Refund Policy

1. Who this policy applies to

This policy applies to the school, network, or other organization that buys a Hikma subscription. It does not cover tuition, student fees, or other payments that families make to a school and that the school records in Hikma. Refunds of those payments are decided by the school, so please contact the school directly.

2. Free trial

Every new organization can start with a free trial. No payment is taken during the trial, so there is nothing to refund. If you do not choose a paid plan, the trial simply ends.

3. Paddle is our merchant of record

Our order process is conducted by our online reseller Paddle.com Market Ltd (“Paddle”). Paddle is the merchant of record for all our orders: your purchase is made with Paddle, and Paddle processes payments, invoices, taxes, and refunds. Refunds are issued by Paddle in line with this policy.

4. 14-day refund on your first payment

If you are not satisfied, you can request a full refund of the first payment for a new paid subscription within 14 days of that payment. This is available once per organization and applies only to the first payment of the subscription, not to renewals or later charges (such as prorated upgrade charges).

5. Renewals and later charges

Renewal payments, and any charge made more than 14 days after the first payment, are non-refundable, except where required by applicable law or as described in section 6. This includes unused time after a cancellation, a downgrade, or a switch to a cheaper billing cycle: cancellation takes effect at the end of the current billing period and you keep access until then, as set out in our Terms of Service.

6. Billing errors and duplicate charges

If you were charged by mistake, charged twice for the same thing, or charged the wrong amount, we will refund the incorrect amount in full, regardless of the 14-day window.

7. How to request a refund

Contact our support team through our contact page or by email (see section 10), with your organization name, the email address used for the purchase, and the order or receipt number. You can also request a refund or get help with a charge directly from Paddle, using the link in your Paddle receipt email or at paddle.net. Before opening a dispute or chargeback with your bank, please contact us or Paddle first: a disputed charge puts the account into billing review and may restrict access.

8. How refunds are paid

Approved refunds are paid by Paddle to the original payment method, in the original currency. Any tax charged on the refunded amount is refunded as well. How long the refund takes to appear on your statement depends on your bank or card issuer.

9. What happens after a refund

When the first payment of a subscription is refunded, the subscription is cancelled and access to the paid plan ends. Your organization can choose a plan again at any time. Refunds of billing errors or duplicate charges do not affect your subscription.

10. Contact us

Questions about this policy or a charge? Reach us through our contact page or using the details below.

• Support: [email protected]
• Company: HikmaEdu