Refund policy

The short version

Practice tests, question banks and AI Tutor time are digital content. You can ask for a refund of a digital product you have not used within 14 days of the payment date. A product counts as used once any practice test in the pack has been started, any question in a paid section of the question bank has been opened, or any second of AI Tutor time has been used; a used product is not refunded.

What counts as starting a test

A test is started the moment you pass the instructions page and the first section opens. At that point the questions have been served to your browser, and there is no way to un-deliver them. Opening the product page, or reading what is in a test, does not count as starting it.

AI Tutor time

AI Tutor minutes are added to your account the moment the payment goes through, and you confirm before paying that you want them straight away. Minutes you do not use stay on your account and carry over to your next practice test.

Why digital content works this way

Consumer law in many countries gives you 14 days to cancel an online purchase, but allows that right to end once delivery of digital content has begun with your agreement. We apply the 14 days in full until you start using the product: for a practice test, the moment you start it; for a question bank, the moment you open a question in a paid section.

This is also why we give away a complete free diagnostic for every exam. It is the same engine, the same standard and the same report, so you can judge the product properly before paying rather than relying on a refund as a trial.

When we refund outside those rules

We will refund a started test, or extend your access instead if you prefer, where:

• the test was not usable for a sustained period during your access window because of a fault on our side;
• the test as delivered was materially different from what the product page described;
• you were charged twice for the same purchase, or charged for something you did not buy.

We do not refund because a practice score was lower than hoped, or because a real examination did not go as planned. A practice test measures; it does not promise.

How to ask

Write to us through the contact page from the email address on the account, with the receipt reference from your Stripe confirmation and which test or tests you mean. You do not have to give a reason within the 14-day window.

How the money comes back

Approved refunds are returned to the original payment method, in US dollars, through Stripe. We process them within 5 working days of approving the request; how quickly the amount appears then depends on your bank, typically 5 to 10 working days.

If your bank converted the original charge into another currency, the amount that lands may differ slightly from the amount that left, because the exchange rate on the refund date is your bank’s, not ours. We refund the full US dollar amount charged.

What happens to access

When a refund is issued, access to the refunded tests ends. Any attempt you had already made on a refunded test, and the report from it, is removed with the access. Tests you keep are unaffected.

Written and reviewed by the NewEducare editorial team · Last updated 13 October 2026