When you can get your money back, and when we reset your interview instead.
All certificate purchases are one-time payments. There is no subscription and nothing renews.
Full refund for any purchased check you have not started. A check has started when the skills interview first interview question is shown to you, when you have submitted ID or work authorization documents, or when we have contacted at least one of your references. For the Complete bundle, unstarted checks are refunded in proportion to their individual prices, based on what you actually paid.
No refund once a check has started, whether or not a certificate is issued. We do not guarantee that you will pass any check. A check that has started is not refunded because of its result, including when your interview does not meet the certification standard, your ID or work authorization cannot be confirmed (for example, documents that are expired, unreadable, or do not match you), or your references do not respond or do not confirm your details. These are results of the check, not technical failures.
Technical failures on our side: if our systems fail technically and stop any check from being completed or scored (for example, the session crashes, your answers are not recorded, a verification cannot be processed because of an error on our side, or the result fails to generate), contact support and we will refund that check. If you prefer, we can instead reset it so you can take it again at no cost. Problems with your own device, browser, or internet connection are not technical failures on our side, but you can still ask for a reset as described below.
Accessibility: if you need an accommodation, or an accessibility problem with our service prevents you from completing a check, contact us before or after you start and we will treat it as a problem on our side.
Other reasons: if you are not satisfied with your interview for another reason, you can ask support for a reset. We review these requests individually and may approve or decline them.
A reset gives you a new attempt instead of a refund. The result of your new attempt replaces the earlier one; if your earlier attempt earned a certificate, the reset withdraws it. We keep a copy of the earlier attempt for support, security, and audit purposes.
Email [email protected] from the email address on your account. Tell us whether you want a refund or a reset, and why.
Approved refunds go back to your original payment method. They usually appear within 5–10 business days, depending on your bank or card issuer.
This policy does not limit any refund or cancellation right you have under applicable law.
Our team is here to help with any refund or reset questions.