Cancellation & Refund Policy
Last updated: September 2026
Strict No-Refund Policy
All payments made on Steamz (including session fees, subscription plans, and verification fees) are final. Please review tutor profiles, demo sessions, and reviews carefully before making a booking.
How to Request a Refund or Raise a Dispute
Refunds are not automatic. Every request is reviewed manually by our team and, where a session is involved, is decided only after dispute resolution. To request a refund, email us with the details below or call our support line (see the Help Center). This ensures a human reviews exactly what happened before any money moves.
Please include in your email:
- Subject line: “Refund Request – [your Booking / Order ID]”
- Your registered name and email/phone
- Booking / Order / Payment ID
- Tutor name, session date, and amount paid
- Reason for the refund and a clear description of what happened (attach any evidence)
Platform Fee Refund
| Platform Fee | ₹10.00 + ₹1.80 GST = ₹11.80 |
- Non-refundable: Platform Fee is non-refundable in most cases.
- Exceptions: Refunded only for verified tutor no-show or platform technical failure.
- Cancellation by Parent: Platform Fee is not refunded if parent cancels.
- Cancellation by Tutor: Full refund including Platform Fee if tutor cancels.
GST Reversal on Refunds
How GST Reversal Works
- A Credit Note is generated referencing the original invoice.
- The Credit Note includes reversed CGST/SGST or IGST amounts.
- You will receive the Credit Note via email for your records.
- If you claimed ITC, you may need to reverse it in your GST returns.
Credit Note Information
- • Credit Note Number: CN-{FY}-{SEQ}
- • References original Invoice Number
- • Includes breakdown of reversed taxes (CGST/SGST or IGST)
- • Valid for GST ITC reversal purposes
Exceptions for Technical Errors
Refunds are ONLY processed if there is a verified system-generated error. Examples include:
- Double deduction for the same transaction.
- Payment debited but service (booking/credit) not reflected in the account within 24 hours.
- System failure prevents the session from being launched/conducted (verified by logs).
In such cases, please contact hello@mavelstech.in with transaction details. Corrections/Refunds will be processed within 5-7 working days.
Cancellation Rules
For Parents
You may cancel a session up to 24 hours before the scheduled time for a full credit to your Total Amount (excluding Platform Fee). Cancellations within 24 hours are non-refundable.
For Tutors
Tutors are expected to honor all confirmed bookings. Repeated cancellations by a tutor may lead to account suspension and forfeiture of any accrued earnings or ratings.
Documentation Issued
| Document | When Issued |
|---|---|
| Tax Invoice | On successful payment |
| Credit Note | On refund (references original invoice) |
| Refund Confirmation | When refund is initiated |
Platform Integrity & Abuse Prevention
- Manual review: Refunds are never issued automatically. We verify booking records, OTP/session logs, messages, and (for in-person sessions) location check-ins before deciding.
- Collusion & dual-account abuse: Attempts to game payouts or refunds — including a person acting as both parent and tutor, coordinating accounts, fabricating no-shows or disputes, or off-platform payment circumvention — are prohibited.
- Consequences: Suspected abuse can result in withheld/denied refunds, strikes, suspension or termination of the account(s) involved, and forfeiture of accrued earnings, consistent with our Terms of Service and Community Guidelines.
- Evidence & cooperation: We may request additional information. Refunds for genuine, verified issues are honored promptly; requests lacking required details may be declined.
See also our Safety page. Nothing here limits rights you may have under applicable law.
Contact Us
If you believe a payment error has occurred, please reach out immediately:
Mavels Tech
Email: hello@mavelstech.in