Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy governs all purchases, subscriptions, digital credits, and paid services offered through IBS9 Intelligent Question Paper Studio, operated by IBS9 Educational Technologies, located at 19, Vivekananda Nagar, Belgharia, Kolkata – 700056, West Bengal, India. This policy explains the conditions under which users may request cancellations, refunds, payment reversals, or assistance relating to transactions made through our platform. By purchasing or using any paid service offered by IBS9, users agree to the terms outlined in this policy.

2. Nature of Digital Services

IBS9 provides digital educational services, including question paper generation, master answer sheet generation, document formatting, digital credits, and other subscription-based or usage-based features. These services are delivered electronically through the platform and do not generally involve the physical shipment of products. Due to the digital and immediately accessible nature of these services, purchases may be subject to specific refund and cancellation conditions.

3. Payment Confirmation

Payments for IBS9 services may be processed through authorized third-party payment gateways and financial service providers. A transaction shall be considered successful once the payment gateway confirms the payment and the corresponding purchase, subscription, or digital credits are successfully recorded in the user's account. Users should retain their transaction reference number, payment confirmation, or receipt for future communication regarding any payment-related issue.

4. Digital Credits and Paid Packages

IBS9 may offer digital credits, usage packages, generation limits, subscriptions, or other paid service entitlements. Once purchased and successfully credited to a user's account, these digital credits or entitlements are generally non-refundable and non-transferable, except where a refund is required under applicable law or expressly approved by IBS9. Users are advised to carefully review the package description, pricing, applicable usage limits, and service conditions before completing a purchase.

5. Refund Eligibility

Refund requests may be considered in specific circumstances, including duplicate payments, confirmed payment deductions without successful credit allocation, technical failures resulting in non-delivery of a purchased service, or other verified transaction-related issues attributable to IBS9. Each request will be reviewed individually based on transaction records, payment gateway confirmation, account activity, and relevant supporting information. Approval of a refund shall be subject to verification and applicable legal requirements.

6. Non-Refundable Purchases

Except where required by applicable law or expressly approved by IBS9, payments for successfully delivered digital services, consumed digital credits, completed question paper generations, generated answer sheets, activated subscriptions, and other successfully utilized paid features are generally non-refundable. Refund requests arising solely from a change of mind, incorrect package selection, failure to review package details before purchase, or dissatisfaction with a result that has already been successfully delivered may not qualify for a refund.

7. Failed Transactions and Amount Deducted

If an amount is deducted from a user's bank account, UPI account, card, or other payment method but the corresponding IBS9 purchase is not successfully completed, users should first allow reasonable time for the payment gateway and banking systems to update the transaction status. If the purchase remains unsuccessful after the applicable payment processing period, users may contact our support team with the transaction ID, payment reference number, date, amount, and registered account details. Verified failed transactions will be investigated and eligible amounts will be refunded or reversed through the appropriate payment channel.

8. Duplicate Payments

If a user is charged more than once for the same purchase due to a technical issue, payment gateway error, or transaction duplication, IBS9 will investigate the reported transactions. Where duplicate payment is verified and the additional amount has not been adjusted against another valid purchase, the duplicate amount may be refunded through the original payment method or the applicable payment provider's refund mechanism.

9. Cancellation of Subscriptions

Users may request cancellation of eligible subscriptions through the available account settings or by contacting our customer support team. Cancellation will generally prevent future subscription renewals where applicable, but it will not automatically reverse payments already processed for an active subscription period. Access to subscription features may continue until the end of the applicable paid period unless otherwise specified. Any recurring payment or automatic renewal arrangement will be governed by the terms displayed at the time of subscription and applicable payment authorization requirements.

10. Cancellation of Digital Orders

Requests to cancel a digital order may be considered only where the purchased service has not yet been activated, delivered, or utilized. Once digital credits have been added to an account, a subscription has been activated, or a generation request has been successfully processed, cancellation may not be available. Users should contact our support team as soon as possible if they identify an incorrect or unintended purchase.

11. Technical Issues and Service Failures

If a user experiences technical difficulties while accessing a paid feature, generating a question paper, downloading a document, or using another purchased service, the user should report the issue to IBS9 support with relevant details. Our technical team may investigate the problem and, where appropriate, attempt to restore access, resolve the issue, provide the applicable service again, or consider another suitable remedy. A technical complaint does not automatically guarantee a refund, and each case will be evaluated based on the nature and extent of the failure.

12. Refund Request Procedure

To request a refund, users must contact our official customer support team through support@ev11.in. The request should include the registered email address or mobile number, transaction ID or payment reference number, purchase date, transaction amount, payment method, and a clear explanation of the issue. Users may also attach relevant payment confirmation or screenshots to help our team verify the transaction. Incomplete requests may require additional information before processing can begin.

