Refund or cancellation policy

Operated by Wabya Eduventures Private Limited

Effective Date: 1 June 2025

Last Updated: 1 September 2026

At Sakha, we understand that plans can change. At the same time, when a student enrols, we reserve educator time, timetables, academic resources and operational capacity specifically for that student.

This Refund & Cancellation Policy explains how we handle cancellations, withdrawals, missed classes, rescheduling, credits and refunds in a clear and consistent manner.

This Policy forms part of the Sakha Student & Parent/Guardian Terms of Service.

1. WHAT THIS POLICY COVERS

This Policy applies to:

enrolment cancellations
withdrawal from a programme
student absence
rescheduling
missed classes
tutor absence
Sakha cancellations
service changes
mode changes
compensation classes
service credits
refund requests

2. WHY SAKHA HAS A CANCELLATION POLICY

When a student enrols, Sakha may reserve educator time, Coordinator and HOD time, training and preparation time, a recurring timetable, a group-batch seat, centre capacity, home-tuition availability, administrative resources, and academic planning capacity.

Once these arrangements are made, that capacity may not be available to another student.

Accordingly, fees generally relate to the reserved service structure, and not simply to the number of classes a student chooses to attend.

3. FEES PAID IN ADVANCE

Fees are generally payable in advance.

Once a service plan, batch or timetable has been confirmed and educator time or other service capacity has been reserved, fees are generally non-refundable and non-transferable, except where:

this Policy expressly provides for a refund, credit or adjustment
Sakha agrees otherwise in writing
a refund or other remedy is required under applicable law.

This approach reflects the fact that Sakha reserves educator time and operational capacity specifically for the enrolled student.

4. FIRST-SESSION WITHDRAWAL

Where a Parent/Guardian withdraws before the student’s first scheduled session has been conducted, and provides notice at least 24 hours in advance of that session, fees paid for the withdrawn service will be refunded in full, less any administrative or third-party costs already incurred by Sakha and communicated at enrolment.

This clause applies only to a student’s first session under a given enrolment and does not apply to subsequent withdrawals, which are governed by Section 5 (Cancellation Before Services Begin) and Section 6 (Withdrawal After Services Begin) below.

5. CANCELLATION BEFORE SERVICES BEGIN

If a Parent/Guardian wishes to cancel an enrolment before the agreed services begin, they should contact Sakha as soon as possible.

Sakha may consider:

whether educator time has already been allocated
whether a seat or timetable has been reserved
whether administrative, third-party or other costs have been incurred
whether another student could reasonably take the allocated slot
the circumstances of the cancellation.

Any applicable refund, credit or adjustment will be determined in accordance with this Policy, the applicable service arrangement and applicable law.

6. WITHDRAWAL AFTER SERVICES BEGIN

A minimum of 15 days’ written notice is required to:

withdraw a student
discontinue a subject
reduce enrolled hours
materially change the agreed service plan.

The notice must be provided through an official Sakha communication channel. A notice submitted outside official working hours (see Section 30 of the Terms of Service) will be treated as received at the start of the next working day.

Fees applicable during the notice period remain payable because Sakha continues to reserve the relevant timetable, educator time and service capacity.

Unused attendance during the notice period does not automatically create a right to a refund.

7. STUDENT ABSENCE

A student’s personal absence does not automatically result in a refund or fee reduction. This includes absence due to travel, family events, holidays, school commitments, examinations, personal reasons, or any other voluntary absence.

Where the applicable service plan permits rescheduling or compensation, the Parent/Guardian must follow the applicable notice requirements.

8. STUDENT CANCELLATION OF A SCHEDULED CLASS

Where a student requests cancellation or rescheduling of a scheduled class, notice periods below are calculated in calendar hours unless otherwise specified. A request submitted outside official working hours will be treated as received at the start of the next working day for record-keeping purposes, but the calendar-hour countdown to the session itself is unaffected — Parents/Guardians should not rely on non-working hours to extend the notice window.

24 hours or more before the session

Sakha may offer a rescheduled session, subject to educator availability, timetable availability, and the applicable service plan. A rescheduled session is not guaranteed solely because the required notice was provided.

Less than 24 hours before the session

The session may be treated as a late cancellation and may remain chargeable.

Within 2 hours of the session / No Notice

The session may be treated as a missed session and may remain fully chargeable.

Sakha may exercise reasonable discretion in genuine emergencies.

9. ILLNESS & GENUINE EMERGENCIES

Where a student is suddenly ill or an unforeseen emergency occurs, the Parent/Guardian should notify the Sakha Coordinator as soon as reasonably possible.

Depending on the circumstances, Sakha may, at its reasonable discretion:

reschedule the session
provide a compensation class
provide an online alternative where reasonably suitable
waive an applicable cancellation charge.

Any such accommodation is considered individually and does not create an automatic entitlement to the same accommodation in future circumstances.

