Cancellation and Refunds Policy

1. What you are buying

MockTest sells online mock tests. Some mock tests are made available free of charge; this policy applies to the ones that carry a fee. Where a fee applies you pay a one-time fee for one mock test. That fee gives the student account you paid from the right to take that specific mock test and to see the score and the answer review afterwards.

There is no subscription, no recurring plan, no auto-renewal and no standing instruction or e-mandate on your card or bank account. Nothing is ever charged to you again unless you deliberately start and complete a new payment for a different mock test. Because there is no recurring billing, there is nothing to unsubscribe from and no pro-rata calculation to make. Cancelling means cancelling a single mock test you have paid for and not yet started.

All prices are in Indian Rupees (INR) and are inclusive of all applicable taxes. Leena Software Solutions is not registered under GST, so no GST is charged, no GST rate is shown separately and no GST invoice is issued. The amount displayed is the total amount payable.

2. Cancelling a mock test before you start it

You may cancel a mock test you have paid for and receive a full refund of the amount paid, provided both of the following are true at the moment we receive your request:

• the mock test has not been started — you have not opened it, and its timer has never begun to run; and
• your request reaches us within 7 days of the payment date.

No cancellation fee is charged and nothing is deducted from the amount. You receive the full amount you paid.

How to cancel

Email support@milansalvi.com from, or quoting, the email address your MockTest account is registered with, and include all three of these:

• the registered email address of the account that made the payment;
• the Order ID (it begins with order_) or the Payment ID (it begins with pay_); and
• the exact name of the mock test you want to cancel.

There is no cancellation button in the dashboard. Email is the route, and it is the only route, so that every request carries a written record with a timestamp.

The cut-off, stated plainly

A mock test that has already been started or completed cannot be cancelled. The moment you open the mock test, the timer starts, the question paper is shown to you and the service you paid for has been delivered in full. There is nothing left for us to withhold or return at that point, so no cancellation is possible after that moment and no refund arises from a change of mind. This is the single most important line on this page, and it applies even if you close the browser, lose your connection, or run out of time part way through.

3. When a refund is due

A refund is due in each of the following situations. This is the complete list, and a request that matches any one of these items is approved.

1. Duplicate payment. You were charged more than once for the same mock test on the same account. Every extra charge beyond the first is refunded in full.
2. Payment debited but access not granted. Money left your account and the mock test did not become available to you, and we cannot restore access for you.
3. A technical failure on our side stopped you taking the exam. A fault in MockTest — the exam would not load, the paper was incomplete, the timer or the submission failed — and we could not give you a working attempt at the mock test instead.
4. We cancelled or withdrew the exam. We took the mock test down, or it did not run, after you had paid for it.
5. You cancelled before starting. You asked to cancel under section 2, before the mock test was started and within 7 days of payment.
6. An unauthorised or fraudulent charge. A payment was made from your card or account without your authority, and this is confirmed with your bank or with Razorpay Payments Private Limited.

In cases 1 to 4 and 6 there is no 7-day limit; write to us as soon as you notice, and in any event within 30 days of the payment date so that the transaction can still be traced with the payment gateway.

Where we cancel or withdraw an exam ourselves, you do not need to ask. We start the refund on our own, and it is initiated within 5 to 7 business days of the exam being withdrawn.

4. When a refund is not due

A refund is not due in the following situations. We say this plainly so that no one is left guessing:

1. The mock test has already been attempted or completed. Once the paper has been opened and the timer has started, the service has been delivered.
2. You are unhappy with the score. A low mark, a failed attempt or a result you did not expect is not a defect in the service. We sell the exam and the review of it, not a particular result.
3. You did not attempt the exam in time, for reasons within your control. The mock test was available on your dashboard and you did not take it while it was live — you forgot, you were busy, you changed your mind, your own device or internet connection was not ready, or you did not log in.
4. The request came after the window. A cancellation request made more than 7 days after payment, or made after the mock test has been started, or any other request made more than 30 days after the payment date.
5. You bought the wrong mock test and have already started it. If you have not started it, section 2 applies instead and you get a full refund.
6. The account was shared or the answers were misused. Access was given to someone else, or the questions were copied, recorded or redistributed, in breach of our Terms and Conditions.
7. Difficulty of the questions or the syllabus covered. The number of questions, the marks and the duration of every mock test are shown on the dashboard before you pay.

