Return & Refund Policy

1 Overview

Penless Education (operated by Emohol) provides software-as-a-service for coaching center management. As a digital service with immediate access upon activation, our general policy is that subscription fees are non-refundable once a billing period has commenced.

However, we recognize that exceptional circumstances may arise, and this policy outlines the conditions under which refunds may be issued.

2 General Refund Policy

Subscription payments made through SSLCommerz are considered earned from the moment service access is activated. As such:

• Fees paid for an active billing period are generally non-refundable
• Cancelling your subscription stops future charges but does not entitle you to a refund for the current period
• Partial refunds for unused days within a billing cycle are not provided under normal circumstances

3 Refund Eligibility

A refund request may be considered under the following specific circumstances:

• Duplicate Payment: You were charged more than once for the same subscription period due to a system or gateway error
• Incorrect Amount: An amount different from the agreed subscription price was deducted
• Service Unavailability: The platform was completely inaccessible for an extended, verified period (more than 72 consecutive hours) due to our technical failure — not scheduled maintenance
• Unauthorized Transaction: Payment was made without your knowledge or consent and reported within 48 hours

Requests based on dissatisfaction with features, change of mind, or low usage do not qualify for a refund.

4 How to Request a Refund

To initiate a refund request, follow these steps:

1. Email us at emoholinfo@gmail.com with the subject line: "Refund Request – [Your Center Name]"
2. Include your registered email, transaction reference number, payment date, and a clear description of the reason for the refund
3. Our team will acknowledge your request within 2 working days
4. We will review and verify the claim — this may take up to 5 working days
5. If approved, the refund will be initiated to your original payment method

5 Refund Processing Timeline

Once a refund is approved by our team, the amount will be returned to your original payment method. Processing time depends on your payment provider:

• Debit / Credit Card: 7 to 10 working days
• Mobile Banking (bKash, Nagad, Rocket): 7 to 10 working days
• Internet Banking: 7 to 10 working days

You will receive a confirmation email once the refund has been initiated from our side.

6 Non-Refundable Items

The following are explicitly not eligible for refunds:

• Setup or onboarding assistance fees (if applicable)
• Fees for months already consumed or accessed
• Subscriptions cancelled after the billing cycle has started
• Payments for add-on services or one-time features
• Requests submitted after 30 days from the transaction date

7 Cancellation Policy

You can cancel your Penless Education subscription at any time from your dashboard settings. Upon cancellation:

• Your account remains active and usable until the end of the current billing cycle
• No future charges will be processed
• Your data remains accessible for 30 days after cancellation, after which it may be deleted

We recommend exporting your data before cancelling your subscription.

8 Contact Us

For refund requests or billing-related queries, reach us at:

• Email: emoholinfo@gmail.com
• Phone: 01305609939
• Address: Netrokona Sadar, Netrokona, Netrakona-S Upazilla, District: Netrokona, Division: Mymensingh, 2400

Support hours: Saturday to Thursday, 9 AM – 6 PM (Bangladesh Standard Time)