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Refund Policy

Last Updated: December 27, 2024

1. No Refund Policy

MarkScheme operates a strict no-refund policy for all credit purchases. Once you have purchased credits, they cannot be refunded, exchanged, or transferred under any circumstances.

2. Why We Have This Policy

Our no-refund policy exists because:

• Digital Service Nature: MarkScheme provides instant digital services that are consumed immediately upon use
• AI Processing Costs: Each marking request incurs real costs for AI processing, cloud computing, and infrastructure
• Service Delivery: Once feedback is generated and delivered, the service has been fully provided
• Abuse Prevention: To prevent misuse of the service and protect the integrity of our platform

3. What This Means for You

Before purchasing credits, please ensure that:

• You understand how MarkScheme works and what services we provide
• You have reviewed our sample markings and feedback examples
• You are comfortable with the credit pricing and packages
• You have tested our free trial or demo (if available)
• You understand that credits cannot be refunded once purchased

4. Credit Usage and Expiry

Regarding your purchased credits:

• No Expiration: Credits do not expire and remain in your account indefinitely
• Account Closure: If you close your account, any unused credits will be forfeited
• Non-Transferable: Credits cannot be transferred to another user or account
• Account Inactivity: Accounts inactive for more than 24 months may be subject to review

5. Service Issues and Technical Problems

If you experience technical issues or service problems:

We Will Help You:

• Technical Failures: If our service fails to process your answer due to a technical error on our end, we will credit your account
• Incorrect Marking: If you believe a marking is significantly incorrect, you can flag it for review by a human examiner
• Upload Issues: If your upload fails due to our system error, the credits will be returned to your account
• Service Outages: Credits used during documented service outages will be refunded to your account

We Cannot Refund For:

• Disagreement with marking results or feedback
• Change of mind after purchase
• Unused credits you no longer want
• Poor quality uploads or illegible handwriting
• User error in selecting wrong paper or question
• Dissatisfaction with the service after successful delivery

6. Payment Disputes and Chargebacks

If you initiate a chargeback or payment dispute:

• Your account will be immediately suspended pending investigation
• We will provide evidence of service delivery to your payment provider
• Fraudulent chargebacks may result in permanent account termination
• You may be liable for chargeback fees and legal costs

Please contact us first at support@markscheme.co before initiating any payment dispute. We are committed to resolving issues fairly.

7. Exceptional Circumstances

In rare and exceptional circumstances, we may consider credit adjustments (not cash refunds) for:

• Prolonged service outages affecting multiple users
• Systematic errors in our marking algorithm
• Unauthorized purchases (with proof of fraud)
• Duplicate charges due to payment processing errors

Any such adjustments are at our sole discretion and will be provided as account credits, not monetary refunds.

8. Free Trial and Demo Access

To help you make an informed decision:

• We may offer free trial credits or demo access to new users
• You can review sample markings and feedback on our website
• Our support team can answer questions before you purchase
• We provide detailed information about our marking process and accuracy

We encourage you to take advantage of these resources before making a purchase.

9. Subscription Services

If we offer subscription-based services in the future:

• Subscriptions will be billed on a recurring basis
• You can cancel your subscription at any time
• Cancellation stops future billing but does not refund the current period
• You retain access to subscription benefits until the end of the paid period
• No refunds will be provided for partial subscription periods

10. Consumer Rights

This refund policy does not affect your statutory rights under applicable consumer protection laws. However, please note:

• Digital content that has been delivered cannot typically be refunded under consumer law
• By using our service, you acknowledge that delivery begins immediately upon purchase
• You waive any right of withdrawal for digital content once delivery has commenced

11. How to Get Support

If you have issues with our service or questions about your credits:

When contacting support, please include:

• Your account email address
• Transaction ID or order number
• Detailed description of the issue
• Screenshots or evidence (if applicable)

12. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated to users via email.

Your continued use of MarkScheme after policy changes constitutes acceptance of the updated policy.

13. Governing Law

This Refund Policy is governed by the laws of the United Arab Emirates. Any disputes will be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

14. Agreement

By purchasing credits on MarkScheme, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the no-refund terms
• You understand that all sales are final
• You have had the opportunity to test or review our service before purchasing

Thank you for choosing MarkScheme. We are committed to providing excellent service and support.