Refund Policy

1. Introduction

This Refund Policy explains terms and conditions for refunds related to:

• Cekolah service subscription fees
• Organization creation fees (school setup)
• Student tuition payment fees
• Additional feature or upgrade fees

2. Subscription Fee Refunds

2.1 Monthly Subscription

For monthly subscriptions:

• If you cancel within the first 14 days of subscription: You are entitled to full refund

• If you cancel after 14 days: No prorated refund

2.2 Annual Subscription

For annual subscriptions:

• If you cancel within the first 30 days of subscription: Full refund less usage as explained below

• After 30 days: Prorated refund based on unused months

3. Organization Creation Fee

Organization creation fee (school setup) is a one-time fee that cannot be refunded in following conditions:

• If organization has been active and used for school management
• If data has been entered into the system (students, teachers, etc.)

Exceptions:

• Organization creation fee can be refunded if organization is cancelled within 7 days before significant data is entered

4. Tuition Payment Refunds

Tuition payments (SPP) are processed through Cekolah platform but received directly by schools. Tuition refund policy is determined by each individual school:

4.1 School Policy

Schools determine their own SPP refund policy, which may include:

• Waiting period before refund (e.g., 30 days after payment)
• Administrative fee for refund processing
• Conditions under which refund is allowed (e.g., transferring schools, withdrawal, etc.)
• Minimum months before refund (e.g., 3 months)
• Refund limitations for certain periods (e.g., not refundable for July-September)

4.2 Cekolah's Role

Cekolah acts as payment processing intermediary:

• We process transactions and send funds to schools
• We facilitate refund request process from parents/guardians to schools
• We are not responsible for SPP refund decisions made by schools

4.3 SPP Refund Request Process

To request SPP refund:

1. Parent/guardian logs into their account on Cekolah platform
2. Navigate to 'SPP Payments' or 'Transaction History' section
3. Select payment to be refunded and click 'Request Refund'
4. Fill form with refund reason and supporting evidence
5. Submit request for school approval

School will review and approve/reject request according to their policy.

5. Payment Gateway Refunds

Payments processed through payment gateway (Xendit, Midtrans) are subject to each provider's refund policy:

5.1 Xendit

• Refund must be requested within 180 days from transaction date
• Cancellation fees or deductions may be charged by payment gateway
• Processing time: 2-5 business days after approval

5.2 Midtrans

• Refund must be requested within 30 days from transaction date
• Maximum refund amount: Rp 10,000,000 per transaction
• Processing time: 3-7 business days after approval

6. Non-Refundable Items

The following items CANNOT be refunded:

• Fees that have been fully used (subscription fees for months that have passed)
• Transaction processing administrative fees (payment gateway fees)
• Penalties or late payment fees
• Refunds that have been processed and sent to school (SPP)
• Payments for third-party services (e.g., third-party fees charged through platform)
• Fees resulting from violation of service terms

7. Refund Request Process

1. Submit Request: Contact Cekolah support via email: malikcekolah@gmail.com or use refund request form in account
2. Provide Information: Account ID, Organization/School ID, item to be refunded, reason, and transaction date
3. Supporting Documentation: Provide payment proof and other relevant documents to expedite process
4. Review Process: Our team will review request within 3-5 business days
5. Decision: You will receive approval or rejection notification with reasons
6. Processing: If approved, refund will be processed within 7-14 business days

8. Refund Method

Refunds will be returned to original payment method:

• If payment using credit/debit card: Refund to same card (2-14 business days)
• If payment using bank transfer: Refund to same bank account (1-3 business days)
• If original method is not available: We will contact you for alternative method

9. Partial Refunds

Partial refunds may be allowed in following circumstances:

• License Upgrade: If you upgrade subscription package, prorated credit for remaining old period can be applied to new package
• Downtime Deduction: If platform experiences significant downtime, deductions or credits may be provided
• Unavailable Feature Deduction: If paid features are unavailable for significant period, deductions may be provided

10. Force Majeure

Cekolah is not liable for failure to provide services or delays in refund processing caused by events beyond our control (Force Majeure):

• Natural disasters (earthquakes, floods, hurricanes, volcanic eruptions, etc.)
• War or civil war
• Riots or insurrection
• General strikes, power outages, or internet disruptions
• Government policies or trade restrictions
• Cyber attacks affecting payment gateway operations

In case of Force Majeure, we will notify you as soon as possible and strive to minimize impact.

11. Refund Disputes

If you are not satisfied with refund decision:

1. Contact Cekolah account manager for re-review
2. If still unresolved, contact senior management: malikcekolah@gmail.com
3. For legal disputes, you may file with alternative dispute resolution institutions (LAPS) or consumer courts

12. Changes to Policy

Cekolah reserves right to modify this Refund Policy from time to time. Significant changes will:

• Be announced via email or notification on platform
• Apply to new refund requests (not retroactive)
• Be published on this page with updated date