Refund Policy

This policy applies to Starter Credits, monthly subscriptions, prepaid quarterly subscriptions, booking-related credit returns, and duplicate or incorrect charges. A cash refund returns money to a payment method; a credit return restores platform credits. These are different remedies.

A subscription month is delivered when its scheduled monthly credit-delivery date arrives, whether or not you have used the credits. An undelivered month is a complete future monthly allocation whose scheduled date has not arrived. We do not calculate subscription refunds by partial days.

Starter Credits and other one-time virtual-credit purchases are ordinarily non-refundable after the related credits are delivered. Unused credits do not by themselves create a refund right once delivery has occurred.

We may approve a refund for a duplicate charge, unauthorized payment, payment-processing error, failure to deliver the purchased credits, or another case required by law. A successful cash refund reverses the corresponding credits; if they were already spent, the account may have a negative balance or amount due.

The monthly credit allocation is delivered at the beginning of each paid month. Cancelling a monthly plan stops the next renewal but does not refund the current month merely because some or all delivered credits remain unused.

Cancellation does not remove valid delivered credits. Those credits remain available unless their payment is refunded, reversed, disputed, or otherwise invalidated under the Student Terms.

Quarterly plans are paid in advance, while credits are delivered monthly. Turning off automatic renewal stops the next renewal but keeps the current paid term and its monthly credit deliveries active. It does not itself create a refund.

You may separately request a refund through the Help Center. If approved, complete months whose delivery dates have not arrived may be refunded and the related future credit deliveries may be stopped; months already delivered are not refundable merely because their credits remain unused.

Before calculating a cancellation, we determine which monthly delivery dates have already arrived and may post any due allocations that were delayed. A technical delay in posting credits does not convert an already-due month into an undelivered month.

The base refund is the actual price paid for the current prepaid term multiplied by the number of undelivered months, divided by the number of months in that term. The result is rounded to the nearest cent. Discounts remain proportionally reflected; we do not reprice delivered months at the higher monthly list price.

For example, an Intro quarterly plan paid at $385 has three monthly allocations. After one month is delivered, the base refund for two undelivered months is approximately $256.67; after two months are delivered, the base refund for one undelivered month is approximately $128.33. A Professional quarterly plan paid at $715 produces corresponding examples of approximately $476.67 and $238.33.

Taxes, payment-provider adjustments, credits, promotional reductions, and legally non-refundable third-party charges may affect the final amount. We show the calculation before you confirm cancellation whenever the product flow supports an automatic refund.

An Intro-to-Professional upgrade charge is recorded using the actual tier difference confirmed at upgrade and the monthly allocations to which that payment relates, rather than reconstructing a refund from a later list price. For Intro Monthly to Professional Monthly, the currently published $120 upgrade charge corresponds to the immediately delivered 400-credit increment and is not prorated by days remaining in the month.

For a prepaid plan such as a quarterly subscription, the tier-upgrade charge may be allocated separately to the current monthly allocation and each complete future allocation that has not yet been delivered. At current prices, the monthly tier difference between Intro Quarterly and Professional Quarterly is $110. No tier difference is charged and no credits are supplemented for past months. Once the current month's 400-credit increment is delivered, the related upgrade charge is not refundable merely because those credits remain unused.

If the Student cancels before a prepaid term ends, complete future months whose delivery dates have not arrived may be refundable using both the base-plan amount actually paid and the upgrade charges actually paid for those months. Charges corresponding to base credits or upgrade increments already delivered are non-refundable except where mandatory law requires otherwise. After a cash refund, payment reversal, or successful dispute, the Platform may reverse the corresponding base or incremental credits; if those credits were already spent, the account may have a negative balance or amount due.

A future change between monthly and quarterly billing is not charged before the new term begins. Cancelling the underlying subscription before that effective date also cancels the scheduled future term, so there is no future-term payment to refund. If the new term has already begun and been charged, any refund is calculated using the actual payment for that new term and its delivered and undelivered complete monthly allocations.

A cancellation request may show as pending while we verify delivery dates, payment status, fraud signals, taxes, or provider processing. Future credit delivery and renewal will be blocked according to the cancellation confirmation shown to you.

Cancellation and refund requests are idempotent: repeating the same request must not create multiple refunds. If a provider reports an uncertain result, we may keep the request pending until the original transaction can be reconciled rather than sending a second refund.

If you cancel a lesson, Trial Class, or Learning Advisor session at least 12 hours before its scheduled start, the reserved credits are normally returned to your credit balance. This is a credit return, not a cash refund.

If you cancel with less than 12 hours' notice, arrive too late to receive the service, or do not attend, the reserved credits may be captured in full. The platform's stored start time and time-zone conversion control the deadline unless we confirm a display or scheduling error.

If a teacher or Advisor declines, is absent, or we confirm that a platform failure prevented the service, we normally release or return the reserved credits or offer a replacement session. The event should not consume Trial eligibility.

Cash refunds for service failures are considered when credit restoration or replacement is not reasonable, when a repeated failure materially prevents use, or when applicable law requires a cash remedy.

A completed lesson, Trial Class, or Advisor session is ordinarily not eligible for a cash refund solely because of teaching style, personal preference, or an expected learning result.

Report a material service issue promptly and include the booking, date, and relevant evidence. Depending on the investigation, we may deny the request, return credits, provide a replacement, or issue another appropriate remedy. Reporting an issue does not guarantee a refund.

Contact billing support promptly if you see a duplicate charge, a charge you did not authorize, a charge after confirmed cancellation, or a mismatch between the confirmed price and the amount charged. We may request identity, account, and payment evidence and may secure the account while investigating.

A pending card authorization is not always a completed charge. Failed, expired, or reversed authorizations may disappear without a refund transaction. We refund only settled funds that we or our provider can confirm were received.

Refunds are based on the amount actually paid after discounts, not the undiscounted list price. A promotional benefit tied to the refunded purchase may be revoked.

Banks and payment providers may use a different exchange rate or charge fees outside our control. We refund in the original transaction currency where supported. Tax treatment and any return of tax depend on the transaction, provider, and applicable law.

Please create a billing ticket in the Help Center before filing a chargeback so we can investigate. A chargeback is handled by external payment networks and is not an additional refund channel.

While a dispute is pending, we may lock related credits, pause bookings, restrict the account, and suspend an overlapping internal refund. If both an internal refund and a chargeback succeed for the same payment, we may recover the duplicate amount or place the account in a negative balance.

Approved cash refunds are normally sent to the original payment method. We do not redirect a refund to another person, card, wallet, or bank account merely on request. If the original method cannot receive funds, the provider may require additional verification or an alternative process.

We aim to review complete requests within 7 business days. Provider and bank settlement can take additional time. A displayed or emailed refund confirmation means we instructed or recorded the refund; it does not guarantee the date on which your financial institution posts it.

Sign in and create a billing ticket in the Help Center at /help. The refund link in subscription management can prefill the subscription, amount, and currency; review those details and add the charge date, reason, and any supporting evidence. If you cannot access your account, email billing@mandarinproschool.com from the address associated with it. Never send a full payment-card number, security code, password, or one-time verification code.

We may ask for reasonable verification and may deny or delay a request that is incomplete, fraudulent, duplicative, outside this policy, or subject to an unresolved payment dispute. We will explain the decision where appropriate.

This policy does not limit cancellation, cooling-off, refund, or other remedies that cannot be excluded under the law applicable to you. Where mandatory law provides a more favorable result, that law controls.

Some digital-content or immediately supplied service rights may depend on disclosures and consent given at purchase. Because legal rights vary by location and transaction, contact billing support if you believe a statutory right applies.