Higgs Educators
1.1 This Refund and Cancellation Policy ("Policy") sets out the basis on which Higgs Educators Private Limited, a company incorporated in India and having its registered office at House No. 30, Krishnanagar, Orai, Uttar Pradesh, India — 285001 ("Higgs Educators", "we", "us", or "our") handles requests for refunds, the rescheduling of classes, no-shows, and cancellations in relation to its online educational mentorship services (the "Services").
1.2 Higgs Educators offers a pro-rata 100% money-back guarantee. The full terms of that guarantee, and the related cancellation and rescheduling arrangements, are set out in the Sections that follow.
1.3 This Policy should be read together with the Higgs Educators Privacy Policy and the Higgs Educators Terms of Service. In the event of any conflict, the Terms of Service shall prevail in respect of the contractual relationship between you and Higgs Educators, and this Policy shall prevail in respect of refunds, cancellations, and the matters specifically addressed herein.
2.1 In this Policy, capitalised terms shall have the following meanings, unless the context requires otherwise:
2.2 Capitalised terms used in this Policy but not otherwise defined herein shall have the meanings ascribed to them in the Higgs Educators Privacy Policy or, where applicable, the Higgs Educators Terms of Service. To the extent the Terms of Service have not yet been published, such terms shall bear their plain English legal meaning in the context of an online education service.
2.3 References to a Section are references to a section of this Policy. The singular includes the plural and vice versa. Headings are inserted for convenience only and shall not affect interpretation.
3.1 This Policy applies to all paid Courses purchased from Higgs Educators by a Parent on behalf of a Student.
3.2 Demo Classes are addressed in Section 5 but are not subject to the refund provisions of this Policy, as no consideration is paid in respect of them.
4.1 Higgs Educators provides a 100% money-back guarantee on a pro-rata basis. Where, as at the date a valid refund request is made under Section 8:
Higgs Educators shall refund the price paid in respect of the (N – M) Classes that have not been delivered.
4.2 Worked example. If a Parent has purchased a Course of 20 Classes, has consumed 10 Classes, and submits a refund request, the refund shall be calculated as the price paid in respect of 10 Classes (being the 10 Classes not yet delivered). For the avoidance of doubt, Higgs Educators retains the price paid in respect of the 10 Classes already delivered.
4.3 For the purposes of this Section 4, a Class is treated as "delivered" where:
4.4 Classes which have been rescheduled in accordance with Section 6 or Section 7, but not yet re-delivered, shall be treated as undelivered for the purposes of Section 4.1.
5.1 A Demo Class is offered free of charge to prospective Parents and Students. No fee is payable in respect of a Demo Class and no refund is therefore available in connection with a Demo Class.
5.2 Demo Classes may be delivered (at Higgs Educators' election) through:
5.3 If the Student does not join the Demo Class at the scheduled time, the assigned mentor shall make reasonable efforts to contact the Parent during the scheduled time. If the Student does not join the Demo Class within approximately eight (8) to ten (10) minutes of the scheduled start time and the Parent cannot be reached, the mentor may end the Demo Class. The Parent may request a fresh Demo Class to be scheduled at no cost.
6.1.1 Where the Parent provides a Pre-Informed Cancellation in respect of a scheduled Class, the Class shall be rescheduled at no cost to the Parent and shall not be deducted from the Parent's Course.
6.1.2 Emergency exception. Where reasonable and genuine emergency circumstances arise, Higgs Educators may, in its discretion, permit rescheduling requests submitted with shorter notice. Such accommodations are extended on the basis that the underlying emergency is infrequent and supported by legitimate circumstances; routine or recurring use of this exception shall be treated as exploitation under Section 6.2.3.
6.2.1 Where the Student does not join a scheduled Class at the scheduled start time and no Pre-Informed Cancellation has been given, the assigned mentor shall:
6.2.2 A Class ended in accordance with Section 6.2.1, or cancelled with less than three (3) hours' notice, shall be treated as "delivered" for the purposes of Sections 4.1 and 4.3: one Class credit shall be deducted from the Parent's Course and the Class shall not be rescheduled free of charge, save as provided in Section 6.2.3.
6.2.3 Genuine emergencies. Where the Parent contacts Higgs Educators following a missed Class and shows that the absence resulted from a genuine emergency (for example, a medical emergency), Higgs Educators shall, acting reasonably and in good faith, restore the deducted credit and reschedule the Class at no cost to the Parent. This accommodation is extended on the understanding that it is used infrequently and honestly. Where Higgs Educators reasonably determines that the accommodation is being exploited, or is claimed repeatedly without genuine cause, Higgs Educators may decline to restore the credit. Any such decision shall be communicated to the Parent in writing, with reasons.
