Refund and Cancellation Policy

1. General Rule — Purchases Are Final

All PenPTE plan purchases, mock-test packs, credits, and paid access are final and non-refundable once plan access, benefits, or mock credits have been activated. Activation occurs when PenPTE manually verifies payment and grants account access under the current beta payment model.

2. No Refund for the Following

A refund will not normally be considered for:

• Change of mind or personal preference.
• Failure to use the purchased plan, credits, or access during the subscription period.
• Unused time remaining at the end of a subscription period.
• Partially used access or partially consumed mock credits.
• Activated or consumed mock test credits, regardless of whether mock tests were completed.
• Dissatisfaction with estimated practice scores or automated feedback.
• Failure to achieve a desired PTE Academic result or score.
• Personal schedule changes, travel, or exam rescheduling.
• Purchasing an incorrect plan after beginning to use it.
• Account suspension or termination resulting from a breach of the Terms of Use.

3. Circumstances Eligible for Individual Review

A refund, reversal, or account correction may be considered only where one of the following circumstances applies and is supported by appropriate evidence:

• A duplicate payment was made for the same plan within the same period.
• The amount charged was materially incorrect (for example, a different amount than the stated plan price).
• Payment was received and confirmed by PenPTE but account access was not activated within a reasonable time and the issue could not be resolved.
• A verified technical failure on PenPTE's side prevented paid use entirely, and PenPTE was unable to resolve the failure within a reasonable period after being notified.
• A payment was demonstrably unauthorised, supported by appropriate evidence such as a bank or payment-provider dispute reference.
• Applicable consumer protection law requires a refund or remedy that cannot be excluded by this policy.

PenPTE will assess each eligible request individually. Submitting a request does not guarantee approval.

4. Duplicate or Incorrect Payments

If you believe a duplicate payment was made or that an incorrect amount was charged, please contact support promptly with your transaction reference and payment details. PenPTE will investigate and, where the duplicate or error is confirmed, will process a correction or reversal.

5. Access Not Activated After Payment

If you submitted a valid payment proof and your account access was not activated within a reasonable time (typically 24 hours), please contact support@penpte.com. PenPTE will prioritise resolving the activation. If activation cannot be completed, a correction or refund will be considered.

6. Verified Technical Failures

If a verified technical fault on PenPTE's side prevents you from using the service you paid for, contact support@penpte.com as soon as possible. PenPTE will attempt to resolve the issue promptly. If the fault cannot be resolved within a reasonable period and has prevented meaningful use of the paid service, a refund may be considered. Technical issues attributable to your device, browser, network, or third-party providers are not eligible.

7. Manual-Payment Model

PenPTE currently operates on a manual payment model. Subscriptions do not automatically renew. At the end of a subscription period, no further charges are made. To continue access, a new manual payment must be made.

There is no cancellation action required to prevent automatic charges because automatic renewal does not occur under the current model.

8. Processing Timeframe

Where a refund or correction is approved, PenPTE will aim to process it within approximately 7–10 business daysof approval. The time for funds to reach your account depends on your payment provider and is outside PenPTE's control.

9. How to Submit a Request

To submit a refund or correction request, email support@penpte.com with:

• The email address associated with your PenPTE account.
• Your payment transaction reference or ID.
• A brief description of the issue and the relevant circumstance from Section 3.
• Any supporting evidence (such as a bank statement or payment-provider reference).

PenPTE will respond as promptly as possible. Additional information may be requested.

10. Consumer Rights

Nothing in this policy excludes or limits any refund, cancellation, or other consumer right that cannot lawfully be excluded under applicable law. Mandatory consumer protections in your jurisdiction remain unaffected by the terms of this policy.

11. Changes to This Policy

PenPTE may update this policy as the platform develops, particularly when transitioning to automated payment processing. The effective date at the top of this page will reflect the most recent update.

12. Contact

For refund requests or questions about this policy, contact PenPTE support at support@penpte.com.