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Refund Policy

Effective Date: January 1, 2025
Last Updated: January 1, 2025

Double Guarantee Protection

We believe in CitizenPrep so much that we offer two ways to get your money back:

30-Day Money-Back Guarantee

Don't love CitizenPrep? Get a full refund within 30 days of purchase—no questions asked.

Pass Guarantee (After 30 Days)

Studied with CitizenPrep and didn't pass your citizenship test? We'll refund your Premium subscription if you meet our study requirements.

Note: These guarantees cover different scenarios—choose the one that applies to your situation.

1. Eligibility for Refunds

1.1 30-Day Money-Back Guarantee (No Questions Asked)

You are eligible for a 30-day refund if:

  • You are a first-time Premium subscriber
  • You request the refund within 30 days of your initial purchase
  • You have NOT already claimed the Pass Guarantee

No proof required. We'll refund you, no questions asked, within the 30-day window.

1.2 Pass Guarantee (One Simple Requirement)

You are eligible for the Pass Guarantee refund if:

  • You achieved the "You Are Ready" status on your dashboard before your test date
  • You failed your official Canadian citizenship test
  • You provide proof of failure (official IRCC notice or results email)
  • You request the refund within 60 days of your test date
  • You have NOT already used the 30-day money-back guarantee

One clear requirement: If CitizenPrep told you "You Are Ready" and you still didn't pass, we'll refund you. It's that simple. Our system automatically tracks when you achieve this status.

1.3 General Exclusions (Both Guarantees)

You are NOT eligible for ANY refund if:

  • You previously received a refund from CitizenPrep (one refund per customer, lifetime)
  • Your account was terminated for violating our Terms of Service
  • You are requesting a refund after passing the citizenship test
  • We detect fraudulent activity or abuse of the refund policy

2. How to Request a Refund

2.1 30-Day Money-Back Guarantee Process

  1. Email us at [email protected]
  2. Subject line: "30-Day Refund Request"
  3. Include your account email address
  4. Refund typically processed within 1-2 business days (maximum 5 business days)
  5. Refunds appear in your account within 5-10 business days after approval

2.2 Pass Guarantee Process

  1. Email us at [email protected]
  2. Subject line: "Pass Guarantee Refund Request"
  3. Required: Attach proof of test failure
    • Official IRCC test result notice or results email
    • Screenshot or PDF showing your name and test date
  4. We verify: You achieved "You Are Ready" status before your test date
    • Our system automatically tracks this
    • No additional proof needed from you
  5. Refund typically processed within 1-2 business days (maximum 5 business days)

2.3 What Happens After Refund

Once your refund is processed:

  • Your Premium subscription will be canceled immediately
  • You'll be downgraded to the Free tier
  • You'll retain access to Free tier features (50 study cards)
  • Your study progress will be preserved

3. Refund Timeline

Expected Timeline:

  • Our Review: Typically 1-2 business days (maximum 5 business days)
  • Payment Processing: 5-7 business days via Stripe
  • Bank Credit: 3-5 business days depending on your bank

Total time: Typically 7-14 business days from request to bank credit. Most refunds are approved same-day or next business day.

4. Free Tier (No Refunds)

The Free tier of CitizenPrep is provided at no cost. Since there is no payment, refunds do not apply to Free tier users.

5. Cancellation vs Refund

These are two separate actions with different outcomes:

Cancel Subscription

"I don't want to continue after this period"

  • How: Self-service in your account settings
  • Result: No future charges
  • Access: Keep Premium until period ends
  • Money: No refund for current period

Request Refund

"I want my money back"

  • How: Email [email protected]
  • Result: Full refund processed
  • Access: Premium revoked immediately
  • Eligibility: Within 30 days or Pass Guarantee

Want a refund instead? If you're within 30 days of purchase or qualify for the Pass Guarantee, don't just cancel—email us at [email protected] to request a refund. Cancellation alone does not trigger a refund.

6. Fraud Prevention

To prevent abuse of our refund policy:

  • Refunds are only available for first-time Premium subscribers
  • We may verify that you have not passed your citizenship test
  • Repeated refund requests may result in account suspension
  • We reserve the right to deny refunds for suspected fraud

7. Contact Us

For refund requests or questions about this policy, contact us:

Email: [email protected]

Subject Line: Refund Request

Response Time: Within 1-2 business days