Effective Date: [DATE] • Last Updated: [DATE]
This Purchases, Payments, Cancellations & Refund Policy ("Policy") governs purchases, payments, cancellations, refunds, subscriptions, and related commercial arrangements made in connection with the Velvuri Platform, operated by Vidyasage Labs ("Vidyasage Labs", "Velvuri", "we", "our", or "us"). This Policy forms part of, and should be read together with, Velvuri's Terms & Conditions, Honor Code, and Privacy Policy, which govern intellectual property, acceptable use, academic integrity, and data handling; this Policy does not repeat those provisions.
This Policy is intended to apply broadly across current and future commercial models, including individual purchases, institutional and organizational purchases, enterprise licensing, subscription plans, partner and reseller arrangements, white-label deployments, promotional offers, and future products and services.
Delivery of Services includes making purchased Platform access, licences, subscriptions, or agreed Services available in accordance with the applicable commercial arrangement. Nothing in this Policy limits any rights available to consumers under applicable law.
This Policy is governed by the laws of India. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka.
The Platform may be offered on a free, promotional, trial, subscription, licensed, or otherwise commercially offered basis, under current or future pricing models, including individual, institutional, enterprise, partner, or usage-based arrangements. Pricing and commercial terms are set out in the applicable proposal, agreement, or account arrangement, and may vary based on the customer type, scope, and Platform functionality involved.
Applicable taxes, including GST or equivalent taxes in the relevant jurisdiction, will be charged where required by law, unless expressly stated otherwise.
Payments may be processed directly by Vidyasage Labs or through authorised third-party payment service providers. Approved refunds will ordinarily be returned to the original payment method used, where reasonably possible, and are typically processed within 7 to 10 business days of approval. Actual timelines may vary depending on the payment method, payment service provider, and applicable banking or regulatory processes; Vidyasage Labs does not control, and is not responsible for, delays caused by those third parties.
Where a customer is charged an incorrect amount due to a pricing or billing error, whether caused by human error or a technical malfunction, Vidyasage Labs may cancel the affected order and refund the amount paid.
Where a purchase is made by an Institutional Customer, the applicable commercial terms, including refunds, cancellations, renewal, and payment terms, are governed by the relevant proposal, agreement, purchase order, statement of work, or similar commercial document between Vidyasage Labs and that Institutional Customer. Where such a document expressly modifies this Policy, that document prevails to the extent of the modification; otherwise, this Policy applies.
Where an Institutional Customer requires Vidyasage Labs to countersign, acknowledge, or operate under a purchase order, vendor agreement, procurement form, or similar document supplied by that Institutional Customer, this Policy and the Terms & Conditions shall prevail over any additional or conflicting terms in such a document, unless expressly agreed to in writing by an authorised representative of Vidyasage Labs. This is intended to ensure both parties operate from a clear, consistent set of terms, and does not prevent Vidyasage Labs from agreeing to reasonable, mutually acceptable modifications on a case-by-case basis.
Purchases made through third-party marketplaces, partners, or resellers may also be subject to the applicable commercial terms of those providers, where required.
Where the Platform is offered on a subscription or term basis, cancellation of future renewals does not, by itself, entitle a User or Institutional Customer to a refund for the current subscription or licence period. Unless otherwise agreed or required by law, access will generally continue through the end of the paid period following a cancellation request.
Where Vidyasage Labs terminates an Institutional Customer's arrangement for its own convenience, and not for that customer's breach or fault, a pro-rata refund applies as set out in the Terms & Conditions' Termination provisions.
Access to Platform Services generally constitutes delivery of the purchased digital service or Platform access. Refunds are accordingly treated as an exception rather than a default entitlement, and are considered:
A User's own performance, satisfaction, or outcomes on Platform content, including having completed a scenario or assessment and being dissatisfied with the resulting score, does not, by itself, constitute a service failure or grounds for a refund; this is separate from, and does not limit, the review described above for genuine service failures. A User's disagreement with a specific score, explanation, or evaluation, including where the User believes their own reasoning was also reasonable, is a matter of judgment rather than a service failure, and does not, by itself, constitute grounds for a refund.
Where a refund is granted for a confirmed service failure attributable to Vidyasage Labs, Vidyasage Labs will not, as a matter of policy, limit that refund to a partial amount solely because some use of the Service occurred before the failure was identified; the appropriate amount will be assessed reasonably in light of the circumstances.
A refund request will not be granted where the requesting account is suspended or terminated for violation of the Terms & Conditions or the Honor Code.
Where a refund request is based on grounds other than a confirmed service failure, eligibility may take into account factors including, without limitation, the extent of Platform access, account activity, content consumption, subscription usage, delivery status, implementation progress, technical issues reported, and any other circumstances reasonably relevant to the request. This Policy does not fix specific usage thresholds, as Platform content and functionality continue to evolve.
To request a refund, contact Vidyasage Labs at HELLO@VELVURI.COM with details of the payment, the account or Institutional Customer involved, and the reason for the request. Vidyasage Labs will acknowledge the request within a reasonable period, review the account and circumstances, and may request further information or propose an alternative resolution before reaching a decision. Where reasonably practicable, Vidyasage Labs will communicate a decision within a reasonable period of receiving a complete request.
A User or Institutional Customer who considers that a refund decision was made in error may request a review by replying to the decision communication with the grounds for the request and any supporting information. Where reasonably practicable, the review will be conducted by a person not involved in the original decision, and a determination will be communicated within a reasonable period.
From time to time, Vidyasage Labs may offer promotional pricing, discounts, coupon codes, referral benefits, founding-cohort offers, goodwill credits, promotional or beta access, account credits, or similar programmes. Vidyasage Labs reserves the right to introduce, modify, withdraw, or discontinue any such programme at its discretion, subject to any specific terms applicable to that programme at the time it was offered.
Vidyasage Labs may investigate and take appropriate action, including suspension of an account, where it reasonably suspects fraudulent transactions, payment abuse, credential misuse, account sharing, repeated or abusive refund requests, chargebacks raised without first engaging Vidyasage Labs' support process, or other attempts to circumvent this Policy or applicable payment obligations. Users are encouraged to engage Vidyasage Labs' support process before initiating a payment dispute or chargeback with their payment provider, so that genuine concerns can be resolved directly wherever possible.
Temporary interruptions arising from maintenance, upgrades, security events, internet or telecommunications failures, third-party service interruptions, or similar operational issues do not, by themselves, create an entitlement to a refund, credit, subscription extension, or compensation, unless required by applicable law or expressly approved by Vidyasage Labs in the circumstances.
Vidyasage Labs may, at its discretion, offer alternative resolutions where appropriate, including account credits, subscription extensions, replacement services, promotional access, partial refunds, or full refunds. Any such resolution is offered at Vidyasage Labs' discretion in the specific circumstances presented and does not establish a precedent or entitlement for future requests. A goodwill resolution does not constitute a waiver of Vidyasage Labs' rights under the Terms & Conditions or this Policy.
Vidyasage Labs may amend this Policy from time to time. Amendments take effect upon publication, accompanied by an updated "Last Updated" date. Where a refund request relates to a purchase made prior to an amendment, the version of this Policy in force at the date of that purchase will apply to that request, unless applicable law requires otherwise.
Questions about this policy? Email HELLO@VELVURI.COM
