Refund and Cancellation Policy

1. The Two-Tiered Transaction Relationship (Critical Descriptions)

The Platform operates as a B2B2C (Business-to-Business-to-Consumer) software service. To prevent legal and financial ambiguity, all users must understand that financial transactions on the platform fall into two completely separate tiers:

• Tier A: B2B SaaS Subscriptions and Onboarding Fees
  Parties involved: Enacute Solutions India Private Limited and the Client School (e.g., School-A).
  Nature: Direct B2B payments made by the School to Enacute for platform licenses, subdomain setup (e.g., provisioning school-a.onlineschoolerp.com), system configuration, customization, API packages (SMS/Email/WhatsApp), and continuing technical hosting.
  Governed by: Section 2 of this Policy.
• Tier B: B2C School Fee Payments and Educational Transactions
  Parties involved: Parents/Guardians/Students and the Client School.
  Nature: Payments made by parents/guardians for tuition fees, transport fees, admission applications, exam fees, activity charges, library fines, or other school-levied items processed via the payment gateway integrated into the School's dedicated subdomain (e.g., school-a.onlineschoolerp.com).
  Routing Options: These payments are handled under either Pathway A (Direct Merchant Routing) or Pathway B (Escrow-Managed Settlement Program - Opt-In) as elected by the School.
  Governed by: Section 3 of this Policy.

2. Tier A: B2B Subscription Fees & Setup Charges (For Schools)

The terms in this section apply exclusively to the agreements made between Enacute Solutions India Private Limited and the contracting educational institutions.

2.1 Implementation, Onboarding, and Setup Fees

Non-Refundability: All one-time setup fees, subdomain provisioning fees (e.g., launching school-a.onlineschoolerp.com), database initialization, custom system configuration, and initial administrator training costs are 100% non-refundable once Enacute begins the technical setup process. These fees cover direct computational provisioning and engineering hours dedicated to setting up the school's workspace.

Hardware & Third-Party Integrations: Costs associated with physical assets (such as RFID cards, biometric scanners, or GPS tracking devices) or third-party digital components are subject to their respective manufacturer or provider warranty and return guidelines, and are not refundable by Enacute.

2.2 SaaS Subscription Fees (Annual/Quarterly/Monthly)

Pre-paid Subscriptions: Unless explicitly stated otherwise in the signed B2B Service Agreement, SaaS software licensing fees are billed in advance.

Cancellation Window: If a School decides to terminate its service agreement with Enacute, it must provide written notice of cancellation at least thirty (30) calendar days before the next scheduled billing cycle.

No Pro-rata Refunds: In the event of mid-cycle cancellations, Enacute does not offer pro-rata refunds for the unused portion of the current active billing cycle. Access to the dedicated subdomain (e.g., school-a.onlineschoolerp.com) and all role-based mobile applications will remain operational until the end of the paid billing period, after which access will be suspended.

2.3 Add-on Credit Packages (SMS, WhatsApp, Email APIs)

Consumable message/alert credits are purchased in pre-paid block bundles. Once these credits are assigned to the School’s specific subdomain, they are strictly non-refundable and non-transferable, even if the primary SaaS subscription is terminated before the credits are exhausted.

3. Tier B: B2C School Fees, Collection Routing, and Refunds (For Parents)

The terms in this section apply to all payments made by parents, guardians, or students using the payment gateways integrated into the ERP Platform.

3.1 Dual Collection Pathways & Clearing Mechanisms

The refund execution and clearing workflows depend entirely on the payment routing pathway selected by the School:

• Pathway A: Direct Merchant Routing (Standard): All student fees deposited through school-a.onlineschoolerp.com route directly from the parent’s banking channel into the registered merchant account owned exclusively by the School (e.g., School-A's bank account). Enacute does not hold, manage, clear, or control these funds.
• Pathway B: Escrow-Managed Settlement Program (Optional Opt-In): If the School has voluntarily opted into Enacute's Escrow program (as referenced in ssgs-authorization-letter.pdf), parent-submitted payments are captured by third-party Payment Aggregators and routed into our bank-managed Escrow Account. These proceeds are subsequently settled to the school's registered, verified bank account on a T+2 basis (Transaction Date plus two business days, net of agreed gateway deductions, convenience charges, and chargebacks).

