Refund Policy

1. Our Commitment

At Pass-IT, we stand behind our service and want you to be satisfied with your subscription. This Refund Policy explains the circumstances under which refunds may be granted and the process for requesting a refund. Please read this policy carefully before making a purchase.

2. Money-Back Guarantee

2.1 Overview

Pass-IT offers a money-back guarantee for Pro subscribers who fail their certification exam after meeting our study requirements. If you put in the work and don't pass, we'll refund your subscription.

2.2 Eligibility Criteria

To qualify for the money-back guarantee, all of the following conditions must be met:

• Readiness Score: Your readiness score for the certification must have reached 80% or higher before the exam date
• Active Pro Subscription: You must have an active Pro subscription at the time you take the certification exam
• Exam Timing: The certification exam must have been taken during your active subscription period
• Proof of Failure: You must provide a screenshot or photo of your official exam score report showing a failing result

2.3 Claim Process

1. Report your exam outcome in the Pass-IT app by submitting your exam result and uploading proof (score report screenshot)
2. Our system will automatically verify your eligibility against the criteria above
3. An admin will review your claim, typically within 48 hours
4. If approved, your refund will be issued. If denied, you will receive the reason for the denial.

2.4 Refund Amount

Guarantee refunds cover the full amount of subscription payments made during the subscription period in which the exam was taken.

2.5 Limitations

• One claim per certification per account lifetime. You may submit guarantee claims for different certifications, but only one claim per certification.
• Apple App Store and Google Play purchases: If your subscription was purchased through the Apple App Store or Google Play, your guarantee claim will be approved, but the refund must be requested directly through Apple (reportaproblem.apple.com) or Google Play. Pass-IT does not process refunds for in-app purchases.
• Program changes: Pass-IT reserves the right to modify or discontinue the money-back guarantee program at any time. Changes will not affect claims already submitted.

2.6 Relationship to Other Refunds

The money-back guarantee is separate from the one-time courtesy refund described in Section 3.3. A guarantee refund does not count against your one-time courtesy refund, and vice versa.

3. General Refund Policy

3.1 Standard Refund Window

Refund requests must be submitted within 14 days of purchase. After this period, all sales are final and non-refundable except in cases of technical issues or service failures caused by Pass-IT, and only as described in Section 3.6.

3.2 Usage Limitation

Refunds are only available if you have used the service minimally during the refund window. If you have generated a significant number of questions or extensively used premium features, you may not be eligible for a full refund as you have already received value from the service.

3.3 One-Time Courtesy Policy

Each user account is eligible for one courtesy refund in its lifetime. This prevents systematic abuse while allowing genuine first-time users to try the service risk-free. This courtesy refund is separate from the money-back guarantee (Section 2) and the two do not affect each other.

3.4 Cancellation

You may cancel your Pro subscription at any time. Cancellation takes effect at the end of your current billing period. You will retain Pro access until your subscription expires. The free plan remains available after cancellation.

3.5 Processing Time

Approved refunds are processed within 5-10 business days and will be credited to your original payment method. Please allow additional time for your financial institution to process the credit.

3.6 Cap on Out-of-Window Refunds

Refunds granted under the case-by-case categories in Section 4 (technical issues, service unavailability, billing errors, service not as described) are capped at the last 90 days of paid subscription, regardless of how long ago the original purchase or earliest affected payment occurred. This cap does not limit your statutory rights under EU or Swiss consumer law (see Section 11).

4. Eligibility for Refunds

Refunds may be granted in the following situations:

• Technical Issues: If you experience persistent technical problems that prevent you from using the service, and our support team cannot resolve the issue within a reasonable timeframe.
• Accidental Purchase: If you accidentally purchased the wrong plan or made a duplicate purchase, contact us immediately.
• Service Unavailability: If the service is unavailable for an extended period due to outages or maintenance.
• Billing Errors: If you were charged incorrectly or multiple times for a single purchase.
• Fraudulent Charges: If you believe your payment method was used without authorization, contact us and your payment provider immediately.
• Service Not as Described: If the service materially differs from how it was advertised, and you request a refund within the 14-day window.

5. Refund Request Process

5.1 How to Request a Refund

1. Email us at info@pass-it.ai with the subject line "Refund Request"
2. Include your account email, transaction ID or order number, and purchase date
3. Clearly explain the reason for your refund request
4. Provide any relevant screenshots or documentation if you experienced technical issues

5.2 Review Process

Our team will review your request within 2-3 business days. We may ask for additional information to verify your claim. We reserve the right to deny refund requests that do not meet our eligibility criteria.

5.3 Refund Notification

You will receive an email notification once your refund request has been reviewed. If approved, we will process the refund and notify you when it has been issued. If denied, we will explain the reason for the denial.

6. Non-Refundable Situations

Refunds will not be granted in the following situations:

• You changed your mind after extensively using the service
• You failed to pass your certification exam and do not meet the Money-Back Guarantee eligibility criteria (see Section 2)
• You violated our Terms of Service, resulting in account suspension or termination
• You are requesting a second courtesy refund after already receiving one on your account
• Promotional credits or free tier usage are not eligible for refund

7. Partial Refunds

In some cases, we may offer a partial refund based on the remaining time in your billing period. For example, if you cancel mid-cycle and request a refund, we may refund the unused portion. Partial refunds are granted at our discretion on a case-by-case basis.

8. Chargebacks

If you initiate a chargeback through your payment provider without first contacting us to resolve the issue, we reserve the right to suspend or terminate your account. Please contact us first — we are committed to resolving billing issues fairly and quickly.

Initiating a chargeback for a legitimate subscription may result in permanent account suspension and loss of all data. Chargebacks should only be used in cases of unauthorized transactions or fraud.

9. Subscription Changes

You may change your subscription plan at any time. Upgrades take effect immediately. Downgrades take effect at the end of the current billing period.

10. Service Changes

If we make significant changes to our service that materially reduce the value of your subscription, we will notify you in advance and may offer refunds or alternative compensation on a case-by-case basis.

11. EU & Swiss Consumer Rights

If you are located in the European Union or Switzerland, you have the right to withdraw from your purchase within 14 days without giving any reason (EU Consumer Rights Directive). However, by starting to use the digital content, you acknowledge that you lose your right of withdrawal once the digital content has been fully performed.

11.1 iOS App Store & Google Play Purchases

If you made your purchase through the Apple App Store or Google Play, refunds are handled directly by Apple or Google according to their policies. To request a refund, visit reportaproblem.apple.com (Apple) or Google Play's refund page. Pass-IT does not process refunds for App Store or Google Play transactions.

12. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us:

13. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. Continued use of the service after changes constitutes acceptance of the new policy. Refund requests are evaluated based on the policy in effect at the time of purchase.