Refund & Cancellation Policy

1. Platform Subscription — Cancellation

Cancel anytime from account settings or by emailing [email protected].

• Subscription remains active until end of current billing period
• No charge for the next cycle
• Request a data export within 30 days of cancellation

Annual Subscriptions

Cancellation takes effect at end of the annual term. No partial refund for remaining months unless covered by Section 3.

2. Platform Subscription — Refunds

7-Day Cooling-Off Period

New subscribers may cancel within 7 calendar days of initial sign-up for a full refund, provided the platform has not been actively used (e.g., no learners enrolled, no data imported). Submit your request to [email protected] within 7 days of sign-up.

Monthly Subscriptions

Monthly fees are non-refundable once the billing period has started. Upon cancellation, access continues until the end of the current paid period and will not renew thereafter.

Annual Subscriptions

Annual subscribers who cancel within 30 days of their renewal date with minimal platform usage may request a full refund, minus any applicable processing fees. Cancellations after 30 days are eligible for a pro-rata refund for each full unused calendar month remaining in the subscription year, calculated from the date of the written cancellation request.

Billing Errors & Duplicate Charges

If you believe you have been charged incorrectly or charged twice for the same period, contact us within 30 days of the transaction. Verified billing errors will be refunded in full within 5–7 business days to the original payment method.

Service Credits for Downtime

If REALMS experiences verified unplanned downtime exceeding our committed service availability (99.5% monthly uptime), affected subscribers are entitled to a pro-rata service credit applied to the next billing cycle. Service credits are not redeemable as cash refunds.

3. Class Cancelled by the Organization

• No make-up class provided: Full pro-rata refund for the cancelled session
• Make-up class offered and accepted: No refund due
• Entire course discontinued: Pro-rata refund for all unused remaining sessions

Refunds via HitPay or Stripe typically appear within 5–10 business days.

4. Learner or Parent Withdrawal

Before Course Starts

• More than 14 days before start: full refund minus any registration fee
• 7–14 days before start: 50% refund of term tuition
• Less than 7 days before start: first month non-refundable

After Course Has Started

• Pro-rata refund for sessions not yet attended, minus SGD 50 administration fee
• Fees for sessions already attended are not refundable

5. How Refunds Are Processed

Refunds are returned to the original payment method:

• Card payments via Stripe: 5–10 business days
• PayNow / bank transfer via HitPay: 3–7 business days

Refunds are always issued to the original payment method only.

6. Non-Refundable Items

• Registration or enrollment fees
• Assessment fees where the assessment has been taken
• Physical materials fees where materials have been dispatched
• Platform subscription fees for the current billing period (outside the 7-day window)
• Payment processing fees charged by HitPay or Stripe

7. Disputes & Contact

1. Review your invoice in your account or the Parent Portal
2. Contact your education organization for tuition fee disputes
3. Contact RealmsGate for platform or billing errors

We aim to resolve billing disputes within 5 business days.