Summary
We want you to be happy with what you buy. Because our extras are digital services, refunds follow the rules below.
AI practice balance
- You top up your balance before using AI practice (speaking sessions, writing feedback, Band 8 rewrites).
- Each session is charged only after the feedback has arrived, based on what the AI actually cost. If marking fails or nothing is marked, nothing is charged.
- Unused balance: you can ask for a refund of a top-up you have not used at all within 7 days of payment.
- Balance that has been used, or gifted by GAC, is not refundable.
Unused credits
If you have not used a credit you bought (for example an extra full mock test), you can ask for a refund within 7 days of payment. We refund the amount to the original payment method through SSLCommerz. Gateway processing time depends on your bank or mobile wallet.
Used credits
A credit counts as used once a mock test has been started or an essay has been submitted for feedback. Used credits are not refundable, except in the cases below.
When we always refund or replace
- You were charged but no credit or balance appeared on your account.
- You were charged twice for the same order.
- A technical fault on our side stopped you from completing a paid mock test — we will restore the credit or refund you.
How to ask
Contact us with your registered email and the transaction ID shown on your payment receipt. We reply within 3 working days.