We would rather return your money quickly than make you ask twice. This page says when money comes back, when it does not, and how long it takes.
Everything here sits alongside the Terms of Service.
The short version
If the platform took your money and did not give you what you paid for, you get a refund. If you bought a plan, used it, and simply did not like your band, you do not. Between those two, ask us.
When we refund
You paid and got nothing
Money left your account and access never opened, or opened and then failed. This is our fault and we refund it in full, however long ago it was. You will not be asked to prove it.
The paper was broken
A missing audio file, a question that cannot be answered, an answer key that is wrong, marking that never arrived. If we cannot fix it quickly, we extend your plan or refund the part you could not use.
You paid twice
A double charge from one press of the button, or the same plan bought twice by mistake before anything from the second was used. We return the duplicate. (Buying a plan again on purpose is allowed — it adds its AI evaluations.)
You changed your mind, quickly
Within 48 hours of paying, before you have opened an Advanced paper or used one of the plan's AI evaluations. No reason needed. "Opened" means a paper was started — the clock ran.
When we do not refund
- After 48 hours, unless one of the reasons above applies.
- After you have used it. Once an Advanced paper is opened, or one of the plan's AI evaluations is used, its questions, its answer key and its marking have been delivered — that is the product, and it cannot be handed back.
- Because of the band you got. A low band from an honest mock is the service working. It is the thing you paid to find out.
- Because you did not use it. Days or AI evaluations left over when a plan runs out are not refundable after 48 hours. The date your plan ends is on your My payments page from the day you buy it.
- An AI evaluation a technical problem stopped. It is returned to you as an evaluation, automatically, and an instructor marks that module — you lose nothing, so there is nothing to refund. An evaluation the AI did complete is used, whatever band it gave.
- Because your own device or connection failed. If our platform was working and your internet was not, we will usually re-open the paper for you — write to us — but we do not refund it.
- The free Cambridge papers and free AI evaluations. There is nothing to refund.
How to ask
Email [email protected] from the address on your account, with:
- the email address on the account;
- the date of the payment and the amount;
- the transaction reference from your receipt, or your bKash/Nagad/card reference;
- one line on what went wrong.
We reply within two working days, and we will tell you plainly yes or no, with the reason. If we say no and you think we are wrong, say so — a person reads it, not a rule.
How long it takes
Once we approve it:
| How you paid | When it is back |
|---|---|
| bKash, Nagad, Rocket | 3–7 working days |
| Card (debit or credit) | 7–14 working days |
| Bank transfer | 7–14 working days |
Refunds go back the way they came — to the same wallet or the same card. We cannot send a card refund to bKash, and we cannot pay it to somebody else's number.
The timing belongs to the payment partner and your bank, not to us: we release the refund the day we approve it, and the rest is out of our hands. If it has been longer than fourteen working days, write to us with the reference and we will chase it.
What comes back
The amount you actually paid, in BDT. If you used a discount code, the refund is what you paid, not the price before the discount. We do not deduct a fee.
When we cancel
If we close your account for breaking the Terms of Service — sharing a login, copying papers, reaching another person's account — access ends and there is no refund. We will tell you what happened first, and if it was a mistake on our side we will say so and put it right.
If we withdraw something your plan opens and cannot replace it, we put it right without being asked — by extending your plan, or by refunding the part you could not use.
Contact
Mock Test — Dhaka, Bangladesh [email protected]