Refund Policy

Last updated: June 16, 2026

This Refund Policy applies to paid subscriptions, consulting support, implementation services, training, and other paid digital services provided directly by Scoolar in connection with the Hong Kong site. If a quotation, order, subscription confirmation, service terms, or contract expressly provides otherwise, that document will prevail.

1. General principle

General product enquiries, introductions, and demo arrangements are free of charge. Any paid arrangement will be described before payment through a quotation, order, subscription confirmation, or contract stating the service scope, billing cycle, activation timing, and relevant commercial terms.

If you purchased through the Scoolar website or paid Scoolar directly, this Refund Policy applies unless a separate contract states otherwise. If you purchased through the Apple App Store, Google Play, a reseller, a distributor, a school procurement intermediary, or another third-party sales channel, you should normally request cancellation or a refund through the original sales channel unless we expressly direct you otherwise in writing.

2. Cases where a refund or adjustment may be considered

• A payment succeeded but the funds were not posted to the order, the account was not activated, or the paid service could not be enabled as expected.
• A duplicate charge or an incorrect amount was collected.
• Scoolar confirms that a system or activation issue on our side prevented the paid service from starting as agreed.
• A cancellation request is submitted before service activation, account enablement, agreed delivery start, or the next renewal cycle, and the relevant order or contract does not exclude a refund.
• A refund is otherwise required by applicable law or separately agreed in writing.

3. Cases that are generally non-refundable

• An account or subscription has already been activated, including where a school administrator account has been created and can be accessed.
• The relevant service has already started, including where a school environment has been activated, deployment documentation or administrator credentials have been delivered, data processing has started, or a consulting or training session has begun.
• Non-recoverable third-party costs, procurement costs, or pass-through charges have already been incurred.
• Fees already effective for the current billing period are generally not refunded on a pro-rated basis unless required by law or separately agreed in writing.

4. Renewal and cancellation

For recurring or auto-renewing services, you may request that renewal stop before the next renewal date. Stopping renewal usually affects future periods only and does not automatically reverse charges already effective for the current billing period.

5. Account compromise, unauthorized transactions, and suspicious renewals

If you suspect that your Scoolar account is compromised, or that there has been an unauthorized charge, unauthorized payment, unauthorized transaction, suspicious renewal, or subscription activation without your consent, please notify us as soon as reasonably possible after discovery. You should also take reasonable security steps, such as resetting your password, logging out of other active sessions, and contacting your bank, card issuer, or payment service provider where appropriate to report suspicious activity.

For orders paid directly to Scoolar, we will review the matter based on transaction records, account access records, service delivery status, and the supporting information you provide. If we verify that the relevant charge was unauthorized or that a suspicious renewal occurred, we may, to the extent permitted by applicable law, payment channel rules, and the actual service usage status, suspend the affected account, stop future renewals, reverse unused services, and issue a full or partial refund to the original payment method where appropriate.

If the payment was made through the Apple App Store, Google Play, a reseller, a distributor, or another third-party sales channel, refund, chargeback, or dispute handling will usually need to follow that original sales channel's rules. We may cooperate within a reasonable scope by providing the necessary order details. If the relevant service had already been properly delivered, actually consumed, or cannot be withdrawn under applicable law, we may be unable to provide a full refund unless applicable law requires otherwise.

6. Standards for specific refund or compensation scenarios

Unless a specific contract, applicable law, or the original sales channel rules require otherwise, orders paid directly to Scoolar may be submitted through the customer service channels listed on this page. If payment was made through the Apple App Store, Google Play, Octopus or another wallet, a reseller, a distributor, or another third-party platform, you will usually need to follow that original sales channel’s refund, dispute, or transaction-reconciliation process first unless we expressly direct otherwise in writing.

