Cancellation and Refund Policy

This policy explains when you can cancel a StuTem Labs booking or kit order and how much is refunded. The exact amounts for your booking are always shown in the app before you confirm a cancellation.

1. Cancelling a Class or Package

The same rules apply to one-to-one classes and to mentorship packages. For a package, the timing is measured from the start of its first class.

• Within 2 minutes of booking confirmation: full refund, including the platform fee.
• 24 hours or more before the class: full refund of the price, less the platform fee.
• Between 24 hours and 4 hours before the class: the platform fee is kept, plus a 25% cancellation charge on the rest of the price. The remainder is refunded.
• Between 4 hours and 30 minutes before the class: the platform fee is kept, plus a 50% cancellation charge on the rest of the price. The remainder is refunded.
• Less than 30 minutes before the class, or after it starts: the booking can no longer be cancelled in the app. Contact us and StuTem Labs will review your case.

The platform fee is the percentage of the price shown at checkout that StuTem Labs keeps on each booking. To prevent misuse, a learner who uses the 2-minute grace cancellation 3 times within 3 days cannot make new bookings for 7 days.

2. Cancellations by a Mentor or StuTem Labs

If a mentor or StuTem Labs cancels your one-to-one class or package, you receive a full refund, including the platform fee. A kit bought with it is refunded in full if it has not shipped.

A mentor may also reschedule or remove individual classes within a package. Every such change is reviewed by StuTem Labs, and you are notified when it happens. A change to individual classes does not by itself lead to a refund. If it does not work for you, contact us.

3. Kits Bought with a Package

• If you cancel a package before its kit has shipped, the kit is refunded in full.
• If the kit has already shipped, the package refund follows the rules above and the kit can be returned under Section 4.

4. Kit Orders

• Before a kit ships, you can request to cancel the order from the app. Once the cancellation is approved, the kit is refunded in full. A kit that has shipped cannot be cancelled, but it can be returned once delivered.
• A delivered paid kit can be returned within 14 days of delivery, unless the order shows a different return window. Request the return from the order in the app or by contacting us. Once the return is approved, we arrange the pickup. The refund is issued after the kit is received.
• A replacement kit cannot be returned, and a return cannot be requested while a replacement for that kit is in progress.
• Please return the kit with all its parts and in a reusable condition. A return may be declined if parts are missing or the kit has been damaged through misuse.
• Damaged or faulty kits can also be replaced instead; see our Shipping and Exchange Policy.

5. How Refunds Are Paid

• Refunds go back to the original payment method.
• We start the refund within 2 business days of an approved cancellation, or of receiving a returned kit. Banks and payment providers usually take a further 5–7 business days to credit it.
• You can follow the refund status on the order in the app.

6. Contact Us

For help with a cancellation or refund, email support@stutem.com or call +91 989 1234 986.