Short version: if we failed to deliver, you get your money back. If you received what you paid for and used it, we generally cannot refund it — and this page explains why, so it is not a surprise.
Result-checker vouchers
We refund in full when: your payment succeeded but no voucher was delivered; a voucher we issued was already used or is invalid; or you were charged more than once for the same order.
We cannot refund when: the voucher has been used. A checker PIN cannot be recalled once it has been revealed to you, so a used voucher is spent whatever the result was. This is also why we will not refund because a result was not what you hoped for — the voucher bought you the check, not an outcome.
Report a delivery problem with your order reference and we will resolve it. We hold the order and the payment record; we do not hold, and will never ask for, your result.
Subscriptions and credits
Cancel at any time and you keep access to the end of the period you paid for; we do not pro-rate a part-used month. Unused credits are refundable within 14 days of purchase provided none have been spent. If a tool was unavailable for a sustained period, tell us and we will credit or extend the plan.
Services
Home tuition, admissions assistance and website work are refunded according to the agreement made when you engaged us, which sets out the stages and what is payable at each. As a rule: work not yet started is refundable; work delivered is not. Where a placement or an application did not produce the outcome you wanted, that is not by itself grounds for a refund — we are engaged to do the work properly, not to guarantee a decision that is not ours to make.
How to ask
Use the contact page with your order reference and what went wrong. We aim to acknowledge within two working days and to resolve within seven. Approved refunds go back to the method you paid with; how quickly it appears is then up to your bank or mobile money provider.
Chargebacks
Please talk to us first. A chargeback raised before you have contacted us costs both of us time, and we can usually fix the problem faster than a bank can.