1. Read this first if you are a parent
If you paid school fees through Learner Lead, this policy does not apply to you.
Those fees were paid to your institution, not to us. Where the institution uses its own payment-gateway account, the money settled directly into the institution’s bank account and we never held it. The institution sets its fee structure, its concessions, its fines and its refund rules, and only the institution can issue a refund.
Contact your school office. If a payment failed but money left your account, tell the school and give them the transaction reference; that case is usually a gateway settlement delay and resolves within five to seven working days.
The rest of this page is about subscription fees an institution pays to Learner Lead.
2. What you are buying
Learner Lead is sold to an institution as a subscription, charged per enrolled student and billed in advance, either monthly or annually, in Indian rupees, with GST added at the applicable rate. Usage-based add-ons such as messaging credit packs and additional storage are sold separately as prepaid packs.
3. Cancelling a subscription
An institution may cancel at any time by writing to us from a registered administrator account. Cancellation takes effect at the end of the current billing term.
- Monthly subscriptions. Cancel at any point. Access continues to the end of the paid month and the subscription does not renew.
- Annual subscriptions. Cancel at any point. Access continues to the end of the paid year and the subscription does not renew.
Cancelling stops future billing. It does not, by itself, delete your data. See section 7.
4. Refunds
4.1 The general position
Subscription fees are paid in advance for a defined term and are not refundable for the unused part of that term. A school year is planned around the systems it runs on, and we size capacity and support against committed terms.
There are four exceptions, and we apply them without argument.
4.2 Billing errors
If we invoiced the wrong amount, charged the wrong entity, double-charged, or billed a headcount that does not match your register, we refund the difference in full. Tell us within ninety days of the invoice date and we will check it against the stored headcount, which is recorded per month rather than estimated.
4.3 A material failure we cannot fix
If the platform is materially unavailable or materially fails to do what the order form says it does, and we have not fixed it within thirty days of you telling us in writing, you may terminate and receive a pro-rata refund of the fees covering the remaining term.
4.4 Cancelling within fourteen days of a first subscription
An institution subscribing for the first time may cancel within fourteen days of the start of its first paid term and receive a full refund, provided no more than one hundred student records have been created. This exists so that an institution which discovers Learner Lead is genuinely wrong for it is not held to a year. It applies once, to the first term only, and not to a renewal.
4.5 A price change you did not accept
If we raise the price for a renewal term and you tell us before that term begins that you do not accept it, the subscription simply does not renew and nothing further is charged. If a renewal has already been billed at the new price, we refund it in full.
5. What is never refundable
- Consumed add-on credits. Messaging credits and storage that have been used.
- Unused add-on credits after expiry. Packs carry an expiry date stated at purchase. Credits are consumed oldest-first so an earlier pack is spent before a later one.
- Goods and services tax already remitted, where the refund itself does not qualify for a credit note under GST rules. Where it does, we issue the credit note.
- Onboarding, data-migration or configuration work that has already been carried out.
6. How a refund is made
Approved refunds are returned to the original payment method and the original payer. We do not refund to a different account, because paying money to an account that did not send it is how invoice fraud works.
We approve or decline within seven working days of receiving the request with the information needed to assess it. Approved refunds are initiated within seven working days of approval. Once initiated, the time to reach your account is the bank’s or the gateway’s, which is usually five to ten working days.
Every refund is issued with a credit note referencing the original invoice, so your accounts reconcile.
7. Non-payment, suspension and your data
If an invoice is not paid by its due date we send reminders on a fixed schedule. The final reminder states the date on which access will be suspended. Suspension pauses access; it does not delete anything, and access is restored once the outstanding amount is settled.
Whether you cancel, or we suspend and the subscription then ends, your data is available for export for thirty days after the subscription ends. Export it in that window. After it closes we delete institution data in line with the privacy policy, and deletion is not reversible.
8. Making a request
Send cancellation and refund requests from a registered administrator account to the legal address at the foot of this page, with your institution name, the invoice number and what you are asking for. If you disagree with a decision, the grievance route in the DPDP notice is open to you.