1. Overview
This Refund Policy applies to two distinct types of payments processed through SenseiDesk:
✅ WE HANDLE THESE REFUNDS:
SaaS subscription fees paid by gym owners to IEMTech for using the SenseiDesk platform
❌ GYM OWNERS HANDLE THESE:
Martial arts training fees paid by students/parents to individual gyms for classes, packages, and services
2. SenseiDesk Platform Subscription Refunds
2.1 Free Trial Period
- All new accounts receive a 30-day free trial
- No payment is required during the trial period
- You may cancel at any time during the trial without any charges
- Trial cancellation does not require refund processing
2.2 Monthly Subscription Refunds
SenseiDesk platform fees are billed monthly in arrears (after usage):
- Session-based billing: Charges applied only when sessions are consumed by students
- Monthly student billing: Charges applied for active students during the billing period
- Partial month refunds: Available for unused portions if service is discontinued mid-month
- Technical issues: Full refunds provided if service disruption exceeds 24 consecutive hours
- Billing errors: Immediate refunds for any incorrect charges or system errors
2.3 Refund Request Process for Platform Fees
To request a platform fee refund:
- Contact support@senseidesk.com within 30 days of the billing date
- Include your gym name, billing period, and reason for refund request
- We will review and respond within 3 business days
- Approved refunds are processed within 5-7 business days
- Refunds are returned to your original payment method
3. Student Payment Refunds (Gym Services)
3.1 Important Distinction
🚨 IMPORTANT: Student Payment Refunds
SenseiDesk (IEMTech) does NOT handle refunds for martial arts training fees paid by students/parents.
All refunds for classes, packages, memberships, and training services are the responsibility of individual gym owners. Each gym sets their own refund policies and handles all training-related refund requests.
SenseiDesk only provides the payment processing platform. We do not make refund decisions for martial arts services.
3.2 Gym-Specific Refund Policies
- Each martial arts gym sets their own refund policies for classes and packages
- Refund terms should be clearly communicated by the gym to students/parents
- SenseiDesk displays gym-specific refund policies in payment confirmations when provided
- Students should contact their gym directly for all training-related refund requests
3.3 Payment Processing Refunds
For technical payment processing issues only:
- Duplicate charges: Immediate refund of duplicate transactions
- Payment system errors: Refunds for failed transactions that were incorrectly charged
- Unauthorized transactions: Investigation and refund of fraudulent charges
- Processing fees: Xendit's refund policy applies to payment processing charges
4. Dispute Resolution Process
4.1 For SenseiDesk Platform Issues
Step-by-Step Process:
- Direct Contact: Email support@senseidesk.com with detailed information about the issue
- Investigation: Our team investigates within 2 business days
- Resolution Attempt: We work with you to resolve the issue or provide appropriate compensation
- Escalation: Unresolved issues are escalated to management for review
- Final Resolution: All decisions are communicated in writing with clear next steps
4.2 For Student Payment Disputes
Recommended Process:
- Contact Your Gym: Discuss the issue directly with your martial arts school first
- Review Gym Policy: Check the refund policy provided when you enrolled or made payment
- Mediation Support: If needed, contact support@senseidesk.com for assistance communicating with the gym
- Payment Processor: For technical payment issues, we can help coordinate with Xendit
- Legal Resources: For unresolved disputes, consider DTI consumer protection services
5. Xendit Payment Processing Refunds
Payment processing is handled by Xendit, our trusted payment partner:
- Xendit processes refunds according to their terms of service
- Refund processing times vary by payment method (GCash, bank transfer, credit card)
- Processing fees may not be refundable depending on the payment method used
- We coordinate with Xendit on behalf of gyms and students for technical refund issues
- Xendit's fraud protection policies apply to all disputed transactions
6. Refund Processing Timeframes
SenseiDesk Platform Fees
- • Review: 1-3 business days
- • Processing: 3-5 business days
- • Bank posting: 3-7 business days
- • Total timeline: 7-15 business days
Student Payment Processing
- • GCash refunds: 1-3 business days
- • Bank transfers: 3-5 business days
- • Credit cards: 5-10 business days
- • International cards: 10-15 business days
7. Non-Refundable Items
The following are generally non-refundable:
- Setup and onboarding fees (waived during promotional periods)
- Custom development or integration work
- Third-party service fees (SMS, payment processing)
- Data migration or export services
- Training sessions completed by gym staff
8. Exceptional Circumstances
We may provide refunds outside of our standard policy in cases of:
- Extended service outages due to technical failures
- Data loss caused by system errors (with appropriate data recovery efforts)
- Billing system malfunctions resulting in incorrect charges
- Force majeure events preventing gym operations (evaluated case-by-case)
- Good faith errors on our part in service delivery
9. Consumer Protection Rights
As a Philippine company, we respect your consumer rights under local law:
- Right to fair and reasonable service delivery
- Right to clear pricing and billing information
- Right to timely resolution of complaints
- Right to escalate disputes to appropriate authorities
- Protection against unfair business practices
10. Policy Updates
We may update this Refund Policy to reflect changes in our services, payment processing, or legal requirements. Material changes will be communicated via email and posted on our website at least 30 days before taking effect.
11. Contact Information
For refund requests, billing questions, or disputes:
IEMTech Customer Support
Email: support@senseidesk.com
Phone: +63 929 892 6334
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM (PHT)
Address: Cebu City, Philippines
💡 Quick Support Tips
- • Include your gym name and account details in all communications
- • Attach relevant screenshots or transaction IDs when possible
- • Be specific about the issue and desired resolution
- • Allow 1-2 business days for initial response during peak times
This Refund Policy was last updated on August 2025 and applies to all SenseiDesk services.