Refund Policy

When a refund applies

A refund may apply when we verify a genuine failure on Visa Prepper's side, such as:

• You were charged, but your purchased package or credits were not provided.
• A technical failure prevents you from using a paid feature or receiving the interview report included in your purchase.
• A failed interview or document check incorrectly uses a credit and we cannot restore it or provide the affected service.
• A billing error results in a duplicate or incorrect charge.

We review the affected purchase and service records. Where possible, we first correct the problem, restore access or credits, or provide the missing service. If a verified service failure cannot be resolved within a reasonable time, a full or partial refund applies according to the part of your purchase affected. Verified duplicate or incorrect charges will be corrected.

When we do not offer a refund

Except where applicable law requires otherwise, the following are not grounds for a refund:

• A change of mind or deciding that you no longer need the product.
• Simply disliking the experience, questions, feedback or scores when the service works as described.
• Receiving a visa refusal, missing your real interview, or getting a result you hoped would be different.
• Not using your package or allowing its stated validity period to expire.
• Problems caused solely by your internet connection, device, browser permissions, camera or microphone.
• Incorrect or incomplete information that you provide for your practice interview or document check.

If a feature is genuinely faulty or materially different from what was advertised, we review it as a service failure even if you also describe your experience as disappointing. Visa Prepper helps you prepare; it does not guarantee visa approval or a particular interview score.

How to request help or a refund

Email [email protected] with the subject “Refund request”. Include:

• The email address used for your Visa Prepper account.
• Your order or payment reference and purchase date.
• A short explanation of what failed and when it happened.
• Any relevant error message or screenshot, with sensitive information removed.

Report the issue as soon as you notice it so we can investigate. Do not send passwords, full card details, passports or private visa documents by email. We may ask for further information needed to verify the purchase or failure, and we will explain the outcome of our review.

Approved refunds

Approved refunds are returned through the original payment method where supported. The time for the refund to appear depends on the payment provider and your bank. A refund of an affected service also removes the corresponding refunded credits or access.

Your rights and earlier purchases

This policy does not limit any refund, cancellation or other consumer rights that cannot be excluded under applicable law. Earlier purchases retain the refund terms agreed at the time of purchase; this update does not remove those rights.

Read this policy together with our Terms of Service. For questions about a purchase, contact our team.