Introduction
This Refund Policy governs your use of Smart School App ("the Platform"), a multi-tenant School Management SaaS operated by Raei Technologies ("we", "us", "our") from Bangalore, Karnataka, India. By registering, subscribing to, or otherwise accessing the Platform you agree to this document. If you do not agree, please stop using the Platform.
Refund Eligibility
Refunds may be issued in the following situations:
- A duplicate charge caused by a payment gateway error.
- A charge made in error by us against a cancelled account.
- A technical failure of the Platform that prevented all use for more than seven (7) continuous days and was not resolved within our SLA.
Non-Refundable Payments
The following are not eligible for refund:
- Any portion of a subscription that has already been used.
- Downgrades from Annual to Monthly.
- Cancellations initiated by the school before the end of a billing cycle.
- Charges arising from a school's failure to disable auto-renewal in time.
- Third-party transaction fees charged by the payment gateway.
Duplicate Payments
Duplicate payments detected by us or reported by the school within thirty (30) days will be refunded in full to the original payment method within seven (7) working days.
Accidental Payments
Accidental payments made by an authorised administrator may be refunded at our discretion if the request is received within seventy-two (72) hours of the charge and the corresponding subscription has not been used.
Technical Failure
In the event of a qualifying technical failure, the school may choose between an extension of the subscription term (equal to the outage) or a pro-rata refund of the affected days.
Refund Processing Timeline
Approved refunds are initiated within seven (7) working days. Depending on the payment method, the amount will reflect in the school's account within five (5) to fifteen (15) working days.
Exceptions
We reserve the right to make case-by-case exceptions where fairness requires it. Any exception is discretionary and does not create a precedent.
Contact Us
Questions, requests, or concerns about this document can be sent to us:
- Company: Raei Technologies
- Address: Bangalore, Karnataka, India
- Email: support@raeitech.com
- Website: https://app.raeitech.com