Refund Policy
Last updated: July 5, 2026
Overview
This policy explains when a package purchase can be refunded. We review requests in good faith and aim to resolve genuine issues fairly while protecting the service from abuse.
Building your story assets is free and never affects your refund eligibility — only credit usage does.
When a Full Refund Is Available
You can request a full refund at any time within your package's validity period as long as you have NOT used any credits from that package.
Because generating answers incurs real AI costs, once ANY credits from a package have been consumed — whether by unlocking whole-quarter generation or by regenerating a single answer — the package is non-refundable as a whole, including any remaining unused credits.
If Something Goes Wrong on Our Side
If a technical failure on our side causes a generation to fail or credits to be lost incorrectly, we will restore the affected credits or otherwise make it right based on the actual issue.
This does not apply to answers that were successfully generated and delivered, even if you decide not to use them.
Usually Not Eligible for a Refund
- any package in which at least one credit has been used
- remaining unused credits within a package that has already been partly used
- answers that were successfully generated but that you simply dislike
- usage caused by sharing your login with others
- requests based only on your real exam score or outcome
- expired credits or packages past their validity period, unless required by law
How to Request a Refund
- Send your request from the email address associated with your account.
- Include your account email and the order or transaction reference, if available.
- Tell us the purchase date and which package it was.
- Add a short explanation of the issue, with screenshots or error messages if useful.
Review Timeline and Chargebacks
We usually aim to review straightforward cases within 5 to 10 business days. After a refund is approved, payment-provider processing times may vary.
Please do not submit duplicate requests for the same issue during review. Please contact us before initiating a chargeback — chargebacks can delay resolution and may result in account restrictions while the dispute is reviewed.
Consumer-protection rights that apply in your jurisdiction are always honored.
Changes to This Policy
We may update this Refund Policy from time to time. The current version is always posted on this page.
Contact
Support Email: hello@ieltsspeakingprep.com.