This policy governs all payments made on our platform through authorized payment gateways (including Razorpay and partner banks). It defines the rules for cancellations, refunds, reversals, and chargebacks in compliance with applicable Indian laws and RBI payment aggregator guidelines.

1. Purpose & Scope

This policy governs all payments made on our platform through authorized payment gateways (including Razorpay and partner banks). It defines the rules for cancellations, refunds, reversals, and chargebacks in compliance with applicable Indian laws and RBI payment aggregator guidelines.

2. Definitions

For the purposes of this Policy, the following terms shall have the meanings ascribed to them below:

• User/Customer: Any person making a payment on the platform.
• Services: Courses, subscriptions, digital content, or any offering sold.
• Payment Gateway (PG): Authorized intermediary facilitating online payments.
• Chargeback: A dispute raised by the cardholder with the issuing bank to reverse a transaction.

3. Cancellation Policy

Cancellation requests must be initiated within 3 (three) days / 72 hours from the time of purchase. Requests must be raised via:

• Registered email to support@codeedu.co
• In-app/dashboard support module – raise a query in the platform

Non-Cancellable Cases:

• Accessing any portion of the digital content (including preview, download, or streaming) shall be deemed as full consumption of the service and will render the transaction non-refundable.
• Services already accessed or consumed (e.g., course content viewed or downloaded).
• Subscription periods already commenced.
• Customised or institution-assigned programmes.

4. Refund Eligibility

Refunds may be approved under the following conditions:

• Duplicate/Erroneous Transaction (technical error, multiple debits).
• Failed Transaction with Debit (amount debited but order not created).
• Service Non-Delivery (paid but not provisioned within committed timeline).
• Valid Cancellation within the eligible window.
• Regulatory/Legal Requirement mandating refund.

Non-Eligible Scenarios:

• Change of mind after purchase.
• Partial usage or consumption of services.
• Failure to attend sessions/examinations (where applicable).
• Incorrect details provided by the User.
• Breach of Terms of Service by the User.
• Subscription period already commenced.
• Customised or institution-assigned programmes.
• Accessing any portion of digital content (preview, streaming, download) will be treated as full consumption.

All refunds are subject to approval at the sole discretion of CODEEdu.

5. Refund Timelines & Mode (RBI/PG Aligned)

• Initiation (Merchant side): Within 5–7 business days of approval.
• Credit to source (Bank/PG side): Additional 5–10 business days.
• Refunds are processed only to the original payment instrument (card/bank/wallet) as per RBI and card network rules.
• For UPI and net banking, refunds will be routed back to the source account.

Note: Timelines may vary based on issuing bank, card network (Visa/Mastercard/RuPay), or NPCI processing cycles.

6. Transaction Failures & Auto-Reversals

If a transaction fails but funds are debited, the amount is typically auto-reversed by the bank within 5–7 business days. If not received, Users must:

• Check with their issuing bank; and
• Share the transaction reference (UTR/ARN) with our support for assistance.

7. Chargebacks & Dispute Management

Users are requested to contact us prior to initiating a chargeback. Upon receipt of a chargeback from the bank/PG, we will submit evidence (order logs, IP/device data, access logs, invoices, communication records) within prescribed timelines. The dispute will be governed by card network rules and RBI frameworks.

Misuse or frivolous disputes may result in:

• Account suspension.
• Denial of future services.
• Recovery/legal action where applicable.

8. Deductions, Fees & Taxes

• GST and statutory levies shall be refunded in accordance with prevailing tax laws where the underlying transaction is refunded.
• Payment gateway fees/processing charges may be deducted from the refund, where permitted.
• Any promotional credits/discounts availed may be reversed upon refund.

