Refund Policy

What this policy covers

This policy distinguishes a released reservation, an ordinary QSquad refund, a session that was not delivered and an incorrect or unauthorised payment. Creds are payment credits representing confirmed top-ups or eligible platform earnings. One Cred has a value of USD 0.40. Creds are not reward or rebate points. Attendance, referrals, ratings and course completion do not generate reward Creds. There are no Creds lifetime reward levels or colour multipliers. A teacher subscription payment is handled separately from QSquad refunds, as described below.

Joining and leaving

Joining and ordinary withdrawal close 24 hours before the first session. Before that deadline a learner may leave and the reservation is released under the payment rules. At the deadline, enrolment is assessed and the disclosed share is charged from the hold; any excess hold is released. If minimum enrolment is not met, the QSquad does not proceed and holds are released. After the deadline, students, parents, teachers and organisations cannot make an ordinary cancellation or removal. Safety restrictions, technical incident handling and remedies for non-delivery are separate processes and do not authorise an undisclosed increase in another learner’s locked payment.

Teacher removal

A teacher may decline or remove an ordinary booking only before the joining deadline. After the lock, an ordinary teacher removal is not permitted. Only edsoQ may restrict or remove a member after the lock, as a necessary safety or administrative action. It is assessed separately, with the reason and relevant payment consequences recorded, and it must not increase another learner’s locked amount.

Non-delivery

If a teacher has not joined when a session is due to start, report the session through its reporting option or Support; use the public Contact form if you cannot sign in. Include the scheduled time and time zone, the session reference and what occurred. Attendance records, participant information and any relevant technical incident may be considered. A report alone does not establish fault. Disputed earnings may be held pending review. The decision may provide an eligible refund for the undelivered part, or a replacement session accepted by the affected learner, according to the applicable terms and rights. A learner need not accept an undisclosed replacement or pay again merely to report non-delivery.

Provider consequences

Confirmed provider non-attendance may lead to an account warning, corrective steps, temporary restrictions on hosting or publishing, or suspension or termination for serious or repeated failures. The response depends on the evidence, seriousness, previous incidents and applicable rules. Refund adjustments concern the affected transaction; no automatic monetary fine or fixed penalty amount is established by this text. A provider may submit relevant evidence and request review through Support.

Where an approved refund goes

An ordinary approved QSquad refund returns to the wallet that paid, in Creds. A refund for a parent-funded place returns to that parent wallet. Student and parent wallet balances are not generally withdrawable as cash. This does not exclude a different remedy required for a payment error, unauthorised charge or applicable mandatory right.

Failed or duplicated card payments

A failed payment may leave a temporary authorisation with the payment provider without a completed wallet credit. Report missing credit, duplicate charges or an unauthorised transaction with the reference and amount. Do not assume that every card correction is a learning-wallet refund or repeat the payment without checking its status.

Teacher subscription payments

The teacher subscription is billed to a saved payment card in USD, not from the wallet, and a subscription payment is separate from any QSquad refund or non-delivery remedy. Cancellation stops future authorised subscription charges as described at checkout, and a cancellation request does not create an undisclosed fee. Renewal, cancellation, failed-payment and any refund handling for a subscription payment are described in the subscription terms before any charge. Report an incorrect, duplicated or unauthorised subscription charge through Support with its reference and amount.

Request and review

Report promptly through Support or the public Contact form if you cannot sign in. Identify the session or transaction, date, time zone and issue, and supply relevant evidence without unnecessary private data. Case review may consider attendance, delivery, technical incidents and payment records. A request does not guarantee approval, a fixed outcome or a processing date. Applicable payment-provider timelines and mandatory rights remain unaffected.

Questions and requests

Contact support@edsoq.com or use edsoq.com/contact. Include the relevant account, QSquad, session or transaction reference. Do not send passwords, one-time codes or full payment-card details. A request does not guarantee a particular decision or processing time. Rights and duties that cannot lawfully be excluded remain unaffected.