Cancellation & Refund Policy

1. Scope

This policy applies to amounts paid directly to NanoStudent for subscriptions, credit packages, or paid platform services. It does not govern school fees recorded by a school for parents; the school controls those fee terms.

2. Duplicate or unauthorized transactions

Contact Support promptly if you see a duplicate or unrecognized charge. We review the gateway reference, order record, and credited usage. Confirmed duplicate or unauthorized transactions that have not been consumed are refunded to the original payment method where possible.

3. Failed service or missing credits

Do not pay twice while an order is being verified. Credits are issued from the provider’s signed server callback, not the browser return page. If a successful charge does not add credits after a reasonable period, contact Support with the order reference and never send full card details.

4. Consumed credits

Credits are internal digital usage units, not cash or a transferable balance. Credits consumed by a completed operation are generally non-refundable, except where logs show the service failed after deduction and the automatic credit restoration did not complete.

5. Subscriptions

Future renewal can be cancelled at any time. Access normally continues through the paid term. Refunds for the current term are reviewed based on the reason, usage, offer terms, and any mandatory rights under applicable law.

6. How to request a review

Open a support ticket from your account or email support@nanostudent.com with the order reference, date, amount, and reason. Never send a full card number or security code. We may request identity verification or payment evidence with sensitive details masked.

7. Processing

We provide the review outcome after checking platform and provider records. Once approved, the time for a refund to appear depends on the bank, wallet, or card network and is outside the platform’s control.