1. Subscription Refunds
All subscription payments are processed by Waffo Pancake, our PCI-DSS compliant payment processor. Payment card data is handled exclusively by Waffo Pancake and is not stored on our servers. Due to the immediate delivery nature of our digital service, subscription fees are generally non-refundable, with the following exceptions:
- Within 7 days of first purchase: Full refund for first-time subscribers, provided usage does not exceed 20% of plan quota
- After 7 days: No refund available, but you may cancel anytime — service continues until the end of the current billing cycle
- Duplicate charges: Full refund for charges resulting from billing errors
- Verified service interruption: If service is unavailable for more than 72 consecutive hours due to our fault, a prorated refund or service credit will be provided
- Legal rights: Statutory withdrawal or refund rights (such as EU/UK 14-day cooling-off period) are preserved where applicable
Important: Once AI credits or usage are consumed, they are non-refundable, as the underlying service has already been delivered. This includes executing AI-powered tutoring actions, generating content, or any other consumptive operation.
2. How to Request a Refund
To request a refund, please contact us at refunds@edumate.ai with:
- Your account email address
- Transaction ID (found in your confirmation email)
- Reason for the refund request
We will confirm receipt within 2 business days and process eligible refunds within 5–10 business days. Refunds will be credited to the original payment method.
3. Non-Refundable Items
The following are not eligible for refund:
- Subscription fees after 7 days from first purchase (except for duplicate charges or verified service interruptions)
- Annual subscription fees requested more than 30 days after purchase
- Consumed AI credits and usage (as the service has been delivered)
- Accounts terminated due to violation of our Terms of Service or Acceptable Use Policy
4. Dispute Handling
If you dispute a charge with your bank or payment provider before contacting us, please note that:
- Your subscription will be suspended during the resolution process
- We recommend contacting us first at billing@edumate.ai to resolve billing issues directly — this is often faster and allows us to correct errors promptly
- We commit to responding within 2 business days and resolving confirmed billing errors within 5 business days
5. Chargeback Policy
If you initiate a chargeback with your bank without first contacting us, we reserve the right to:
- Suspend your account and service access during the investigation
- Recover any amounts previously credited or refunded
- Terminate your account if the chargeback is resolved in our favor
To avoid chargebacks, please contact us with billing concerns before disputed your bank — we are committed to resolving legitimate issues fairly and promptly.
6. Contact Us
For refund requests or billing inquiries, please contact: