Refund Policy

We would rather refund you than keep money you feel you did not get value for. This page says exactly when we do.

1. What you are buying

A subscription gives access to the platform for a stated period. It does not buy a score, a place in an examination, or a result.

2. Fourteen days, no reason needed

If you change your mind within 14 days of paying, write to us and we will refund you in full. You do not have to explain, and using the service in that window does not forfeit the refund.

3. After fourteen days

We refund the unused part of a subscription where:

• the service was unavailable for a prolonged period and you could not practise;
• you were charged twice for the same period, or charged an amount other than the one shown at checkout;
• we closed your account for a reason that was not your doing.

We generally do not refund simply because a subscription went unused, or because a practice score was lower than hoped. Practice scores are estimates and the Terms say so.

4. If a payment went wrong

If money left your account and access did not open, tell us with the payment reference and we will find it. If we cannot match the payment, we refund it. You should not have to chase this: our records are reconciled against the payment provider's, and where they disagree we treat that as our problem to solve.

5. How to ask

Use the contact form in the help centre and include the payment reference from your receipt. There is no form to fill in beyond that.

6. How long it takes

We decide within 5 working days and send the refund the same way you paid. How long it then takes to reach you depends on your provider — a card refund usually appears within 5 to 10 working days; a cash or wallet payment may differ, and we will tell you what to expect when we send it.

7. Cancelling

You can stop a subscription renewing at any time from your settings. Cancelling stops the next payment; it does not end the period you have already paid for, and you keep access until it runs out.