Refund and Cancellation Policy

PocketSe Digital Private Limited

Version 2.0  |  Last updated: 22 October 2026  |  Effective from: 1 November 2026

1. About this policy

This policy explains how payments, renewals, cancellations and refunds work on the PocketSe app and website. It applies to every paid feature, plan, card, wallet top-up, programme and session offered by PocketSe Digital Private Limited ("PocketSe", "we", "us"). Please read it before you buy.

PocketSe is built for children, but it is bought by adults. In this policy:

• "You" or "Parent Account Holder" means the parent or legal guardian who creates the account, gives consent for the child and makes the payment.

• "Child User" means the school-age child whose profile is created under your account. A Child User cannot enter into a purchase with us.

• "Plan" means a paid subscription to PocketSe features for a fixed period (for example monthly or annual).

• "Wallet" and "Card" mean any prepaid wallet or card linked to your account and issued by our RBI-authorised partner (the "PPI Issuer").

• "Institutional Plan" means a plan paid for by a school, residential society or other organisation.

If a specific offer, school agreement or the PPI Issuer's terms give you a better right than this policy, the better right applies.

2. Prices and what you see before you pay

Before you complete any purchase, we show you, on one screen:

• the Plan name, what is included and the length of the period;

• the total price you will pay today, including taxes, with no extra charges added later;

• whether the Plan renews automatically, the renewal price and the renewal date;

• how to cancel, and a link to this policy.

We do not pre-select a paid Plan, hide the cancel option, or use wording designed to push you into continuing.

3. Free trials and introductory offers

• If we offer a free or discounted trial, we tell you exactly when it ends and what you will be charged afterwards.

• We send a reminder at least 3 days before a free trial converts to a paid Plan.

• If you cancel before the trial ends, you will not be charged.

• A trial can be used once per household unless we say otherwise.

4. Automatic renewal

4.1 Your consent

A Plan renews automatically only if you agree to this clearly at purchase and complete the authentication your bank or payment provider requires. Renewal continues until you cancel.

4.2 Our reminders and your bank's notice

• For monthly Plans, your bank or payment provider sends a pre-debit notification at least 24 hours before each charge, as RBI rules require. This notice includes the amount and a way to opt out.

• For annual or longer Plans, we also send you an email and in-app reminder 7 days before renewal, stating the amount and the date.

• After every charge we send you a confirmation and receipt.

4.3 Price changes

If the renewal price will go up, we tell you at least 30 days before the renewal in which it first applies. You can cancel before then and you will not be charged the new price. A price change never affects a period you have already paid for.

4.4 Failed renewals

If a renewal payment fails, we tell you and try again within a reasonable period. Your access may be paused after a grace period of [[7]] days. You will not lose your child's progress, scores or history during this time, and you can restart the Plan by paying.

5. How to cancel

You can cancel at any time. It should take no more than a few taps.

• In the app: Profile → Subscription → Cancel Plan.

• By email: write to [support email] from your registered email address or mobile number. We cancel within 2 business days, and any renewal that falls inside that window is refunded.

• If you bought through the Apple App Store or Google Play: cancel in your store account settings. See Section 8.

What happens when you cancel:

• The Plan will not renew.

• You keep full access until the end of the period you have paid for.

• We send a cancellation confirmation by email and in the app, and the app shows the end date. If you do not receive a confirmation, tell us. We will treat your request as made on the date you first tried to cancel.

• Cancelling does not delete your account or your child's data. See Section 12 for deletion.

To avoid a renewal charge, cancel before the renewal time shown in the app. If you cancel after you have been charged for a renewal, Section 7 explains when you can get that charge back.

6. Refunds

6.1 When we will refund you

We will refund the amount affected, in full or in part as stated, in these cases:

6.2 When we usually will not refund

Outside Sections 6.1 and 6.2, fees already paid for a period in which you had access are not refundable. For example:

• a change of mind after the 7-day window;

• not using, or little use of, the app;

• cancelling part-way through a paid period (you keep access until it ends);

• a suspension or termination because of a breach of our Terms of Use;

• fees charged by a third party, such as a bank, that we do not control.

We still read every request. If your situation is genuine and unusual, we may refund as a goodwill gesture. That does not change the policy for anyone else.

7. Requesting a refund and what happens next

• Contact us at support@pocketse.in, or use Help → Refund Request in the app. Include your registered email or mobile number, the date and amount of the charge, and the transaction reference.

• We acknowledge your request within 48 hours.

• We decide within 7 business days of acknowledgement and tell you the outcome and our reasons in writing. If we need more information, we ask once and clearly.

• We pay an approved refund within the timelines below.

We refund to the original payment method wherever possible. We do not refund in cash. If the original method is closed or unavailable, we will ask for another account in your name. Where a refund relates to a taxable supply, we issue the related credit note.

8. Purchases made through Apple or Google

If you subscribed through the Apple App Store or Google Play, the store collects your payment and manages your subscription. We cannot cancel it or refund it from our side. To cancel, use your store subscription settings. To request a refund, apply to the store using its refund process. If the store asks us to confirm anything, we respond promptly. Entitlements we can control, such as extending your Plan for a service failure, are still available from us.

9. Unauthorised and disputed transactions

• Tell us as soon as you notice a transaction you did not authorise. Please do this within 3 working days. Reports made later are still reviewed.

