This policy explains how cancellations and refunds work on the platform operated by Alpheric Consultants Private Limited, operating as "Kheloge" ("Kheloge", "we", "us"). It forms part of our Terms & Conditions.
1. Two different kinds of payment
Money moves in two distinct ways on this Platform, and the refund route differs for each. Identifying which one applies to you is the first step.
- Payments to Kheloge — subscription and platform charges an academy, coach or venue pays us for the software. We refund these. See section 2.
- Payments to an academy, coach or venue — coaching fees, admission charges and venue hire that an athlete or guardian pays. We collect these on the Partner's behalf; the money is theirs. The Partner decides these refunds. See section 3.
2. Kheloge subscription and platform charges
2.1 Cancelling a subscription
You may cancel at any time from your account settings, or by writing to [email protected]. Cancellation takes effect at the end of the billing period you have already paid for. You keep access until then.
2.2 When we refund
- Duplicate or incorrect charge — refunded in full, always.
- Charged after cancellation — refunded in full.
- A paid feature was materially unavailable for a sustained period because of a fault on our side — refunded pro-rata for the affected period.
- Within 7 days of a first subscription, if the Platform has not been used in any substantive way — refunded in full, on request.
2.3 When we do not refund
- Part-used billing periods, where the service was available and the account was active.
- Accounts suspended or terminated for a material breach of the Terms & Conditions.
- Charges already passed on to a third party, such as a payment gateway's transaction fee on a completed settlement.
2.4 How long a refund takes
We approve or decline a refund request within 7 working days of receiving it. An approved refund is initiated within a further 3 working days, to the original payment method.
Once initiated, the money reaching you depends on your bank or card issuer, which typically takes 5 to 10 working days. That part is outside our control. We will give you the reference number so you can trace it.
3. Coaching fees and venue bookings paid to a Partner
When an athlete or guardian pays an academy, coach or venue through Kheloge, that money belongs to the Partner. We collect and settle it for them. We are not a party to the coaching or hire agreement.
Requests to refund a coaching fee, an admission charge or a booking must go to the Partner who took the payment. Their own cancellation terms apply. We cannot reverse a settled payment on their behalf, and we will not take a position on whether a coaching dispute justifies one.
What we will do:
- give you the transaction reference, date and amount, so your claim to the Partner is evidenced;
- pass a refund instruction to the payment gateway promptly once the Partner authorises it;
- where a payment failed, was duplicated, or was debited without a corresponding booking or invoice, resolve it directly with you — that is a payment fault, not a coaching dispute.
3.1 Failed and duplicate transactions
If an amount is debited but the invoice or booking does not show as paid, write to us with the transaction reference. We reconcile against the payment gateway and, where the transaction did not complete, the amount is automatically reversed by the gateway, usually within 5 to 7 working days. If it has not reached you within that time, tell us and we will pursue it with the gateway on your behalf.
4. Recurring payment mandates (auto-pay)
A guardian may authorise a recurring mandate so monthly fees are collected automatically. A mandate is approved with your own bank or UPI application and:
- may be cancelled by you at any time, through the same bank or UPI application, or by asking the academy or us to cancel it;
- stops collecting immediately on cancellation — a mandate cancelled before a scheduled date will not be charged on that date;
- gives you advance notice of each debit from your bank, as the Reserve Bank of India's e-mandate framework requires.
A charge taken after a mandate was cancelled is a payment fault. Tell us and we will have it reversed.
5. Chargebacks
If you dispute a charge with your bank or card issuer, please tell us at the same time. A chargeback raised without contacting us first takes longer to resolve for everyone and may lead to the account being suspended while the bank investigates.
6. How to request a refund
Write to [email protected] or call customer care on +91 72890 76890, with:
- the registered name and mobile number on the account;
- the transaction reference, date and amount;
- whether the payment was to Kheloge or to an academy, coach or venue;
- the reason for the request.
We acknowledge every request within 48 hours. If we decline one, we will say why in writing.
7. Contact and grievance redressal
This platform is owned and operated by Alpheric Consultants Private Limited, a company incorporated in India and operating under the brand Kheloge.
Registered office
Alpheric Consultants Private Limited
6th Floor, Magnus Tower
Sector 73
Noida Uttar Pradesh 201301
India
Statutory identifiers
- Corporate Identity Number (CIN): U85500UP2023PTC187437
- GSTIN: 09AAZCA2335G1ZD
How to reach us
- General enquiries: [email protected]
- Customer care: +91 72890 76890 — Monday to Saturday, 10:00 to 19:00 IST, excluding public holidays
Grievance Officer
In accordance with the Information Technology Act, 2000 and the rules made under it, and the Digital Personal Data Protection Act, 2023, the following officer may be contacted about any complaint regarding this platform or the handling of your personal data:
Neeraj Dhiman
Grievance Officer
Alpheric Consultants Private Limited
[email protected]
We acknowledge every complaint within 48 hours of receiving it and aim to resolve it within 30 days. Where a complaint cannot be resolved in that time we will write to you explaining why and when we expect to conclude.