Clear choices when your plans change

1. Cancelling or rescheduling a class

Please contact support@bananalearn.com or our agreed scheduling channel at least 12 hours before the confirmed class start. We will arrange another available time with you. The 12-hour notice is a scheduling rule, not a cancellation fee.

If you give less notice or miss a session, contact us as soon as possible. A new time depends on availability. We do not automatically mark an undelivered lesson as completed or impose a separate cancellation penalty.

2. Teacher cancellations and delivery problems

If a teacher cancels or does not attend, the session is not charged or deducted from your remaining classes. You may choose an agreed replacement session or request its refund. If a technical problem prevents meaningful teaching, tell us promptly so we can agree a make-up session or account fairly for the undelivered service.

If we cannot provide a suitable teacher or deliver the remaining package, we refund the unused portion. A platform outage or teacher change does not remove your refund rights.

3. Cancelling a package and calculating your refund

You may cancel a package by contacting support. We refund the value of unused sessions at the original package rate. There is no exit penalty, registration fee, or retrospective repricing of completed sessions. An undisclosed expiry period will not be used to deny an unused-session refund.

Example: if you paid ₹10,000 for 20 equally priced sessions and completed 6, the remaining 14 sessions have a value of ₹7,000. We do not recalculate the 6 completed sessions at a higher standalone rate.

For packages with separately priced subjects or session types, we use the price breakdown agreed before purchase. Any applicable tax adjustment is shown in the refund statement. We do not deduct our payment-gateway charges from the refund due to you.

If you believe completed sessions were materially different from what was promised or deficient, contact us. The unused-session formula does not prevent additional remedies required by consumer law.

4. Requesting a refund and receiving the money

Email support@bananalearn.com with the learner's name or booking reference, payment date or receipt, and whether you are cancelling a class or the remaining package. We may ask for information reasonably needed to identify the payment; please do not send full card details or passwords.

We acknowledge your request within 48 hours and initiate the refund within 7 working days of receiving the request and the information reasonably needed to identify the payment. For this policy, working days are Monday to Friday excluding public holidays in Chhattisgarh. We share the calculation and a refund reference when available. If we dispute the amount requested, we explain why and process any undisputed amount within the same timeline.

Refunds normally return to the original payment method. Your bank or payment provider controls the final credit time; initiation is not the same as the date the money appears in your account. If the original method cannot receive the refund, we agree a secure alternative after verifying the payer.

5. Overseas payments, duplicate payments and complaints

For overseas payments, we refund the amount due in the original transaction currency where supported by the original payment route, or explain and agree the permitted alternative. Currency movements and charges applied independently by the payer's bank can affect the amount finally received. We do not impose an additional foreign-refund penalty.

Report a duplicate or incorrect payment promptly so we can reconcile it and arrange the appropriate refund. Failed-payment reversals are handled under the applicable banking or payment-provider process.

If you need help tracing a refund or disagree with a decision, email support with the refund reference. We acknowledge complaints within 48 hours and work to resolve them within one month, without extending a shorter refund or statutory deadline. This policy does not limit your consumer rights.