6.2.4 Where the Parent does not contact Higgs Educators following a missed Class, or no genuine emergency is shown, the deduction under Section 6.2.2 shall stand, the three (3) hour notice window under Section 6.1 having been available to the Parent.
6.3.1 Where the Student joins a Class after the scheduled start time but before the mentor has ended the Class in accordance with Section 6.2.1, the Class shall proceed for the remainder of the scheduled duration. Higgs Educators is not obliged to extend the duration of any Class to compensate for late joining.
7.1 Higgs Educators may be unable to deliver a scheduled Class as a result of, among other things, mentor illness or unavailability, technical failure, force majeure, or other operational reason. In any such case:
7.2 No Class cancelled by Higgs Educators shall be deducted from the Parent's Course.
8.1 A Parent who wishes to request a refund shall send a written request by email to contact@higgseducators.com with the subject line "Refund Request", setting out the following information:
8.2 Higgs Educators may require the Parent to confirm their identity before processing a refund.
9.1 Higgs Educators shall handle a valid refund request in accordance with the following indicative timeline. The dates are calculated from the date of receipt of a valid request under Section 8.
| Stage | Indicative window |
|---|---|
| Acknowledgement of the refund request | within three (3) Business Days of receipt |
| Good-faith engagement with the Parent (exploring resolution, alternative arrangement, or substitute service), if the Parent is willing | up to seven (7) Business Days, after which the Parent may insist on processing |
| Approval and internal initiation of the refund (where the Parent still wishes to proceed) | within seven (7) Business Days of the request becoming final |
| Bank settlement to the Parent's account (outside Higgs Educators' control) | typically three (3) to ten (10) Business Days for domestic INR transfers; five (5) to fifteen (15) Business Days for international transfers via Wise |
| Indicative end-to-end window | approximately two (2) to four (4) weeks in most cases |
9.2 The Parent acknowledges that the bank-settlement stage is dependent on the operation of the Parent's bank and any intermediate banking institutions, and is not within the control of Higgs Educators.
10.1 A refund shall be made to the Parent by the same method by which the original payment was received, where reasonably possible. Where the original method is not reasonably available for the refund (for example, the underlying card has expired), Higgs Educators shall agree an alternative method with the Parent.
10.2 The payment methods presently supported by Higgs Educators are described in the Higgs Educators Privacy Policy.
11.1 Refunds shall be made in the currency in which the original payment was received. Where currency conversion is necessary, the conversion shall be applied at the rate offered by Higgs Educators' payment provider at the time of the refund.
11.2 Any taxes collected by Higgs Educators at the time of the original payment shall be refunded, together with the underlying fee, in accordance with Applicable Law.
11.3 Bank charges and intermediary-bank charges (if any) levied on the receiving end by the Parent's bank or its correspondent banks are the responsibility of the Parent and shall be deducted from the refund amount where they cannot otherwise be borne by Higgs Educators.
12.1 Without prejudice to the pro-rata 100% money-back guarantee in Section 4, Higgs Educators reserves the right, acting reasonably, to decline or limit a refund in the following circumstances:
12.2 Any exercise of the rights under Section 12.1 shall be communicated to the Parent in writing with reasons. The Parent's right to lodge a complaint with a competent consumer-protection authority is not affected.
13.1 This Policy forms part of the contractual arrangement between the Parent and Higgs Educators. It is to be read together with the Higgs Educators Terms of Service and the Higgs Educators Privacy Policy, both of which are or will be published on the Website at higgseducators.com.
13.2 In the event of any conflict:
14.1 This Policy is governed by the laws of India. The provisions relating to jurisdiction and the resolution of disputes between the Parent and Higgs Educators are set out in Section 20 of the Higgs Educators Terms of Service, which shall apply mutatis mutandis to any dispute arising out of or in connection with this Policy.
15.1 Higgs Educators may amend this Policy from time to time. Where the amendment is material, Higgs Educators shall (a) update the "Last Updated" date at the head of this Policy, (b) post the amended Policy at the Website, and (c) where Higgs Educators holds the Parent's email address, notify the Parent by email.
15.2 Continued use of the Services following publication of an amended Policy shall constitute acceptance of the amended Policy.
16.1 Any question, request, or complaint relating to this Policy may be addressed to: