1. Our general position
Pencilastic provides immediate access to digital educational content. Once access to a course has been granted, the service has substantially been delivered. For this reason, fees are generally non-refundable once access has been granted, except where a refund is required by applicable law or where we determine, at our discretion, that a refund is warranted.
Please review the course description, the included courses, the price, and the Subscription Period shown on the subscription page before completing your purchase.
2. When we will consider a refund
We will consider a refund request on its merits. Circumstances in which a refund is likely to be warranted include:
- Duplicate charge — you were charged more than once for the same subscription or purchase.
- Access not provided — payment was captured but we were unable to give you access to the content you paid for, and we cannot offer a working remedy.
- Incorrect amount charged — the amount taken does not match the price displayed at checkout.
- Any case where a refund is required under applicable Indian law.
Requests are assessed individually. Approving one request does not oblige us to approve another in different circumstances.
3. How to request a refund
Email cs@pencilastic.com from the email address used at the time of purchase, and include:
- your order reference or payment reference;
- the date of the payment and the amount;
- the reason for the request, with any relevant detail (for example, a screenshot of an error).
We will acknowledge your request and tell you our decision, together with the reason for it. Where we need more information to assess the request, we will ask for it.
4. How approved refunds are processed
Where a refund is approved, it is processed to the original payment method through our payment gateway, Razorpay. We cannot refund to a different account, card, or payment method.
We initiate the refund within a reasonable period of approving it. The time taken for the amount to appear in your account after that is determined by your bank, card issuer, or UPI provider and is outside our control; it is commonly a few working days.
Where a refund is issued for a subscription, access to the associated courses ends when the refund is processed.
5. Failed, duplicate & delayed payments
Access is granted once a payment is confirmed as captured. If a payment does not complete, it is reversed by the payment gateway in the ordinary course and no refund request is needed.
In rare cases confirmation of a payment is delayed. If you have been charged but do not yet have access, please wait a short while and check your email, then contact cs@pencilastic.com with your order reference — we will confirm the status of the payment and either grant access or arrange a refund of a genuine duplicate or uncredited charge.
Relationship to our Terms & Conditions
This page expands on Section 8 (Cancellations & refunds) of our Terms & Conditions and should be read together with them. If there is any inconsistency between this page and the Terms & Conditions, the Terms & Conditions prevail. Nothing on this page limits any rights you have that cannot be excluded under applicable Indian law, including the Consumer Protection Act, 2019.
Contact
For any question about this policy, or to raise a request or complaint:
- Customer support: cs@pencilastic.com
- Grievance Officer (data protection): gc@pencilastic.com
- General contact: hello@pencilastic.com
We aim to acknowledge requests and complaints and resolve them within the timelines prescribed by applicable law.