1. The guarantee
If the product is not what you expected, you can have your money back — the whole amount, no restocking fee, no questions you have to justify — provided both of the following are true when you ask:
- no more than 7 calendar days have passed since you activated the purchase; and
- you have attempted no more than 50 questions across the subscription.
The clock runs from activation, not from payment. A confirmed payment puts days in your account and starts nothing — the receipt says so, and it is true. So a purchase sitting unactivated in your account has not begun its 7 days, however long ago you paid for it, and it remains refundable in full. The guarantee cannot expire before you have had the chance to use the thing it covers.
The two conditions exist to separate “this is not for me” from “I have finished with it”. Fifty questions is far more than anyone needs to judge whether the bank suits them, and well short of a study block.
A question counts as attempted when an answer is submitted. Opening a question, reading it, and moving on without answering does not count against the fifty.
2. How to request one
- Contact us through our contact form from the email address on the account.
- Include the transaction hash of the payment, or the date and amount.
- Give us the TRC-20 address the refund should be sent to. It does not have to be the address you paid from, but it must be one you control.
- Tell us briefly what went wrong. This is genuinely optional and never a condition of the refund — it is how we find out what to fix.
We respond within 2 business days with an approval or a question. Approved refunds are sent within 5 business days of approval.
3. How a crypto refund is actually paid
A confirmed on-chain transfer cannot be reversed by anyone, including us. So a refund is not a reversal — it is a new transfer from our wallet to yours. That has a few practical consequences:
- We need an address from you. We cannot “send it back the way it came” automatically, and we will not guess at an address from the transaction.
- Network fees come out of the refund. On TRC-20 these are typically under a dollar. We do not add a fee of our own.
- We refund in the asset you paid in — USDT TRC-20 in essentially all cases.
- The amount is the dollar amount you paid. Exchange-rate movement between purchase and refund is not adjusted for in either direction.
- Check the address twice. A refund sent to an address you mistyped is gone, and we cannot issue it a second time.
4. When a refund is not available
Outside the discretionary cases in section 5, we do not refund where:
- more than 7 days have passed since the purchase was activated;
- more than 50 questions have been attempted on the subscription;
- the account was terminated for cause under the Acceptable Use Policy — in particular for credential sharing or content extraction;
- the same subscription has already been refunded once;
- the request comes from someone other than the account holder.
5. Refunds we give at our discretion
The rules above are the floor, not the ceiling. Outside them we will still consider a full or partial refund, and in practice we usually grant one, where:
- The service failed
- A sustained outage during your window. Under the Terms an outage of more than 72 consecutive hours entitles you to a pro-rata refund or an equivalent extension, at your choice — that one is a commitment rather than a discretion.
- The content was materially wrong
- If you can show a systematic content-quality problem in the track you bought, we will fix it and discuss the subscription with you.
- You bought the wrong thing
- Wrong track, wrong duration, duplicate purchase. Tell us before you activate it, or within 7 days of activating it, and we will refund and re-issue rather than hold you to the mistake.
- Something serious happened
- Illness, bereavement, deployment, a licence body cancelling your exam. Write to us. We handle these case by case and we do not ask for documentation we do not need.
- You are declining a change to the Terms
- If we make a material change to the Terms and you tell us within the 14-day notice period that you do not accept it, the unused remainder of your window is refunded pro rata.
6. Long-term plans
The same 7-day, 50-question guarantee applies to a two-year plan exactly as it does to a 30-day one. Length does not change the window in which you can change your mind.
After the guarantee expires, a partial refund on a long window is a discretionary case under section 5. Where we grant one, it is calculated pro rata on the days remaining, priced at the rate of the plan you would have needed for the days you actually used — so a year-long plan abandoned after four months is not refunded as if you had been paying the discounted annual rate for those four months.
7. There is nothing to cancel
Subscriptions do not auto-renew and we hold no payment method, so “cancelling” is not a thing you need to do. A window you do not want to continue simply ends. See the Subscription & Billing Terms.
8. Your statutory rights
Some countries give consumers a statutory right to withdraw from a distance contract that is broader than this policy. Where that is the case, the statutory right applies and this policy does not reduce it. Nothing here is intended to displace a right you hold under your own consumer law.
9. Contact
All refund requests go through our contact form. If we say no, we will tell you which condition was not met, and you are welcome to come back with more context.