• Payment not received: If you completed payment but the order still shows unpaid, the account was not activated, or the paid service was not enabled, please provide a payment screenshot, transaction reference, or merchant order number. We generally provide an initial response within 3 business days. If reconciliation with a payment channel is required, we will usually complete an initial check or provide a handling plan within 7 business days. If we confirm receipt of funds but cannot activate the service within a reasonable time, we may prioritize service activation, extend the service period, provide equivalent compensation, or refund the unused portion as appropriate.
• Duplicate charge: If we confirm a duplicate charge or an incorrect amount, we will generally refund the duplicate or overcharged amount. If you agree, we may instead apply it as a credit toward future service fees or equivalent service value. For direct-payment cases, we generally initiate the refund or compensation arrangement within 7 business days after confirmation.
• Mistaken purchase: If there is a clear mistaken purchase and you contact us before account enablement, delivery start, release of AI benefits, or any other paid benefits are used, we may cancel the order and provide a full or partial refund depending on the case. If irreversible channel fees, third-party costs, or partial delivery have already occurred, we may instead provide a partial refund, delayed activation, plan conversion, or another reasonable remedy.
• Service failure: If a Scoolar system, platform, or service failure causes a paid core service to be materially unavailable for a reasonable period, we may, after verification, provide service restoration, service-period extension, replacement benefits, a partial refund, or a refund of the unused portion if the service cannot reasonably be restored.
• AI service unavailable: If a purchased AI feature becomes materially or persistently unavailable because of Scoolar or an upstream provider, we may provide retries, substitute features, replacement AI quota, a service-period extension, a partial refund, or, where no reasonable substitute exists and the relevant benefits were not actually used, a refund.
• Dissatisfaction with generated results: AI-generated results depend on prompts, source material quality, model limitations, and use context. Mere subjective dissatisfaction with generated results, where the service itself was provided normally, does not generally qualify for a refund. However, if we verify a clear service defect, billing error, or failure to provide contracted functionality, we may offer regeneration, usage guidance, replacement benefits, service-time compensation, or another reasonable remedy on a case-by-case basis.
• Minor accidental purchase: If a minor made a purchase without the knowledge or consent of a parent, guardian, or authorized school representative, the relevant parent, guardian, or authorized person should contact us promptly with identity and transaction details. If the account has not been activated, the service has not started, and the benefits have not been used, we may consider cancellation and a refund subject to applicable law and verification. If activation or use has already occurred, we may instead provide a partial refund, stop future renewals, or offer another reasonable remedy depending on the case.
• Account suspended or banned: If an account is suspended, banned, or otherwise restricted because of a breach of the terms, service abuse, fraud risk, payment disputes, compliance requirements, or security investigation, refunds are generally not available for used benefits, risk costs already incurred, or action taken because of the violation. If we confirm that the suspension was made in error and the paid benefits were not actually used, we may restore service, extend the service period, or refund or compensate the unused portion.
• Used benefits: Subscription time already used, AI quota already consumed, account access already used after login, consulting support, training, implementation, or customization already started, digital deliverables already downloaded or delivered, and other benefits that were actually consumed or made available for use are generally non-refundable unless required by applicable law or separately agreed in writing.

7. How to request a refund

If you would like to request cancellation or a refund, please provide the order or school name, payment date, amount paid, payment method, reason for the request, and any supporting information that may help us verify the case. If the payment involved Octopus or another wallet, please also include the transaction reference, payment screenshot, or merchant order number. If the request relates to an account compromise, unauthorized transaction, suspicious renewal, minor accidental purchase, or an account suspension appeal, please also include the suspicious transaction time, charged amount, last four digits of the payment method, guardian or authorized-person information where relevant, and any other supporting documents, and contact us through:

Email: [email protected]

WhatsApp: +852 3579 4969

8. Review and refund processing

We aim to acknowledge a refund request within 3 business days and review it according to the order status, delivered scope, relevant contract terms, actual service usage, and applicable law. If a case involves payment reconciliation, a third-party platform, Octopus or another wallet, a chargeback investigation, minor-status verification, or an account suspension review, the handling time may be reasonably extended depending on what verification is required, but we will usually provide a progress update or next-step plan within 7 business days.

If a request is approved, we will generally initiate the refund, replacement benefits, service-period extension, or other compensation arrangement within 7 business days after approval. Approved refunds are normally returned to the original payment method. If the original payment method does not support reversal, or if the payment was made through a third-party marketplace or channel, we may ask you to follow that channel’s process or provide lawful alternative refund details where applicable. Actual settlement timing depends on the payment service provider, bank, card issuer, wallet provider, or original sales channel.