10. PLANNED HOLIDAYS & ABSENCES

For planned travel, holidays, family events or other known absences, Parents/Guardians should provide at least 15 days’ advance notice wherever reasonably possible.

Any adjustment or rescheduling will depend on the student’s service plan, educator availability, timetable capacity, and the length and timing of the absence.

Providing advance notice does not by itself guarantee a refund, credit or compensation class.

11. CLASS CANCELLED BY SAKHA OR THE EDUCATOR

If Sakha or the assigned educator cannot conduct a scheduled class because of illness, emergency, leave, operational issues, or other Sakha-related circumstances, Sakha will make reasonable efforts to provide one of the following:

a substitute educator
a rescheduled class
an online alternative where reasonably suitable
a compensation class or appropriate adjustment.

Where an appropriate academic alternative is provided, a cash refund is not automatically required for the affected session.

If Sakha is unable to provide a reasonable alternative, the matter may be reviewed for an appropriate credit, adjustment or refund, subject to the circumstances and applicable law.

12. SAKHA-DECLARED HOLIDAYS

Declared Sakha holidays do not ordinarily result in a fee reduction because periodic fees reflect the overall academic service structure.

Where a significant number of scheduled sessions are missed because of a Sakha-declared closure, Sakha may provide appropriate compensation, rescheduling or an alternative arrangement.

13. PROLONGED SERVICE DISRUPTION (FORCE MAJEURE)

Where a force majeure event (as described in Clause 33 of the Student & Parent/Guardian Terms of Service) prevents Sakha from providing the enrolled services for more than fourteen (14) consecutive days, and no reasonable alternative — including an online delivery format — can be provided during that period, Sakha will offer a pro-rata credit or refund for the portion of fees attributable to the unavailed period beyond the initial 14 days.

This clause does not apply where Sakha has provided a reasonable alternative arrangement that the Parent/Guardian has accepted or made use of.

14. TUTOR CHANGE

A Parent/Guardian may request a tutor change where there is a reasonable academic, scheduling or compatibility concern.

Sakha will consider the request subject to educator availability, academic suitability, timetable requirements, and operational feasibility.

A tutor change does not automatically create a right to a refund or immediate withdrawal.

15. CHANGE OF LEARNING MODE

Requests to move between Online, Centre-Based Individual, Centre-Based Group, and Home Tuition must be made through the Sakha Coordinator.
A mode change is subject to availability, applicable fee difference, educator availability, timetable, location, and operational requirements.
A mode change is not automatically treated as a cancellation and does not automatically create a right to a refund.
Any applicable fee difference will be communicated before the change is implemented.

16. ADDITIONAL CLASSES

Additional sessions, subjects or hours requested beyond the agreed service plan are separately chargeable.

Additional services may have separate cancellation and rescheduling requirements, which will be communicated at the time of booking or confirmation.

17. GROUP BATCHES

Group-batch fees reserve a place in a specific academic structure and timetable.
If a student misses a group class, the missed session does not automatically qualify for a refund.
Where reasonably possible and where the programme permits, Sakha may provide a worksheet, a legitimately available recording, academic notes, catch-up support, or a compensation class.
Any such support is subject to the applicable programme and availability.

18. HOME TUITION CANCELLATION

Home tuition requires educator travel and dedicated time.
Late cancellations may therefore result in the full session remaining chargeable.
If the educator has already travelled to the agreed location and the student is unavailable without appropriate notice, the session may be treated as a conducted or chargeable session. Where a session is charged on this basis, the charge reflects the reserved tuition time and any applicable travel/logistics cost that was communicated to the Parent/Guardian at enrolment, and will not include undisclosed or unitemised charges.
If the home environment is unsafe, inappropriate or otherwise unsuitable and the educator leaves, Sakha may review the circumstances separately.

19. COMPENSATION CLASSES & CREDITS

Where Sakha approves a compensation class or service credit:

it is an academic or service adjustment rather than an automatic cash refund;
it is subject to educator and timetable availability
it is personal to the enrolled student
it cannot be transferred to another student
it cannot ordinarily be exchanged for cash
it must be used within the validity period communicated by Sakha.

Unless otherwise specified in writing, prepaid session credits, class hours or monthly tuition allocations must be used within 60 days from the date of billing. Sakha will make reasonable efforts to notify the Parent/Guardian at least seven (7) days before any unused credit is due to lapse, through the official Sakha communication channel.

Unused credits after the applicable validity period will lapse automatically, subject to applicable law.

20. NO CASH EQUIVALENT FOR REPLACEMENT SERVICES

Where Sakha provides a valid replacement, rescheduling arrangement, compensation class or service credit for an affected session, the Parent/Guardian is not automatically entitled to a cash refund for the same service shortfall.

