Standard Operating Procedure / Policy for Fee Bifurcation of Offline Courses, Offline Fee Installment Policy and Refund and Deduction Policy for Offline Courses

Purpose and Scope: This SOP outlines the bifurcation of fees for students, detailing how the fees will be categorized and calculated based on the total fee amount in Offline/ Physical Courses other than NEET JEE Courses. This procedure applies to all students enrolled offline in the institute and specifies the fee structure, including its bifurcation.

Fee Bifurcation for Fees:

Fee Bifurcation ( Including GST )
Fee Head	Total Amount %	Total Amount ( Fixed )
Fee Head	Fee up to Rs. 50000	Fee more than Rs. 50000
Registration fees (including gst)	20%	10,000
Study Material and Welcome Kit Fee (including gst)	20%	10,000
Infrastructure and Technology Fee (including gst)	20%	10,000
Tuition fee (including GST )	40%	Remaining fee
Total	100%	100%

In the case of the Offline Test Series, fee bifurcation shall not be applicable. The student is required to pay the full, non-refundable amount to appear for the test series

Compliance and Legal Considerations:

This SOP has been prepared in compliance with all relevant tax regulations, including Goods and Services Tax (GST) requirements. An official receipt will be issued that reflects the breakdown of fees, including GST. GST will be calculated and added as per the prescribed percentage for the relevant fee category.

The institution reserves the right to revise or adjust or amend the total fees, fee bifurcation if required by law or institutional policy, not affecting rights of existing / enrolled students to such courses. Any amendments to this SOP due to regulatory or institutional changes will be communicated accordingly. All students, faculties and Institute must adhere to the fee payment deadlines.

Standard Operating Procedure for UC Offline Fee Installment Policy

Purpose:
This Standard Operating Procedure (SOP) outlines the guidelines for fee payment installment options and conditions applicable to students enrolling in various courses. The SOP ensures transparency, consistency, and clarity in the installment-based fee structure and provides legal protection to both the institution and the students. The policy is applicable to all fee structures listed under the Offline UC Installment Policy.

Fee Installment Breakdown:

Total Fee Amount incl GST	Minimum Fee within 1 week of admission	1st Installment	2nd Installment	3rd Installment	4th Installment
Up to ₹20,000	Complete Fee	NA	NA	NA	NA
₹20,001 to ₹50,000	40% of Total Fee	70% of Total Fee, in 30 days of admission	100% of Total Fee, in 60 days of admission	NA	NA
₹50,001 to ₹1,00,000	₹20,000	60% of Total Fee, in 30 days of admission	80% of Total Fee, in 60 days of admission	100% of Total Fee, in 120 days of admission	NA
More than ₹1,00,000	₹20,000	55% of Total Fee, in 30 days of admission	70% of Total Fee, in 60 days of admission	85% of Total Fee, in 120 days of admission	100% of Total Fee, in 180 days of admission

Procedure and Conditions:

Minimum Fee at Time of Admission: Students can book their sheet by paying a minimum amount of ₹5,000 at the time of admission, and the remaining fees applicable as per the mentioned amount in the Minimum Fee within 1st week of admission. The study kit (including ID cards, stationery, and course material) will only be provided after paying the Minimum Fee within 1st week of admission.
Demo Classes and Payment: If a demo class is provided for a course, a minimum amount of ₹500 (for a maximum of 3 days demo) must be paid by the student. This amount will be incorporated into the total fee if the student proceeds with admission. Students attending demo classes will not be provided with the study kit (including ID card) until they officially enroll in the course.

Study Kit and Access to Course: The study kit (including ID cards, stationery, and course material) will only be provided to students after the admission fee is paid in full. Students who pay the minimum registration and study material/kit fee at the time of admission will be granted online access to the course content.
Legal Binding of Installments: All installment amounts, including those already paid at the time of admission, are percentages of the total fee as outlined in the table above. Students are bound to pay for the installments as per the scheduled dates. Failure to do so may result in interruptions in the regular classes as their entry may be restricted in the offline classes and/or online access can be revoked.
Refund and Cancellation Policy: In the event of cancellation by the student, refunds will be processed according to the institution’s Refund Policy. All refunds and exceptional refunds , above the limit set, are subject to approval of the City Head and COO.
Compliance and Legal Considerations:

This SOP is designed to comply with the prevailing education and consumer protection laws. It outlines the fee structure, payment terms, and conditions that are binding on both the institution and the student.
The institution reserves the right to modify the payment policy and installment structure, with prior notice to the students, to ensure compliance with legal and financial regulations.

Standard Operating Procedure for Refund and Deduction Policy for Offline Courses

Purpose:
This Standard Operating Procedure (SOP) outlines the guidelines and conditions under which refunds and deductions will be processed for students enrolled in offline courses. It establishes a clear, transparent process to ensure consistency and fairness in handling refund requests and fee deductions. This SOP applies to all students enrolled in offline courses and defines the refund eligibility and deduction percentages based on the duration of course participation before the commencement of the batch or after the batch has started.

Fee Components and Refund Policy:

Course Type	Fee Components	Before Batch Commencement	Upto 1 Week	1 to 2 Weeks	2 Weeks to 1 Month	1 to 2 Months	More than 2 Months	More than 4 months
Offline Course	GST	No Refund
	Registration, Study Material, Welcome Kit Fee	No Refund
	Infrastructure and Technology Fee	100% Refund	20% Deduction	40% Deduction	60% Deduction	No Refund
	Tuition Fee	100% Refund	Deduction on Pro-Rata Basis as per the ratio of batch days passed and total batch duration from the batch start date.

