1. What this policy covers
This policy covers payments a school makes to Bitosoft Innovations Hub Co. Ltd for Twegese.
It does not cover school fees. Parents pay school fees to the school, not to us, so questions about refunds of school fees must go to the school.
2. New schools
If Twegese is not right for your school, tell us within 14 days of your first subscription payment and we will refund that subscription payment in full. Prepaid SMS credit is covered in section 6.
3. Term fees
- If you cancel before a paid term begins, we refund the fee for that term in full.
- Once a term has begun, its fee is not refundable. If you cancel during a term, your access continues until the end of that term.
4. Duplicate or mistaken payments
If you pay twice, pay too much or pay us by mistake, we refund the extra amount in full once we have confirmed it.
5. If the service fails
If Twegese is unavailable or seriously faulty for a significant period because of something within our control, contact us. We will agree a fair credit against your next invoice or a partial refund.
6. SMS
SMS credit that has been used to send messages cannot be refunded.
7. How to ask for a refund
- Email [email protected] with your school's name, the invoice or receipt number and the reason.
- We will reply within 5 working days.
- Approved refunds are paid in Uganda shillings within 14 days, to the account or mobile-money number the payment came from, unless we agree otherwise. We do not deduct any fee of our own, but charges made by banks or mobile-money providers may apply.
8. Your legal rights
This policy does not affect any rights your school has under Ugandan law, including the Sale of Goods and Supply of Services Act, 2017.