Cancellation and refund policy

1. Scope

This policy applies to Prepstore digital packages, tests, practice sets and study materials. Because access may begin immediately after verified payment, eligibility depends on payment status, delivery, use and the reason for the request. Nothing here limits a mandatory consumer remedy.

2. Before payment

You may remove a package from the cart or leave checkout before payment completes. No cancellation request is needed for an unpaid or abandoned order, and it does not provide package access.

3. After successful payment

After payment is verified and digital access is activated, an order cannot ordinarily be cancelled solely because you changed your mind, selected the wrong package without a Prepstore error, did not use it, no longer plan to take the exam, did not achieve an expected result, or found a later discount. Eligible cases below will still be reviewed fairly.

4. Refund-eligible cases

A full or appropriate partial refund may be approved in the following cases.

• The same intended order was successfully charged more than once
• Payment was captured but no order or package access was created
• Prepstore delivered a materially different package from the one purchased
• The package was materially misrepresented on its purchase page
• A Prepstore-controlled technical failure prevents meaningful use and cannot be fixed in a reasonable period
• The package was withdrawn before access could be delivered
• Applicable law requires a refund or other remedy

5. Cases normally not eligible

Subject to non-excludable rights, a refund is normally unavailable where a substantial portion was viewed, downloaded or copied; a test was substantially attempted; the issue is a change of mind or a user's device, internet or third-party software; official exam information changed; a result was expected; access was restricted after verified fraud, sharing or piracy; or the package matched its pre-purchase description.

6. Request window

Submit a request within 7 calendar days of successful payment or discovery of the relevant delivery or payment problem. Duplicate charges, unauthorised transactions and matters governed by mandatory law or payment-network rules may be considered outside this period.

7. How to request

Use Prepstore Support or email us with your registered name and email, order ID, package, purchase date, reason, payment reference and relevant evidence. Never send a password, OTP, UPI PIN, CVV or full card information.

8. Review and decision

We may review payment and order status, activation, test attempts, content access, downloads, support history and relevant technical logs. A request does not guarantee approval. We aim to communicate a decision within 7 business days after receiving the necessary information.

9. Approved refunds

Approved refunds are ordinarily initiated to the original payment method within 5–7 business days after approval. A bank, UPI provider or gateway may take additional time to display the credit. We will provide an available refund reference if needed. A fee or statutory charge is deducted only where legally permitted and clearly applicable.

10. Failed or pending payments

If money is debited but Prepstore has not received successful confirmation, the payment may be automatically reversed. Avoid repeated payments until you check order status. Contact support if access is not activated or reversal does not appear within the provider's expected timeline.

11. Duplicate payments

When two successful payments are verified for the same intended order, the duplicate payment will be refunded to its original method unless the user intentionally purchased separate licences or packages.

12. Alternative remedies

With your agreement, we may offer repair, correct or replacement access, a validity extension or account credit. An alternative will not be imposed where applicable law requires a monetary refund.

13. No automatic renewal

Packages do not automatically renew unless recurring billing is expressly shown at checkout and separately authorised by you.

14. Chargebacks

Contacting support first may resolve an issue faster, but does not restrict your lawful right to contact your bank or payment provider. A knowingly false or fraudulent chargeback may lead to account restriction or recovery action as permitted by law.

15. Contact and grievance escalation

For refund support or a formal consumer grievance, use the verified channels below.