Last updated: 25 September 2026

If scoring fails

If your assessment could not be scored because of a problem on our side, you can try again from the same page at no extra cost — the same assessment never uses a second credit. If it still does not work, tell us through the contact page and we will put the credit back on your account.

Unused credits

You can ask for a full refund of a credit pack within 14 days of buying it, as long as none of its credits has been used.

If you have used some credits from a pack, we refund the unused credits in proportion to what you paid, within the same 14 days.

Used credits

Once a credit has been used to score an assessment, the service has been delivered, and that credit cannot be refunded. When you buy credits you agree that scoring starts straight away when you unlock a report, and that you lose the right to cancel that part of the purchase once it has started.

This does not affect your legal rights if the report was not delivered or was faulty.

Teacher and coach listing subscriptions

Listing subscriptions can be cancelled at any time from your account. Your listing stays visible until the end of the period you already paid for. We do not refund part-periods.

How refunds are paid

Refunds go back to the card or payment method you used, through Stripe. They usually arrive within 5 to 10 working days, depending on your bank. When a purchase is refunded, the credits from it are removed from your account.

How to ask

Use the contact page. Include the email address on your account and the date of the purchase.