This policy applies to online payments, recharges and service pack purchases made for ParentReach services.
1. Service Pack and Recharge Cancellation
Users must verify the student account, Card ID, recharge amount and selected service pack before payment. Once a successful recharge or service pack has been activated and the associated service benefit credited, the transaction is generally considered completed and cannot ordinarily be cancelled.
2. Duplicate Payment
If a user is charged more than once for the same intended transaction, the user should contact ParentReach support. After verification, an eligible duplicate payment may be refunded or appropriately adjusted to the relevant ParentReach account.
3. Payment Successful but Recharge Not Credited
If payment is successfully completed but the recharge, balance or service pack is not credited, ParentReach will verify payment and service records. If confirmed successful, ParentReach may credit the applicable service benefit or initiate an eligible refund.
4. Failed Payment
If a transaction fails but an amount is debited, the amount may be automatically reversed by the bank or payment provider. Users should contact ParentReach support if the amount is not reversed within the applicable banking or payment-provider processing period.
5. Incorrect Recharge or Wrong Account
Users are responsible for verifying account, Card ID and service pack details before payment. Payments made to an incorrect ParentReach account or for an incorrectly selected pack are not automatically eligible for refund. Requests may be reviewed case by case if the associated benefit has not been used.
6. Used Service Packs and Balance
A refund may not ordinarily be provided for a service pack, recharge or balance already fully or partially consumed. Exceptional refunds are subject to transaction and usage verification.
7. Service Unavailability
Temporary telecommunications network failure, internet connectivity issues or scheduled maintenance do not automatically qualify a transaction for refund. Where ParentReach is unable to provide a purchased service for a material and extended period, ParentReach may review the matter and provide an extension, account adjustment or refund, as appropriate.
8. Refund Request
Refund requests must include the registered name or student name, registered mobile number, Card ID where applicable, payment amount, payment date and payment or transaction reference. Additional information may be requested for verification.
9. Refund Processing
Approved refunds will normally be initiated to the original payment method. The time required for the amount to appear depends on the payment provider and the customer's bank and may generally take 5–10 business days after initiation.
10. Refund Decision
Refund eligibility will be determined after reviewing payment status, ParentReach account records, service activation and usage records. This policy does not limit mandatory rights available under applicable law.