Refund policy

The short version

• You can ask for a refund of a pack's unused credits for 30 days after you bought it.
• You get back your share of what you paid: unused credits ÷ 20 × what you paid for the pack, sales tax included, rounded down to the cent.
• The free first mock has no refund, because you didn't pay for it.

An example

You paid US$29.99 with no sales tax and used 5 of the 20 credits. The other 15 are unused, so your refund is 15 ÷ 20 × US$29.99, which is US$22.49. If you paid US$33.89 with sales tax, it is US$25.41.

How to ask

Open your Account page, find the purchase and tap the refund button. It shows the amount first. You can do this even if you haven't accepted a newer version of our terms.

That pack's unused credits leave your balance as soon as you ask, so the amount can't change while we look at it. We check every request by hand, and your Account page shows where it has got to. If we approve it, the money goes back the way you paid, and how long it takes to appear depends on your bank. If we don't, the credits come back.

If you started a mock recently and it hasn't used a credit yet, finish it, or ask again when its time is up. We can't count your unused credits while it might still be running.

Which credits count as used

A mock takes the free credit first, then your oldest pack. So if you bought two packs, the first one runs out first, and the newer one, which has longer left to refund, stays whole for longer.

A mock uses one credit once it has run for 5 minutes or reaches its debrief, whichever comes first. If you stop before then, it costs nothing. If our AI or speech recognition fails, the credit comes back by itself.

When something fails on our side

You don't need to ask if our AI or speech recognition fails during a mock or while grading it: the credit comes back by itself. Once a mock has its debrief, its credit stays used. If anything else goes wrong on our side, write to us.

After 30 days

A pack's credits stay in your account but can't be refunded under this policy.

If your money comes back another way

The merchant of record's support team can refund you directly, and you can dispute a charge with your bank. If that happens, we remove the credits that money paid for, as many as are left. Any refund you've asked for on that pack closes.

Deleting your account

Deleting your account removes your unused credits, so ask for any refund first. A refund you have already asked for stays open and is still paid.

If you stop using your account

Paid credits never expire. An account unused for 12 months loses what's in it, as the privacy policy explains, but it keeps its paid credits, and you can use them when you come back. This doesn't extend the time to ask for a refund, which still runs from the day you bought them.

Your rights

Nothing here takes away a right you have under consumer law where you are, or under the merchant of record's own terms.

Contact

EZ Life Solutions Corp.

Email: hello@ezlifesolutions.ca.