Illumen ScholarMind
Menu

Refund and Cancellation Policy

Effective Date: July 27, 2026 Last Updated: July 27, 2026

This Refund and Cancellation Policy explains the rules governing subscription cancellations, payment errors, refunds, credits, and related billing matters for Illumen ScholarMind.

This Policy forms part of the Illumen ScholarMind Terms and Conditions. By purchasing a subscription, credit package, or another paid service, you acknowledge and agree to this Policy.

1. Scope of This Policy

This Policy applies to purchases of:

  • Monthly or annual subscriptions;
  • One-time subscription plans;
  • AI usage credits;
  • Additional storage or processing capacity;
  • Premium AI tools or features;
  • Institutional or team plans;
  • Other digital services sold through Illumen ScholarMind.

Illumen ScholarMind currently provides digital services. No physical products are shipped or delivered unless explicitly stated otherwise.

2. Payment Processing

Online payments may be processed through SSLCOMMERZ and its participating banks, card networks, mobile financial services, internet-banking services, and other payment partners.

Illumen ScholarMind may receive transaction information such as:

  • Order or invoice number;
  • Transaction identifier;
  • Payment amount;
  • Currency;
  • Payment method category;
  • Payment date and time;
  • Payment status;
  • Validation status;
  • Refund or reversal status;
  • Masked payment details, where available.

Illumen ScholarMind does not ordinarily collect or store your:

  • Complete card number;
  • Card security code or CVV;
  • Mobile financial service PIN;
  • Internet-banking password;
  • One-time password or OTP.

Never send these credentials to Illumen ScholarMind through email, support chat, forms, or social media.

3. Delivery of Digital Services

Subscriptions, credits, or paid features are normally activated after the payment has been successfully validated.

Activation may occasionally be delayed due to:

  • Delayed confirmation from the payment gateway;
  • Bank or mobile financial service processing;
  • Network interruptions;
  • Payment verification;
  • Fraud-prevention checks;
  • Technical problems;
  • Incorrect or incomplete transaction information.

If your payment was deducted but the purchased service was not activated, contact us at billing@scholarmind.app.

Please provide:

  • Your Illumen ScholarMind account email;
  • Order or invoice number;
  • SSLCOMMERZ transaction identifier;
  • Payment date;
  • Payment amount;
  • Payment method;
  • Screenshot or receipt showing the transaction.

Do not provide your full card number, CVV, PIN, password, or OTP.

4. Subscription Cancellation

4.1 Cancelling Automatic Renewal

Where automatic renewal is available, you may cancel it through:

Cancellation of automatic renewal means that:

  • Your subscription will not renew for the next billing period;
  • You may continue using the paid plan until the end of the current paid period;
  • Cancellation does not ordinarily generate a refund for the current billing period;
  • Unused monthly allowances or credits may expire according to the plan rules.

You should cancel before the next renewal date to avoid the next billing charge.

4.2 Cancelling a One-Time Purchase

One-time digital purchases cannot normally be cancelled after:

  • Credits have been added to the account;
  • The paid feature has been activated;
  • An AI task has started;
  • A file has been processed;
  • A report, analysis, document, or output has been generated;
  • Computing or third-party service costs have been incurred.

A cancellation may still be considered where the service has not been activated or used and the request is submitted promptly.

5. Refund Eligibility

A full or partial refund may be approved in the circumstances described below.

5.1 Duplicate Payment

A refund may be approved when the same customer is charged more than once for the same order because of a verified payment-processing error.

5.2 Incorrect Payment Amount

A refund or adjustment may be approved where Illumen ScholarMind or its payment system charged an amount different from the amount clearly displayed and accepted during checkout.

5.3 Payment Completed but Service Not Delivered

A refund may be approved when:

  • The payment was successfully validated;
  • The subscription, credits, or paid service was not delivered;
  • We were unable to provide the purchased service within a reasonable period;
  • The failure was attributable to Illumen ScholarMind rather than the user, payment provider, bank, mobile financial service, or another external party.

Before issuing a refund, we may attempt to activate the service or correct the account balance.

5.4 Material Technical Failure

A full or partial refund may be considered where:

  • A significant technical failure made the purchased service unusable;
  • The failure continued for an unreasonable period;
  • We could not provide a reasonable workaround, service extension, replacement, or account credit.