• If a child used your device or saved payment method to make a purchase you did not intend, tell us within 7 days. We will review it in good faith, and for a first occurrence we will ordinarily refund it.

• Your liability for an unauthorised Wallet or Card transaction is limited as set out in RBI directions and in the PPI Issuer's terms. We will help you raise the dispute with the PPI Issuer and bank.

• We recommend that you do not share your PIN, OTP or login with anyone, including your child.

Disputes about Wallet or Card transactions follow the PPI Issuer's dispute process and timelines. Standard disputes should be reported within 30 business days of the transaction. Unauthorised or fraudulent transactions should be reported within 10 days, or sooner.

10. Wallet and Card

This section applies where your account has a Wallet or Card. The Wallet or Card is a prepaid payment instrument issued and operated by the PPI Issuer, [[PPI Issuer legal name]]. PocketSe acts as the platform. The PPI Issuer's terms also apply to you.

• Top-ups are not subscription fees. Money you add stays your money. It is not forfeited when you cancel a Plan.

• Failed transactions. If money is debited and the transaction fails, it is reversed to the source within the timelines RBI prescribes. You do not need to apply.

• Merchant refunds. When a merchant refunds a purchase made with your Wallet or Card, we credit it to the Wallet or Card once received from the merchant.

• Balance on closure. You can ask to close your Wallet or Card at any time in the app. After applicable KYC and verification, the remaining balance is transferred to your verified bank account, less any fees that are due and disclosed to you.

• No cash refunds. Refunds are electronic, to the Wallet or the source bank account.

• Bill payments and recharges. Once successfully completed, these generally cannot be reversed. If one was made in error because of our fault or a technical failure, we will help you reverse it.

• Payments made to the wrong person. For a payment you sent to the wrong merchant or person, we will help you contact them, but we cannot guarantee a return of the money.

• Card fees. Fees for issuing or replacing a physical card, ATM use or other charges are shown to you before you pay and are not refundable unless charged in error. We give at least 30 days' notice before changing them.

• Expired or inactive balances. Balances are not forfeited on expiry. You can request a refund of an expired balance for a period of two years after expiry. Dormant balances are handled as the law requires.

11. Physical items, sessions and programmes

11.1 Physical cards, ID cards and merchandise

• Cancel before dispatch: full refund.

• After dispatch: you may refuse delivery or return it unused. We refund the price less the actual delivery and printing cost already incurred, unless the item is defective.

• Damaged, defective or wrong item: report within 7 days of delivery. We replace it or refund it in full, including delivery.

11.2 Paid sessions, courses and programmes

• If you cancel 24 hours or more before a session starts, you can reschedule or get a full refund.

• If you cancel later, or do not attend, we may not be able to refund, unless the provider agrees.

• If PocketSe or the provider cancels or cannot deliver, you get a full refund or a free reschedule, as you choose.

• Some programmes are delivered by independent providers. Their specific terms are shown before you pay, and this policy applies to the rest.

12. Account deletion and withdrawing consent

• When you delete your account, we cancel any automatic renewal so you are not charged again. You do not need to cancel separately first.

• Deleting the account ends access immediately. The period you already paid for is not refunded unless Section 6 applies. If you want to use the rest of your paid period, cancel the Plan instead of deleting.

• Before we delete, we tell you about any Wallet or Card balance and help you move it to your bank account. You can also close the Wallet or Card under Section 10.

• If you withdraw parental consent for your child's data and we can no longer provide the service, you are entitled to a pro rata refund of the unused period under Section 6.2.

• We erase personal data as described in our Privacy Policy and Account Deletion Policy. We may keep invoices, payment and transaction records for as long as the law requires.

13. Institutional Plans

If a school, residential society or other organisation pays for your access, you are not charged by us for that access, and your cancellation and refund rights against us for that Plan are governed by our agreement with the organisation. If you buy anything extra yourself, such as a physical card, Wallet top-up or add-on, this policy applies to that purchase.

14. Support, complaints and escalation

We want to hear about problems early. Please use the steps below in order. Timelines are in business days.

If your complaint about the Wallet or Card is not resolved, or you are not satisfied, you may approach the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme at cms.rbi.org.in. For consumer complaints you may also contact the National Consumer Helpline (1915) or your District Consumer Disputes Redressal Commission. You can use these routes at any time.

15. Changes to this policy

We may update this policy from time to time, for example when the law changes or we add features. We will publish the new version with its date and version number and notify you in the app or by email at least 30 days before material changes take effect. Changes apply to future purchases and renewals only. They do not reduce your rights for a period you have already paid for. Previous versions are available on request.

16. General

Nothing in this policy limits your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

This policy is governed by the laws of India. Subject to your statutory rights, courts at Gurugram, Haryana, have jurisdiction.

• If any part of this policy is found invalid, the rest remains in force.

• This policy is available in English. We will provide a Hindi version on request.

17. Contact us

PocketSe Digital Private Limited

T2/502, CHD Avenue 71, Sector 71, Gurgaon

Support: support@pocketse.in |  Grievance Officer: legal@pocketse.in

Legal and notices: legal@pocketse.in

Thank you for trusting us with your family's first steps in money. If something feels unclear or unfair, tell us.