Refund, Cancellation and Return Policy

1. Introduction

CandleSkill Private Limited ("CandleSkill", "Company", "we", "our" or "us") aims to provide a transparent and fair purchase experience to all learners and customers.

This Policy governs cancellations, refund requests, returns and replacements relating to educational programmes, digital learning resources, books, workbooks and other products purchased through the official CandleSkill website or authorised sales channels.

2. Refunds for Educational Programmes

All course enrollments are subject to the programme details, duration, fees and applicable conditions communicated at the time of purchase.

2.1 Before Commencement of the Programme

Learners may submit a cancellation request before the scheduled commencement of the programme.

Eligible refund requests will be considered after accounting for any services already provided and reasonable, disclosed and legally permissible non- recoverable charges.

2.2 After Commencement of the Programme

Once a programme has commenced, refund requests will ordinarily not be entertained solely on account of a change in personal preference or the learner's decision not to continue.

However, requests arising from exceptional circumstances, material service deficiencies, programme cancellation or other valid reasons may be reviewed on a case-by-case basis.

Any refund for an undelivered portion of a programme will be assessed in accordance with the enrollment terms and applicable law.

2.3 Programme Cancellation by CandleSkill

If CandleSkill cancels a confirmed programme without providing an acceptable alternative, an appropriate refund will be offered for the undelivered portion of the programme.

2.4 Programme Rescheduling

Where a programme is postponed or materially rescheduled, affected learners will be informed of the revised arrangements.

Where appropriate, learners may be offered an alternative batch, revised schedule or refund.

3. Digital Courses and Learning Resources

Fees for digital courses, recorded classes, downloadable materials and other digital resources may not ordinarily be refundable once the relevant content or access has been provided and utilised, where such restriction has been disclosed before purchase and is legally permissible.

However, refund requests may be considered where:

• Access has not been provided despite successful payment.
• The purchased content is materially different from its description.
• A technical issue attributable to CandleSkill prevents access and cannot reasonably be resolved.
• A duplicate or incorrect payment has been made.
• A refund is otherwise required under applicable law.

4. Returns and Replacements of Books and Physical Products

Customers may request a return or replacement in cases involving:

• Damaged products.
• Defective or materially misprinted books.
• Incorrect products delivered.
• Missing items or incomplete orders.
• Products materially different from their published descriptions.

Customers are requested to report such issues within seven calendar days of delivery, wherever reasonably possible.

The request should include the Order ID, a description of the issue and relevant photographs, where applicable.

The seven-day reporting period is an operational guideline and does not limit statutory consumer rights.

5. Non-Returnable Products

Certain products may not ordinarily qualify for change-of-mind returns, including:

• Digital downloads and electronically delivered materials.
• Personalised educational materials.
• Products specifically identified as non-returnable before purchase, where legally permissible.

This restriction will not apply where the product is defective, incorrectly delivered, materially misrepresented or otherwise qualifies for a statutory remedy.

6. Order Cancellation

Customers may request cancellation of a physical product order before dispatch by contacting CandleSkill.

Once an order has been dispatched, cancellation may not be possible. Eligible returns, replacements and refunds will be handled under this Policy.

CandleSkill reserves the right to cancel an order in cases of product unavailability, payment discrepancies, pricing errors or suspected fraudulent transactions.

Where payment has already been received for an order cancelled by CandleSkill, the eligible amount will be refunded.

7. Refund Request Procedure

To request a refund, cancellation or replacement, customers should contact CandleSkill through its official email address.

The request should include:

• Full name.
• Registered email address and mobile number.
• Order ID or enrolment reference.
• Date of purchase.
• Reason for the request.
• Supporting documents or photographs, wherever applicable.

CandleSkill may request additional information where reasonably necessary to verify the request.

8. Refund Processing

Once a refund is approved:

• The refund will ordinarily be initiated through the original payment method.
• Refund processing will be undertaken within the applicable statutory timelines.
• Where no specific statutory timeline applies, CandleSkill will endeavour to initiate the refund within seven business days of approval.
• The time taken for the amount to reflect in the customer's account may depend on the relevant bank or payment service provider.

Customers will be informed of any material delay in processing.

9. Return Shipping Charges

Where a return or replacement arises from a defective, damaged or incorrectly delivered product attributable to CandleSkill, reasonable return shipping costs will be borne by the Company.

Where a return is permitted solely due to a customer's change of preference, applicable return shipping charges may be borne by the customer if disclosed before purchase.

10. Duplicate or Failed Transactions

Where an amount is debited more than once for the same purchase, the excess amount will be refunded after verification. In cases of failed transactions where payment has been debited but the order or enrolment has not been confirmed, CandleSkill will coordinate with the relevant payment service provider to facilitate resolution.

11. Grievance Redressal

For refund-related complaints or unresolved requests, customers may contact:

CandleSkill Private Limited Email: connect.candleskill@gmail.com Website: https://candleskill.in

12. Changes to This Policy

CandleSkill reserves the right to update this Policy from time to time. Any revisions will be published on the official website with the updated effective date.

All refund requests will be considered in accordance with the applicable purchase terms and statutory consumer rights.

13. Governing Law

This Policy shall be governed by the applicable laws of India, including the Consumer Protection Act, 2019 and relevant rules and regulations.