21. REFUND REQUESTS

Where a Parent/Guardian believes that a refund may be applicable, the request should be submitted through an official Sakha communication channel.
The request should include, where relevant: Parent/Guardian name, student name, programme, relevant dates, payment details, reason for the request, and supporting information.
Sakha may request additional information reasonably necessary to assess the request.
Sakha will acknowledge receipt of a complete refund request within 48 hours and will endeavour to communicate its decision within 15 business days of receipt, subject to any additional information reasonably required from the Parent/Guardian.

22. HOW REFUND REQUESTS ARE ASSESSED

Where a refund is being considered, Sakha may take into account: services already provided, educator time already reserved, notice provided, unused service period, the applicable service plan, administrative or third-party costs, the circumstances causing cancellation, any replacement, compensation or credit already provided, and applicable law.
Where a refund is approved under this Policy, it will ordinarily be calculated as follows, unless a different outcome is specified elsewhere in this Policy or required by applicable law:
Refundable amount = Total fees paid − Fees attributable to sessions already conducted or reserved during the applicable notice period − A reasonable administrative charge not exceeding 10% of the amount otherwise refundable.
This formula provides the ordinary basis for calculation and does not override a more specific provision elsewhere in this Policy (including Sections 4, 11 and 13), nor any entitlement arising under applicable law.
Where a refund is approved, it will be limited to the amount reasonably and lawfully refundable in the circumstances.

23. AUTHORISED REFUNDS, CREDITS & EXCEPTIONS

Refunds, credits, fee waivers, extensions or other exceptions may only be approved by authorised Sakha representatives.
Educators are not authorised to independently promise or approve refunds, fee waivers, credit extensions, changes to payment terms, cancellation exceptions, or other commercial arrangements on behalf of Sakha.
Any such arrangement is valid only where confirmed through an authorised Sakha channel.
This is intended to ensure clarity and consistency for all families.

24. PAYMENT DEFAULT

No refund or credit is created merely because services are suspended due to unpaid fees.

Outstanding amounts remain payable in accordance with the Student & Parent/Guardian Terms of Service and applicable law.

25. TERMINATION BY SAKHA

Where Sakha terminates services because of serious misconduct, harassment, safety concerns, persistent non-payment, intellectual-property misuse, unauthorised direct engagement with educators, or another material breach of the Terms, any refund or credit will be assessed in accordance with the applicable Terms, this Policy and applicable law.

Where termination occurs because continued service is unsafe or impracticable, Sakha will consider an appropriate resolution based on the circumstances.

26. REFUND PROCESSING

Where a refund is approved, Sakha will ordinarily process it through the original or another authorised payment method within 15 business days of approval, subject to timelines imposed by banking systems, payment gateways, or other third-party payment providers beyond Sakha’s direct control.

27. NO DUPLICATE RECOVERY

A Parent/Guardian will not ordinarily receive both a cash refund and a compensation class or service credit for the same service shortfall, unless expressly approved by Sakha or required by applicable law.

28. POLICY INTERPRETATION & HIERARCHY

This Policy should be read together with the Sakha Student & Parent/Guardian Terms of Service.
In the event of an inconsistency specifically relating to refunds, cancellations, rescheduling, compensation classes or credits, this Policy will apply to that specific subject matter, unless applicable law requires otherwise.
Any specific written service or enrolment arrangement expressly agreed by Sakha may also apply where it contains terms specifically applicable to that student’s programme.

29. CHANGES TO THIS POLICY

Sakha may update this Policy from time to time to reflect changes to its services, operations or applicable legal requirements.
The latest version will be published on the Sakha website together with the applicable Last Updated date.
For material changes affecting an existing enrolment, Sakha will provide reasonable notice where appropriate and obtain any additional acceptance where required by applicable law.

30. GOVERNING LAW

This Policy is governed by the laws of India.
Nothing in this Policy excludes or limits any statutory consumer right or remedy that cannot legally be excluded.

31. CONTACT & GRIEVANCE OFFICER

For cancellation, refund, rescheduling or credit-related requests, please contact Sakha through its official communication channels.

Wabya Eduventures Private Limited Sakha – Your Study Buddy

Email: info@yoursakha.me

Phone: +91 99800 28118

Grievance Officer: Meeth Malani, [designation to be inserted] — for complaints that cannot be resolved by the Sakha Coordinator, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Complaints addressed to the Grievance Officer will be acknowledged within 48 hours and, where reasonably possible, resolved within one month of receipt.

Grievance Officer Email/Phone: [to be inserted]

Official Working Hours: Monday–Saturday, 11:00 AM–8:00 PM

Sundays are ordinarily non-working days unless otherwise communicated.

OUR APPROACH

Sakha reserves educator time and academic capacity specifically for enrolled students.

Our cancellation and refund structure is designed to balance:

fairness to families + protection of reserved educator time + continuity of academic services.

We encourage parents to contact the Sakha Coordinator as early as possible whenever circumstances change. Early communication gives us the best opportunity to find a practical solution