Terms and Conditions | PenPal

These Terms and Conditions ("Terms") govern your access to and use of PenPal ("we", "our", "us"), operated by PenPal Education Pte. Ltd., a company incorporated in Singapore. By creating an account or using the Service, you agree to be bound by these Terms.

If you are registering on behalf of a child, you confirm that you are the parent or legal guardian of that child and accept these Terms on their behalf.

1. Description of Service

PenPal is an online composition practice platform designed for Singapore primary school students in Primary 3 to Primary 6. The Service provides AI-assisted composition marking, a planning pad, daily challenges, exam simulation, and a parent progress dashboard.

2. Eligibility

The Service is intended for students aged 9 to 12 enrolled in Singapore primary schools.
Parent accounts must be created by a parent or legal guardian aged 18 or above.
By using the Service, you confirm that all information you provide is accurate and up to date.

3. Accounts

You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at hello@penpal.sg if you suspect any unauthorised access to your account. We are not liable for any loss arising from unauthorised use of your account.

4. Free Trial

We offer a 7-day free trial for new parent accounts. No payment is taken during the trial period. If you do not cancel before the trial ends, your chosen subscription plan will begin and your card will be charged. You may cancel at any time during the trial without being charged.

One free trial per parent account. Free trials are available for the first child only.

5. Subscription and Payment

Subscriptions are billed monthly or annually depending on the plan selected.
All prices are in Singapore Dollars (SGD) and inclusive of applicable GST.
Payments are processed securely through Stripe. We do not store your card details.
Subscriptions renew automatically unless cancelled before the renewal date.
Annual subscriptions are billed as a single upfront payment.

6. Cancellation and Refunds

You may cancel your subscription at any time through your account settings or by emailing hello@penpal.sg. Cancellation takes effect at the end of the current billing period. We do not provide pro-rated refunds for partial billing periods unless a refund is granted under the 3-Month Guarantee (see Section 7).

7. The 3-Month Grade Improvement Guarantee

We are confident in the results PenPal delivers. If your child uses PenPal consistently over 3 months and their school composition grade does not improve, we will refund the subscription fees paid for those 3 months in full.

Eligibility conditions

All of the following must be met to qualify for a refund under the Guarantee:

Minimum submissions. At least 12 compositions must be submitted and fully completed during the 3 consecutive paid months.
Consistent spread. A minimum of 3 compositions must be submitted in each of the 3 months. Submissions cannot be concentrated in a single month. Submitting 12 in one month and none in the others does not qualify.
Unique topics. Each submitted composition must be based on a different question or topic. Resubmissions of the same question do not count towards the 12.
Feedback engagement. The AI feedback must be opened and viewed after each submission. Submitting without reading feedback does not count.
Grade evidence. You must provide a composition grade or score issued by the same school teacher before and after the 3-month period. Screenshots or photographs of marked scripts or report books are accepted.
Claim window. The refund claim must be submitted within 30 days of the end of the 3rd paid month.
One claim per family. The Guarantee may only be claimed once per parent account.

How to claim

Email hello@penpal.sg with the subject line "Guarantee Claim". Include your account email, the grade evidence, and the submission dates. We will review and respond within 5 business days.

We reserve the right to verify eligibility using your account activity before processing a refund. Refunds are returned to the original payment method within 10 business days of approval.

8. Acceptable Use

You agree not to:

Use the Service for any unlawful purpose or in violation of these Terms.
Attempt to reverse-engineer, copy, or reproduce any part of the Service or its AI marking system.
Share your account with others or resell access to the Service.
Submit content that is offensive, harmful, or inappropriate.
Use automated tools to interact with the Service.

9. Intellectual Property

All content, software, branding, and AI systems within PenPal are the intellectual property of PenPal Education Pte. Ltd. and may not be reproduced without written permission. Compositions submitted by students remain the intellectual property of the student, but you grant us a limited licence to process them for the purpose of delivering the Service.

10. Disclaimer and Limitation of Liability

The Service is provided on an "as is" basis. While our AI marking is calibrated to Singapore primary school standards, it is a practice tool and not a substitute for teacher feedback or professional tutoring. We do not guarantee any specific grade improvement outside of the 3-Month Guarantee conditions above.

To the fullest extent permitted by law, PenPal Education Pte. Ltd. shall not be liable for any indirect, incidental, or consequential loss arising from your use of the Service.

11. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email. Continued use of the Service after changes take effect constitutes your acceptance of the updated Terms.

12. Governing Law

These Terms are governed by the laws of Singapore. Any disputes arising shall be subject to the exclusive jurisdiction of the Singapore courts.

13. Contact

For any questions about these Terms, please contact us at hello@penpal.sg.