REFUND AND REPLACEMENT POLICY

EDIMBIBE LEARNING PRIVATE LIMITED (Operating as "Classento")

Last Updated: July 26, 2026

This Refund and Replacement Policy ("Policy") governs the rights and obligations of EDIMBIBE LEARNING PRIVATE LIMITED (operating as "Classento") and its enrolled parents/students in relation to refunds, tutor replacements, class transfers, cancellations, and rescheduling of tutoring sessions. This Policy forms part of and must be read in conjunction with the Parent and Student Enrolment Agreement ("Parent Agreement") and the Pricing Policy, all of which are available on Classento's website and communicated to parents at the time of enrolment.

This Policy is displayed on the payment checkout page and emailed to customers at the time of enrolment. Parents may also refer to their Fee Details email for further reference.

1. SCOPE AND APPLICABILITY

  • This Policy applies to all parents and students enrolled in tutoring programmes offered by Classento on a monthly subscription basis, whether for 1:1 (one-to-one) or group tutoring sessions.
  • This Policy applies to sessions conducted online via Classento's designated platform. Any in-person sessions, if offered, shall be subject to separate terms communicated at the time of enrolment.
  • Requests for refunds, replacements, or cancellations that do not fall within the scope of this Policy will be reviewed on a case-by-case basis at Classento's sole discretion.

2. SUBSCRIPTION MODEL

Classento runs on a monthly subscription model. Your fee covers a set number of sessions per month ("Subscription Period"). Refunds are only available for unused sessions within your active period — unused sessions from expired periods cannot be refunded or carried forward.

3. OPTIONS AVAILABLE TO PARENTS

Option A — Free Tutor Replacement

Request a new tutor at no cost (up to 2 replacements, giving you 3 tutors to try). Submit your request at least 7 days before the desired changeover. If a tutor leaves due to resignation or termination, we replace them free — this does NOT use your replacement quota.

Option B — Class Transfer

Transfer your remaining balance to another class for the same child or a sibling.

Option C — Refund

If Options A and B don't work, request a refund of your unused session balance (conditions in Section 4 apply).

4. REFUND ELIGIBILITY AND CONDITIONS

A refund is available when:

  • You've tried 3 different tutors and remain unsatisfied.
  • Classento or the tutor cancelled a class and we cannot offer a make-up or replacement.
  • We are unable to deliver the service you enrolled for.
  • Your tutor's carelessness, repeated no-shows, or poor performance caused you to disengage. In this case, we prioritise your refund and you do NOT need to try 3 tutors first. (Governed by our Tutor Agreement, Section 6.8.)

Non-Refundable Circumstances

No refund shall be payable in the following circumstances:

  • Sessions already completed or where the student was present (whether or not the student actively participated).
  • Sessions missed by the student without prior communication as per Clause 6 below.
  • Sessions in an expired Subscription Period.
  • Requests made after the Subscription Period has concluded.
  • Dissatisfaction arising solely from the student's own learning progress, effort, or engagement.

5. PROCESSING OF REFUNDS

  • Amount: Pro-rata — we deduct completed sessions and refund the balance of unused ones.
  • Deduction: A 3.5% bank/payment gateway charge is deducted from cash refunds. No deduction for class transfers.
  • Timeline: Refunds are processed to your original payment method within 14 business days of approval.
  • Notification: We'll inform you by phone and email once processed.
  • Documentation: We may ask for session logs or attendance records before approving.

6. CANCELLATIONS AND RESCHEDULING

If Classento or your tutor cancels a session, we will offer you a make-up class, a session credit, or a pro-rata refund.

For 1:1 Sessions (by parent/student)

  • Give at least 4 (four) hours in advance for students in India and other jurisdictions, and at least 12 (twelve) hours in advance for students in the United States and Canada, if you wish to cancel or reschedule a session.
  • Rescheduled sessions must happen within the same calendar week.
  • Less than 4 hours' notice: we'll try our best, but the session may be marked as completed with no refund.
  • Force Majeure: if cancellation is due to an event beyond your control (as defined in the Parent Agreement), we'll reschedule flexibly outside the same-week window.

For Group Sessions

  • Group sessions follow a fixed timetable. Individual rescheduling is not available.
  • Absent students are not entitled to make-up classes or refunds unless Classento or the tutor cancelled.

Late Arrival

  • Sessions run to the scheduled end time regardless of late starts caused by the student.
  • If a student doesn't join within 15 minutes of the start time, the tutor may mark the session as a no-show. No refund will apply.

7. MISSED CLASSES POLICY

3 or more consecutive missed sessions without written notice (WhatsApp or email — verbal notice to your tutor alone is not sufficient) will result in those session fees being forfeited, and Classento may cancel remaining sessions. We will try to notify you before taking this step.

8. HOW TO REQUEST A REFUND OR REPLACEMENT

Contact your relationship manager or our support team in writing with your concern and relevant session details. We will acknowledge your query within 2 business days and aim to resolve it promptly.

Email: accounts@classento.com

Phone: +91 7827056756

Relationship Manager: Contact details provided at the time of enrolment.

9. DISPUTE

If your concern cannot be resolved by our support team within 21 days, it will be escalated under the dispute resolution process in your Parent Agreement (including arbitration under the Arbitration & Conciliation Act, 1996, seated at New Delhi).

10. POLICY UPDATE AND OTHER TERMS

  • Updates: We may update this Policy. We will email enrolled parents at least 7 days before any material change takes effect. Continued use of Classento after that date means you accept the updated terms.
  • Conflicts: If anything in this Policy conflicts with your Parent Agreement, the Parent Agreement prevails.
  • Data Privacy: Information shared during a refund request is processed in line with our Privacy Policy and the Digital Personal Data Protection Act, 2023 (DPDPA).

At EDIMBIBE LEARNING PRIVATE LIMITED (Classento), your educational success and satisfaction are our top priorities. This policy ensures continued access to high-quality tutoring and dedicated support throughout your journey with us.

Thank you for choosing Classento as your learning partner.