13. Refund Review and Processing Time

Once a refund request is received, IBS9 will review the submitted information and verify the transaction with the relevant payment gateway or service provider where necessary. We aim to communicate the outcome of a complete and verifiable refund request within 7 to 10 business days. If a refund is approved, the actual credit to the user's bank account, card, UPI account, or original payment method may take additional time depending on the payment gateway, banking institution, and applicable financial processing timelines.

14. Refund Method

Approved refunds will generally be processed through the original payment method used for the transaction, subject to the capabilities and procedures of the payment gateway. IBS9 may request additional information where necessary to verify the transaction and process the refund securely. Users should ensure that their original payment account remains active and capable of receiving the refund.

15. Partial Refunds

In certain circumstances, where only a portion of a purchased service has failed to be delivered or where a partial payment adjustment is appropriate, IBS9 may consider a partial refund or equivalent service adjustment. Any such decision will depend on the nature of the purchase, the extent of service utilization, the transaction records, and applicable legal requirements.

16. Promotional Offers and Discounted Purchases

Purchases made using promotional codes, special discounts, introductory offers, referral benefits, or limited-period campaigns may be subject to additional conditions. Unless otherwise stated in the applicable offer, promotional benefits and discounts are not separately refundable or redeemable for cash. Any refund relating to a discounted purchase will be evaluated based on the actual amount paid and the applicable offer conditions.

17. Unauthorized or Fraudulent Transactions

Users who identify an unauthorized, suspicious, or potentially fraudulent transaction involving their IBS9 account should immediately contact our support team and notify their bank or payment service provider. IBS9 may temporarily restrict relevant account activities while investigating a reported incident to protect users and platform security. Verified unauthorized transactions will be handled in accordance with applicable laws, payment gateway procedures, and relevant financial regulations.

18. Chargebacks and Payment Disputes

Users are encouraged to contact IBS9 support before initiating a payment dispute or chargeback with their bank or payment provider, wherever appropriate. We will make reasonable efforts to investigate legitimate transaction complaints and provide relevant information to resolve them. Nothing in this section limits a user's statutory rights or their ability to raise a payment dispute through their bank, payment provider, or competent authority.

19. Service Modification or Discontinuation

IBS9 reserves the right to modify, suspend, or discontinue specific services, features, or subscription packages for operational, technical, security, or business reasons. Where a material change significantly affects an active paid service, IBS9 will take reasonable steps to communicate the relevant information to affected users. Any refund or alternative remedy arising from such changes will be determined in accordance with applicable law and the specific circumstances of the purchase.

20. Exceptional Circumstances

IBS9 may consider refund or cancellation requests in exceptional circumstances involving verified technical failures, service delivery problems, duplicate transactions, or other genuine issues that materially affect a user's purchase. Such requests will be reviewed fairly and individually. Nothing in this policy is intended to exclude any refund, cancellation, or consumer protection right that users may have under applicable law.

21. Policy Amendments

IBS9 reserves the right to update or revise this Refund & Cancellation Policy from time to time to reflect changes in services, payment processes, operational practices, or applicable legal requirements. Updated versions will be published on our official website along with the revised date. Users are encouraged to review this policy before making new purchases.

22. Consumer Rights and Applicable Laws

This Refund & Cancellation Policy shall be interpreted in accordance with the applicable laws and regulations of India, including relevant consumer protection and electronic commerce requirements, to the extent applicable. Nothing in this policy shall be interpreted as restricting or removing any mandatory legal rights or remedies available to consumers under applicable Indian law.

23. Contact Information and Refund Support

For refund requests, payment-related complaints, subscription cancellations, duplicate transaction reports, or other assistance relating to this policy, users may contact IBS9 through the following official communication channels.

Organization: IBS9 Educational Technologies

Business Address: 19, Vivekananda Nagar, Belgharia, Kolkata – 700056, West Bengal, India.

Official Email: info@ev11.in

Customer Support Email: support@ev11.in

WhatsApp Support: +91 9433327201

For faster assistance, users should mention "Refund Request" or "Payment Issue" in the subject line of their email and provide the relevant transaction details.

24. Final Acknowledgement

By purchasing, subscribing to, or using any paid service offered through IBS9 Intelligent Question Paper Studio, users acknowledge that they have read, understood, and agreed to this Refund & Cancellation Policy. Users are encouraged to review all pricing, package descriptions, usage conditions, and applicable cancellation terms carefully before completing a transaction.

Operated by IBS9 Educational Technologies

Last Updated: 15 November 2026