Refund & Cancellation Policy

Applies to BigGuruAI (bigguruai.com and app.bigguruai.com) · Last updated: 2 September 2026

BigGuruAI is sold on a prepaid, pay-as-you-use basis by Durva AI Private Limited. There is no subscription, no lock-in and no minimum contract period. This policy explains what happens to money in a BigGuruAI Wallet — when it is refunded, when it is not, and how long a refund takes.

1. How payment works

• An Institute, school or independent learner adds funds to a BigGuruAI Wallet, either online through our payment gateway or by bank transfer to the Company's account.
• The full amount paid is credited to the Wallet. No joining fee, platform fee or set-up fee is deducted from a deposit.
• Charges are deducted from the Wallet only when a feature is actually used — for example when a doubt is answered, a test is generated or a study plan is created. Nothing is charged for a feature that is not used.
• All rates are inclusive of Goods and Services Tax at the applicable rate, and are communicated in writing before onboarding. Rates may be revised at any time in accordance with clause 8.2 of our Terms & Conditions.
• Every deduction is recorded in a ledger, and a statement of deposits and usage can be provided to an Institute on request.

2. Cancellation

To close an account, write to contact@durvaai.com from the email address on record, stating the Institute name and code. We will confirm closure in writing.

3. When a refund is given

3.1 Failed payment where money was debited

If an amount was debited from your bank or card but the Wallet was not credited, the amount is refunded in full. In most such cases the payment is auto-reversed by the bank or the payment gateway within a few working days. If it is not, write to us with the payment reference and we will trace and refund it.

3.2 Duplicate or accidental payment

Where the same amount has been paid twice for the same purpose, or a payment was made in error, the excess amount is refunded in full on request, provided the request reaches us within seven days of the payment and the amount has not already been consumed as usage.

3.3 Amount credited to the wrong Wallet

If we credit a payment to the wrong Institute's Wallet through our error, we will correct it at our own cost. No amount is refundable to an Institute for usage that its own students have consumed.

3.4 Unused Wallet balance on closure

If an Institute or learner decides to stop using BigGuruAI, the unused balance remaining in the Wallet is refundable on written request, after deducting:

• the value of all usage already consumed up to the date of the request; and
• any bank charges actually incurred in making the refund, where applicable.

Refunds of unused balance are made to the original source of payment wherever possible, and otherwise to the bank account of the Institute from which the payment originated. We do not refund to a third party's account.

3.5 A rate increase you do not wish to accept

Rates on BigGuruAI may be revised at any time, because the cost of the AI, server and telecom services on which the Platform runs is set by third parties and by the Government — see clause 8.2 of our Terms & Conditions. If a rate increases and an Institute does not wish to continue at the revised rate, it may stop using the Platform and claim a refund of its unused Wallet balance. Amounts already consumed are not refundable.

3.6 Prolonged failure of the service

If the Platform is unavailable for a prolonged period because of a fault on our side, and an Institute is unable to use the service it has paid for, we will credit the affected usage back to the Wallet, or refund it if the Institute prefers.

4. When a refund is not given

• Usage already consumed is not refundable. Once an answer, a test, a study plan or another chargeable action has been delivered, the amount deducted for it is final.
• No refund is given because a student did not use the Platform enough, or did not achieve a particular result, rank or score. The service is charged on delivery, not on outcome.
• No refund is given where access has been suspended or terminated because of a breach of our Terms & Conditions, including misuse of the Platform or sharing of access outside the enrolled list.
• No refund is given for an interruption caused by an Institute allowing its own Wallet to run empty.
• No refund is given for a failure of the user's own device, internet connection or telecom service.
• Wallet balances are not transferable to another Institute or person, and cannot be encashed other than as a refund under this policy.

5. How to request a refund

Send an email to contact@durvaai.com from the email address on our records, with:

1. the name of the Institute, school or learner, and the BigGuruAI institute code;
2. the date and amount of the payment;
3. the payment reference number, UTR or transaction ID; and
4. a one-line reason for the request.

We acknowledge every request within three working days.

6. Timelines

Once a refund is approved and initiated by us, the time taken for the amount to appear in your account depends on your bank or card issuer, and is usually a further three to seven working days.

7. Grievances

If you are not satisfied with how a refund request has been handled, write to our Grievance Officer at contact@durvaai.com with the subject line "Refund grievance". We aim to resolve every grievance within thirty days of receipt.

8. Contact

Durva AI Private Limited
B-19, Sainik Colony, Near Jhajhria Hospital, Rajgarh (Sadulpur), District Churu, Rajasthan — 331023, India
Email: contact@durvaai.com
Company website: https://www.durvaai.com