Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") applies to all purchases, renewals, and cancellations on ATC Quest Learning Management System ("Quest"), operated by Aarna Tech Consultants Private Limited (CIN: U72900JH2021PTC017144) with registered office at 72 G Road, Kadma, Jamshedpur, Jharkhand 831005, India.

This Policy should be read together with our Terms of Service, Privacy Policy, and any Enterprise Agreement signed between us and a Client Organization. In the event of a conflict between this Policy and a signed Enterprise Agreement, the Enterprise Agreement shall prevail for that engagement.

This Policy covers:

• Enterprise annual and multi-year license purchases for Client Organizations.
• Custom courses, assessments, certification programs, and committee-managed workflows created for a Client Organization.
• License top-ups (additional learner seats added mid-term).
• Direct-to-learner course purchases, where Quest offers such purchases outside a Client Organization context.
• Renewal, non-renewal, and early termination of licenses and subscriptions.

Enterprise licenses are the primary commercial model on Quest. They are sold to Client Organizations under an Enterprise Agreement and are governed by the commercial, refund, and termination terms set out in that Agreement. The provisions below apply where the Enterprise Agreement is silent.

2.1 Annual and multi-year licenses

• Enterprise licenses are sold as annual or multi-year term commitments, billed in advance or per the payment schedule stated in the Enterprise Agreement or Purchase Order.
• Once a license is activated in the Platform, it is treated as consumed and is non-refundable for the remainder of the paid term, except in the specific circumstances set out in this Policy or the Enterprise Agreement.
• Unused license seats within a term do not carry forward to a renewed term unless expressly agreed in writing.
• Reassigning license seats between learners within the same Client Organization is permitted, subject to audit-log tracking and the Enterprise Agreement.

2.2 License approval workflow

• License requests raised by a Client Organization go through an approval workflow before activation. Emails are sent to the Client SPOC on request, approval, and rejection.
• A license purchase is considered final once approved, the license count is provisioned on the Platform, and activation emails are dispatched.
• If a license request is rejected before activation, no amount becomes payable for that request; any amount pre-paid for a rejected request will be refunded in full.

2.3 License top-ups and mid-term additions

• Additional learner seats added to an existing Enterprise license are billed on a pro-rata basis for the remaining term and are subject to the same non-refundable treatment as the underlying license once activated.
• Bulk learner enrolments performed by the Client Administrator or SPOC through the Admin Panel are treated as irreversible once completed, except in the case of a confirmed error or duplicate import.

2.4 Non-renewal and termination

• Either party may decline to renew by providing written notice at least 30 days before the term end, unless a longer period is specified in the Enterprise Agreement.
• Termination for convenience prior to the term end, if permitted under the Enterprise Agreement, may attract an early termination fee equivalent to the remaining term or a negotiated portion thereof.
• Termination for material breach follows the cure period and remedies set out in the Enterprise Agreement. Where we are in material breach and fail to cure, a pro-rata refund for the unused portion of the term may be issued.

2.5 Custom content and certification programs

• Custom courses, custom certificate templates, committee-driven review workflows, and tailored reports developed for a Client Organization are considered professional services and are billed separately from license fees.
• Professional services fees are non-refundable once work has commenced, except for the unbilled portion of any future milestone, as stated in the applicable Statement of Work (SOW).

Where Quest makes courses or subscriptions available for direct purchase by individual learners outside a Client Organization context, the following provisions apply in addition to the Terms of Service.

3.1 7-day refund window for individual courses

A learner may request a refund for an individual course purchase within 7 calendar days of the purchase, provided all of the following conditions are met:

• The refund request is submitted within 7 calendar days from the date of purchase.
• Less than 30% of the course content has been consumed, measured by episode-level completion and HLS video watch timestamps tracked server-side.
• No course certificate has been generated, issued, or downloaded by the learner.
• No final assessment or certification quiz has been attempted.
• The course has not been marked as non-refundable at the time of purchase.

3.2 Subscription plans

• Monthly subscriptions can be cancelled at any time via account settings; access continues until the end of the paid billing period, and fees already billed are non-refundable.
• Annual subscriptions are eligible for a full refund within 14 calendar days of the initial purchase or annual renewal, provided catalog consumption remains below 30% and no certificate has been issued. After 14 days, annual subscriptions are non-refundable for the remainder of the term, though auto-renewal may be cancelled at any time.

3.3 Free trials

• Free trials, where offered, are clearly marked with trial duration and auto-conversion terms.
• You may cancel at any time during the trial period to avoid being charged.
• If you fail to cancel and are charged upon conversion, you may request a courtesy refund within 48 hours of the conversion charge, provided content consumption is below 10%. Such requests are evaluated at our discretion.

The following are non-refundable by their nature and will be clearly identified at the time of purchase where applicable:

• Enterprise licenses once activated, except as expressly provided in the Enterprise Agreement or this Policy.
• Individual courses where a certificate has been issued or downloaded (certificate issuance is treated as a delivery milestone).
• Individual courses or subscriptions where consumption has exceeded 30% of the total content at the time of the refund request.
• Microlearning courses or short-format courses with less than 1 hour of total content.
• Cohort-based or committee-reviewed programs after the cohort start date or the committee review milestone.
• Professional services fees, custom course development fees, and custom certificate template fees once work has commenced.
• Certification or examination fees where the assessment has been scheduled, attempted, or completed.
• Courses or packages explicitly marked as "final sale" or "non-refundable" at the point of purchase.

The following table summarizes the most common refund scenarios on Quest. The detailed provisions above govern in case of any discrepancy.

6.1 Duplicate or erroneous charges

If you are charged twice for the same purchase or billed in error, please contact our Billing & Refunds Team within 30 days of the erroneous charge, quoting the transaction IDs and invoice reference. After verification against our payment, licensing, and audit logs, we will issue a full refund of the duplicate or erroneous amount.

6.2 Technical issues preventing access

If a course, episode, assessment, or certificate is materially inaccessible due to a fault in the Platform — for example, a broken HLS stream, a misconfigured quiz, or an inaccessible certificate — please raise a support ticket. If we are unable to resolve the issue within a reasonable period, you (or the Client Organization) may be entitled to a full refund or a remediation credit, regardless of consumption thresholds.

Access issues caused by your device, local network, corporate firewall, VPN, or third-party browser extensions are not grounds for a refund; however, our support team will assist with troubleshooting.

6.3 Content quality issues

If a course contains demonstrably incorrect, misleading, harmful, or legally non-compliant content, we will review on a case-by-case basis and may offer a refund, a replacement course, or a credit applicable to your account or your Client Organization's next renewal.

6.4 Certificate implications

Once a certificate has been generated, issued, or downloaded for a learner, the associated course is considered fully delivered. A refund for that course will not be issued even if the refund window has not otherwise expired. The Platform will display a clear prompt before certificate generation to help learners make an informed choice.

6.5 Promotional and discounted purchases

• Courses purchased at a promotional price remain eligible for the standard refund window unless marked otherwise at the time of purchase.
• Refund amounts are calculated on the amount actually paid, not the list price.
• Purchases made using vouchers, coupons, or account credit are refundable only as account credit of equal value.

7.1 Who can raise a request

• Enterprise license refund requests must be raised by the Client Administrator, SPOC, or the signatory of the Enterprise Agreement.
• Direct learner refund requests must be raised by the account holder in whose name the purchase was made.
• Refund requests raised by a third party on behalf of the purchaser will not be processed without written authorization.

7.2 How to submit a request

You may submit a refund or cancellation request through any of the following channels:

• Raise a ticket via the "Support / Raise a Ticket" section of the Platform. Please include the order or license ID, course or subscription name, date of purchase, and reason for the request.
• Email [email protected] with the same details. Attach a copy of the invoice or payment receipt where available.
• For enterprise customers, contact the assigned account manager, or email [email protected] with a copy of the Enterprise Agreement reference number.

7.3 What we will verify

Before processing any refund, we will verify:

• Identity of the requester and authority to raise the request.
• Transaction and invoice details, including GST applicability.
• Consumption metrics recorded by the Platform (episode completion, watch timestamps, quiz attempts, certificates issued, badges awarded).
• Audit logs of administrative actions associated with the license or account.
• Applicability of the Enterprise Agreement, if any.

8.1 Processing timeline

8.2 Payment methods for refunds

• Refunds are issued to the original payment method used for the purchase.
• Credit or debit card refunds are processed back to the same card; the reflection time depends on your bank or card issuer.
• UPI, net banking, or wallet refunds are processed to the originating account.
• For enterprise purchases made by bank transfer (NEFT/RTGS), refunds are processed to the same bank account after verification.
• Where the original payment method is no longer available (expired card, closed account), we may issue a bank transfer against verified account details.
• Refunds of purchases made with account credit, vouchers, or coupons are issued as account credit of equivalent value.

• If GST was collected on the original tax invoice, we will issue a credit note in accordance with prevailing GST regulations and the Central Goods and Services Tax Rules.
• Where possible, credit notes will be issued within the same tax period as the refund; otherwise, in the immediately subsequent period.
• The refunded amount will match the amount actually paid (inclusive of GST), adjusted for any non-refundable portion.
• Enterprise customers are responsible for reconciling credit notes in their own GST filings.

We encourage you to raise any dissatisfaction with us first through our support and refund processes before initiating a chargeback with your bank or card network.

• Chargebacks initiated without first contacting us may result in temporary suspension of the associated account pending resolution.
• If a chargeback is determined to be fraudulent or in bad faith, we reserve the right to recover the disputed amount and any associated fees by lawful means.
• Where a chargeback is initiated for an Enterprise license that has already been activated and consumed, we reserve the right to terminate the license and disable affected learner accounts pending resolution.

• Refund of an individual course revokes access to that course, but does not affect other active enrolments or issued credentials for other courses.
• Cancellation of a subscription ends access at the close of the paid period; historical completion records and issued certificates are preserved unless specifically deleted.
• Termination or non-renewal of an Enterprise license triggers a 30-day data transition window, during which the Client Organization may export learner progress, completion records, certificate metadata, audit logs (where permitted), and reports through the Admin Panel.
• After the transition window, learner data associated with the expired license is archived or deleted per our retention schedule, subject to mandatory statutory retention.
• Certificates already issued remain verifiable by third parties, except where revoked due to proven fraud or material misconduct.
• Full account or data deletion requests should be submitted separately under the Privacy Policy, in accordance with the DPDP Act.

We shall not be liable for delays or failures to deliver the Services due to events beyond our reasonable control, including natural disasters, fire, pandemics, government actions, civil unrest, widespread internet or power outages, cyberattacks, or disruptions to critical third-party infrastructure such as cloud providers, SSO providers, or payment gateways.

• We will notify affected Client Organizations and learners of significant disruptions and their expected duration.
• Where a service disruption exceeds 24 continuous hours within a billing period, we will extend the affected subscription or license term at no additional cost by the duration of the disruption.
• Where a service disruption exceeds 30 consecutive days, you (or your Client Organization) may cancel the affected license or subscription and receive a pro-rata refund for the undelivered portion.

We may update this Policy from time to time to reflect changes in our commercial model, legal requirements, or operational practices. When we make material changes:

• The updated Policy will be posted on our website with a revised "Last updated" date.
• Active Client Organizations and direct subscribers will be notified by email at least 15 days before the changes take effect.
• Purchases made before the effective date of a change remain governed by the version of this Policy in effect at the time of purchase, unless the updated version is more favourable to you.

For all refund and cancellation-related matters, please contact:

This Refund & Cancellation Policy is governed by the laws of the Republic of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Jamshedpur, Jharkhand, India.

This Policy should be read in conjunction with our Terms of Service, Privacy Policy, and, for enterprise customers, the applicable Enterprise Agreement. In the event of any conflict between this Policy and a signed Enterprise Agreement, the Enterprise Agreement shall prevail for that engagement.