Temporary maintenance, isolated errors, slow responses, or failures caused by the user’s device, network, browser, file, or third-party service will not ordinarily qualify.

5.5 Unauthorized Transaction

If you believe that a payment was made without your authorization, notify:

  • Illumen ScholarMind at billing@scholarmind.app;
  • Your bank, card issuer, or mobile financial service provider; and
  • SSLCOMMERZ or the applicable payment provider, where appropriate.

We may suspend access connected to the disputed transaction while it is investigated.

A refund will depend on transaction verification, payment-provider rules, applicable law, and the investigation result.

5.6 Legal Requirement

A refund will be provided where required by applicable consumer-protection or other mandatory law.

6. Non-Refundable Purchases

Except where required by law or caused by our verified error, the following are normally non-refundable.

6.1 Used Subscription Periods

Subscription fees are not normally refunded for:

  • Time already used;
  • Access already provided;
  • Features already available to the user;
  • A partially used billing period;
  • Failure to cancel before renewal.

6.2 Consumed Credits

Credits are non-refundable after they have been consumed by:

  • AI generation;
  • Document analysis;
  • File conversion;
  • Knowledge-base processing;
  • Research workflows;
  • External searches or tools;
  • Model inference;
  • Storage;
  • Computing or container processing;
  • Other metered services.

6.3 Completed Digital Services

A refund will not normally be issued after a digital service has been substantially completed, including:

  • A resume or CV analysis;
  • A manuscript analysis;
  • A literature-review output;
  • A document summary;
  • A generated report, essay, presentation, or cover letter;
  • Knowledge-base ingestion;
  • File extraction or conversion;
  • AI-generated recommendations;
  • Any other completed processing task.

6.4 Subjective Dissatisfaction With AI Output

AI-generated outputs may contain mistakes, incomplete information, or unsuitable suggestions.

A purchase is not normally refundable solely because:

  • The user dislikes the wording or style;
  • The output did not meet an unstated expectation;
  • The output requires editing;
  • A score or recommendation was lower than expected;
  • The AI output was not accepted by a school, university, journal, employer, or other third party;
  • The output did not guarantee a grade, publication, interview, job, admission, or other result.

We may, at our discretion, restore credits or allow regeneration where a confirmed system failure caused an unusable output.

6.5 User Error

Refunds are not normally available where the issue resulted from:

  • Incorrect information supplied by the user;
  • Uploading the wrong document;
  • Selecting the wrong plan or tool;
  • Using an unsupported or corrupted file;
  • Ignoring disclosed requirements or limitations;
  • Failure to review the order before payment;
  • Loss of account access caused by the user;
  • Use of the Services in violation of our Terms.

6.6 Promotional and Bonus Credits

The following are not redeemable for cash and are not refundable:

  • Free credits;
  • Trial credits;
  • Promotional credits;
  • Referral rewards;
  • Bonus credits;
  • Complimentary plan access;
  • Expired credits.

6.7 Expired Credits

Credits that expire under the plan or purchase conditions will not be refunded after expiration.

The applicable validity period should be displayed before purchase or in the user’s billing account.

6.8 Third-Party Charges

The following may be non-refundable where they cannot be recovered by Illumen ScholarMind:

  • Payment-gateway fees;
  • Bank charges;
  • Mobile financial service charges;
  • Card-network fees;
  • Foreign-exchange or currency-conversion charges;
  • Government duties or taxes;
  • External API or service-provider costs.

Any deduction will be made only where permitted by applicable law and clearly applicable to the transaction.

7. Refund Request Period

Refund requests should be submitted within 7 calendar days of:

  • The transaction date; or
  • The date on which the payment or service-delivery error became reasonably apparent.

Requests submitted after this period may be declined unless:

  • Applicable law requires otherwise;
  • The delay was caused by Illumen ScholarMind;
  • The customer could not reasonably have discovered the issue earlier;
  • Exceptional circumstances justify a later request.

A duplicate-payment or unauthorized-payment claim should be submitted as soon as possible.

