Refunds and Cancellations

1. Always refunded, in full

You do not need a reason for any of these. Write to us with the transaction reference and we will return the money.

• Money was debited but the payment failed, or the order shows as incomplete.
• You were charged twice for the same thing.
• You paid and the credits, unlock, file or booking never arrived — we deliver it, or refund you if we cannot.
• A subscription was charged after you cancelled it.
• You do not recognise the charge at all — tell us immediately and we will trace it.
• Counselling: your slot was not confirmed within the window promised at purchase. This one is automatic — our system refunds it without you asking.

2. Product by product

2.1 Credits and credit packs

• A credit purchase is not refundable to money, whether or not you have spent the credits. Credits are delivered to your account the moment the payment succeeds, and that is the thing you bought.
• They do not expire, ever, for as long as your account is open. Nothing is lost by not using them yet, and we never withdraw or reduce a balance you already hold — not when prices change, not after a period of inactivity.
• Credits have no cash value, are not transferable between accounts, and are not exchangeable for money except where the law requires it.
• Paid and the credits never arrived? That is section 1 — we credit them, or refund you in full if we cannot.

2.2 Quiz, mock-test and bundle unlocks

• An unlock is delivered instantly and permanently, so it is not refundable once bought.
• Unless the content was faulty — a wrong answer key, a broken question, content that does not match what the page described. Report it and we will correct the content and return the credits you spent.
• Unlocked the wrong quiz by accident and not played it? Tell us within 7 days and we will move the credits back to your balance so you can spend them on the right one. That is a correction, not a cash refund.

2.3 Revision kits, cheatsheets and other downloads

• A kit is delivered the moment it is bought, and a file cannot be returned, so a purchase is not refundable. Every kit has a free preview page — the whole of page one — precisely so you can read it before paying.
• If the file is corrupt, incomplete, or not what the page described, we will replace it. If we cannot, we put the credits back in your account.
• A launch price that has ended is not a reason for a refund; the date it ends is printed on the page before you buy, and we never move it once it has passed.
• Buying it a second time by mistake is a duplicate charge — section 1 — and is refunded.

2.4 Memberships and subscriptions

• Cancel any time from the plan page. Cancelling stops the next charge; you keep the benefits until the end of the month you have paid for.
• The month you are in is not refunded. You keep its benefits to the end of it. Unused allowance does not roll over and is never paid out in cash or credits.
• Charged after cancelling, or charged twice? Full refund, always.
• A quiz you unlocked with a plan allowance stays yours permanently, even after you cancel or are refunded.

2.5 Counselling and mentorship calls

These are the rules the cancel button on your booking actually applies, and the amount is always the full amount — we do not keep a booking fee.

• Paid, no slot confirmed yet: cancel and get every rupee back, instantly, no questions asked.
• Slot not confirmed within the window we promised at purchase: refunded automatically, without you asking.
• Slot confirmed, and you cancel earlier than the free-cancellation window stated at purchase: full refund, instantly, self-serve.
• Inside that window, or after the call: the request goes to a human. If the call did not happen, or happened badly, we refund it. If it went ahead as booked, we normally do not.
• The counsellor did not turn up: tell us and we will refund in full or rebook, whichever you prefer.
• You did not turn up: not automatically refunded — the counsellor blocked and kept that time. Write to us if something happened; we do read these.
• If we decline a request, you get a written reason. A refusal that vanishes silently is not how we do this.

3. What we do not refund

• Credits — spent or unspent. They do not expire, so they are never wasted.
• A quiz, mock test or bundle unlock, which is delivered instantly and permanently.
• A kit or other file, which is delivered the moment it is bought.
• The current month of a membership.
• A call that happened as booked.
• A price that later fell, or a launch offer that later ran — the price you agreed is the price you paid.
• An exam result. We sell practice and guidance; nobody can sell a rank, and we do not pretend to.
• An account closed for fraud, payment abuse, or abuse of another user.

4. How to ask

Counselling bookings carry a cancel button that refunds you instantly where the rules above allow it. For everything else, email contact@pointers.in (or contact@prosyllabus.com) from the address on your account, with:

• what you bought, and when;
• the amount and the payment or order reference from your bank or our confirmation;
• what went wrong, in a line. A screenshot helps and is never required.

You can also message us on WhatsApp at +91 85217 47489. We will still confirm the outcome by email so you have it in writing.

5. How long it takes

• We reply within 48 hours of a refund request.
• Self-serve cancellations that qualify for an instant refund are sent to the gateway immediately.
• Once approved, the money goes back to the original payment method — the same card, UPI handle or account it came from. We cannot send it somewhere else, and we do not refund into credits.
• It normally reaches you in 7–10 business days. The last leg is your bank’s, not ours; the gateway reference we send you is what your bank will ask for.
• A failed payment that was never captured is usually reversed by your bank on its own within 5–7 business days, often without us doing anything.

6. Purchases made inside the app

Credits bought inside the iOS or Android app are processed by Apple or Google, not by us, and their own refund process applies — through the App Store or Google Play. We cannot refund those charges ourselves. Tell us anyway: we can usually make it right on the account side while the store handles the money.

7. Chargebacks, and your consumer rights

Please write to us before raising a chargeback with your bank. Almost everything is faster to settle directly, and a chargeback locks the transaction for weeks while the bank investigates. If we have got it wrong and will not put it right, raise one — that is what it is for.

Nothing on this page limits your rights under the Consumer Protection Act, 2019 or any other law that applies to you. If you are unhappy with how a refund was handled, our Grievance Officer below is the next step.