💰 Money-Back Guarantee
Refund Policy
Our promise is simple: if we don't pass your exam, you don't pay. Here's exactly how our guarantee and refund process works.
Last Updated: January 1, 2025 · Effective Date: January 1, 2025
At IT Exam Supports, our entire payment model is built on results. Because we only collect payment after your passing score is confirmed, our refund policy is straightforward and client-friendly. This page explains the full scope of our pass guarantee, when refunds apply, how to request one, and the specific conditions under which refunds may not apply.
🛡️
If We Don't Pass — You Don't Pay
Every engagement comes with a written money-back guarantee confirmed before the exam begins.
No passing score = no payment. No exceptions, no fine print.
1 Our Payment Model
Unlike most services that collect payment upfront before delivering any results, our model is fundamentally different:
- $0 Upfront: We never ask for a deposit, registration fee, or upfront payment of any kind.
- Confirmed in Writing: Before your exam begins, we provide a written agreement that specifies the exact price and the guaranteed passing score threshold.
- Pay After Results: Payment is only due once your passing score has been officially confirmed by the testing authority or platform.
What this means for you: Because you only pay after passing, traditional "refund requests" rarely apply. In the rare event our expert does not achieve the required score, the payment obligation simply does not arise — you owe nothing.
However, there are specific scenarios where a refund may apply (for example, where payment was collected before a dispute about the score confirmation arose). These are detailed in the sections below.
2 The Pass Guarantee — Full Details
Our pass guarantee is not a marketing promise — it is a formal written commitment made before every engagement. Here is exactly what it covers:
- Scope: The guarantee applies to the specific exam, on the specific platform, at the specific passing score threshold agreed upon in writing.
- Coverage: If our certified expert does not achieve the required passing score, your financial obligation is zero. You pay nothing, regardless of how many hours were spent preparing or attempting the exam.
- Written Confirmation: The guarantee is always issued in writing (via WhatsApp, Telegram, or email) and confirmed by both parties before the exam session begins.
- No Hidden Conditions: We do not introduce new conditions after the guarantee has been issued. The terms agreed upon before the exam are final.
Important: If you have already received your written guarantee and paid in advance under special arrangement, and our expert does not achieve the agreed score, a full refund of any amount paid is owed to you — processed within the timeframe set out in Section 5.
3 When Refunds Apply
A refund is applicable under the following specific circumstances:
Scenario A — Exam Not Passed: Our expert attempted your exam and did not achieve the minimum passing score stated in your written guarantee. This is the primary trigger for a full refund of any amount paid.
Scenario B — Exam Not Attempted (Our Fault): We failed to show up or be ready for a scheduled session without prior notice or valid reason. In this case, any payment made will be refunded in full.
Scenario C — Double Payment: If a technical or administrative error results in a duplicate charge, the duplicate amount will be refunded immediately upon verification.
Scenario D — Service Cancellation by Us: If we cancel or withdraw from an engagement after payment has been collected — for any reason on our end — a full refund will be issued.
In all refund-eligible scenarios, we aim to issue refunds promptly. Proof of the triggering condition (e.g., official score report showing a failing result) may be requested to verify the refund claim.
4 How to Request a Refund
Requesting a refund is straightforward. Follow the steps below:
1
Contact Our Support Team
Reach out via email at support@itexamsupports.com, WhatsApp, Telegram (@experttakeyourproctorexam), or live chat on our website. State that you are requesting a refund and briefly describe the reason.
2
Provide Your Reference Details
Share the following so we can locate your engagement: your registered email address, the exam name and platform, and the date of the exam. This helps us identify your case quickly.
3
Submit Supporting Evidence
Where applicable (e.g., for Scenario A — failed exam), please provide your official score report or result confirmation as issued by the testing authority. Screenshots or PDFs are acceptable.
4
Await Verification
Our team will review your submission within 24 hours and confirm whether the refund conditions are met. If further information is needed, we will contact you directly.
5
Refund Issued
Once verified and approved, the refund will be processed to your original payment method within the timeframe described in Section 5 below.
5 Refund Processing Time
We understand that a swift resolution matters. Our target processing times are:
- Verification Review: Within 24 hours of receiving your refund request and all required documentation.
- Refund Issuance: Within 3–5 business days of approval, depending on the payment method used.
- Cryptocurrency Refunds: Processed within 24–48 hours of approval to the wallet address you provide.
- Bank Transfer Refunds: May take 5–10 business days depending on the receiving bank and jurisdiction.
Note: We will confirm the refund has been sent from our end and provide a transaction reference where applicable. We cannot control delays on the receiving bank's side once the transfer has been initiated.
6 Exceptions & Situations Where Refunds Do Not Apply
While our guarantee is comprehensive, there are specific situations where a refund will not be issued. These are scenarios where the outcome was caused by factors outside our control or was a result of the client's own actions:
Exception 1 — Incorrect Credentials: If the exam could not be accessed or was disrupted because the client provided incorrect login credentials, incorrect exam dates, or inaccurate platform information, no refund applies.
Exception 2 — Client-Side Technical Failure: If the exam session was interrupted due to power outage, internet disconnection, hardware failure, or other technical issues on the client's side — and our expert was ready and connected — no refund applies for time and preparation costs incurred.
Exception 3 — Client Cancellation After Preparation: If the client cancels a confirmed engagement after our expert has begun exam-specific preparation (typically within 12 hours of the scheduled exam), a partial preparation fee may apply.
Exception 4 — Testing Authority Action: If the testing authority cancels, postpones, or invalidates the exam for reasons unrelated to our service (e.g., platform maintenance, security lockout due to account issues on the client's end), no refund applies for preparation costs already incurred.
Exception 5 — Post-Confirmation Payment: Once your passing score is officially confirmed and payment has been received, no refund will be issued. The service has been fully delivered and confirmed.
We evaluate exceptions on a case-by-case basis and always aim to reach a fair resolution. If you believe your situation falls outside these exclusions, please contact us to discuss.
7 Partial Refunds
In certain circumstances, a partial refund may be appropriate rather than a full refund. These situations include:
- The exam was partially completed before an unexpected interruption caused by circumstances on both sides.
- The client cancels after preparation has begun but before the exam session starts.
- A service upgrade was paid for but only the base service was ultimately used.
The specific amount of any partial refund will be determined through direct communication between our team and the client, based on the work performed and resources expended. We commit to transparency in this process and will provide a clear breakdown of any deductions.
8 Dispute Resolution
We are committed to resolving any refund-related disputes fairly and promptly. Our process is:
- Direct Resolution First: Contact our support team directly. We resolve the vast majority of disputes within 24–48 hours through direct communication.
- Escalation: If the initial response does not resolve your concern, request escalation to senior management. All escalations are reviewed within 48 hours.
- Written Review: If you are unsatisfied with our decision, you may submit a formal written dispute to support@itexamsupports.com, detailing your case with all supporting evidence. We will provide a written final decision within 5 business days.
- Arbitration: As a last resort, disputes may be referred to binding arbitration as outlined in our Terms of Service.
We genuinely care about our clients' experience and take every dispute seriously. Our goal is always a fair outcome, not a policy technicality.