This policy is a working draft pending Daniel's final review.
Refundable
- You paid and the product was never delivered. A full refund.
- A technical failure on our side spoiled the thing you paid for: your recording was lost, your audio was unusable because the test broke, or scoring failed and could not be re run. Full refund, or we run the evaluation again on a fresh attempt, whichever you prefer.
- You were charged twice for the same thing. The duplicate comes back in full.
- You bought a live assessment session and cancelled with at least 24 hours' notice. Full refund, or we move the session to another time at no cost.
- We cancelled or could not attend a live session. Full refund, or a rescheduled session.
Not refundable
- A completed human evaluation, once it has been delivered. Daniel has listened to the recording and written the evaluation by then, so the work is done. This is the main thing to know before you buy.
- An AI evaluation that has already been produced and shown to you. It is delivered within minutes of payment, so there is effectively no window after that.
- A live session missed without notice, or cancelled with less than 24 hours' notice. [To confirm with Daniel: whether a part refund or a single free reschedule applies here].
- A score you disagree with. A band estimate you did not expect is not a failure of delivery. If you think an evaluation contains a genuine error, write to us and we will look at it, and where we got something wrong we will fix or re run it.
Poor audio
If your recording is too quiet, cut off or empty, an evaluation cannot be produced from it. Where the cause was our software, that is a technical failure and is refundable. Where the cause was your microphone, your connection or background noise, we will normally offer a free re run of the same evaluation on a new attempt rather than a cash refund, because the work still has to be done once. Tell us and we will sort it out.
How to request a refund
Email support@takeieltstest.com (placeholder address, pending confirmation) from the address on your account and include:
- The product you bought and the approximate date.
- What went wrong, in a sentence or two.
- Any Stripe receipt reference you have, which makes it quicker to find.
Timing
We aim to answer refund requests within [To confirm with Daniel: refund response time]. Approved refunds go back through Stripe to the card you paid with. Once we issue it, your bank usually takes a further five to ten working days to show it.
Your statutory consumer rights sit on top of this policy and are not reduced by it.