Refunds, Returns and Cancellations Policy

Last updated: 27 June 2026

This policy explains how refunds, returns, and cancellations are handled for EdiWay school-store, invoice, wallet, trip, club, and other online payment features.

This draft must be tailored to your live business model and school operating rules before publication.

1. Scope

This policy applies where payments are made through EdiWay for:

• school-store product purchases;
• manual invoices;
• wallet top-ups were available;
• trip payments;
• club payments;
• Other school-linked paid items offered through the platform.

2. Important Role Split

Some payments may be processed on behalf of a school, with funds sent to that school’s connected payment account. In those cases, the relevant school may be the organisation responsible for fulfilment decisions, collection arrangements, and some refund decisions.

This section must be aligned with your final Stripe Connect and school-store model before publication.

3. Faulty, Incorrect, or Not-As-Described Items

If a physical item is faulty, incorrect, damaged on arrival, or not as described, the buyer should contact the school or platform support as soon as possible with the order reference and details of the issue.

Where required by law, an appropriate refund, replacement, repair, or other remedy will be offered.

4. School-Store Distance Selling Rights

Where goods are sold online, and the transaction falls within distance selling rules, buyers may have the right to cancel within 14 days of receiving the goods, even if the goods are not faulty.

If this applies, buyers must tell the relevant school or us within 14 days of receiving the item that they wish to cancel. They then have another 14 days to return the item.

Refunds will normally be made within 14 days of receiving the item back, subject to the item not being excluded from cancellation rights and subject to any lawful deductions for loss in value caused by handling beyond what would be expected in a shop.

5. Items That May Not Be Returnable

Some items may not be eligible for cancellation or return except where faulty. This may include, where applicable:

• personalised or custom-made items;
• perishable items;
• Sealed items are not suitable for return once opened for health or hygiene reasons;
• digital content that has already been supplied where cancellation rights have been properly waived;
• Other items excluded by law.

6. Collection-Only Orders

Where a school store is operated on a collection-only basis, buyers must follow the collection arrangements shown at checkout or communicated by the relevant school.

7. Manual Invoices

Manual invoices may relate to school fees, extras, transport, meals, or other school-managed charges. Refunds or cancellations for manual invoices depend on the nature of the charge, whether the service or item has already been provided, and the relevant school’s rules.

8. Wallet Top-Ups

Where wallet top-ups are available, funds added to a wallet may be non-refundable once credited, except where required by law, where a payment error has occurred, or where a school or platform policy expressly allows a refund.

This section must be confirmed against your final wallet accounting rules before publication.

9. Trips and Clubs

Refunds for trips and clubs depend on the reason for cancellation, the timing, whether costs have already been committed, and the relevant school’s terms. In some cases, only a partial refund may be available.

10. How Refunds Are Paid

Where a refund is approved, it will usually be returned to the original payment method unless another lawful and agreed method is used.

11. How to Request a Refund or Return

To request a refund or return, contact the school first; otherwise:

• Open a support ticket for school-managed store or invoice issues;
• Open a support ticket for platform payment or technical issues.

Please include the order, invoice, wallet, trip, or club reference and full details of the issue.

12. Changes to This Policy

We may update this policy from time to time to reflect legal, payment, or service changes.