8. How to Request a Refund

Submit a refund request to:

Billing Email: billing@scholarmind.app

Use the email subject:

Refund Request – the relevant order number

Include:

  1. Your full name;
  2. Your Illumen ScholarMind account email;
  3. Order or invoice number;
  4. SSLCOMMERZ transaction identifier;
  5. Transaction date;
  6. Payment amount and currency;
  7. Payment method;
  8. Name of the purchased plan or service;
  9. Reason for requesting the refund;
  10. Relevant receipt, screenshot, or supporting evidence.

Do not include:

  • Full card number;
  • CVV or security code;
  • Bank or mobile-wallet password;
  • PIN;
  • OTP.

Incomplete requests may take longer to investigate.

9. Refund Review Process

After receiving a request, we may:

  • Verify the customer’s identity;
  • Review the order and transaction;
  • Check SSLCOMMERZ payment validation;
  • Review subscription and credit activity;
  • Review whether the service was activated or used;
  • Review relevant system logs;
  • Request additional non-sensitive information;
  • Contact the payment provider where necessary.

Submitting a request does not automatically guarantee approval.

We will communicate whether the request has been:

  • Approved;
  • Partially approved;
  • Declined;
  • Replaced with service restoration or credits;
  • Referred for further payment-provider investigation.

10. Refund Processing Time

Once a refund is approved, Illumen ScholarMind will normally initiate the refund within 7–10 working days.

Working days exclude weekly holidays, public holidays, bank holidays, and payment-provider closure days.

After the refund has been initiated, additional time may be required for the amount to appear in the customer’s account. This depends on:

  • SSLCOMMERZ;
  • The customer’s bank;
  • The card issuer or card network;
  • The mobile financial service provider;
  • Internet-banking settlement procedures;
  • The original payment method.

Illumen ScholarMind cannot guarantee the exact date on which a bank or payment provider will credit the refunded amount.

11. Refund Method

Approved refunds will normally be returned through the original payment method.

For example:

  • A card payment will normally be refunded to the same card account;
  • A mobile financial service payment will normally be returned through the applicable provider;
  • An internet-banking payment will normally be handled through the relevant banking channel.

We may request additional verification where the original method cannot accept the refund.

Refunds will not ordinarily be:

  • Paid to an unrelated person;
  • Sent to an unrelated bank or mobile-wallet account;
  • Converted into cash;
  • Transferred between unrelated Illumen ScholarMind accounts.

12. Partial Refunds

A partial refund may be issued where:

  • Part of a subscription period has been materially unavailable;
  • Only part of the purchased service could be delivered;
  • Some credits remain unused and refundable under an exceptional approved case;
  • Non-recoverable third-party costs have already been incurred;
  • An institutional or custom agreement provides for prorated refunds.

The refund calculation may consider:

  • Services already provided;
  • Credits already consumed;
  • Subscription time already used;
  • Storage or processing already consumed;
  • Non-recoverable payment or third-party costs;
  • Applicable taxes and legal requirements.

The calculation will be communicated when the refund decision is provided.

13. Alternative Remedies

Instead of a monetary refund, we may offer, where appropriate:

  • Restoration of incorrectly deducted credits;
  • Replacement credits;
  • Reprocessing of a failed task;
  • Subscription extension;
  • Account balance adjustment;
  • Access to an equivalent feature;
  • Correction of the original service.

We will not substitute account credits for an approved monetary refund without the customer’s agreement, unless permitted by applicable law or an applicable institutional contract.

14. Failed, Cancelled, or Abandoned Payments

14.1 Failed Payment

If a transaction is marked as failed and no money was deducted, no refund is required.

14.2 Cancelled Checkout

If the user cancels the payment before completion and no money is deducted, no refund is required.

14.3 Deducted but Unconfirmed Payment

If money appears to have been deducted but Illumen ScholarMind has not received successful payment validation:

  • The transaction may still be pending;
  • The bank or provider may automatically reverse it;
  • We may need to verify the transaction with SSLCOMMERZ;
  • Service activation may remain pending until validation.

Contact billing@scholarmind.app with the transaction details. We will investigate but cannot treat an unvalidated transaction as a confirmed payment until verification is completed.

