1. Before an attempt is started

If you have purchased a mock attempt but have not yet started or consumed it, you may contact us if there is a genuine problem with your purchase or access.

We will review the circumstances and may resolve the issue through restoration of access, replacement of the attempt, account credit or a refund where appropriate.

2. After an attempt has been started

Because our mock exams are digital products that provide access to test content immediately upon starting, purchases are generally not refundable after the corresponding attempt has been started or consumed.

This does not prevent us from assisting where a verified technical failure on our platform prevented reasonable use of the purchased attempt.

3. Situations we will review

Please contact us if any of the following occurs:

• You were charged more than once for the same intended purchase.
• Your payment was successfully completed but no mock attempt was added to the correct account.
• A technical failure attributable to our platform prevented you from accessing or reasonably completing the purchased mock.
• An incorrect charge appears to have been created by our checkout or payment system.

Depending on the circumstances, we may restore the attempt, provide a replacement attempt, correct the account balance or issue a refund.

4. Situations that normally do not qualify for a refund

Refunds are generally not provided because:

• You received a lower score than expected.
• You found the questions difficult.
• You changed your mind after starting the mock.
• You intentionally closed or abandoned an attempt after starting it.
• You used an incorrect answer, misunderstood a question or were dissatisfied with your personal performance.
• Your own internet connection, device, browser, battery or local network caused an interruption outside our reasonable control.

However, if you believe unusual circumstances apply, you may still contact us and we will review the issue.

5. Technical problems during a mock

If a significant platform-side technical problem prevents completion of a paid mock, contact us as soon as reasonably possible.

Please provide enough information for us to investigate the issue, including your account email, order number, approximate time of the problem and, where possible, a screenshot or description of what occurred.

When we can reasonably verify that the problem originated from our platform, our preferred remedy may be to restore or replace the affected mock attempt rather than issue a cash refund.

6. Duplicate payments

If you are accidentally charged multiple times for the same intended transaction, contact us with the relevant order or transaction information.

Verified duplicate charges will be reviewed and corrected where appropriate.

7. Refund processing

If a refund is approved, we will initiate it using an available appropriate payment method. The time required for funds to appear in your account may depend on the payment provider, bank, mobile wallet or other financial institution involved.

We cannot control processing times imposed by third-party payment providers after a refund has been initiated.

8. Payment disputes and chargebacks

If you believe a payment is incorrect, we encourage you to contact us first so that we have an opportunity to investigate and resolve the issue.

Fraudulent, abusive or intentionally misleading payment disputes may result in restriction of the associated account where permitted by applicable law.

9. Your legal rights

Nothing in this Refund Policy is intended to remove or limit any consumer rights or remedies that cannot legally be excluded under applicable law.

Where applicable law gives you rights that are more favorable than a provision of this policy, those legal rights will apply.