Spark by Prixel Labs
Cancellation & Refund Policy
Effective date: 1st September 2026
This Cancellation & Refund Policy ("Policy") explains what you are charged for Spark, how you cancel, what happens to your child’s access when you do, and the circumstances in which PRIXEL LABS refunds a payment. It is part of, and must be read with, our Terms of Service and Privacy Policy. Capitalized terms not defined here have the meaning given to them in the Terms of Service.
Spark is operated by PRIXEL LABS, a sole proprietorship registered and operating in India with registered office at 4th Floor, 648/A, Om Chambers, Old Binnamangala Road, Indiranagar, Bengaluru, Karnataka — 560008, India. All cancellation and refund requests go to support@prixellabs.com.
In short: the first class is free, you can cancel at any time from the app or from your UPI app, cancelling stops all future debits, and your child keeps access until the end of the month you have already paid for.
1. What You Pay
The free class — ₹0. Your child’s first class is free. No subscription fee is charged before that class is taken.
Autopay registration — ₹1, one time. To book the free class you register a UPI Autopay mandate with your bank. Registering a mandate requires a one-time debit of ₹1 (Indian Rupee One). This is a verification debit required by the UPI Autopay framework — it is not a subscription fee and it does not buy the free class. We refund it as soon as the mandate is registered, without any request from you, so the free class costs you nothing at all.
Subscription — ₹299 per month. If you choose to continue after the free class, Spark costs ₹299 per month, debited on the mandate you registered. The first debit is presented only after you tap Continue with Spark; nothing is debited automatically at the end of the free class.
The mandate ceiling. The UPI Autopay mandate authorises debits of up to ₹300 per month, as presented by us. We never debit more than the subscription fee then in force, and any change in the fee will be notified to you in advance.
2. Cancelling the Free Trial
You may decide not to continue after the free class, and you do not have to do anything to make that happen — the subscription starts only when you choose to continue. If you would prefer to remove the registered mandate as well, cancel it as described in the next section, or from your UPI app’s Autopay or Mandates section, and no further debit can be presented on it.
The ₹1 registration debit is refunded in every case, whether or not you continue after the free class. We initiate the refund as soon as the mandate is registered and it is credited to the UPI account that was debited; your bank may take a few business days to show it. You do not have to ask for it.
3. Cancelling the Subscription
You can cancel at any time, without giving a reason and without a cancellation fee, in any of these ways:
In the Spark app — open the subscription screen from the Learn tab and tap Cancel subscription. You will be shown the date your access runs to and asked to confirm.
In your UPI app — open the Autopay, Mandates or Subscriptions section and pause or revoke the Spark mandate. Revoking the mandate stops any further debit.
By email — write to support@prixellabs.com from the email address or with the phone number registered on the Account. We will action the request and confirm within 2 (two) business days.
What cancellation does. Cancelling stops all future renewals and revokes the UPI Autopay mandate, so no further money can be debited. Your child keeps access to Spark until the end of the billing period you have already paid for; access is not cut off on the day you cancel.
No pro-rata refund for the current month. Because access continues to the end of the period you paid for, the fee for that period is not refunded in part when you cancel mid-month. If you cancel on the 10th of a month, your child can keep learning until the period ends, and the next month is not charged.
Coming back. You may subscribe again at any time. Because cancelling revokes the mandate, starting again means registering UPI Autopay once more, including the ₹1 registration debit — which is refunded again, in the same way.
4. When We Refund
Subscription fees for a period already begun are generally non-refundable, since access is granted for the whole of that period. We will, however, refund you in full in the following cases:
Duplicate debit. The same fee was debited more than once for the same billing period.
Debit after cancellation. A debit was presented after you cancelled, or after the mandate was revoked.
Debit without a subscription. A debit was presented although you never chose to continue after the free class.
Incorrect amount. You were debited more than the subscription fee then in force. We refund the excess.
Extended unavailability. Spark was unavailable, through no fault of yours, for more than 7 (seven) consecutive days in a paid month. We refund that month on a pro-rata basis, or extend the subscription by the same number of days, at your choice.
Where the law requires it. Where applicable consumer law gives you a refund right that cannot be waived by contract — including a full refund within 14 (fourteen) days of the commencement of a subscription for consumers resident in the European Union or European Economic Area, and cancellation without penalty prior to midnight of the third (3rd) business day following subscription in certain U.S. states.
Where we do not refund. We do not refund a period that has been used, a period in which classes were simply not taken, or an Account terminated by us for breach of the Terms of Service.
5. How to Request a Refund
Write to us. Send an email to support@prixellabs.com with the registered phone number, the date and amount of the debit, and the UPI transaction reference (UTR) if you have it.
Within 7 days. Raise the request within 7 (seven) days of the debit appearing on your statement. Requests raised later will still be looked at, but we may not be able to reverse the transaction with the payment processor.
Our response. We acknowledge every request within 2 (two) business days and tell you our decision, with reasons, within 7 (seven) business days.
The money reaching you. An approved refund is initiated within 7 (seven) business days of approval and is credited to the original payment method — the UPI account or card that was debited. Your bank may take a further 5 (five) to 7 (seven) business days to reflect it. We cannot refund to a different account.
No refund fee. We do not charge any processing or handling fee on a refund.
6. Failed Payments and Paused Access
If a monthly debit does not go through — for example, for insufficient funds or an expired mandate — we retry it automatically for a limited grace period and tell you in the app that the payment did not go through. If it still cannot be collected by the end of that period, the subscription is paused and access stops until you retry the payment. A failed debit is not a charge, and nothing is owed for a period in which access was paused.
7. Termination by Us
PRIXEL LABS may suspend or terminate an Account in accordance with the Terms of Service. Where we terminate an Account for a reason other than your breach, we refund the unused portion of the current billing period on a pro-rata basis. Where an Account is terminated for breach of the Terms of Service, no refund is payable.
If we discontinue the Services altogether, we will give you reasonable notice and refund the unused portion of any period you have paid for.
8. Purchases Through App Stores
Where you subscribe through the Apple App Store or the Google Play Store, the cancellation and refund rules of that store apply to that purchase, and cancellations must be made through the store’s own subscription settings. PRIXEL LABS cannot cancel or refund a store-managed subscription directly, but will assist you in raising the request with the store.
9. Changes to This Policy
We may amend this Policy from time to time. The current version is always posted on the Platform, and any change that materially affects your rights will be notified to your registered email address or phone number before it takes effect. Your continued use of the Services after that notice constitutes acceptance of the amended Policy. A change never applies retrospectively to a payment already made.
10. Grievance Redressal and Contact
If a cancellation or refund request is not resolved to your satisfaction, you may escalate it to our Grievance Officer, designated in accordance with applicable Indian laws (including the Information Technology Act, 2000 and the rules thereunder).
Grievance Officer: Pranjal Jain
Email: pranjal@prixellabs.com
Support: support@prixellabs.com
Address: PRIXEL LABS, 4th Floor, 648/A, Om Chambers, Old Binnamangala Road, Indiranagar, Bengaluru, Karnataka — 560008, India
CANCEL WHENEVER YOU LIKE — FROM THE SPARK APP OR YOUR UPI APP. NO NOTICE PERIOD, NO CANCELLATION FEE, AND ACCESS RUNS TO THE END OF THE MONTH YOU HAVE PAID FOR.