14.4 Late Payment Confirmation

If payment confirmation arrives after an order was initially marked failed, we may:

  • Activate the purchased service;
  • Add the purchased credits;
  • Offer a refund where activation is no longer appropriate;
  • Contact the customer for further instructions.

15. Duplicate Transactions

Where a duplicate transaction is confirmed, we may:

  • Refund the duplicate amount;
  • Reverse the duplicate transaction;
  • Apply it as account credit only with the customer’s consent.

The original valid purchase will remain active unless separately cancelled under this Policy.

16. Subscription Renewal Disputes

Renewal fees are not normally refundable when:

  • Automatic renewal was clearly disclosed;
  • The user did not cancel before the renewal date;
  • Access to the renewed service was provided.

However, we may consider a refund where:

  • The user submitted a cancellation request before renewal but it was not processed because of our error;
  • Multiple renewal charges occurred;
  • The renewed service was not activated;
  • Applicable law provides a cancellation or refund right.

A request concerning an unintended renewal should be submitted promptly and before substantial use of the renewed plan.

17. Downgrading a Subscription

When a user downgrades a subscription:

  • The current plan may remain active until the end of the paid period;
  • The lower plan may begin at the next billing period;
  • The price difference is not normally refunded;
  • Features, usage limits, storage, and monthly credits may change when the downgrade takes effect.

If an immediate downgrade is offered, its refund or credit consequences will be shown before confirmation.

18. Account Suspension or Termination

18.1 Termination by the User

A user may close an account at any time. Closing an account does not automatically create a refund.

Before closing the account, the user should:

  • Cancel automatic renewal;
  • Export required content;
  • Use or review remaining credits;
  • Resolve pending payment or refund matters.

18.2 Termination by Illumen ScholarMind

If an account is suspended or terminated for serious or repeated violations of our Terms, fees and remaining credits may be non-refundable to the extent permitted by law.

Where Illumen ScholarMind permanently discontinues a paid service without equivalent replacement, we may provide:

  • A prorated refund;
  • Account credit;
  • Migration to an equivalent service;
  • Another reasonable remedy.

19. Chargebacks and Payment Disputes

Before starting a chargeback or payment dispute, please contact us at billing@scholarmind.app. We will attempt to investigate and resolve the issue.

A chargeback does not automatically cancel an account or subscription.

During an active payment dispute, we may temporarily:

  • Restrict access to the disputed service;
  • Freeze disputed credits;
  • Suspend automatic renewal;
  • Preserve relevant transaction and usage records.

Fraudulent, misleading, or abusive chargebacks may result in account suspension or termination.

Nothing in this section limits a customer’s lawful right to dispute an unauthorized or incorrect transaction through a bank, payment provider, regulator, or competent authority.

20. Institutional and Custom Plans

Institutional, university, school, research-team, business, enterprise, or custom plans may be governed by a separate agreement.

Where a separate signed agreement conflicts with this Policy, the separate agreement will control for that customer.

Institutional refund terms may consider:

  • Number of activated users;
  • Contract duration;
  • Setup or onboarding work;
  • Custom development;
  • Data migration;
  • Training;
  • Dedicated infrastructure;
  • Third-party commitments;
  • Usage already incurred.

21. Changes to This Policy

We may update this Policy to reflect:

  • Changes to Illumen ScholarMind;
  • New subscription or credit models;
  • Payment-provider requirements;
  • Changes in applicable law;
  • Changes in refund-processing procedures;
  • Security or fraud-prevention requirements.

The updated Policy will display a revised “Last Updated” date.

Material changes will apply prospectively unless applicable law requires otherwise. A refund request will ordinarily be assessed under the policy applicable when the relevant purchase was made, together with any mandatory legal rights.

22. Consumer Rights

Nothing in this Policy excludes or limits any consumer right that cannot legally be excluded or limited.

Where this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will apply.

Customers may contact the appropriate consumer-protection authority where they believe a matter has not been properly resolved.

23. Contact Information

For cancellation, billing, payment, or refund questions, contact:

Illumen ScholarMind

Billing Email: billing@scholarmind.app

Support Email: support@scholarmind.app

Telephone: +88-01973-413431

Website: https://scholarmind.app

Please keep your order confirmation and payment receipt until the matter has been resolved.