Refund, Cancellation, Service & Shipping Policy

How your access is delivered

There is no shipping. When your payment is confirmed by our payment processor, your plan is activated on the account you paid from and everything it includes is available immediately — normally within a few seconds, and in all cases within 30 minutes.

• Access is granted to the account that made the purchase. It is not transferable and cannot be shared between students.
• Your access period starts the moment the plan is activated, not on the day you first use it.
• You will see the plan and its expiry date on your dashboard as soon as it is active.

If you have paid and your access has not appeared within 30 minutes, email admin@prepwyn.com with the payment reference shown on your confirmation screen. We will either activate the plan or refund you in full.

When we refund

We refund in full, without argument, in these situations:

• You were charged and never received access, and we cannot activate it for you.
• You were charged more than once for the same plan — we refund the duplicates.
• The service was substantially unavailable for a prolonged period during your access window.
• You were charged in error by us.

Beyond those cases, you may request a refund within 7 days of purchase, provided you have not substantially consumed the service. We treat completing more than two full mock tests, or requesting AI scoring more than five times, as substantial use. This is because our AI scoring costs are incurred per submission and cannot be recovered once a report has been produced for you.

When we do not refund

• Change of mind after substantial use, as described above.
• An access period that has expired unused. Your plan runs for a fixed number of days from activation, and we cannot pause or extend it retrospectively.
• Dissatisfaction with a band score. Our AI scoring is an estimate produced by a model, not an official IELTS or PTE result, and a score you disagree with is not a service failure. Contact us anyway — if we find a genuine fault we will put it right.
• Any test you sit with the official test providers. We are not affiliated with them and have no involvement in your official result or its fees.

How to request a refund

Email admin@prepwyn.com from the address on your Prepwyn account, quoting the payment reference from your confirmation screen and the reason for the request. You do not need to explain yourself at length.

• We acknowledge every request within 2 working days.
• We decide within 7 working days and tell you the outcome and the reason for it.
• Approved refunds are returned to the original payment method. We cannot send a refund anywhere else.
• Your bank or card issuer then takes its own time to post the money — typically 5 to 10 working days, and outside our control.

Cancelling

There is nothing to cancel. Prepwyn plans are one-off purchases for a fixed access period — they do not renew, and no further payment is ever taken automatically. When the period ends, access simply stops.

If you disagree with our decision

Reply to us first and say so; most disputes are a misunderstanding about what was purchased and we would rather fix it directly than have you raise a chargeback. If we still cannot agree, you retain whatever rights you have under the consumer protection law that applies to you, and you may raise the matter with your card issuer or bank.