Refund Policy
1. No Refund Policy
Payments made to YourGuru are non-refundable, except for the billing-error exceptions below or where a refund or another remedy is required by applicable law.
This policy applies to purchases made by parents for their children and purchases made by self-managed adult learners.
It includes:
- Monthly and annual subscription payments.
- Extra-child slots and other eligible add-ons.
- Fixed-term extra Daily Learning time.
- Partially used billing periods.
- Unused days, allowances or available features.
- A change of mind after purchase.
- Voluntary cancellation, downgrade or account deletion.
A feature clearly disclosed as Coming Soon before purchase is not represented as immediately available. This does not limit remedies for a service that was misrepresented, not delivered as promised or otherwise deficient under applicable law.
2. Cancellation
The verified adult account owner may cancel recurring renewal through the available subscription controls.
Parents manage cancellation through their account’s billing controls. Adult learners manage their own subscription directly.
Voluntary cancellation normally takes effect at the end of the current paid billing period. Eligible paid access continues until then, unless an independent security, consent, deletion or entitlement restriction applies.
At the end of the paid period, access changes to the applicable Free or remaining entitlement. No further recurring charge should be made under the cancelled renewal.
Cancellation does not generate a proportionate refund for unused time and does not delete the account.
Fixed-term extra Daily Learning time does not renew automatically. Its stated end date is not extended by non-use, suspension or a base-plan downgrade.
Account deletion is a separate action. If you request account deletion, access ends according to the deletion process even if paid time remains. Deletion does not itself create a refund entitlement.
3. Free Plan
YourGuru offers a Free plan with the benefits and allowance shown for the relevant account type.
We encourage you to review the available experience, supported features and purchase terms before choosing a paid plan.
A Free account does not create an obligation to upgrade.
4. Billing errors and legal exceptions
We will review cases such as:
- A duplicate charge caused by a billing or processing error.
- A charge made after an effective cancellation because of a billing error.
- An incorrect amount or a payment not properly authorised by the account owner.
- A payment for a service that was not supplied as agreed.
- Any circumstance where applicable law requires a refund or another remedy.
These cases are not excluded by the general No Refund Policy.
Please report a suspected billing error promptly, preferably within seven days, using support@yourguru.app. This request does not shorten any statutory complaint or refund period.
Provide the registered account email, payment reference, date, amount and a brief explanation. Do not send passwords, PINs, verification codes, full card numbers or card security codes.
We acknowledge complaints within 48 hours and aim to complete an initial billing review within five business days. Complaints are addressed within one month, or sooner where applicable law requires.
Approved refunds are processed without undue delay through the original payment method where supported and appropriate. Your bank or payment provider may require additional processing time.
5. Suspension, account misuse and payment disputes
If an authorised administrator confirms account sharing or other misuse and suspends a profile, unused subscription time or unused purchases are not refundable, except where required by law.
Device changes alone do not automatically result in suspension. The account owner may request review of an enforcement decision.
You may raise a payment dispute with your bank or payment provider and exercise any rights available under law. We encourage you to contact us so that we can investigate the issue, but contacting us first is not a condition for exercising those rights.
We may investigate suspected fraudulent payments and apply proportionate protective restrictions where necessary. A good-faith complaint or payment dispute is not, by itself, proof of misuse.
6. Changes to this Policy
We may update this Policy and publish the revised wording with the applicable date.
Changes do not retrospectively remove rights attached to an earlier purchase or rights provided by law. Material changes are communicated where required.
7. Contact
For billing, cancellation or refund questions, contact support@yourguru.app.
Nothing in this Policy excludes a refund, compensation, complaint or other remedy that cannot lawfully be excluded.