How do I get a refund?

We want you to be happy with BrainUs! Here's everything about our refund policy.

Currently: No Payments Yet!

Since Premium hasn't launched yet, everything is completely free. There are no active subscriptions or payments, so no refunds needed!

When Premium launches, this is how refunds will work:

Our Refund Policy

14-Day Money-Back Guarantee:

  • Full refund if you cancel within 14 days of purchase
  • No questions asked
  • Applies to all Premium subscriptions
  • Refund to original payment method

After 14 Days:

  • No refunds for remaining subscription time
  • Premium access continues until period ends
  • Can cancel to prevent future charges
  • Exception: Technical issues on our end

Eligible for Refund

You CAN Get a Refund If:

  • Within 14 days of purchase
  • Technical issues preventing usage
  • Charged incorrectly or twice
  • Subscription renewed by mistake
  • Major feature unavailable as advertised
  • Student verification rejected but already paid

You CANNOT Get a Refund If:

  • More than 14 days since purchase
  • You just changed your mind (after 14 days)
  • Didn't use the features
  • Found free alternative
  • Account banned for violations
  • Failed exam (Premium is a tool, not a guarantee)

How to Request a Refund

Within 14 Days:

  1. Log in to BrainUs
  2. Go to Account (Settings) > Subscription (when available)
  3. Click Request Refund
  4. Select reason
  5. Provide details (optional)
  6. Click Submit Refund Request

Or Email Us:

  • Email: billing@brainus.lk
  • Subject: "Refund Request"
  • Include:
    • Your account email
    • Subscription purchase date
    • Reason for refund
    • Payment method used

Refund Processing Time

Timeline:

  1. Immediate: Request received
  2. 24-48 hours: Review completed
  3. 1-2 business days: Refund approved
  4. 3-7 business days: Money back in your account

Factors Affecting Speed:

  • Payment method (cards faster than bank transfers)
  • Your bank's processing time
  • Weekend/holiday delays
  • International transactions

Where Refund Goes

Payment Method:

  • Credit/Debit Card → Same card
  • Google Pay → Google account
  • Apple Pay → Apple account
  • Bank Transfer → Same bank account
  • Mobile Money → Same number

Cannot Change Payment Method:

  • Refunds must go to original source
  • Security and fraud prevention
  • Banking regulations

After Refund Requested

What Happens:

  • Premium access immediately revoked (or continues until period end, your choice)
  • Refund processed within 7 days
  • Email confirmation sent
  • Account reverts to free tier
  • All progress and data retained

You Can:

  • Continue using free tier
  • Resubscribe later
  • No penalty or restrictions

Partial Refunds

Pro-Rated Refunds: We generally don't offer partial refunds for unused time UNLESS:

  • Technical issues on our end prevented usage
  • Feature promised but not delivered
  • Subscription charged incorrectly

Annual Plans:

  • Within 14 days: Full refund
  • After 14 days: No partial refund
  • Better to pause subscription instead

Refund for Technical Issues

If Premium Features Don't Work:

  1. Contact support first: crew@brainus.lk
  2. Give us 48 hours to fix the issue
  3. If not resolved: eligible for full refund
  4. No time limit on tech-related refunds

Examples:

  • Offline mode not working
  • Advanced analytics broken
  • Features advertised but missing
  • Account access issues

Student Verification Issues

Scenario: You paid for Premium with student discount but verification was rejected.

Solution:

  • Full refund of discounted amount
  • Or upgrade to regular Premium (pay difference)
  • Choice is yours

Accidentally Renewed?

Auto-Renewal Mistake:

  • Forgot to cancel before renewal
  • Within 48 hours: Full refund available
  • After 48 hours: No refund, but can cancel future renewals

How to Prevent:

  • Turn off auto-renewal in settings
  • Set calendar reminder before renewal date
  • We send email reminder 7 days before

Duplicate Charges

Charged Twice by Mistake?

  • Immediate full refund of duplicate charge
  • No questions asked
  • Processed within 24 hours
  • Email billing@brainus.lk with transaction details

Refund Status

Check Your Refund:

  1. Go to Account (Settings) > Subscription
  2. View Refund History
  3. See status:
    • Pending Review
    • Approved
    • Processing
    • Completed
    • Denied (with reason)

Tracking:

  • Email notifications at each stage
  • Estimated completion date shown
  • Can contact support for updates

Denied Refund?

If We Deny Your Request:

  • Email explains reason
  • Can appeal within 14 days
  • Provide additional information
  • Escalate to manager

Common Denial Reasons:

  • Outside 14-day window
  • Excessive refund requests (abuse)
  • Account violations
  • Insufficient information provided

Refund Alternatives

Instead of Refund, Consider:

1. Pause Subscription:

  • Keep your subscription rate
  • Resume when ready
  • No refund needed

2. Downgrade:

  • Switch to monthly from annual
  • Lower cost option
  • Keep some benefits

3. Gift to Friend:

  • Transfer remaining time
  • Help a friend study
  • Good karma!

4. Keep for Later:

  • Use for future exams
  • Review before university
  • Always accessible

Fair Usage

Refund Abuse Prevention:

  • Maximum 3 refunds per year
  • Pattern of subscribe/refund flagged
  • May lose refund privileges
  • Account review for abuse

We're Fair:

  • Genuine mistakes always forgiven
  • Technical issues always refunded
  • Good faith users protected

Impact on Account

After Refund:

  • Account remains active
  • All progress saved
  • Friends and achievements kept
  • Can resubscribe anytime
  • Lose Premium features
  • Lose Premium badges (after period ends)

Resubscribing After Refund

No Penalty:

  • Can subscribe again immediately
  • Same price (unless rates changed)
  • No restrictions
  • Fresh 14-day guarantee applies

May Get:

  • Win-back discount offer
  • Special retention pricing
  • Free trial period

Special Circumstances

Exceptions to Policy:

  • Medical emergencies
  • Family circumstances
  • Natural disasters
  • Account hacked/compromised
  • Our error or fault

Email crew@brainus.lk explaining your situation. We're humans, we understand!

Payment Disputes

Already Filed Chargeback?

  • Contact us immediately
  • Account may be suspended
  • Resolve through refund request instead
  • Chargeback hurts small companies

Better Process:

  1. Email us first
  2. We'll refund faster than chargeback
  3. Keeps good relationship
  4. Avoids account issues

Tax and Fees

Refund Amount:

  • Full amount charged
  • Including any taxes paid
  • Original payment fees not refunded (bank charges)
  • Currency conversion at current rate

Questions?

Before Requesting:

  • Read cancellation policy
  • Try deactivating instead
  • Contact support to resolve issues
  • Download your data first

Contact:

We genuinely want you to succeed and be happy with BrainUs. If Premium isn't working for you, we're happy to refund and part as friends! 🤝

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