Refunds and cancellation

The short version

• Unused, within 4 weeks: if you have not used a purchase at all, you

can ask for a full refund within **4 weeks (28 days) of the date you

paid**, for any reason.

• Used, at any time: once you have used a purchase, even by opening a

single question, it cannot be refunded for a change of mind.

• Always: a duplicate charge, a payment that did not give you access,

and anything that went wrong on our side are put right at any time,

used or not.

What "used" means

What you buy here is immediate access to digital training content:

scenarios, questions, explanations and assessments. There is nothing to

send back, so the test is whether you have opened it.

A purchase counts as used from the first time, after you paid, that you:

• open any scenario, exercise or practice game, or answer any question in

one;

• start the placement (the Positioner);
• start any paper or sitting; or
• run any revision.

For a certification voucher, which buys one sitting and nothing else,

only starting a sitting counts as use. The voucher is spent the moment the

first question of that sitting is served, whatever the result: the

questions have been seen and cannot be unseen.

The platform records the date and what was opened, so neither of us has

to rely on memory. Your invoice page shows it, and if you have not used

the purchase it shows the last date a refund can be asked for.

Asking for a refund

Open the invoice for the payment under My invoices and choose

Request a refund, or write to the grievance officer named below. Tell

us which payment it is.

• Unused, within 4 weeks of paying: a full refund of the amount paid,

including GST.

• Unused, but more than 4 weeks after paying: not refundable for a

change of mind.

• Used: not refundable for a change of mind, however soon after paying.

Plans do not renew on their own

Every plan runs for the term shown when you buy it, such as 365 days, and

then ends. Nothing is charged again unless you choose to pay again.

There is nothing to cancel and no renewal to forget. When a plan ends, you

return to the free tier.

Returning to free does not take anything away from you. Your attempts,

your scores and every credential you hold remain available. What stops is

access to the material your paid plan reached.

Part-used periods are not refunded. You keep access until the end of the

term you paid for.

What we always refund

These are not exceptions to the rules above. They are cases where you paid

and did not get what you paid for. They apply at any time, used or not.

• A duplicate charge. Charged twice for the same thing, we refund the

duplicate without argument.

• A payment that bought nothing. If money left your account and the

access was never granted, we either grant it or return the money,

whichever you prefer.

• Access we failed to deliver. If the service was unavailable for a

material period, if a sitting was lost to a defect on our side, or if a

credential was withdrawn because of our error rather than yours, we will

put it right. That may mean a refund, a replacement voucher or an

extension, and we will agree with you which.

• A charge you did not authorise. Tell us and we will refund it and

look at how it happened.

How a refund reaches you

A refund goes back to the account you paid from, and nowhere else:

• for UPI, the same UPI ID;
• for a card or net banking, the same card or account.

We start an agreed refund within 3 working days. How long it then takes to

appear depends on your bank, and is usually 5 to 10 working days.

GST charged on a refunded payment is refunded with it. We issue a credit

note against the original tax invoice.

Seats bought by an employer

If your employer bought your seat, the money is theirs and any refund goes

to them. An employer withdrawing a seat does not remove what you earned

while you held it.

Complaints and the grievance officer

Under the Consumer Protection (E-Commerce) Rules, 2020, our grievance

officer is:

• Name: Jos Jacinth
• Designation: Grievance Officer, Let Us Support Private Limited

(PalmDigitalz)

• Email: jacinth@letussupport.in
• Address: No. 35, 2nd Floor, Annai Theresa Street, Anandhapuram, East

Tambaram, Chennai, Tamil Nadu 600059, India

We acknowledge every complaint within 48 hours and resolve it within

one month of receiving it.

Your statutory rights

Nothing here removes a right you have under the Consumer Protection Act,

2019 or any other Indian law. Where this policy and the law differ, the law

applies. If you believe you are entitled to a refund this policy does not

give you, write to the grievance officer and say why, rather than assuming

the answer is no.