Clear rules for cancellations, refunds, and payment reversals.

This Policy applies to payments collected by Urjasoft for Evalat subscriptions, renewals, institution plans, and one-time platform entitlements such as an institution exam-usage reset. It does not govern a payment collected independently by an institution, educator, app store, reseller, or other third party.

The price, billing interval, first-payment discount, tax, included limits, renewal terms, and any special refund term displayed at checkout form part of the purchase. A signed institution or enterprise order form may contain specific cancellation or refund terms and will control that business purchase to the extent permitted by law. Mandatory consumer, payment-system, and other statutory rights always prevail.

This Policy should be read with the Terms of Service, Privacy Policy, and the relevant invoice or order record.

Eligible subscribers can use the billing workspace to cancel renewal at the end of the current billing period. Cancellation stops a future renewal; it does not automatically reverse the current payment or create a refund request. The confirmation shown in the billing workspace states the intended effective timing.

Submit cancellation before the next charge. If a payment provider requires a separate mandate cancellation, Urjasoft will process or guide that cancellation through the provider. Deleting an account, leaving an institution, not using the service, or allowing a payment method to fail does not by itself cancel a subscription.

If a renewal occurs after a cancellation was successfully confirmed before the applicable cut-off, send the confirmation and transaction details to Urjasoft for correction.

Subject to verification and any more favorable mandatory right, the following rules apply:

"Material paid usage" includes publishing or delivering a paid assessment, recording a paid attempt or result, issuing a certificate, applying a purchased usage reset, materially consuming paid seats or storage, or generating, importing, exporting, or otherwise consuming paid content or platform-managed AI allowances. Merely signing in, viewing billing information, or changing profile settings is not material paid usage.

Usage will not be applied mechanically to defeat a refund required because the service was defective, deficient, misdescribed, unlawfully supplied, or otherwise refundable under mandatory law.

Unless required by law or expressly approved by Urjasoft, a refund is not available for:

• a free plan, free trial, coupon, promotional credit, or amount that was never captured;
• a subscription period after material paid usage or after the applicable request window;
• unused time resulting only from late cancellation, non-use, removal from an institution, device incompatibility that was disclosed, or failure to meet published technical requirements;
• a one-time exam-usage reset, quota addition, storage allocation, or similar entitlement after it has been applied or consumed;
• custom onboarding, migration, training, configuration, or other professional work already delivered under an order form;
• an account restricted for fraud, unlawful conduct, chargeback abuse, or a material breach, except where mandatory law requires otherwise;
• currency-conversion differences or fees independently charged by a bank or payment provider and not received by Urjasoft.

Downgrades and mid-cycle plan changes do not automatically create a prorated cash refund. Any displayed credit or proration will be governed by the checkout confirmation or written order terms.

Failed or pending transaction

If Evalat shows a payment as failed or pending and Urjasoft did not capture the amount, there is no merchant refund to issue. A debit caused by a failed payment is normally reversed by the bank or payment-system participant under the applicable payment rules. Urjasoft will provide available order and provider references to help trace the transaction and will not delay a mandatory auto-reversal.

Duplicate payment

If two captured payments relate to the same intended order and only one entitlement was supplied, Urjasoft will refund the verified duplicate. Two distinct confirmed orders, renewals, or separately supplied entitlements are not automatically duplicates.

Unauthorized payment or chargeback

Report an unauthorized transaction immediately to Urjasoft, the payment provider, and the issuing bank. Urjasoft may temporarily secure the account while investigating. Starting a chargeback does not create a right to receive a second refund for the same payment. Nothing in this Policy restricts a lawful right to contact a bank, payment provider, regulator, ombudsman, or consumer forum.

Use the Evalat contact form or email contact@urjasoft.com with the subject "Evalat Refund Request". The request must come from the payer, the account holder, or an authorized institution billing administrator.

Include:

• the registered account email and institution name, if applicable;
• the Evalat order or invoice number;
• payment date, amount, currency, and gateway or payment method;
• the reason for the request and the remedy requested;
• relevant screenshots, cancellation confirmation, or a redacted bank statement if needed to trace the charge.

Never send a password, OTP, CVV, card PIN, UPI PIN, full card number, online-banking password, or unmasked identity document. Urjasoft may request limited additional information through a secure channel to verify the payer, authority, and transaction.

1. Acknowledgement: Urjasoft aims to acknowledge a complete request within 48 hours.
2. Review: Urjasoft checks the order, payment capture, invoice, subscription period, cancellation record, delivered entitlements, material usage, support history, and any provider evidence.
3. Decision: Urjasoft aims to provide a decision within 7 business days after receiving the information needed for review. A complex provider, fraud, enterprise-contract, or legal review may take longer, but a consumer grievance will be handled within the period required by applicable law.
4. Notice: The decision will state whether the request is approved, partly approved, requires more information, or is declined, with a concise reason.

Statutory reversal, refund, compensation, or grievance timelines apply where they are shorter or otherwise mandatory. A customer should not wait for Urjasoft's internal review before reporting an unauthorized or failed transaction to the issuing bank.

An approved refund is normally initiated to the original payment method and payer in the original transaction currency. Urjasoft will not redirect a refund to an unrelated person or payment instrument. If the original route is unavailable, Urjasoft may request verified account details through a secure process or use another lawful method.

Urjasoft aims to instruct the payment provider within 5 business days after approval. The provider, bank, card network, UPI participant, or other payment-system participant may need additional time to display the credit. Any estimated provider time is not a waiver of a faster mandatory timeline.

The refund amount will include or adjust GST and other taxes as applicable to the reversed supply. Urjasoft may issue a credit note, void document, or revised invoice where required. Bank or foreign-exchange charges not received by Urjasoft may need to be addressed with the relevant provider.

When a full refund is completed, the corresponding paid plan, quota, reset, seat allocation, or other entitlement may be withdrawn or downgraded. A proportionate refund may result in a proportionate adjustment. Urjasoft will avoid withdrawing access needed to retrieve records where a mandatory right or written resolution requires continued access.

A refund does not automatically delete the account, assessment records, invoices, security logs, or institution-controlled data. Retention and deletion are governed by the Privacy Policy, assessment-integrity requirements, tax and accounting duties, disputes, and applicable law.

Where access was purchased by an institution, the institution's authorized billing contact will ordinarily receive the commercial decision. Individual users may still exercise their own non-waivable legal and privacy rights.

Urjasoft may update this Policy for product, provider, commercial, or legal changes. The effective date will be updated, and a material change will apply prospectively unless law requires otherwise. An update will not cancel a refund already approved in writing.

If a refund response does not resolve the issue, submit a grievance using the contact below. Disputes are handled by Urjasoft under Indian law and the dispute section of the Terms of Service. Mandatory rights to approach a consumer commission, regulator, payment-system participant, ombudsman, or other competent forum remain available.

For faster tracing, use the subject "Evalat Refund Request" and include the order or invoice number. Product and billing requests may also be submitted through the contact form.