Echoo Education Refund & Cancellation Policy

Effective date: 1 January 2027

1. About this Policy

This Policy explains cancellation and refund arrangements for subscriptions and services purchased directly from Echoo Education.

Echoo Education is operated by Hi Tech Xperts Proprietary Limited, trading as Echoo Education, registered in Botswana under registration number BW00002568917.

This Policy forms part of our Terms & Conditions. Any specific terms agreed in writing before purchase also apply, subject to applicable law.

2. Scope

This Policy applies to payments made directly to Echoo Education for:

• School subscriptions.
• Optional modules and add-ons.
• Setup and implementation services.
• Customisation and branding.
• Dedicated school applications.
• Other separately agreed services.

It does not govern tuition, transport, examination or other fees charged by schools. Refund requests for those payments must be directed to the relevant school.

3. Subscription cancellation

An authorised school representative may request cancellation by emailing notifications@echoo.co.bw.

Please include:

• School name and school code.
• Name and role of the authorised representative.
• Subscription or invoice reference.
• Requested cancellation date.

We may verify the requester’s authority before processing cancellation.

Unless otherwise agreed, cancellation takes effect at the end of the current paid subscription period. Access continues until that date unless earlier closure is requested or suspension is necessary under our Terms & Conditions.

We will confirm the cancellation and its effective date in writing.

4. Renewal and future charges

Where automatic renewal has been expressly agreed, cancellation must be requested before the renewal date to prevent the next renewal.

For manually invoiced subscriptions, notify us before the next subscription period begins if you do not wish to renew.

Deleting an application, stopping use of the platform or removing individual user accounts does not by itself cancel the school’s subscription.

Cancellation does not remove valid amounts already due for services supplied.

5. Subscription refunds

Except where required by law or otherwise agreed in writing, subscription payments are not refundable solely because:

• A school stops using the platform during a paid period.
• Users do not use all available features.
• A school changes its internal arrangements.
• The subscription is cancelled before the paid period ends.

Refund requests involving a material service failure, incorrect billing or services not supplied as agreed will be reviewed individually.

Where appropriate, a remedy may include correction of the issue, a service credit, a subscription extension or a partial or full refund. Any remedy required by law takes priority over this Policy.

6. Duplicate or incorrect payments

If you believe you have made a duplicate payment or paid an incorrect amount, contact us with the relevant invoice and proof of payment.

Once verified, any amount received in error will be refunded or, with your agreement, credited towards a future invoice.

Please do not send passwords, banking login details or complete payment-card information.

7. Setup, branding and custom development

Cancellation of setup, branding, implementation or custom development will be assessed according to the accepted quotation, agreed milestones and work completed.

Where a refund is due, we may deduct reasonable charges for work already performed and approved, non-recoverable third-party costs incurred on your behalf, provided these charges were disclosed or agreed.

We will provide a breakdown of any deductions. This does not limit your rights where services are defective or have not been supplied as agreed.

8. Optional modules and dedicated school apps

Cancellation and refund arrangements for optional modules, external licences and dedicated school applications depend on the terms disclosed before purchase.

Any third-party charges or restrictions affecting cancellation will be explained before you authorise the purchase.

App store approval is controlled by the relevant store. Where publication is part of an agreed service, responsibility for addressing a rejection and any applicable refund will be assessed against the agreed scope and the reason for rejection.

Third-party involvement does not remove our obligations under applicable law.

9. Trials

Where a trial is offered, its duration, included features and any limitations will be disclosed when the trial begins.

A free trial does not create a payment obligation unless you expressly agree to a paid subscription or a clearly disclosed conversion arrangement.

Trial data may be removed after the disclosed retention period. Schools should arrange to retain any records they need before the trial ends.

10. Service interruptions

A brief interruption does not automatically create a refund entitlement. We will assess the duration, impact, cause and any applicable service agreement when reviewing a request.

Where a service materially fails to meet the agreement, contact us so we can investigate and provide an appropriate remedy.

Nothing in this Policy excludes remedies required by law.

11. Changes to subscription plans

Requests to upgrade or downgrade a subscription will be handled according to the available plans and agreed billing arrangements.

Before a change is applied, we will explain any additional payment, credit, revised limits or change to the billing period.

Removing individual users or disabling a feature does not automatically reduce an existing subscription charge.

12. Data and account closure

Before cancellation takes effect, schools should arrange to export records they need to retain.

The applicable service agreement and Privacy Policy will explain the export process, any assistance charges and retention or deletion arrangements.

Cancelling a subscription does not automatically require immediate deletion of all information. Some records may need to be retained to meet legal obligations or resolve outstanding matters.

13. Requesting a refund

Send refund requests to notifications@echoo.co.bw with:

• School or customer name.
• School code, where applicable.
• Invoice or transaction reference.
• Payment date and amount.
• Reason for the request.
• Relevant supporting information.

We will review the request, seek clarification where necessary and communicate the decision and reasons. If approved, we will confirm the refund amount and expected processing timeframe.

Refunds will normally be returned through the original payment method where available. An alternative method may be agreed after verification. Bank or payment-provider processing times may affect when funds arrive.

14. Complaints and statutory rights

If you disagree with a refund decision, you may request a further review and provide additional information.

Nothing in this Policy limits consumer rights, refund entitlements or other remedies that cannot lawfully be excluded. You may seek assistance from a competent regulator or court.

15. Changes to this Policy

We may update this Policy and publish a revised effective date.

Changes will not retrospectively reduce refund or cancellation rights attached to an existing purchase. Material changes affecting an ongoing subscription will be communicated before they apply.

16. Contact us

Echoo Education
Operated by Hi Tech Xperts Proprietary Limited
Registration number: BW00002568917
Email: notifications@echoo.co.bw
Website: https://echooedu.cloud/