9. Compliance with Indian Laws & RBI Norms

We operate in compliance with applicable Indian laws and regulatory frameworks. All refund requests are subject to review and approval at the sole discretion of CODEEdu, in accordance with this Policy and applicable laws. The applicable regulatory framework includes, inter alia:

• Information Technology Act, 2000 and applicable rules (including electronic records and data protection obligations).
• RBI guidelines on Payment Aggregators and Payment Gateways (including settlement, refunds to source, and dispute handling).
• Applicable card network rules (Visa, Mastercard, RuPay) and NPCI standards for UPI transactions.

We maintain appropriate transaction records, audit trails, and data security controls as required by law and PG partners.

10. KYC, Fraud Prevention & Risk Controls

• Transactions are subject to fraud checks (device/IP analysis, velocity checks, 3DS authentication for cards).
• Suspicious transactions may be placed on hold, cancelled, or refunded at our discretion.
• We may request additional KYC or verification documents before processing high-value refunds.

11. Settlement & Reconciliation

• Merchant settlements are processed by the PG as per agreed T+N cycles.
• Refunds, reversals, and chargebacks are adjusted against settlements as per PG terms.
• We maintain reconciliation reports for all transactions, refunds, and disputes.

12. Customer Support & Escalation Matrix

For all queries, complaints, or escalations, Users may contact us at:

• Email: support@codeedu.co
• Phone: +91-8696922922
• Address: 1007-8, Horizon Tower, Jewel of India, Jaipur, Rajasthan

Escalation Matrix:

• Level 1 – Support Team (TAT: 48–72 hours)
• Level 2 – Nodal Officer: Mr. Nikhil (nikhil.behal@codeedu.co)
• Level 3 – Grievance Officer: Ms. Aastha Chhajed (aastha@codeedu.co)

13. Limitation of Liability

To the extent permitted by law, CODEEdu shall not be liable for:

• Delays caused by banks, payment gateways, or card networks.
• Incorrect details entered by Users.
• Indirect or consequential losses arising from payment failures.

14. Dispute Resolution and Governing Law

Any dispute, controversy, or claim arising out of or relating to this Policy, any transaction, refund, cancellation, chargeback, or use of the platform shall first be attempted to be resolved amicably within thirty (30) days of written notice by either party.

If unresolved, the dispute shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996, by a sole arbitrator mutually appointed by the parties. The seat and venue of arbitration shall be Jaipur, Rajasthan. The arbitration proceedings shall be conducted in English and Hindi.

This Policy shall be governed by and construed in accordance with the laws of India. Subject to the arbitration clause, the courts at Jaipur, Rajasthan shall have exclusive jurisdiction for interim relief, enforcement of arbitral awards, and matters incidental thereto.

15. Electronic Acceptance

By accessing the platform, making any payment, or continuing to use the services after publication of this Policy, the User acknowledges that they have read, understood, and agreed to be bound by this Policy and any updates made from time to time.

16. Force Majeure

CODEEdu shall not be liable for any delay, interruption, or failure in performance caused by events beyond its reasonable control, including acts of God, natural disasters, pandemic, war, civil disturbance, governmental actions, banking network failures, internet outages, power failures, or payment gateway disruptions.

17. Severability

If any provision of this Policy is held invalid, unlawful, or unenforceable by a competent authority, such provision shall be severed to the extent of such invalidity, and the remaining provisions shall continue in full force and effect.

18. No Waiver

Failure or delay by CODEEdu in exercising any right, remedy, or provision under this Policy shall not constitute a waiver of such right or prevent its future enforcement.

19. Fraudulent or Abusive Claims

CODEEdu reserves the right to reject any refund, cancellation, or chargeback request found to be fraudulent, abusive, repetitive, misleading, or unsupported by valid evidence, and may suspend or restrict access to the platform subject to applicable law.

20. Limitation for Claims

Any claim relating to a payment, refund, cancellation, or transaction discrepancy must be raised by the User within thirty (30) days from the date of the relevant transaction, failing which such claim may not be entertained, subject to applicable law.

21. Policy Updates

CODEEdu may update this Policy to reflect regulatory changes (RBI/IT Act) or operational needs. Updates will be posted on the platform with the revised effective date.