Refund and Deduction Procedure:

Eligibility for Refund:
1. Students may be eligible for a refund based on the duration of their participation in the course before and after the batch commencement. If the student availed the installment option, the deduction amount will still be based on the percentage of the total fee.
2. The refund percentage is calculated based on the total fee amount, excluding GST.
  Refunds are applicable only for the Infrastructure, Technology, and Tuition Fees, whereas the Registration, Study Material, Welcome Kit Fee, and GST being non-refundable under all circumstances.
Refund Application Process:
1. Students wishing to request a refund must fill out the Refund Application form, available at the counselor’s desk. The student or their parents must provide a reason for requesting the refund on the Refund Application form.
2. The completed form should be submitted to the counselor who will raise a formal request email to the concerned accounts department, keeping the City Head and Business Head in CC. All refunds and exceptional refunds , above the limit set, are subject to approval of the City Head and COO.
Processing and Disbursement of Refund:
1. The accounts department will review the refund application and process the refund as per the guidelines mentioned in this SOP. And, the refund will be processed after the request is approved, and the corresponding deductions are applied.
2. Refunds will be made only through the bank payment medium, and not in cash.
Study Material and Online Access:
1. In case of a refund, the Study Kit and Study Material (if already provided) will remain with the student.
2. Online access to the course will be stopped immediately once the refund process is completed.
Refund Timeline:
1. Refunds will be processed within 7 days from the approval of the refund request, depending on the payment method used.

Compliance and Legal Considerations:
This SOP complies with relevant consumer protection and education laws. It ensures that both the institution and the students are aware of their rights and obligations in the case of a refund request. The institution reserves the right to update or revise the refund and deduction policy, with prior notice to the students, in accordance with applicable laws and regulations.

Standard Operating Procedure (SOP) – Fees & Refund Policy for Online Courses and Bookshala Orders

1. Introduction

This document sets forth the Refund and Fees Policy governing all transactions related to online courses and associated materials offered by Utkarsh Classes (hereafter referred to as "UC"). By enrolling in a course or purchasing any material, the student acknowledges and agrees to the terms outlined herein.

2. Refund Policy for Online Courses

2.1 General Refund Policy

Full Refund (100%):
Students are eligible for a full refund if the refund request is made within 24 hours of the course purchase or registration.
Post-24 Hours Refund Requests:
Requests for refunds made after 24 hours of purchase will be considered only under exceptional circumstances. These requests must be submitted via email to support@utkarsh.com or via raising a ticket at Utkarsh App Helpdesk and will only be processed after explicit approval from the Chief Operating Officer (COO). Such approval will be at the sole discretion of the institution and subject to the following considerations:
- Technical issues that prevent course access despite reasonable efforts.
- Other extraordinary situations as deemed appropriate by UC management.
Refund Processing Time:
Once a refund request is approved, the refund will be processed to the original payment method within 15-20 business days, unless stated otherwise.

2.2 Non-Refundable Cases

Validity Extension Requests:
No refunds shall be provided for any requests related to the extension of course validity.
Upgrade from Standard to Prime Courses:
There shall be no refund for students who upgrade from a standard course to a prime course. Any difference in the fee between the two options will be applicable for the upgrade.
Books and Study Materials:
Refund requests related to books or study materials shall be processed according to the Bookshala Refund Policy as detailed below.

3. Batch Cancellation by Utkarsh Classes

Cancellation by UC:
In the event that Utkarsh Classes cancels a batch, all registered students in the affected batch shall be entitled to a 100% refund.
Notification of Cancellation:
A cancellation shall be deemed officially declared only upon the written notice from UC to the affected students. The notification will be sent via email and other means of communication deemed appropriate by UC. No other mode shall be considered.
Refund Process in Case of Batch Cancellation:
The refund process shall commence immediately after the official declaration of batch cancellation. Students will receive refunds within 15-20 business days.

4. Bookshala Refund & Replacement Policy

4.1 Order Cancellation

Cancellation Before Dispatch and 100% Refund :
Students who wish to cancel their Bookshala orders may do so only before the dispatch of the books.
- Cancellations must be requested via email to support@utkarsh.com or raising a ticket at Helpesk.
- Refunds will be processed in full within 7 business days.
Cancellation After Dispatch:
Once the book has been dispatched, no refunds shall be processed under any circumstances.

4.2 Replacement Policy

Defective or Incorrect Delivery:
If the book is defective or not the one originally ordered, a replacement will be issued instead of a refund, provided that the student adheres to the following conditions:
- Submit video proof of unboxing clearly showing the defective or incorrect item.
- Video proof must include the package seal, the unboxing process, and the condition of the product.
- A request for replacement must be submitted to support@utkarsh.com or refund@utkarsh.com within 3 days of delivery.
- All replacement requests will be processed at Utkarsh’s cost.
No Refund for Incorrect or Defective Deliveries:
In the case of defective products, no monetary refunds shall be provided. Replacement is the only option available, subject to validation.
Replacement Procedure:
If the returned item meets the criteria above, a replacement will be sent at no additional charge within 7-10 business days. If the issue is not valid (for example, the product is not defective), the original product will be returned to the student.

5. Payment & Refund Conditions

Refund to Original Payment Method:
All refunds shall be processed to the original method of payment, such as credit/debit card, net banking, or any other payment method used during the transaction.
Fee Adjustments:
Any changes to fees or refunds due to changes in course pricing will only apply to future purchases and will not be retroactively applied.
The GST portion shall not be refunded.
For course change, the student must raise a query with Helpdesk within 24 hours of purchase. Only then will the course change request be considered.
In case of a Prime course: If the book has already been delivered and the student is within the 24-hour policy, the book amount will be deducted, and the remaining amount will be refunded. If the book has not been delivered, a ₹50 handling charge will be deducted, and the remaining amount will be refunded.