Refund and cancellation

1. About this policy

Last updated: 10 October 2026.

This policy forms part of the terms of service. The order form takes priority where it says something different. Universities and other institutions buy from us as business customers, so consumer cancellation rights, such as the 14-day cooling-off period, do not apply.

2. Yearly and multi-year subscriptions

1. Yearly subscriptions are invoiced in advance.
2. Unless the order form says otherwise, a subscription cannot be cancelled part-way through a term for convenience, and fees already paid for that term are not refunded.
3. Multi-year contracts follow the early exit terms, if any, set out in the order form.
4. To stop a subscription renewing, give at least 30 days' written notice before the end of the term.

3. When we refund

• If the university ends the agreement because of our material breach, we refund prepaid fees for the unused part of the term.
• If we end a product or the agreement for our own convenience, we refund prepaid fees for the unused part of the term.
• If the university objects to a new sub-processor and we cannot resolve it, as the data processing agreement explains, we refund prepaid fees for the affected Services.

4. Monthly plans

Where a university pays monthly, it can cancel on 30 days' notice after any minimum term. The service continues to the end of the notice period. Part months are not refunded.

5. Add-ons and services

• Usage add-ons, such as extra Scribe hours, Mark script packs, AI credit packs and thesis digitising, are not refunded once used. Whether unused packs carry over to a renewal is set out in the order form.
• Onboarding and data import can be cancelled with a refund for work not yet started.
• Add-ons and their prices are listed on our pricing page.

6. Billing mistakes

If we invoice the wrong amount, we correct it and refund any overpayment. Please tell us within 60 days of the invoice date at support@oxonia.ai.

7. Student fees paid through Oxonia Wallet

Fees paid through Oxonia Wallet are paid to the university, not to Oxonia. Refunds of tuition and other fees are decided by the university under its own refund policy. Students, guardians and sponsors should contact the university's bursary. Approved refunds of payments made by card or through Paystack and other payment providers are returned through the same route where possible.

8. How to ask

Universities should contact their account contact or support@oxonia.ai. Contract questions: legal@oxonia.ai.