Refund and Dispute Policy

Last Updated: 12.12.2024

1. Introduction
This Refund and Dispute Policy (the “Policy”) outlines the terms and conditions under which subscribers (“Users,” “you,” or “your”) of the wiseprep.info exam preparation application (the “Service,” “we,” “us,” or “our”) may seek refunds, raise disputes, or otherwise request financial adjustments. By using the Service, you acknowledge that you have read, understood, and agreed to be bound by this Policy as well as our general Terms of Service. If you do not agree, you should discontinue use of the Service immediately.

2. Eligibility for Refund
2.1 General Subscription Fees

• Standard subscriptions, including monthly, quarterly, or annual plans, are generally non-refundable once the billing cycle has commenced. This includes situations where a User no longer requires the Service, found alternative study resources, or simply wishes to cancel mid-term.
• We strongly encourage all Users to take advantage of any free trial periods or sample content offered before committing to a paid subscription. Once a subscription fee is charged, it is not subject to a “no-questions-asked” refund, except as outlined in this Policy.

2.2 Pass Guarantee Refund
We offer a Pass Guarantee Refund to subscribers who meet all of the following criteria:

• Completion Threshold: The User must have successfully completed at least 90% of the total available practice questions and simulation tests within the Service, as recorded by our internal usage metrics.
• Score Requirement: The User must maintain at least a 90% average score across all practice tests and quizzes available in the subscription plan. This score is determined based on the Service’s internal scoring system, which tracks each attempt, correct answer, and final test scores.
• Time Frame of Study: The User must have maintained an active subscription and consistent study pattern for at least 30 days prior to their official exam date. Consistency is determined by regular logins, test completions, and study activities logged in our system.
• Real Exam Attempt: The User must have taken the official exam for which they have been preparing through wiseprep.info’s content.
• Documented Exam Failure: The User must provide official, verifiable documentation of failing to pass the corresponding official exam. Acceptable forms of proof include:
  a. Official test score report from the relevant exam board or certifying authority, displaying the date, your name, and the failing result.
  b. Correspondence from the exam board confirming your failure, including exam details.
• Submission Within Stated Deadline: The refund request, along with all required documentation, must be submitted to us within 30 days of receiving the official failing result.

3. Conditions and Restrictions on the Pass Guarantee Refund
3.1 One-Time Use
Each User is only eligible for the Pass Guarantee Refund once per specific exam type or level. After one successful refund claim for a particular exam, you are not eligible for subsequent refunds related to the same exam category.

3.2 Verification Process
We reserve the right to verify the authenticity of the provided documentation and examine the User’s study history in the app. This includes, but is not limited to, verifying the User’s completion rates, scores, and frequency of study sessions. Any attempt to falsify or manipulate data, or present fraudulent documents, will result in disqualification from the refund policy and potential suspension or termination of your account.

3.3 Refund Calculation and Method
The Pass Guarantee Refund will be limited to the subscription fees that correspond to the period of study leading up to the exam date. No interest, penalties, or other charges will be refunded. All refunds will be issued in the same form of payment originally used, unless otherwise agreed upon in writing.

4. Refund Process and Timeline
4.1 How to Request a Refund
To initiate a refund request, you must:

• Contact our Support Team via the designated “Contact Us” page on our website or within the app.
• Provide your full name, account email, the specific exam you registered for, and the date you took the exam.
• Attach official documentation of the failing result.
• Include any additional details that may help us expedite the verification process.

4.2 Review Period
Upon receiving your refund request and all required documentation, we will begin our review. This process may take up to 15 business days, during which we may contact you for additional information or clarification.

4.3 Decision and Processing
If your refund request is approved, we will process the refund within 10 business days of the approval date. You will receive a confirmation email once the refund is issued. If your request is denied, we will provide a written explanation of the decision, and you may choose to escalate as outlined below.

5. Dispute Resolution
5.1 Initial Resolution Attempts
If you are dissatisfied with a decision regarding your refund request, we encourage you to reply directly to the decision email with any additional evidence or clarifications. In many cases, providing more details can resolve misunderstandings.

5.2 Formal Dispute Submission
If you believe we have not acted fairly or in accordance with this Policy, you may submit a formal dispute to our Support Team with the subject line “Formal Dispute – Refund Decision.” Include your account information, the reason for dispute, and any new or previously unconsidered evidence.

5.3 Escalation to Management
Disputes that cannot be resolved amicably at the support level will be escalated to our Management Team. This review process may take an additional 10-15 business days. Management’s decision is final.

5.4 Third-Party Mediation
We may, at our sole discretion, agree to engage a neutral third-party mediator to review the dispute. Any fees for such mediation will be at our discretion and may be shared or waived, depending on the circumstances.

6. Limitations of Liability
Under no circumstances will we be liable for any indirect, incidental, special, consequential, or punitive damages that may arise from, or relate to, your use of the Service or any refund decision made under this Policy. Our liability, in any case, will be strictly limited to the amount you have paid us for the subscription in question.

7. Changes to This Policy
We reserve the right to modify, amend, or update this Policy at any time and without prior notice. All changes will be effective immediately upon posting the updated Policy on our website. It is your responsibility to review the Policy periodically. Your continued use of the Service after any changes have been made constitutes acceptance of those changes.

8. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the jurisdiction in which wiseprep.info operates. By using the Service, you agree to submit to the exclusive jurisdiction of the courts located in that jurisdiction for any disputes arising out of or relating to this Policy.

9. Contact Information
If you have any questions or concerns about this Policy, please contact us at:

• Email: [[email protected]]

10. Acceptance of Terms
By subscribing to the wiseprep.info exam preparation app and utilizing our Pass Guarantee feature, you acknowledge that you have read, understood, and agree to this Refund and Dispute Policy. If you do not agree, please discontinue use immediately.