Refund Policy

Usraz Education Private Limited (EngConvo) CIN: U80302BR2018PTC039777 Effective Date: June 2026

PLEASE READ THIS REFUND POLICY CAREFULLY BEFORE ENROLLING IN ANY COURSE OR SERVICE. ENROLLMENT CONSTITUTES YOUR UNCONDITIONAL ACCEPTANCE OF THE TERMS SET OUT HEREIN.

1. General Principle

EngConvo is committed to delivering high-quality English language training and communication skills programmes. Refunds are not a general entitlement. A refund shall be considered and processed only in circumstances where EngConvo has failed to deliver the Services as promised, despite being given a reasonable opportunity to rectify the situation. Dissatisfaction arising from personal preference, change of mind, scheduling inconvenience, or inability to attend classes does not constitute valid grounds for a refund claim under any circumstances.

2. Eligibility for Refund

A refund request shall be considered eligible for review only if all of the following conditions are satisfied simultaneously:

(a) Service Failure: EngConvo has demonstrably failed to provide the Services for which payment was made — meaning classes were not conducted, no trainer was assigned, or the platform was rendered non-functional through no fault of the User.

(b) Trainer Change Availed: In cases of dissatisfaction with a trainer, the User must have formally requested and availed a trainer change through the designated channel. A refund claim shall not be entertained unless a trainer change has first been requested and acted upon by EngConvo.

(c) Continued Dissatisfaction After Trainer Change: If, after the trainer change, the User continues to experience a demonstrable and documented decline in training quality — and EngConvo has failed to address the same within the stipulated response period — only then may the User escalate to a refund claim.

(d) Written Complaint on Record: The User must have submitted a formal written complaint to training@engconvo.com prior to raising the refund request, clearly articulating the nature of the grievance. Verbal complaints, WhatsApp messages, or informal communications shall not be accepted as valid grounds for a refund claim.

(e) Claim Raised Within 7 Days: The refund claim must be submitted within seven (7) calendar days of the written complaint being logged. Claims raised beyond this period shall be summarily rejected.

(f) Minimum Plan Threshold: The enrolled plan must comprise a minimum of ten (10) hours of instruction. Refunds are strictly not applicable on trial classes, single-session bookings, or any plan below ten (10) hours, regardless of the reason.

(g) New Enrollment Only: Refunds are applicable solely on first-time enrollments. Renewals, top-ups, and plan extensions are entirely non-refundable under all circumstances.

3. Circumstances Under Which Refunds Shall NOT Be Granted

The following situations shall render a refund claim invalid and ineligible for processing, without exception:

(a) The User has changed their mind, lost interest, or no longer wishes to continue the course for personal reasons.

(b) The User is unable to attend scheduled classes due to their own time constraints, professional commitments, travel, health, or any other personal circumstance.

(c) The User did not attend classes and the validity period of the enrolled plan expired.

(d) The User is dissatisfied with the trainer but has not availed the option of a trainer change prior to raising a refund claim.

(e) The refund claim is based on subjective preference, including but not limited to teaching style, accent, pace, or personality of the trainer.

(f) The User availed multiple demonstration sessions with different trainers prior to finalising assignment; all such demonstration sessions are treated as regular sessions and deducted from enrolled hours accordingly.

(g) The enrolled plan constitutes a renewal of a previously purchased plan.

(h) The plan comprises fewer than ten (10) hours of instruction or constitutes a trial class or introductory session.

(i) The refund claim is raised after the validity period of the enrolled plan has expired.

(j) The User has already consumed more than fifty percent (50%) of the enrolled hours at the time of raising the claim.

4. Refund Investigation Process

EngConvo treats every refund claim with diligence and fairness. The process shall be as follows:

Step 1 — Submission: The User must submit a written refund request to contact@engconvo.com with the subject line "Refund Request — [Full Name] — [Enrollment ID]." The request must include: full name, contact number, enrollment details, nature of grievance, prior complaint reference, and any supporting evidence.

Step 2 — Acknowledgement: EngConvo shall acknowledge receipt of the claim within three (3) working days.

Step 3 — Investigation: A formal investigation shall be initiated, which may include review of attendance records, session logs, trainer feedback, communication history, and any other relevant documentation. This investigation shall take fifteen (15) to twenty (20) working days from the date of acknowledgement.

Step 4 — Decision: Upon conclusion of the investigation, EngConvo shall communicate its decision in writing. The decision of EngConvo shall be final and binding. If the claim is approved, the refund shall be processed within seven (7) working days of the decision.

Step 5 — No Parallel Escalation: During the pendency of the investigation, the User agrees not to initiate any chargeback, dispute, or third-party escalation. Any such action during the investigation period shall result in automatic rejection of the refund claim.

5. Refund Amount Calculation

If a refund is approved, the refund amount shall be calculated strictly as follows:

Base Price Per Hour = Price of the shortest available standard plan ÷ Total hours in that plan

Refund Amount = Total Amount Paid − (Total Hours of Instruction Attended × Base Price Per Hour)

The following shall be noted:

1. Any discount availed at the time of enrollment shall be disregarded for the purpose of refund calculation. The base price per hour as defined above shall be the sole reference rate.
2. GST, payment gateway charges, processing fees, and any other applicable taxes or levies are non-refundable under all circumstances.
3. Refunds shall be credited solely to the original payment source. Cash refunds shall not be issued under any circumstances.

6. Validity and Attendance

Course validity is calculated on the basis of twenty (20) sessions per calendar month. Once the validity period expires, enrolled hours lapse and no refund, extension, or compensation shall be provided, except where a written extension request was submitted and approved by EngConvo prior to expiry. Retrospective extension requests shall not be entertained.

7. Trainer Change Policy

Every enrolled User is entitled to request one (1) trainer change if genuinely dissatisfied with the assigned trainer. To request a trainer change, the User must write to contact@engconvo.com stating the reason. EngConvo shall endeavour to assign a suitable replacement trainer within a reasonable period. If after the trainer change the User remains dissatisfied with training quality and EngConvo fails to resolve the concern, the User may then initiate a refund claim as per the process in Clause 4 above. Trainer change requests based solely on scheduling preference, personal compatibility, or subjective reasons shall not qualify as grounds for a subsequent refund claim.

8. Force Majeure

EngConvo shall not be liable for failure to deliver Services due to circumstances beyond its reasonable control, including but not limited to natural disasters, pandemic, government orders, prolonged internet or platform outages, or any other event of force majeure. In such cases, EngConvo shall offer session rescheduling or validity extension as an alternative remedy. Refunds shall not be applicable in force majeure situations unless EngConvo is unable to deliver the Services within a reasonable extended period.

9. Amendments

EngConvo reserves the right to revise this Refund Policy at any time without prior notice. The revised Policy shall be effective immediately upon publication on the Platform. Continued use of the Platform or Services following such revision constitutes your acceptance of the updated Policy. It is your responsibility to review this Policy periodically.

10. Governing Law and Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this Policy, including any question regarding its existence, validity, or termination, shall be subject to the exclusive jurisdiction of the competent courts at Bengaluru, Karnataka, India.

11. Contact

For grievances and feedback: training@engconvo.com

For refund claims: contact@engconvo.com

Usraz Education Private Limited (EngConvo) Nextcoworks, BTM Layout, Bengaluru — 560068 CIN: U80302BR2018PTC039777

This Refund Policy was last reviewed and updated in June 2026.