The short version
We refund a payment that did not buy what it was supposed to. We do not refund a plan because it was not used.
When we refund
- The payment was approved but access never arrived. Our problem, and a full refund. - You were charged twice for the same period. The duplicate is refunded in full. - A grading run failed. The credit returns to your balance automatically — you do not need to ask, and this is not a cash refund. - You paid, and the transfer was rejected in review by mistake. Send us the transaction reference and we will either approve it or refund it.
When we do not
- The plan ran and you did not use it. - You disagree with a score. Scores are estimates and the page says so; a disagreement is not a defect. - The period has ended.
How to ask
Reply to the email that confirmed your payment, or write to us from the address on your account, with the transaction reference. We answer within two business days.
How long it takes
Refunds are sent back to the wallet or account the payment came from, and take as long as that provider takes — usually a few days for a mobile money transfer.