Overview and Scope
This Refund Policy explains when CampusTrue returns money paid for a subscription, and how to ask. It forms part of our Terms of Service and applies to every subscription bought directly from us.
It does not apply to fees an institution collects from its own students through the Platform. Those are the institution's money and its own refund rules govern them — we only move the payment. If you are a parent seeking a refund of school fees, contact the institution, not CampusTrue.
It also does not cover purchases made through a reseller or a marketplace, which are governed by that party's refund terms.
Try Before You Pay
The free trial exists so that a refund is rarely needed at all. We would much rather you found the Platform unsuitable before paying than after.
- 14 days of full access to the plan you are evaluating
- No card or payment instrument required to start
- Onboarding help and data import support during the trial, at no charge
- Extensions granted on request where an institution needs more time to evaluate
- Nothing is charged automatically when a trial ends — you subscribe deliberately or not at all
Refund Windows at a Glance
| Situation | What you get | Deadline to claim |
|---|---|---|
| First paid invoice, change of mind | 100% of the amount paid | Within 7 days of the payment date |
| Duplicate or accidental double charge | 100% of the duplicate amount | Any time — we also refund these on our own detection |
| Charged more than the agreed price | The excess amount in full | Within 90 days of the invoice |
| Billed for students you no longer have | Credit or refund of the difference | Within 30 days of the invoice |
| Core service unavailable for more than 7 consecutive days through our fault | Pro-rated refund of the affected period | Within 30 days of the outage ending |
| Monthly uptime below 99.9% | Service credits, per the table below | Within 30 days of the month ending |
| We terminate or withdraw the service | Pro-rated refund of the unused period | Automatic, no claim needed |
| You cancel mid-term after day 7 | No refund; access continues to the end of the paid period | — |
Swipe the table sideways to see every column.
What Is Not Refundable
- Requests made more than 7 days after the first payment, where the reason is a change of mind or dissatisfaction with features that were described before purchase
- The unused portion of a Subscription Term you chose to leave early, outside the situations listed above
- Subscriptions terminated by us for a breach of the Terms of Service, including non-payment or misuse
- One-off implementation, data migration, custom development and on-site training charges, once the work has been delivered
- SMS, WhatsApp and email credits that have already been consumed
- Payment gateway charges on fees your institution collected from students
- Downtime caused by your network, your devices, your own configuration changes, or a force majeure event
- Losses claimed as a consequence of an outage, as distinct from the fees paid for the affected period
How to Request a Refund
- 1Email support@campustrue.com from a registered administrator address with the subject line “Refund Request”.
- 2Give your institution name, the registered admin email and your account or subscription ID.
- 3State which invoice or transaction you are claiming against, with the transaction reference or a copy of the receipt.
- 4Tell us the reason and, where the claim is about an outage or an error, the dates involved.
- 5Confirm the payment method used, so we can return the money to its source.
We acknowledge every request within 1 business day. If we need anything further, we ask for all of it at once rather than in a series of replies. Requests from an address that is not a registered administrator will be verified with the institution before we act.
Processing Times
| Stage | Time |
|---|---|
| Acknowledgement | 1 business day |
| Review and decision | 3–5 business days |
| Approved refund initiated | Within 7 business days of approval |
| Credit to card or net banking | 5–7 business days after initiation, set by your bank |
| Credit to UPI | 1–3 business days after initiation |
| Credit to bank transfer (NEFT/RTGS) | 2–4 business days after initiation |
Swipe the table sideways to see every column.
- Refunds are always returned to the original payment method; we cannot redirect them to a different account
- Where the original method has expired or closed, we settle by bank transfer against a written request from an authorised signatory
- GST charged on a refunded invoice is refunded with it and adjusted through a credit note
- We deduct no processing charge from an approved refund
- If a request is declined, we say why in writing and set out how to escalate
Service Credits for Downtime
Where monthly uptime falls short of the 99.9% target, you may claim service credits against a future invoice. Credits are calculated on the monthly subscription fee for the affected account.
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.89% | 10% of that month's fee |
| 95.0% – 98.99% | 25% of that month's fee |
| 90.0% – 94.99% | 50% of that month's fee |
| Below 90.0% | 100% of that month's fee |
Swipe the table sideways to see every column.
- Claim within 30 days of the end of the affected month
- Announced maintenance windows are excluded from the calculation
- Credits apply to the next invoice, do not expire while the account is active, are non-transferable and carry no cash value
- Where an account is in its final billing period, an unused credit is paid out instead
Cancellation, Downgrades and Changes
Cancelling
- Cancel from account settings or by writing to support@campustrue.com with 30 days' notice
- Access continues to the end of the period you have paid for
- Auto-renewal stops immediately once cancellation is confirmed
- Customer data can be exported for 90 days after the subscription ends
Changing plan mid-term
- Upgrades take effect immediately and are charged pro-rata for the remainder of the period
- Downgrades take effect at the next renewal; the difference is not refunded mid-term
- Student count is reconciled at each billing period, subject to the 100-student minimum
- A large enrolment drop — more than 20% — can be reconciled mid-term on request
Exceptional Circumstances
Institutions occasionally face events this policy could not sensibly anticipate. In the following cases we review the request on its merits and may offer a pro-rated refund or a credit even where the strict terms above would not require it:
- Permanent closure or merger of the institution
- Loss of affiliation or recognition that ends operations
- Natural disaster or civil disruption that closes the campus for an extended period
- Bereavement or incapacity of a sole proprietor
- A regulatory order that prevents the institution from operating
Write to support@campustrue.com with the circumstances and any supporting document. These decisions are made by a senior member of the team, not by an automated rule.
Chargebacks and Disputes
If you believe a charge is wrong, please raise it with us before asking your bank to reverse it. A chargeback filed without contacting us first typically freezes the account while the bank investigates, which is far more disruptive than a direct refund would have been.
- We respond to every chargeback notice with the invoice, the usage record and the correspondence trail
- We may suspend an account with an unresolved chargeback until the matter is settled
- Where a chargeback is decided in your favour we make no further claim; where it is decided in ours, the amount plus any bank fee remains due
If our decision on a refund does not satisfy you, escalate in writing to legal@campustrue.com. Unresolved disputes follow the dispute resolution process in the Terms of Service.
Changes to This Policy
We may revise this policy. The version and revision date at the top of the page always reflect the current text, and material changes are notified at least 30 days in advance.
Your subscription is governed by the policy in force on the date you paid, so a change can never reduce a refund right you already held.