Refund Policy

1. The eligibility rule

A purchase is eligible for a refund only if you have not started a self-test and have not started an attempt on any test paper since making that purchase.

In other words: once you begin a self-test, or begin an attempt on any paper — whether or not you finish it, and whether or not you submit it — that purchase is treated as used, and is no longer eligible for a refund. This applies to the plan or top-up as a whole, not question-by-question: starting a single attempt uses the purchase, it doesn't partially use it.

This is the only eligibility test we apply. We don't require a specific reason, and we don't apply a separate time limit on top of it — if no self-test or attempt has been started, you can request a refund; if one has, you can't.

2. Top-ups and multi-item purchases

If your purchase included more than one thing (for example, a subscription plus a top-up pack), the same rule applies per item: a top-up you haven't drawn a test or self-test from yet is still eligible, even if another item from the same order isn't.

3. How to request a refund

Contact us via the form on our homepage with your account email and the purchase you'd like refunded. Refunds are reviewed and processed manually by our team, who will confirm eligibility under section 1 before approving it.

4. Full and partial refunds

An eligible purchase can be refunded in full, or in part if only part of it needs reversing (for example, one item of a multi-item order). Either way, a refund doesn't automatically end your subscription access — if you'd also like access revoked, say so explicitly in your request.

5. Institute (B2B) purchases

Bulk or institute-level purchases may be governed by a separate commercial agreement, which takes precedence over this policy where the two differ.

6. Processing time

Approved refunds are issued to your original payment method and typically reflect within your bank's standard processing window.

7. Contact

Questions about this policy can be sent via the contact form on our homepage.