Refund Policy

What this policy covers

This policy applies to subscription payments made to CandidatesPrep for access to our platform, including payments made online through our payment gateways. It sets out when a refund is available and how it is calculated.

Your organization's wider agreement with us, where one exists, applies alongside this policy.

CandidatesPrep is a digital product

CandidatesPrep is a digital software service. Access is provisioned and activated electronically as soon as your payment is confirmed, and there is no physical product: nothing is posted, couriered, or shipped.

Because the service is delivered digitally and access begins immediately, a completed billing period is not refunded in full.

Refunds are partial

Where a refund is approved, it is processed on a partial, pro-rata basis. We refund only the unused portion of the current billing period, calculated from the date we receive your refund request. The portion of the period you have already had access to is not refunded.

Any add-ons, one-time charges, or usage already consumed within the period are not refundable.

Payment processing charges are not refunded

Payment processing charges are non-refundable. The fees applied by the payment gateway or bank on the original transaction are retained and are deducted from any refund amount. This is because those charges are levied on the transaction itself and are not returned to us when a refund is made.

Any refund you receive is therefore the approved pro-rata amount, less the payment processing charges on the original payment.

How to request a refund

Email [email protected] or message us on WhatsApp, with your organization name and the payment reference or receipt. We aim to acknowledge every request within 3 to 5 business days and to tell you the outcome and, where a refund is due, the amount.

How approved refunds are paid

Approved refunds are returned to the original payment method, through the same payment gateway used for the original payment. Once we process a refund, the time it takes to appear on your statement depends on your bank or card issuer, and is typically 7 to 10 business days.

We do not issue refunds in cash or to a different account or payment method from the one used for the original payment.

Cancelling your subscription

You can cancel your subscription at any time to stop future billing. Cancelling stops the next renewal charge. Cancellation on its own is not a refund of the current period: any pro-rata refund for the current period follows the terms above.

If you have a problem with a payment

If you were charged incorrectly, charged more than once, or believe a payment did not go through correctly, please contact us first so we can put it right quickly. We would rather resolve it directly than have you raise a dispute with your bank.

Changes to this policy

We may update this policy. The version published here, with the effective date shown above, is the one that applies to a payment made on or after that date.

Contact

Questions about this page? Email [email protected], message us on WhatsApp 0303-2263777, or write to us at CandidatesPrep, 2nd Floor, 1/1 3P PECHS Block 6, Nursery, Karachi 75400, Pakistan.