ICT Exam is a prepaid service, so this policy explains which payments we return and which we don't. The short version is that unused prepaid balance comes back to you, and time you've already had on the platform doesn't.

The two things you pay for

Billing has two separate rails, and they're refunded differently.

What you paid for	Refundable?	Detail
Prepaid AI usage balance	Yes, the unused part	We refund the remaining positive balance on request, for payments made in the last 60 days
Monthly or annual subscription	No	Once a billing period starts, that period isn't refundable. You keep access until it ends
One time setup or onboarding fee	No	The work has already been done
Support packages and professional services	No	Charged for time and delivered work

Unused prepaid balance

Your AI usage balance is money you've put on account and haven't spent yet. If you want it back, open a ticket and we'll refund the remaining positive balance for any payment made within the previous 60 days. Balance from a payment older than 60 days stays on the account and remains available for you to spend.We refund to the original payment method through the same payment merchant that took it. How quickly it lands depends on your bank or card issuer, not on us.

Subscriptions

Subscriptions are paid in advance for a period. If you cancel partway through a month or a year, the platform stays available to you until the end of the period you've paid for, and we don't refund the unused part of it. There's no penalty for cancelling, and we don't take another payment after you do.Cancel by opening a ticket before your renewal date. If a renewal charge goes through after you've asked us to cancel, tell us and we'll return it.

Billing mistakes

Some things aren't really refund questions, they're errors, and we fix those regardless of the 60 day window.

• A duplicate charge for the same period.
• A charge on an account that was already cancelled.
• A charge for a plan or quantity you didn't order.
• An amount that doesn't match the invoice or the quote you accepted.

Send us the invoice reference in a ticket and we'll check it and correct it.

When a service problem is our fault

If a fault on our side stops your institution from running exams for a meaningful period, contact us and we'll look at a credit or a partial refund for the affected time. We deal with these case by case rather than pretending a fixed formula fits every situation. Where your institution has a service level commitment in writing, that agreement decides what happens.

What we won't refund

• Usage you've already consumed. Papers that were parsed and answers that were scored have used the resources they used.
• A subscription period you've had access to.
• An account we suspended or closed for breaching our Terms & Conditions.
• Charges from your own bank, such as currency conversion or transfer fees.

Chargebacks

If you think a charge is wrong, raise it with us first. A ticket is faster than a chargeback and it doesn't put your account at risk. Where a chargeback is opened before we've had the chance to look at the problem, we may suspend the account until the payment position is settled.

Changes to this policy

If we change how refunds work we'll update this page and move the effective date at the top. A change won't be applied backwards to a payment you've already made.

How to request a refund

There's one route, and it keeps a record of the request. Open a ticket with your institution name, the invoice reference and what you're asking for, and the billing team will handle it.Contact ICT Vision