Refund Policy

Annual plan fees are non-refundable once access to the plan begins. This is stated at checkout and you must tick the box confirming it before you can enrol.

If you have paid but access has not yet been opened — for example the account was never provisioned — write to us within 7 days of payment and we will refund in full.

• Duplicate payment — charged twice for the same plan: the duplicate is refunded in full.
• Failed provisioning — we could not give you access and could not fix it within 7 days.
• Service we cannot deliver — we withdraw a paid feature during your term and cannot offer an equivalent: the unused portion is refunded pro-rata.
• Incorrect charge — a metered charge applied in error is reversed.

• change of mind after access has begun;
• the learner did not use the plan;
• metered usage that was correctly incurred and shown before it was charged;
• accounts suspended for a breach of the Terms of Service.

Upgrading mid-term costs only the difference between plans. Downgrades take effect at the next renewal; we do not refund the difference for the current term.

Smart speakers, offline tablets and EdgeAI units are covered by the terms of their individual purchase or pilot agreement, not by this policy. Faulty hardware is replaced under warranty.

Email support@schoolexl.com from the account email with the payment reference and what went wrong. We acknowledge within one business day and decide within 7 business days. Approved refunds go back to the original payment method and typically appear within 5–10 business days, depending on your bank.

Nothing in this policy limits rights you have under applicable consumer law.