Return & Refund Policy

1Overview

Penless Education (operated by Emohol) provides software-as-a-service for coaching center management. As a digital service with immediate access upon activation, our general policy is that subscription fees are non-refundable once a billing period has commenced.

However, we recognize that exceptional circumstances may arise, and this policy outlines the conditions under which refunds may be issued.

2General Refund Policy

Subscription payments made through SSLCommerz are considered earned from the moment service access is activated. As such:

• Fees paid for an active billing period are generally non-refundable
• Cancelling your subscription stops future charges but does not entitle you to a refund for the current period
• Partial refunds for unused days within a billing cycle are not provided under normal circumstances

3Refund Eligibility

A refund request may be considered under the following specific circumstances:

• Duplicate Payment: You were charged more than once for the same subscription period due to a system or gateway error
• Incorrect Amount: An amount different from the agreed subscription price was deducted
• Service Unavailability: The platform was completely inaccessible for an extended, verified period (more than 72 consecutive hours) due to our technical failure — not scheduled maintenance
• Unauthorized Transaction: Payment was made without your knowledge or consent and reported within 48 hours

Requests based on dissatisfaction with features, change of mind, or low usage do not qualify for a refund.

4How to Request a Refund

To initiate a refund request, follow these steps:

1. 1Email us at emoholinfo@gmail.com with the subject line: "Refund Request – [Your Center Name]"
2. 2Include your registered email, transaction reference number, payment date, and a clear description of the reason for the refund
3. 3Our team will acknowledge your request within 2 working days
4. 4We will review and verify the claim — this may take up to 5 working days
5. 5If approved, the refund will be initiated to your original payment method

5Refund Processing Timeline

Once a refund is approved by our team, the amount will be returned to your original payment method. Processing time depends on your payment provider:

• Debit / Credit Card: 7 to 10 working days
• Mobile Banking (bKash, Nagad, Rocket): 7 to 10 working days
• Internet Banking: 7 to 10 working days

You will receive a confirmation email once the refund has been initiated from our side.

6Non-Refundable Items

The following are explicitly not eligible for refunds:

• Setup or onboarding assistance fees (if applicable)
• Fees for months already consumed or accessed
• Subscriptions cancelled after the billing cycle has started
• Payments for add-on services or one-time features
• Requests submitted after 30 days from the transaction date

7Cancellation Policy

You can cancel your Penless Education subscription at any time from your dashboard settings. Upon cancellation:

• Your account remains active and usable until the end of the current billing cycle
• No future charges will be processed
• Your data remains accessible for 30 days after cancellation, after which it may be deleted

We recommend exporting your data before cancelling your subscription.

8Contact Us

For refund requests or billing-related queries, reach us at:

• Email: emoholinfo@gmail.com
• Phone: 01305609939
• Address: Netrokona Sadar, Netrokona, Netrakona-S Upazilla, District: Netrokona, Division: Mymensingh, 2400

Support hours: Saturday to Thursday, 9 AM – 6 PM (Bangladesh Standard Time)