Every request is decided by measuring it against the two lists above and nothing else. Section 3 and section 4 are the whole test. We do not apply unwritten rules, and we will tell you in writing which numbered item your request fell under.

5. How to request a cancellation or a refund

Send one email to support@milansalvi.com. Follow these steps.

1. Write to support@milansalvi.com from the email address the MockTest account is registered with. If you must write from another address, say so in the email and give the registered address.
2. Use this subject line: Refund request – [name of the mock test]. It routes the email correctly and starts the clock in section 6.
3. Include all of the following in the body:
   • the registered email address of the account;
   • the Order ID (order_…) or the Payment ID (pay_…), copied from your payment confirmation or your bank or card statement;
   • the exact name of the mock test;
   • the date of the payment and the amount charged;
   • the reason, and the numbered item in section 3 you believe applies.
4. Attach evidence if you have it. For a duplicate charge or a debit without access, a screenshot of the bank or card entry settles the matter fastest. For a technical failure, a screenshot of the error helps.
5. What happens next. We acknowledge your email within 48 hours. We check the payment record and the exam record against sections 3 and 4, and we email you the decision, with the reason, within 5 business days of that acknowledgement. If it is approved, we initiate the refund within 5 to 7 business days and send you the refund reference. If it is declined, the email tells you which item in section 4 applied and how to escalate under section 10.

You can also phone us on +91 78875 66152 during Monday to Friday, 10:00 AM to 6:00 PM IST. A phone call is useful for sorting out access problems on the spot, but please follow it with the email above so that the request is on record and the timelines in section 6 apply to it.

6. Timelines we work to

These are the timelines that apply to every request, counted from the moment your email arrives at support@milansalvi.com.

The last line of that table is not our timeline. Once we have initiated the refund through Razorpay Payments Private Limited, the money is in the banking system and the date it lands in your account is set by your bank or card issuer, not by us. We have no way to make it arrive sooner. What we can do, and will do, is give you the refund reference number so that you can quote it to your bank. If the credit has not reached you 10 business days after we sent you that reference, write to us and we will follow it up with the gateway.

7. How the money is returned

Every refund goes back to the original payment method used for the transaction, through Razorpay Payments Private Limited. A card payment is reversed to the same card, a UPI payment to the same UPI account, and a net banking payment to the same bank account.

We do not refund in cash. We do not refund to a different card, a different account, a different person or a wallet of your choosing. We do not issue store credit, coupons or free mock tests in place of money, and we will not ask you to accept one. This is a requirement of the payment system, and it protects you: money can only travel back down the path it came from.

The amount refunded is the amount actually charged. We do not deduct a processing fee, a gateway fee or an administrative charge from your refund.

8. What happens to your access after a cancellation

When a cancellation or refund is approved, access to that specific mock test is withdrawn from the account. It stops appearing as paid for, and it cannot be taken later using the cancelled payment.

Your MockTest account itself stays active. Cancelling one mock test does not close your account, does not affect any other mock test you have paid for, and does not remove results or answer reviews from exams you have already taken. You can log in and buy another mock test at any time.

9. Consumer protection

This policy is published and applied in line with the Consumer Protection (E-Commerce) Rules, 2020 made under the Consumer Protection Act, 2019. In keeping with those rules, we publish our legal identity and registered address, the total price payable before you pay, the grounds on which a refund is given or refused, the timelines above, and a named grievance officer who can be reached without charge. Nothing in this policy takes away any right you have under Indian consumer law.

This policy is governed by the laws of India and is subject to the exclusive jurisdiction of the courts in Maharashtra, India.

10. If you disagree with the outcome

If your request is declined and you believe the wrong item in section 4 was applied, escalate it. Write to our Grievance Officer, Milan Manohar Salvi, Proprietor, at grievance@milansalvi.com, quoting the same Order ID or Payment ID. Escalations are acknowledged within 48 hours and resolved within 30 days. The full procedure is set out on our Grievance Redressal page.

Raising a grievance with us costs nothing and does not stop you from approaching a consumer forum or your bank afterwards. We would simply rather fix it ourselves first, and quickly.