Effective date: 1 December 2026
Last updated: 1 December 2026
1. Who we are
The planned operator is TroviX Education (Pvt) Ltd, whose company registration is pending. This draft does not represent it as an incorporated entity. [[FINAL_OPERATOR_AND_CONTRACTING_ENTITY_PENDING_REGISTRATION]] The proposed published address is "Senavila", R.L.B Track 1, Saliya Ashokapura. [[CONFIRM_COMPLETE_POSTAL_ADDRESS_CITY_POSTAL_CODE_COUNTRY]] Contact: support@trovix-edu.com.
This Refund Policy explains when we give refunds for TroviX subscription fees. It forms part of our Terms and Conditions. If the two conflict on a refund matter, this policy applies.
2. What this policy covers
This policy covers subscription fees an organization pays to TroviX for using the platform at https://trovix-edu.com and https://app.trovix-edu.com.
It does not cover:
- Tuition fees or other payments between an institute and its students or parents. TroviX helps institutes record fees, student payments and ledger entries, but we do not collect or hold that money. Questions about refunds of tuition fees must go to the institute.
- Teacher payouts. These are arrangements between an institute and its teachers. TroviX only helps record them.
3. Free trials
- The trial lasts one calendar month. Applicable trial features and final plan scope must be confirmed before launch. [[APPROVE_FINAL_PLANS_PRICES_BILLING_PERIODS_AND_TRIAL_SCOPE]]
- You are not charged during a free trial, so there is nothing to refund.
- Subscriptions renew automatically for the agreed billing period once paid subscription terms have been accepted. Users may cancel before the next renewal. A trial does not authorize a charge without agreement.
4. How you pay us
Subscription payment methods will be identified when you subscribe. Live PayHere activation and any manual payment arrangements have not been verified. [[VERIFY_LIVE_SUBSCRIPTION_PAYMENT_METHODS]]
This policy does not represent PayHere as active in production. Automated PayHere refunds are not configured; support must review refund requests and confirm an available handling method.
5. When you can get a refund
You may request a refund in these cases:
| Situation | What we refund |
|---|---|
| Initial paid subscription: refund requested within 7 days from the first paid subscription payment | The amount received by TroviX, excluding non-refundable third-party/provider fees only where legally permitted |
| After the initial 7-day refund window | No standard prorated refund. Exceptional refunds or credits may be considered case-by-case. |
| Duplicate or mistaken payment (for example, you paid the same invoice twice) | The duplicate amount, in full |
| We charged the wrong amount | Full refund of the incorrect charge |
| Serious service failure caused by us — the service was substantially unavailable for an extended period and we could not fix it within a reasonable time | Refund or service credit may be considered case-by-case. |
| We end the service or your plan without cause | Final remedy for discontinuation or termination without cause requires approval. [[APPROVE_DISCONTINUATION_AND_WITHOUT_CAUSE_REFUND_REMEDY]] |
6. When refunds are not available
We generally do not refund:
- Outside the initial 7-day paid-subscription refund window, no standard prorated refund applies; statutory rights and the exceptions in this policy remain available.
- Renewal refunds are reviewed only if requested within 3 days after renewal and the renewed period is unused or not meaningfully used. Review is not an automatic refund guarantee.
- periods where you simply did not use the service;
- One-off setup, onboarding and data-import services are not currently offered; this policy does not create a refund exclusion for them.
- accounts suspended or terminated because of a breach of our Terms (for example, misuse, fraud or abuse);
- fees already reversed through a chargeback or payment dispute.
Nothing in this policy limits any rights you have under Sri Lankan law that cannot be excluded.
7. Cancelling your subscription
- An organization owner may cancel before the next renewal by emailing support@trovix-edu.com or through self-service billing settings where implemented.
- Cancellation stops future renewals. Your organization keeps access until the end of the period already paid for, unless a refund is given for that period.
- Cancelling future renewal does not immediately delete data. Organization data is retained for 90 days after subscription access ends; individual account data for 30 days after closure, subject to legal retention exceptions. See the Privacy Policy. Available data may be provided on reasonable request where operationally supported; no full self-service export is promised.
8. How to request a refund
Email support@trovix-edu.com with information sufficient to identify the organization, payment and reason for the request. We may verify the requester's authority. The verification process and refund arrangements must be confirmed before publication. [[CONFIRM_MANUAL_REFUND_PROCESS_VERIFICATION_METHOD_CURRENCY_AND_BUSINESS_DAYS]]
- your organization name as shown in TroviX;
- the invoice or payment reference, date and amount;
- the reason for the request; and
- Provide bank information only if requested for a confirmed refund method; never send your password, full card number or CVV.
We may ask for more information to confirm the request comes from someone authorised to act for the organization.
9. How and when refunds are paid
- We aim to reply to refund requests within 3 business days.
- Approved refunds are processed manually by the TroviX support team. We aim to send approved refunds within 7 business days of approval.
- The available refund method, authorized recipient and any alternative arrangement must be confirmed with support; this draft does not promise an automated provider refund or bank-transfer fallback.
- Your bank or payment provider may take extra time to show the refund. We are not responsible for delays on their side.
- Refund currency and any exchange-rate treatment remain subject to final operational confirmation.
- The business-day calendar used for the response and processing targets must be confirmed before publication.
10. Chargebacks and payment disputes
Please contact support about payment concerns. Service may be temporarily restricted where reasonably necessary while a chargeback or payment dispute is investigated. This does not prevent lawful dispute, statutory or regulatory remedies. [[COUNSEL_CONFIRM_CHARGEBACK_RESTRICTIONS_AND_REFUND_EXCLUSIONS]]
11. Changes to this policy
We may update this policy from time to time. Changes apply to payments made after the new version is published. We will tell organization owners about material changes by email or in the app.
12. Contact
Planned operator: TroviX Education (Pvt) Ltd — registration pending.
[[FINAL_OPERATOR_AND_CONTRACTING_ENTITY_PENDING_REGISTRATION]]
"Senavila", R.L.B Track 1, Saliya Ashokapura.
[[CONFIRM_COMPLETE_POSTAL_ADDRESS_CITY_POSTAL_CODE_COUNTRY]]
Email: support@trovix-edu.com