Refunds and Cancellation Policy
Ethition Online Examination Platform
Last updated: 10 October 2026
Refunds, Returns, and Statutory Cancellation Rights
Nature of the Services
The Platform is a service delivered electronically. No tangible goods are supplied and no physical returns arise; a reference in this clause to a return means the reversal of a purchase of access to the Platform. Because Units, once consumed, cannot be restored to the Company, the refund entitlements are tied to consumption.
Eligibility Criteria
A refund of fees paid for a Plan, an upgrade, or a renewal is available where the Organisation submits a request within thirty (30) days of the date of the payment and one of the two following conditions is met.
(a) No Unit consumed: No Unit purchased with that payment has been used, meaning that no transaction has been recorded against the Units purchased with it
(b) Requirement not fulfilled: The Platform materially fails to provide a feature that the Pricing page expressly lists for the Plan purchased, or a requirement that the Company confirmed in writing before the purchase or recorded in the Order Form; the Organisation has described the failure in its request; and the Company has been unable to correct the failure within ten (10) business days after receiving that description.
A request that satisfies neither condition may still be considered by the Company in its discretion, but no entitlement arises from such consideration.
Procedure and Timelines
The request must be sent in writing to support@ethition.com and must state the Account name, the invoice or transaction reference, the date of payment, and the ground relied upon under clause 10.2. The Company shall acknowledge the request within three (3) business days, shall give its decision with reasons within ten (10) business days of the acknowledgement, and, where the request is approved, shall initiate the refund within ten (10) business days of the decision. The refund is returned to the original payment method and in the currency of the original payment. Banks and gateways need their own time to credit the amount, and that period lies outside the Company’s control.
Amount Refunded
The refund equals the amount actually paid for the affected Subscription or Units, including any tax that the Company is able to recover, less any charge that the payment gateway or bank has withheld and not returned to the Company. Where the refund is granted under clause 10.2(b) after some Units have been used, the amount is reduced by the value of the Units consumed.
Exclusions
The following are excluded from refund, save where mandatory law provides otherwise.
(a) Consumed Units: Units that have been used, whether or not the Organisation obtained a satisfactory outcome from the assessment.
(b) Personalised outputs: Certificates that have been generated and issued, white-label profile configuration, custom branding, and any bespoke development or integration work performed under an Order Form.
(c) Digital downloads: Reports, result sheets, analytics exports, and other files that the Organisation has downloaded, since the content cannot be returned once delivered.
(d) Requests out of time: Requests made more than thirty (30) days after the date of the payment concerned.
(e) Terminated for cause: Fees for a Subscription that the Company has terminated because of a breach of clause 13 by the Organisation.
(f) Free Trial: The Free Trial, which carries no charge.
Institutional Licences
A refund under an Institutional Order Form is governed by that document. If the Order Form contains no refund term, clauses 10.2 to 10.5 apply to it.
Statutory Rights
Nothing in the Terms excludes a right that cannot lawfully be excluded. Where an individual who purchases access for a purpose outside any commercial activity qualifies as a consumer, the rights conferred by the Consumer Protection Act, 2019 of India continue to apply; the definition of consumer in section 2(7) of that Act does not extend to a person who avails of a service for a commercial purpose. A consumer resident in the European Union who concludes a distance contract with the Company may withdraw within fourteen (14) days under Article 9 of Directive 2011/83/EU, subject to the exceptions in Article 16 of that Directive, including the loss of the right once a service has been fully performed with the consumer’s prior express consent and acknowledgement. The withdrawal function required by Article 11a of Directive 2011/83/EU, as inserted by Directive (EU) 2023/2673, is made available to such consumers where that provision applies to the Company. A consumer in the United Kingdom holds the cancellation rights conferred by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Warranty Legislation
The Platform consists of services and software access, and not of tangible personal property. The Company gives no written warranty on a consumer product, so that the Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.) of the United States, which regulates written warranties on consumer products, does not govern the supply. Any warranty rights that mandatory consumer legislation of the Organisation’s or the user’s jurisdiction confers remain unaffected.
Payment Disputes
Before initiating a chargeback with a card issuer or a payment gateway, the Organisation shall first contact the Company so that the matter can be resolved under this clause. A chargeback that is raised for a charge that complied with the Terms entitles the Company to suspend the Account while the dispute is pending.