Refund Policy

Our refund policy is designed to be fair, transparent, and student-friendly while supporting the development of our AI-powered educational technology.

1. 14-Day Money-Back Guarantee

Guarantee Coverage:

• New Subscriptions: All plan tiers (Basic $29, Pro $59, Premium $99)
• AI Platform Access: Full access to practice tests, AI feedback, and analytics
• No Usage Restrictions: Try all features during the guarantee period
• No Questions Asked: Simple refund process without lengthy justification
• Full Amount: 100% refund of subscription fee paid

How Our AI Platform Works:

2. Refund Eligibility & Conditions

Eligible for Full Refund:

• First-Time Subscribers: New users within 14 days of initial subscription
• Platform Issues: Technical problems preventing access for 48+ hours
• AI System Failures: Core AI features (feedback, scoring) not functioning
• Billing Errors: Incorrect charges or unauthorized transactions
• Dissatisfaction: Platform doesn't meet your IELTS preparation needs

Subscription Renewals:

• Auto-Renewal Refunds: 48-hour window for automatic renewal refunds
• Upgrade Refunds: Pro-rated refunds when downgrading plans
• Cancellation: Cancel anytime to prevent future charges
• Continued Access: Full access until current billing period ends

Non-Refundable Situations:

• Requests made after 14-day guarantee period expires
• Accounts terminated for policy violations or misuse
• Third-party payment processing fees (unavoidable external costs)
• Promotional codes or discounted subscriptions (see specific terms)
• Requests after subscription period has fully expired

3. How to Request a Refund

Refund Request Methods:

• Account Dashboard: Use the "Cancel & Refund" button in your account settings
• Email Support: Send request to info@mapleielts.com
• Live Chat: Contact us through the platform chat widget (coming soon)
• Contact Form: Submit request through our help center

Required Information:

• Account email address and subscription details
• Reason for refund (optional but helps us improve)
• Original payment method information
• Approximate subscription start date

Response Timeline:

• Acknowledgment: Within 24 hours of request
• Review Process: 24-48 hours for most cases
• Refund Processing: 2-5 business days once approved
• Bank Processing: Additional 3-10 days depending on your bank

4. Refund Processing & Timeline

Payment Method Refunds:

• Credit/Debit Cards: Refunded to original card within 3-7 business days
• Digital Wallets: Apple Pay, Google Pay refunds within 1-3 business days
• Bank Transfers: Direct refund to account within 5-10 business days
• Alternative Methods: PayPal or other services per their processing times

Processing Fees:

Refund Confirmation:

• Email confirmation sent when refund is approved
• Processing notification when refund is submitted to payment provider
• Account access continues until current billing period ends
• Data export option available before account deactivation

5. Special Circumstances

AI Platform Outages:

• Extended Downtime: Service credits for outages exceeding 24 hours
• AI System Issues: Full refund if core AI features unavailable for 48+ hours
• Data Loss: Compensation for lost progress due to technical failures
• Feature Removal: Partial refunds if key features are discontinued

Educational Institution Accounts:

• Bulk Subscriptions: Pro-rated refunds for unused student licenses
• Semester-Based: Refunds aligned with academic calendar changes
• Pilot Programs: Extended evaluation periods for new school partnerships
• Budget Changes: Flexible refund terms for institutional budget constraints

Promotional Subscriptions:

• Discount Codes: Refund limited to amount actually paid
• Free Trials: Extended trial period instead of refund when applicable
• Bundle Offers: Pro-rated refunds based on individual service values
• Loyalty Programs: Credit toward future subscriptions as alternative

6. Account Data & Access

During Refund Process:

• Continued Access: Full platform access until refund is processed
• Progress Preservation: All learning data remains available
• AI Features: Complete functionality during review period
• Export Options: Download progress reports and test results

After Refund Completion:

• Account Deactivation: Premium features disabled upon refund processing
• Data Retention: 30-day grace period for data recovery
• Re-subscription: Immediate re-enrollment allowed with fresh guarantee
• Progress History: Basic test scores preserved for future reference

7. Contact Information

For refund requests, questions about our policy, or assistance with the refund process: