refund:

• Class 12 Pass (2027 attempt): Leave any time: refund = amount paid minus ₹250 per tutoring hour used. Zero-point: 80 hours.
• Dropper Pass (2027 attempt): Leave any time: refund = amount paid minus ₹250 per tutoring hour used. Zero-point: 104 hours.
• Two-Year Pass (Class 11): Leave any time: refund = amount paid minus ₹250 per tutoring hour used. Zero-point: 184 hours.

To exit, email support@prepgraph.com from your account email with the payment reference. Hours used are read from your account's tutoring-time ledger — the same meter your wallet shows.

6. Dropper Seat Promise — for existing pass holders

The Dropper Pass (2027 attempt) (no longer sold) additionally carries our Seat Promise for everyone who bought it:

If your child gets a seat in a later counselling round (MCC/state, through Dec 31, 2026), we refund everything except ₹250 per hour used.

• Scope: seats allotted in MCC or state counselling rounds, through December 31, 2026.
• Verification: one photo of the seat-allotment letter, sent from your account email — nothing more.
• Amount: everything you paid minus ₹250 per tutoring hour used (the same Fair-Exit deduction), processed within 7 days of verification.
• The Seat Promise applies to the Dropper Pass only — it is priced for the drop-year cohort's counselling odds.

7. How to request a refund & timelines

Email support@prepgraph.com with your account email and the payment reference (from your invoice or Razorpay receipt). We acknowledge every request within 48 hours and aim to resolve it well within the timelines required by the E-Commerce Rules.

Approved refunds are returned to your original payment method through Razorpay, typically within 5–7 business days. The exact time depends on your bank and method (UPI, cards, net banking, wallets).

8. Taxes (GST)

Prices shown at checkout for Indian customers are inclusive of applicable Goods and Services Tax (GST). Where a refund is issued, it includes the GST component of the amount you paid.

Supplies to customers in India are made by Prepgraph Private Limited (GSTIN 03AARCP1868M1ZT).

9. Grievance redressal

In line with the Consumer Protection (E-Commerce) Rules, 2020, you may raise any billing or refund grievance with our Grievance Officer. We acknowledge grievances within 48 hours and endeavour to resolve them within one month of receipt.

10. Your statutory rights

Nothing in this policy limits any non-waivable rights you have under Indian consumer-protection law. Where this policy and the law conflict, the law prevails.