Refund and cancellation policy

2. What you are buying

You purchase coin packs. Coins are credited to your account immediately after payment and can then be spent on exam simulations, practice sections and other paid services.

The price of each service in coins is shown before you start it. Coins are deducted at the moment the service starts.

3. Statutory right of withdrawal

As a consumer in the EU or EEA you have a statutory right to withdraw from your purchase within 14 days.

Because coins are digital content made available immediately, that right ends once provision has begun with your express consent - consent requested during checkout. The exact conditions are set out in the seller's buyer terms, which govern the payment transaction, and in our own Right of withdrawal page.

Nothing in this policy limits or replaces any mandatory consumer right you have under applicable law.

4. Our voluntary refund policy

In addition to your statutory rights, we offer the following. These are goodwill terms and are more generous than the law requires.

Unused coins: refundable on request within 14 days

If you have not spent your coins, you may request a full refund within 14 days of buying them. No reason is required. Refunds are not issued automatically - you have to ask, using the details below.

If you have spent part of a pack, we refund the unused remainder pro rata.

Spent coins: not refundable

Once coins have been deducted to start a simulation, a practice section or any other paid service, they are not refundable. The service was provided and the processing behind it has already been performed.

Results are not grounds for a refund

Dissatisfaction with a score, an AI evaluation, written feedback or any other educational outcome does not qualify for a refund, provided the service was delivered as described.

Exablo is an independent preparation tool. It is not affiliated with, endorsed by or accredited by any examination body, and it does not guarantee any result in an official examination.

5. If something fails on our side

If coins are deducted but the service cannot be delivered because of a technical failure attributable to us - an AI evaluation that does not complete, or a speaking session that cannot be conducted - the affected coins are restored to your account automatically. You do not need to contact us.

If they are not restored within 24 hours, write to us and we will restore them manually or refund the corresponding amount.

Interruptions caused by your own device, microphone permissions or internet connection are not covered by automatic restoration. If you believe a session failed for a reason within our control, tell us and we will review it.

6. Validity of coins

• Coins do not expire while your account remains active.
• Coins are tied to your account, cannot be transferred to another user, and have no cash value except as set out in this policy.
• If you close your account, you may request a refund of your unused balance before doing so.
• If we discontinue the service, we refund unused balances.
• We may withhold refunds of unused coins where an account is suspended or terminated for a breach of our Terms, or where we identify fraud or refund abuse.

7. Cancellations

There are no recurring subscriptions. Coin purchases are one-time and do not renew automatically, so there is nothing to cancel.

If subscriptions are introduced later, this policy will be updated and they will be cancellable from your account settings.

8. How to request a refund

Write to us from the address on our Contact page with:

• the email address of your Exablo account;
• the date of purchase and the order or receipt number;
• a short description of the issue.

We aim to reply within two working days. Approved refunds are issued by the seller to your original payment method, normally within 14 days of approval. Depending on your bank, the funds may take a further 5-10 working days to appear.

Before opening a dispute with your bank, please contact us first. Almost every issue is resolved faster directly, and a chargeback may result in your account being suspended while the dispute is investigated.

9. Changes to this policy

We may update this policy. The version in force at the time of your purchase applies to that purchase. Material changes are announced on this page and the date above is updated.