Refund Policy
Understanding our refund and cancellation proceduresLast Updated: 01/01/2025
At StedPrep, we strive to provide exceptional educational services and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our ISEE preparation platform.
By subscribing to our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in conjunction with our Terms and Conditions.
1. Subscription Refunds
1.1. 7-Day Money-Back Guarantee
We offer a 7-day money-back guarantee for new subscribers. If you are not satisfied with our service within the first 7 days of your subscription, you may request a full refund.
1.2. Monthly Subscriptions
Monthly subscriptions are eligible for refund only within the first 7 days of the billing cycle. After this period, no refunds will be provided for the current month.
1.3. Annual Subscriptions
Annual subscriptions may be refunded on a pro-rated basis within the first 30 days of purchase. After 30 days, annual subscriptions are non-refundable.
2. Cancellation Policy
2.1. How to Cancel
You may cancel your subscription at any time through:
- Your account settings dashboard
- Contacting our customer support team
- Sending an email to hello@stedprep.com
2.2. Effective Date
Cancellations take effect at the end of your current billing cycle. You will retain access to all features until that date.
2.3. No Cancellation Fees
We do not charge any fees for canceling your subscription.
3. Refund Eligibility
3.1. Eligible Circumstances
Refunds may be considered in the following situations:
- Technical issues preventing platform access
- Billing errors or duplicate charges
- Service not meeting advertised features
- Unauthorized charges
- Platform downtime exceeding 48 hours
3.2. Required Documentation
Refund requests must include:
- Account email address
- Transaction ID or receipt
- Detailed reason for refund request
- Supporting documentation (if applicable)
4. Refund Process
4.1. How to Request
To request a refund:
- Email hello@stedprep.com with "Refund Request" in the subject line
- Include all required documentation
- Provide a detailed explanation of your request
- Wait for our response within 2-3 business days
4.2. Review Process
All refund requests are reviewed individually. We may contact you for additional information or to offer alternative solutions before processing a refund.
4.3. Approval Notification
You will receive email notification regarding the status of your refund request within 5 business days of submission.
5. Processing Time
5.1. Credit Card Refunds
Approved refunds to credit cards typically take 5-10 business days to appear on your statement, depending on your card issuer.
5.2. PayPal Refunds
PayPal refunds are usually processed within 1-2 business days and will appear in your PayPal account immediately.
5.3. Bank Transfer Refunds
Bank transfer refunds may take 3-7 business days to process, depending on your financial institution.
6. Non-Refundable Items
The following items are not eligible for refunds:
- Subscriptions used beyond the refund period
- Completed diagnostic assessments
- Downloaded study materials
- One-time consultation fees
- Third-party service charges
- Promotional or discounted subscriptions (unless specified)
7. Partial Refunds
7.1. Pro-Rated Refunds
In certain circumstances, we may offer pro-rated refunds based on unused service time. This is calculated from the date of the refund request to the end of the billing period.
7.2. Service Interruption Refunds
If our service is unavailable for extended periods due to technical issues, we may provide partial refunds or service credits at our discretion.
8. Technical Issues
8.1. Platform Accessibility
If you experience technical difficulties accessing our platform, please contact our support team first. We will work to resolve the issue before considering refund options.
8.2. Device Compatibility
Refunds due to device compatibility issues will only be considered if the device meets our published system requirements and the issue cannot be resolved through technical support.
9. Dispute Resolution
9.1. Internal Resolution
We encourage customers to contact us directly to resolve any billing disputes before initiating chargebacks with their financial institution.
9.2. Chargeback Policy
Initiating a chargeback without first contacting us may result in immediate account suspension. We will provide all necessary documentation to dispute invalid chargebacks.
9.3. Escalation Process
If you are unsatisfied with our initial response to your refund request, you may escalate the matter to our management team by emailing support@stedprep.com with "Escalation Request" in the subject line.
10. Policy Modifications
10.1. Updates and Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website.
10.2. Notification of Changes
Significant changes to this policy will be communicated to active subscribers via email at least 30 days before the changes take effect.
10.3. Grandfathering
Existing subscribers will be subject to the refund policy that was in effect at the time of their subscription, unless they agree to new terms.
11. Contact Us
For refund requests, billing questions, or policy clarifications, please contact us:
- Email: hello@stedprep.com
- Support Email: support@stedprep.com
- Phone: 1-800-STEDPREP (1-800-783-3773)
- Business Hours: Monday - Friday, 9:00 AM - 6:00 PM PST
- Mailing Address: StedPrep Inc., 123 Education Lane, Suite 456, San Francisco, CA 94102
We strive to respond to all refund requests within 2-3 business days. For urgent matters, please call our support line during business hours.