Refunds and cancellations

Base to Apex is software, used online. Nothing is shipped. A plan payment takes effect as soon as it's confirmed - usually within a minute - and the plan's features are available straight away. A fee payment shows on the family's and the institute's records, with a receipt, as soon as it's confirmed.

• The first months are free; nothing is charged unless you choose a paid plan and pay for it.
• You can stop or move to the free plan at any time. A paid plan runs to the end of the period you've paid for and isn't renewed unless you pay again.
• Plan payments aren't refunded for the unused part of a month or a year, except as below.

• You were charged twice, or charged the wrong amount: the extra is refunded in full.
• A yearly plan, cancelled within 7 days of paying: refunded in full for all unused months. The month you're in counts as used; if your paid months haven't started yet, all of it comes back.
• We suspend or close the service for reasons that aren't yours: the unused part is refunded.

Ask at basetoapex@gmail.com. Approved refunds are made to the account you paid from within 7 working days; your bank may take a few more days to show it.

• Fees are paid to the institute, through our payment partner Cashfree Payments. Each institute sets its own fees and its own refund rules - ask the institute first.
• When an institute refunds a fee paid in the app, it does it in the app, and the money goes back through Cashfree to the account you paid from - usually within 5-7 working days. You're told when it's sent, and it shows on your fees page.
• Fees paid directly to the institute, in cash or otherwise, are refunded by the institute directly.

If a payment fails but money leaves your account, it's returned automatically, usually within 5-7 working days. If you paid twice for the same thing, or something doesn't look right, write to basetoapex@gmail.com with the date, amount and transaction reference and we'll sort it out - with the institute where it concerns their fees.

If you can't settle something with an institute, contact us and we'll help. You can also raise a dispute with your bank or card issuer.