Refund Policy

Paid plans

If you cancel a paid plan, it stays active until the end of the billing period you have paid for and will not renew after that. Payments for periods that have already started are generally non-refundable, except as described below.

Purchased tests

Tests are digital content. Once a purchased test has been delivered to your organization's library, the purchase is generally non-refundable, except as described below.

When we will consider a refund

• You were charged twice or charged the wrong amount.
• You were charged after cancelling.
• A technical fault on our side stopped you from using what you paid for, and we could not fix it within a reasonable time.
• What you received was materially different from how it was described.

Fees paid to your institute

If you paid an institute or teacher for a course or exam, that payment is between you and them. Please ask them about refunds, since their own policy applies.

How to request a refund

Reach us through our contact page with your account email, the date of the charge, the transaction reference and the reason for your request. We aim to acknowledge requests within 3 business days.

How refunds are paid

Approved refunds go back to your original payment method where possible. The time it takes to appear depends on your bank or payment provider.

Chargebacks

Please contact us first so we can try to resolve the problem. We may restrict access to paid features while a chargeback is being reviewed.