Refund and Cancellation Policy

1. Digital Educational Service

PenPTE provides digital educational software and online test practice tools. Our products are delivered electronically upon payment confirmation. We do not sell physical goods, and no physical shipping, delivery, return, or exchange processes apply.

2. 7-Day Unused Package Refund Window

You may request a refund within 7 calendar days of purchase strictly when your paid package remains completely unused.

A paid package is considered used once a paid mock credit, AI evaluation, or equivalent paid entitlement has been consumed on your account. Purchases are final and non-refundable once activated and used.

3. Eligible Circumstances for Review

Outside the unused package window, a refund, credit reversal, or account adjustment remains separately eligible under the following specific circumstances:

• Duplicate Payment: You were billed twice for the same plan order due to a payment gateway processing duplicate.
• Access Not Activated: Payment was successfully processed and confirmed via Safepay, but account access was not activated within a reasonable timeframe and technical support could not resolve the activation issue.
• Verified System Failure: A verified technical fault on PenPTE prevented paid feature use entirely, and PenPTE was unable to resolve the issue within a reasonable period after notification.
• Statutory Consumer Rights: A refund is required under applicable mandatory consumer protection laws that cannot be lawfully excluded.

4. Non-Refundable Circumstances

Refunds are not granted in the following situations:

• Any package where mock test credits, AI evaluations, or paid entitlements have already been consumed.
• Dissatisfaction with automated practice score estimates or feedback metrics.
• Failure to achieve a target score on an official Pearson PTE Academic exam.
• Change of mind after starting test practice or using account features.
• Unused time remaining at the expiration of a valid subscription period.
• Account suspension resulting from a violation of our Acceptable Use rules.

5. Package Cancellation

PenPTE packages are non-recurring fixed access plans or credit bundles. You will not be billed automatically at the end of your package duration. You may discontinue using your account at any time without incurring recurring charges.

6. How to Submit a Request

To submit a refund request, email our payments team:

• Email: payments@penpte.com or support@penpte.com
• Phone and WhatsApp: +92 309 2666954
• Subject line: Refund Request (Order Reference Number)

Please include your registered account email, Safepay transaction reference, date of purchase, and a description of your request.

7. Response and Refund Processing Timelines

Our support team reviews refund requests within 2 business days of receipt.

If approved, refunds are issued back to the original payment method used during checkout via Safepay. Refund processing by PenPTE is completed within approximately 5 to 7 business days following approval.

Processing times for funds to reflect in your card or bank account depend on your payment provider and financial institution.

8. Consumer Rights

Nothing in this policy limits or excludes statutory consumer rights that cannot lawfully be excluded under applicable law. Mandatory consumer rights in your jurisdiction remain unaffected.

9. Contact Information

For questions regarding refunds or payment verification, contact our payments team:

• General inquiries: hello@penpte.com
• General support: support@penpte.com
• Phone and WhatsApp: +92 309 2666954
• Business address: H 968, Street 45, Phase 7, Bahria Town, Rawalpindi, Pakistan
• Billing and refunds: payments@penpte.com