HAILM Refund and Cancellation Policy

This Refund and Cancellation Policy applies to paid components offered by HAILM, including any paid learning level, assessment, optional Olympiad participation, event, certificate service, workshop, or other paid service. Free Level 1 participation does not require payment and therefore does not create a refund entitlement.

HAILM should not collect payment unless the applicable fee, access scope, tax treatment, cancellation window, refund rules, and payment gateway terms are clearly displayed before checkout.

Refunds are available only in the circumstances described in this Policy or as required by applicable law. HAILM may reject refund requests that are late, abusive, duplicative, based on completed services, or inconsistent with the specific paid component terms.

Counsel should confirm the final refund windows, timelines, and consumer-protection wording before publication.

Unless a lower price is shown at checkout, the published maximum retail price for HAILM Olympiad participation is INR 2,500 per level. HAILM may offer discounts, scholarships, coupons, school pricing, sponsored seats, early-bird pricing, promotional pricing, or special pricing at its discretion.

Discounts are discretionary and may differ by school, batch, campaign, partner, region, city, time period, or participant category. A discount given to one participant or school does not create an entitlement, refund claim, price-matching right, or future discount right for any other participant or school.

If a user is charged more than once for the same paid component, or a payment succeeds but access is not activated due to a technical issue, the user should contact HAILM with payment reference details. After verification, HAILM may provide access, adjust the record, or process a refund for the duplicate or failed transaction.

Refund timeline: 7–10 working days after verification, subject to payment gateway and bank timelines.

If a user purchases a paid component but has not accessed, downloaded, attended, attempted, or used the paid component, the user may request cancellation within the period stated at checkout from the time of purchase.

HAILM may deduct payment gateway fees, taxes, administrative charges, or non-refundable costs only if counsel confirms this is lawful and disclosed at checkout.

Once the user has accessed learning content, attempted an assessment, generated a certificate, used a coupon, attended a session, submitted an entry, or otherwise substantially used the paid component, the fee may be non-refundable unless required by law or unless HAILM is unable to provide the paid component due to reasons within HAILM's control.

For the Olympiad, an attempt may be treated as used once the participant starts the test, enters the proctored environment, completes identity or device checks, receives access to the test, views questions, submits answers, or is marked present for the attempt. Fees may be non-refundable after this point, subject to applicable law and any technical-failure rule approved by counsel.

If the Olympiad requires camera, microphone, phone, browser, screen, identity, room scan, or other proctoring permissions, refusal or inability to provide those permissions may prevent the participant from attempting the Olympiad. HAILM should not promise a refund in such cases unless the refund rule is clearly stated before payment.

If the participant is unable to complete the Olympiad because of HAILM system failure, proctoring platform failure, or another issue within HAILM's control, HAILM may offer a re-attempt, rescheduled attempt, credit, or refund as stated in the Olympiad terms and required by law.

If the participant is unable to complete the Olympiad because of participant device failure, internet failure, power failure, unsupported device, refusal of permissions, late login, environmental issue, rule violation, or malpractice flag, the fee may be non-refundable unless HAILM decides otherwise or applicable law requires otherwise.

If HAILM offers paid event or finale participation, the event-specific terms must state:

• what the fee covers;
• whether travel, lodging, boarding, meals, guardian attendance, insurance, or local transport are included or excluded;
• cancellation deadline;
• substitution or transfer rules;
• refund treatment for no-shows;
• force majeure treatment;
• medical, safety, and parent/guardian consent requirements.

Travel, stay, lodging, boarding, local transport, insurance, guardian attendance, teacher attendance, principal or school leader attendance, meals outside stated inclusions, and incidental expenses are the participant's, parent/guardian's, teacher's, school leader's, or school's responsibility unless expressly included in writing by HAILM before the expense is incurred.

If HAILM cancels a paid component before delivery, HAILM may offer a refund, credit, rescheduled access, or alternate equivalent service, subject to law and user rights. If a rescheduled event or service is materially different, counsel should confirm whether a refund must be offered.

HAILM may deny refunds where access is suspended or participation is disqualified due to fraud, false information, cheating, proctoring breach, unauthorised account sharing, misuse of student data, safety concerns, breach of terms, or violation of program rules.

Refund requests must be sent to support@hailm.org with:

• participant name;
• registered email/phone;
• school name where applicable;
• payment date;
• amount paid;
• transaction ID;
• reason for refund request;
• supporting screenshots or receipts.

HAILM may request additional information to verify the payment and account.

Approved refunds will normally be processed to the original payment method, unless another method is required by law or payment gateway rules. Bank, card issuer, UPI, or payment gateway delays are outside HAILM's direct control.

Tax invoices, credit notes, gateway charges, GST treatment, and accounting records should be handled in accordance with applicable law and counsel/accounting advice.

Payments and refunds: support@hailm.org

Escalation: grievance@hailm.org