3.2 Refund Disputes and Direct Resolution

School Holds Sole Discretion: Regardless of whether the School uses Pathway A or Pathway B, the Client School remains the sole decision-maker regarding the issuance of fee refunds.

• Pathway A Refunds: Refunds are processed entirely by the School's administration using their integrated merchant gateway credentials. Enacute has no capability or authority to intervene in these funds.
• Pathway B Refunds: Once a refund is approved by the School administration, Enacute or its integrated Payment Aggregators will execute the refund back to the parent's original payment source, and the refunded amount will be netted and deducted from the school’s next T+2 settlement distribution cycle.

Direct Resolution: Any refund request (e.g., for accidental double payments, transport fee adjustments, or school withdrawal) must be filed directly with the School's administrative office. Enacute will not process direct refund requests received from parents or students.

3.3 Reconciliations and ISO/IEC 27001:2022 Secure Audit Trail

In case of transaction disputes (e.g., a card debited but showing "pending" in the student dashboard), our support team utilizes our ISO/IEC 27001:2022 certified compliance protocols to trace transaction markers with the Payment Aggregators.

Upon direct verification from the School's accounting panel, Enacute will furnish official, secure escrow ledger records (for Pathway B schools) or payment gateway logging markers (for Pathway A schools) to verify clearing status and coordinate resolving network discrepancies.

4. e-Mandates, Recurring Debits, and Auto-Pay

For schools utilizing our automated electronic recurring debit features ("e-Mandates"):

4.1 Auto-Debit Cancellation Guidelines

Parent Responsibility: To cancel, modify, or pause an active e-Mandate or standing auto-debit instruction, the parent must submit a cancellation request through their parent portal interface or contact the School's billing department at least five (5) business days prior to the scheduled transaction date.

Late Cancellations: If a cancellation request is submitted less than five (5) business days before the scheduled debit run, the transaction may still be processed by the banking networks and Payment Aggregators. In such cases, the parent must coordinate directly with the School to arrange a manual refund.

4.2 Indemnity Against Over-debiting

Because the billing parameters, amounts, and dates are configured directly by the School's accounting administrators, Enacute and its integrated Payment Aggregators shall not be held liable for incorrect auto-debit amounts, unauthorized debit runs, or administrative calculation errors executed via the ERP system.

5. Platform Downtime and SLA Credit Policies

Enacute strives to maintain high availability across all multi-tenant subdomains in accordance with our system architectures and ISO/IEC 27001:2022 secure hosting standard protocols.

No Cash Refunds for Outages: Under no circumstances shall technical downtime, hosting failures, cellular tracking delays, mapping API dropouts, or brief system maintenance windows entitle any Client School or End User to a direct monetary cash refund.

SLA Service Credits: For Client Schools, system outages exceeding the thresholds outlined in their specific Service Level Agreements (SLA) may be remedied exclusively through "Service Credits." These credits will be applied as discounts on the Client's subsequent subscription renewal invoice.

6. Jurisdiction and Contact Details

6.1 Governing Law and Dispute Resolution

This Policy is governed by and construed in accordance with the laws of India.

Any disputes, claims, or conflicts arising from direct transactions with Enacute Solutions India Private Limited that cannot be resolved through amicable mediation shall be referred to binding arbitration in Pune, Maharashtra, India, under the Indian Arbitration and Conciliation Act, 1996. The courts of Pune shall retain exclusive territorial jurisdiction.

6.2 Contact Information

For questions regarding B2B invoice reconciliations, technical transaction validation, or platform billing issues, you may contact our accounts team: