Refund, Cancellation, Payment & Dispute Policy

REFUND, CANCELLATION, PAYMENT & DISPUTE POLICY Website: EduTechMega.com Operator: EduTech Mega PLC Effective Date: 18th September 2026 Last Updated: 18th September 2026 1. Purpose This Policy establishes the mandatory procedures governing: ● learner payments; ● tutor payments; ● lesson confirmation; ● lesson cancellations; ● lesson disputes; ● payment holds; ● rescheduling; and ● refunds. All tutors, learners, parents, guardians, and account holders must comply with the applicable provisions of this Policy. 2. Learner Payments Lessons booked through EduTech Mega must be paid through the payment methods approved by EduTech Mega. EduTech Mega receives the applicable learner payment. Approved payment methods shall include the methods made available on the platform, including, where supported: ● MTN Mobile Money; ● Orange Money; ● bank transfers; ● bank cards; and ● other approved payment methods. Users must not make unauthorized direct payments to tutors for lessons booked through EduTech Mega. 3. Tutor Payments EduTech Mega shall pay tutors for lessons that become eligible for payment under this Policy. EduTech Mega shall calculate the applicable tutor earnings based on eligible lessons. Tutor payments shall be processed through the payment method and payout procedure established by EduTech Mega. Applicable withdrawal, transfer, remittance, or payment-provider charges shall be handled according to the tutor payment terms communicated by EduTech Mega. 4. Mandatory Lesson Confirmation Both the tutor and learner must confirm whether the scheduled lesson was held. The tutor must provide an accurate confirmation. The learner must provide an accurate confirmation. Neither party must falsely confirm that a lesson was held. 5. Where Both Parties Confirm Where both parties confirm that the lesson was held: ● the system shall record the lesson as confirmed; ● the lesson shall become eligible for tutor payment; and ● EduTech Mega shall process the tutor payment according to the applicable payout procedure. 6. Where Neither Party Confirms Where neither the tutor nor learner confirms the lesson, the system shall keep the lesson pending during the two-day dispute period. If no dispute is submitted within two days of the lesson, the system shall automatically release the applicable tutor payment. 7. Mandatory Dispute Period A normal lesson-related dispute must be submitted within two days of the relevant lesson. A dispute submitted within that period shall prevent automatic release of the disputed tutor payment until the dispute is resolved. A user submitting a dispute must provide truthful and relevant information. 8. Matters That May Be Disputed A lesson dispute can concern: ● failure of the lesson to take place; ● failure to provide the agreed lesson; ● significant technical problems; ● inaccurate lesson confirmation; ● inappropriate conduct; ● harassment; ● exploitation; ● serious misconduct; or ● another legitimate matter materially affecting the lesson. The term "can concern" here describes the scope of matters eligible for dispute; it does not create an optional obligation to report a matter that a user is required to report under another EduTech Mega policy. 9. Payment Hold When a valid dispute is submitted within the two-day period, EduTech Mega shall place the applicable tutor payment on hold. The disputed payment shall remain on hold while the dispute is under active review. The system shall not automatically release the disputed payment during the active review period. 10. Investigation of Disputes EduTech Mega shall review the information reasonably necessary to determine the dispute. The investigation shall consider relevant available evidence, including: ● lesson confirmation records; ● attendance information; ● platform records; ● relevant communications; ● payment records; ● information supplied by the tutor; ● information supplied by the learner; ● information supplied by the parent or legal guardian; ● technical records; and ● relevant recordings that EduTech Mega is authorized to access. Tutors, learners, parents, and guardians involved in an investigation must provide truthful information and cooperate with legitimate requests for information. 11. Rescheduling Where the dispute establishes that the learner is entitled to receive the affected lesson and rescheduling is possible and appropriate, EduTech Mega shall arrange or authorize rescheduling in accordance with the applicable procedure. The rescheduled lesson shall be treated according to the applicable lesson-confirmation and payment rules. 12. Refund Where Rescheduling Is Not Possible Where a valid dispute establishes that the learner is entitled to a remedy and rescheduling is not possible or appropriate, EduTech Mega shall process the applicable refund, subject to applicable law and payment-provider procedures. The corresponding tutor payment shall not be released where the refund relates to the disputed lesson. 13. Tutor Cancellation A tutor who cannot attend a scheduled lesson must notify the learner and EduTech Mega as soon as reasonably possible. Where the tutor fails to provide the scheduled lesson, EduTech Mega shall determine the applicable remedy under this Policy. The remedy shall consist of rescheduling or an applicable refund where the circumstances establish that the learner is entitled to such a remedy. Repeated unjustified tutor cancellations shall constitute grounds for account review and appropriate action under the Terms and Conditions. 14. Learner Cancellation A learner or parent/legal guardian who needs to cancel a lesson must notify EduTech Mega as soon as possible. The applicable cancellation deadline and refund entitlement shall be determined according to the cancellation terms communicated at the time of booking. Where the learner satisfies the applicable refund conditions, EduTech Mega shall process the applicable refund in accordance with this Policy and applicable law. 15. No-Show A tutor or learner who fails to attend a scheduled lesson must provide accurate information concerning the absence. A no-show dispute must be submitted within the applicable two-day dispute period. EduTech Mega shall review the available evidence before determining the applicable outcome. 16. Technical Problems A user who experiences a technical problem that materially affects a lesson must report the problem as soon as possible. EduTech Mega shall assess: ● the nature of the technical problem; ● its duration; ● its effect on the lesson; ● available technical records; and ● whether meaningful lesson delivery occurred. Where the circumstances establish that the learner did not receive the service paid for, EduTech Mega shall apply the applicable remedy under this Policy. 17. Serious Conduct Complaints A user who experiences or becomes aware of harassment, exploitation, abuse, threats, serious misconduct, or a child-safety concern must report the matter to EduTech Mega as soon as possible. Such reports shall receive priority handling. EduTech Mega shall take appropriate protective measures where the circumstances require immediate protection. Protective measures can include restricting access, suspending an account, preventing contact between users, or taking other measures necessary to protect users while the matter is investigated. 18. Access to Lesson Recordings Where a relevant lesson recording exists, only authorized EduTech Mega administrators shall have access to the recording. An authorized administrator shall access the recording where it is necessary to investigate or validate a legitimate dispute, harassment allegation, exploitation allegation, safeguarding concern, serious misconduct allegation, or other serious incident requiring investigation. Tutors, learners, parents, and guardians must not obtain, copy, distribute, publish, or otherwise misuse restricted lesson recordings without authorization. 19. Automatic Tutor Payment After Two Days Where: 1. neither the tutor nor learner confirms the lesson; and 2. no dispute is submitted within two days of the lesson, the system shall automatically release the applicable tutor payment. The two-day period therefore constitutes the ordinary deadline for lesson-delivery disputes. Once the two-day period has expired, an ordinary lesson-delivery dispute shall not ordinarily prevent the automatic payment process. Serious safeguarding, abuse, exploitation, fraud, or other matters governed by applicable law shall be handled under the applicable legal and safeguarding procedures. 20. Refund Processing Where EduTech Mega determines that a refund is required, EduTech Mega shall process the refund using the original payment method where technically and legally possible. The actual time required for the funds to reach the learner shall depend on the relevant payment provider or financial institution. 21. Unauthorized or Fraudulent Payments A user who identifies an unauthorized or fraudulent transaction must notify EduTech Mega promptly. EduTech Mega shall investigate the transaction in accordance with its payment and fraud procedures. Users must provide truthful information and reasonable supporting evidence required for the investigation. 22. Duplicate Payments A learner who makes a duplicate payment must notify EduTech Mega promptly. EduTech Mega shall investigate the duplicate transaction. Where a duplicate payment is confirmed, EduTech Mega shall process the applicable correction or refund, subject to payment-provider procedures and applicable law. 23. Tutor Transfer and Withdrawal Charges Applicable tutor withdrawal, transfer, remittance, or payment-provider charges shall be borne by the tutor where the applicable tutor payment terms assign those charges to the tutor. The applicable charge structure must be communicated to tutors before the relevant payout is processed. 24. Dispute Resolution EduTech Mega shall review disputes using the information reasonably available to it. Following the review, EduTech Mega shall determine the applicable resolution in accordance with this Policy. The resolution shall include one or more of the following where applicable: ● confirmation that the lesson is payable; ● rescheduling; ● refund; ● payment adjustment; or ● account action where misconduct or a policy violation is established. 25. Appeal or Further Review Where EduTech Mega establishes an appeal procedure for a particular dispute, the affected user must follow the stated appeal procedure and deadline. The appeal process shall not remove any statutory rights that cannot lawfully be excluded. 26. False Disputes Users must not submit false, fraudulent, fabricated, or deliberately misleading disputes. Submission of a knowingly false dispute shall constitute a breach of the EduTech Mega Terms and Conditions and shall be grounds for appropriate account action. 27. Policy Changes EduTech Mega shall publish material changes to this Policy. The updated Policy shall identify the applicable effective date. 28. Contact EduTech Mega PLC Website: EduTechMega.com Email: info@edutechmega.com Telephone: +237681444780 Registered Address:2nd floor Mac in Touch building Limbe.