Refund, Return & Cancellation Policy

What this policy covers

This policy explains when a payment made on Quiz129 can be cancelled or refunded, how long each step takes, and what is not refundable. It applies to everything you can pay for on the platform:

• Premium membership — monthly or longer plans that unlock premium learning features.
• Attempt credits — packs that let a student re-attempt quizzes beyond the included limit.
• Championship entries — paid entry to a competitive quiz event.
• Organisation subscriptions — paid plans and modules used by a school, coaching centre or tuition organisation.

This policy forms part of our Terms of Use. Where a specific offer states its own refund terms at the point of purchase, those terms apply in addition to this policy.

Cancelling a payment

You may cancel a payment within 24 hours of making it, provided the purchase has not already been consumed.

• A purchase is consumed when you have started using what it paid for — for example, a premium-only feature has been used, an attempt credit has been spent, or a championship you entered has begun.
• Cancelling a renewal stops future charges. It does not shorten the membership you have already paid for; that continues until its end date.
• You can stop an upcoming renewal at any time from your membership page — you do not need to contact us to prevent a future charge.
• Cancelling does not delete your account or your learning history. To do that, see the account-deletion options in our Privacy Policy.

When you are eligible for a refund

We will normally approve a refund where:

• You cancelled within the 24-hour window and had not used the purchase.
• You were charged more than once for the same thing, or charged twice by a retry.
• You paid but the benefit was never delivered — for example, a payment succeeded at your bank but the membership or credits did not activate.
• A paid event was cancelled by us, or was materially changed after you entered.
• A feature you specifically paid for was unavailable for a sustained period due to a fault on our side.
• The payment was not authorised by you — see the section on unauthorised payments below.

If your situation is not listed here, still write to us. We would rather look at it than have you assume the answer is no.

Exceptions — what is not refundable

So that expectations are clear before you pay, the following are not refundable:

• A membership period that has already been substantially used — we may refund proportionally at our discretion, but we are not obliged to.
• Championship entries once the event has started, because seats and question sets are allocated at that point.
• Attempt credits that have been spent. Unspent credits from the same purchase can still be refunded within the cancellation window.
• Purchases where the account was suspended for a breach of our Terms of Use, such as cheating or misuse.
• Prizes, rewards and rating changes, which have no cash value and cannot be exchanged.
• Requests made long after the payment, beyond the windows described in this policy, unless the law requires otherwise.

Nothing in this section removes a right you have under Indian consumer law.

How to request a refund or cancellation

1. Email support@quiz129.com from the email address on the account, or use our contact page.
2. Tell us the date and amount of the payment and, if you have it, the payment or order reference.
3. Tell us briefly what went wrong. You do not need to give a reason for a cancellation inside the 24-hour window.
4. We reply with a ticket reference so you can follow it up.

Please do not send card numbers, UPI PINs, passwords or OTPs. We will never ask you for them, and we do not need them to process a refund.

Verification steps & timelines

Every request goes through the same verification, so that outcomes are consistent and a refund cannot be issued to the wrong person:

1. Identity check — we confirm the request comes from the account holder, or from the parent, guardian or organisation owner responsible for that account.
2. Payment check — we match the payment against our records and our payment partner's records.
3. Usage check — we check whether the purchase was consumed, which determines eligibility.
4. Decision — we approve, partially approve, or decline with the reason stated.

Timelines:

• We acknowledge your request within 2 working days.
• We complete verification and decide within 3 working days.
• Once approved, we issue the refund within 7 working days.
• Your bank or payment provider may take additional days to show the credit. That final step is controlled by them, not by us.

How refunds are credited

• Approved refunds are credited to the original payment method — the same card, UPI ID, wallet or bank account used to pay. This is a fraud-prevention requirement and we cannot redirect a refund elsewhere.
• If that method has since been closed, we will ask you for proof of the closure before arranging an alternative route.
• Refunds are issued in the original currency for the original amount. We do not refund bank charges or currency-conversion differences applied by your provider.
• Where a coupon or discount was used, we refund what you actually paid, not the pre-discount price.
• A partial refund leaves the rest of the purchase active, and we will tell you exactly what remains.
• When a refund is issued, the related benefit is withdrawn — a refunded membership ends, and refunded credits are removed.

Failed, duplicate & unauthorised payments

• Failed payment, money debited. Payment providers usually reverse these automatically, often within a few working days. If it has not reversed, contact us with the reference and we will trace it.
• Duplicate payment. Tell us and we will refund the extra charge in full. You do not lose the benefit you paid for.
• Payment you did not authorise. Contact us and your bank immediately. We will freeze the related benefit while we investigate, and we cooperate with your bank's process.

Organisation subscriptions

Where a school, coaching centre or tuition organisation pays for a plan or module:

• Only the organisation owner, or someone they authorise in writing, can request a cancellation or refund.
• Cancelling stops the next renewal; the current paid period runs to its end date.
• Removing staff or students does not automatically change an active subscription — the owner must cancel it.
• Fees that an organisation collects from its own students are between that organisation and those students. Quiz129 records those transactions but is not a party to them, and refunds of them are the organisation's responsibility.
• On cancellation, the organisation keeps the ability to export its records for a reasonable period.

Records, audit & compliance

Every cancellation, return and refund is recorded, so both you and we can reconstruct exactly what happened:

• We log the request, who made it, the verification result, the decision and the reason, and the date the refund was issued.
• Each refund is tied to the original payment record, so the money trail stays complete for accounting and tax purposes.
• These records are retained for as long as required for audit, tax and legal compliance, even after an account is closed — see how long we keep data.
• Access to refund records is restricted to staff who need it, and administrative actions are attributed to the individual who performed them.
• You may ask us for a copy of the record relating to your own refund.

Grievance & contact

If you are unhappy with a refund decision, you can escalate it. Write to our grievance officer, [Grievance Officer — to be confirmed], at support@quiz129.com, or to [Company Name — to be confirmed], [Company Address — to be confirmed]. Please include your original ticket reference. We will review the decision independently of whoever made it first and respond with our final position and the reasoning.

Changes to this policy

We may update this policy as our products or the law change. The version that applies to your purchase is the version published on the day you paid. Material changes will be notified on the platform. The "Updated" date at the top of this page always reflects the current version.