Refund, Cancellation and Batch Transfer Policy

Effective date: 15 July 2026. Last updated: 14 July 2026. This Policy applies to fees paid directly to Creatiminds for trials, programs, workshops, events, learning materials and add-on services. The aim is to provide a fair and transparent process while recognising that batches, instructors, venues and learning resources are reserved in advance.

1. Read Before Payment

The applicable program fee, batch start date, duration, inclusions, instalment schedule and any program-specific cancellation condition will be displayed or communicated before payment.

Any non-refundable registration or booking component will be clearly and separately disclosed before payment. If no such component is disclosed, the fee will not later be treated as a hidden non-refundable booking charge.

This Policy does not reduce rights that a consumer has under applicable law. Where a program-specific term conflicts with mandatory law, the law will prevail.

2. Cancellation by Parent Before the Batch Starts

Cancellation received 7 or more calendar days before the scheduled batch start: refund of the amount paid for the cancelled program, less only any separately disclosed non-refundable registration component and non-recoverable payment-gateway charge actually incurred.

Cancellation received between 3 and 6 calendar days before the batch start: the parent may choose either a one-time transfer to another available batch within 6 months, or a refund after deduction of up to 25% of the tuition component to cover capacity reserved and committed preparation costs, provided the deduction was disclosed before payment.

Cancellation received less than 72 hours before the batch start: no automatic cash refund. The parent may request a one-time transfer or program credit valid for 6 months, subject to seat availability and any fee difference.

Where a promotional, scholarship or discounted seat was explicitly offered on a non-transferable basis, the specific condition will be disclosed before payment.

3. Early Withdrawal After the Program Starts

A parent who decides that the program is not suitable may submit a written withdrawal request before the learner attends the second scheduled core class or within 7 calendar days after the first core class, whichever occurs earlier.

For an eligible early-withdrawal request, Creatiminds will refund 75% of the tuition component actually paid, after deducting the value of sessions attended, separately supplied physical materials, non-recoverable payment-gateway charges and any separately disclosed registration component.

After the early-withdrawal window, fees are ordinarily non-refundable because instructor capacity, batch seats, curriculum access and operational commitments have been allocated. A batch transfer, credit or exceptional review may still be available under this Policy.

Orientation, counselling or a free trial does not count as the first core class unless clearly stated before enrollment.

4. Batch Transfer

One batch transfer may be requested for genuine scheduling, health, school-exam or family reasons. The request should ordinarily be made before the next scheduled class and supported by reasonable information where necessary.

A transfer is subject to age suitability, seat availability, program continuity and payment of any difference in fee. If the new program costs less, the difference will ordinarily be issued as a credit rather than cash unless Creatiminds initiated the change.

An approved transfer or credit must generally be used within 6 months of approval. It is personal to the enrolled learner and cannot be sold or transferred to another family without written approval.

Repeated transfer requests may be declined where they materially disrupt learning or operations.

5. Missed Classes and Learner Absence

No refund is due for a class missed because of learner absence, school schedule, travel, device failure or internet failure at the learner’s end.

Where available, Creatiminds may provide a recording, recap, worksheet, office hour, make-up session or alternative batch access. The availability and duration of these options may vary by program.

A prolonged medically supported absence may be considered for a transfer, pause or credit under the exceptional-circumstances section.

6. Cancellation or Material Change by Creatiminds

If Creatiminds cancels a class, it will ordinarily reschedule it or provide a reasonably equivalent alternative.

If Creatiminds cancels an entire program before it starts, the parent may choose a full refund of the amount paid for that program or transfer to an available alternative.

If Creatiminds permanently discontinues a program after it starts and cannot provide a reasonable alternative, it will refund the proportionate tuition for undelivered core sessions and any undelivered separately charged materials or services.

If Creatiminds unilaterally imposes a cancellation charge in a circumstance, it will apply a fair and corresponding remedy when Creatiminds cancels without reasonable cause, subject to applicable law.

7. Instructor, Schedule, Venue or Platform Changes

A change of instructor, room, online platform, module sequence or session time does not automatically create a refund right where the overall program remains substantially equivalent.

If a material change significantly prevents the learner from participating and Creatiminds cannot offer a reasonable alternative, the parent may request a transfer, credit or proportionate refund for the affected undelivered portion.

8. Medical and Exceptional Circumstances

Creatiminds may consider documented medical emergencies, bereavement, relocation or comparable exceptional circumstances on a case-by-case basis.

The usual remedy will be a pause, batch transfer or credit. A proportionate refund may be approved where participation is not reasonably possible and no suitable alternative can be provided.

Only information reasonably necessary to assess the request should be submitted. Medical details will be handled under the Privacy and Child Data Policy.

9. Physical Materials and Event Costs

Amounts relating to kits, books, merchandise, venue tickets, food, travel or third-party event charges may be non-refundable after they have been ordered, personalised, delivered or irreversibly committed. This will be disclosed before payment.

Defective or incorrectly supplied physical materials should be reported promptly with reasonable evidence so that replacement or another appropriate remedy can be arranged.

10. Duplicate, Failed or Unauthorised Payments

A verified duplicate payment will be refunded to the original payment method.

A pending or failed transaction may take time to reverse through the bank or payment provider. Parents should first check the transaction status and share the transaction reference, not confidential credentials.

Suspected unauthorised transactions should be reported immediately to the bank or payment provider and to Creatiminds. Creatiminds may cooperate with a lawful investigation but cannot control banking timelines.

11. Refund Method and Processing Time

Approved refunds will ordinarily be initiated to the original payment method within 7–10 business days after approval and receipt of any reasonably required information. The bank or payment provider may require additional time to credit the amount.

Cash refunds will not ordinarily be issued for digital payments. Refunds to a different person or account may require enhanced verification and may be declined for fraud-prevention reasons.

Creatiminds will provide written confirmation of the approved amount and basis of calculation.

12. Instalment Plans

Cancellation does not automatically erase instalments that became due before an approved cancellation or withdrawal. Future instalments for undelivered services will be adjusted according to this Policy.

Where access is suspended for non-payment, the parent should contact Creatiminds promptly. Reinstatement may depend on available batch continuity and payment of overdue amounts.

13. Chargebacks and Payment Disputes

Parents are encouraged to contact Creatiminds before initiating a chargeback so the issue can be reviewed and documented. This does not remove the right to contact the bank or statutory authorities.

Submitting false information, claiming non-receipt after substantial service delivery, or using both a refund and chargeback process for the same amount may lead to suspension and recovery action, subject to law.

14. How to Request a Refund, Cancellation or Transfer

Send a written request to hello@creatiminds.com with the parent’s name, learner’s name, program, batch, payment date, transaction reference, requested remedy and brief reason.

Creatiminds may request reasonable supporting information but will not request card PINs, OTPs or banking passwords.

The request date will be the date on which a sufficiently identifiable written request is received through an official channel.

15. Grievances

If the parent disagrees with a decision, they may raise a grievance under the Grievance Redressal Policy. The parent should include the earlier request and response so the matter can be reviewed independently where practicable.

Nothing in this Policy restricts access to consumer commissions, data-protection remedies, courts or other statutory authorities.