Refund Policy

1. Overview

This Refund Policy explains when a parent/guardian may be eligible for a refund of a Parent Portal subscription payment. It should be read together with our Terms & Conditions.

2. How Subscriptions Are Billed

A Parent Portal subscription covers one child for a billing cycle you choose at checkout (1 month, 3 months, 6 months, or 1 year). Mobile-money payments (AzamPay, EVMAK) are usually confirmed automatically; bank transfer, cash, and card payments are reviewed manually. Your access period starts on the date the subscription is approved, not the date you submit payment — so a review delay never shortens the period you paid for.

3. If Your Payment Is Rejected

• If a submitted payment is rejected on review, the subscription is not activated and you are not charged through the Service for it.
• For mobile money (AzamPay/EVMAK), a failed or rejected transaction is not deducted from your account, or is reversed automatically by the payment gateway according to its own process.
• For bank transfer or cash paid outside the app and then rejected on review (e.g. the proof did not match), contact info@shulefocus.co.tz with your reference details so we can help arrange the return of those funds.

4. Refunds for an Active Subscription

Once a subscription has been approved and is active, self-service cancellation and refunds are not currently automated in the app. We will consider a refund (in full or in part) on a case-by-case basis where, for example:

• You were charged in error (e.g. duplicate payment, incorrect amount).
• A technical fault on our part prevented access to the Parent Portal for a significant portion of a paid period, and the issue was not resolved within a reasonable time.
• You cancel within 7 days of first subscribing to a child, provided the Parent Portal has not been substantially used for that child during that time.

5. When a Refund Will Not Be Given

• Change of mind after a billing period has been substantially used.
• Part-way through a paid cycle — access continues until the end of the period already paid for, but that remaining period is not refunded for early cancellation.
• A subscription that expired because it was not renewed.
• Suspension or termination of an account due to breach of our Terms & Conditions does not entitle you to a refund of fees already paid.

6. How to Request a Refund

Email info@shulefocus.co.tz with the child's name, the school, the payment reference or reviewed subscription details, and the reason for your request. We aim to respond within 5 business days.

7. Processing Time

Approved refunds are processed back to the original payment method within 14 business days of approval, though your mobile-money provider or bank may take additional time to reflect it.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated to account holders, with an updated effective date shown above.

9. Contact Us

Questions about this policy can be sent to info@shulefocus.co.tz or by post to Shule Focus, Dar es Salaam, Tanzania.