Refund Policy

1. Sales are final

This policy covers every pass and every pay-as-you-go purchase, for each exam we sell: at present CELPIP, TOEFL iBT, IELTS Academic, IELTS General Training, PTE Core, Canadian Citizenship Test and CELPIP-LS for Canadian Citizenship. Each purchase is a single payment that never renews: no further automatic charge ever follows, so you never need to cancel anything. After a purchase goes through it is not refundable, apart from the situations in section 2 and wherever the law says otherwise.

Why: a purchase opens the paid tests at once, and on exams with Writing or Speaking it also switches on AI scoring — every score we produce costs us real money as soon as you use it. The Canadian Citizenship Test has nothing to score by AI; there, a pass opens every timed practice test and the chapter tracking the moment it is bought, and what has been opened cannot be handed back.

2. When we always refund

You get your money back, no argument, if:

• you were charged twice for one purchase, or charged by mistake;
• your card was used by someone you did not authorize;
• because of a fault on our side you were left without the access you bought, and we could not fix it;
• a law entitles you to cancel or to be refunded (see section 3).

Write to support@examstep.ca and we will put it right.

3. Your rights under British Columbia law

Our business is in British Columbia, Canada, which puts your purchase under the province's Business Practices and Consumer Protection Act. No part of this policy limits, waives or replaces a right that Act gives you. The Act makes any waiver of your rights void, so wherever it entitles you to cancel and get a refund, that entitlement stands, whatever this page says.

For an online sale like this one — made without meeting in person — the Act lets you cancel and receive every cent back if:

• 15 days pass without us sending you a copy of your purchase;
• 30 days pass without the access you paid for being provided; or
• no more than 7 days after the copy reaches you, you find that the purchase differs from what we described before you paid.

A cancellation on any of those grounds obliges us, under the Act, to repay you in full within 15 days, with no deductions. No purchase is too small: these rights apply to the cheapest order on the site just as they do to the most expensive.

Outside British Columbia, the consumer law where you live applies too, and any extra protection it gives you is yours to keep. Ontario and Quebec have their own rules for online purchases, and so does every country outside Canada.

4. Purchases made before September 10, 2026

Anything bought before that date was sold under our earlier policy — a 7-day money-back guarantee that applied as long as the AI scoring features had not been used — and those purchases keep that guarantee. We treat a policy as a promise fixed when the sale is made, never rewritten later — just email us to use it.

5. The Citizenship Test guarantee

Fail the real citizenship test? We give you access again, free, on proof. What it gives is access again, not money back: it sits alongside this policy and does not alter sections 1 to 4.

• It covers a Citizenship Test pass you bought (30 days or 90 days). A pass given free under this guarantee is not covered again.
• You took an official IRCC citizenship test while your pass was active, or within 30 days after it ended, and did not pass that attempt.
• You send us proof within 30 days of that test: the result page of the online test (printed, a screenshot, or the copy you emailed yourself from it), a screenshot of your application status showing "Invitation for a retest" or "Invitation for a hearing", or a letter or notice from IRCC with the result. It must show your name or application number and the test date; you may cover anything else.
• We check it and reply by email. If it is approved, you get a new pass of the same length as the one you bought, free, starting that day (added to any time you still have).
• One free re-access per purchase. It is access again, not money back, and it does not change your other rights under our refund policy.
• We use your proof only to decide the claim and delete it 90 days after we decide.

To claim it: examstep.ca/citizenship/guarantee.

6. How refunds are paid

• Money is returned to the card or account you paid with, via the payment provider that processed it.
• If you are cancelling under section 3, the money leaves us within 15 days of your notice; otherwise it leaves as soon as the order has been checked.
• Your bank or card issuer then usually takes 5–10 business days to show it.
• Issuing a refund removes the access that came with that purchase from your account.

7. Contact

Write to support@examstep.ca from the email address on your account, naming the plan and the approximate purchase date. This policy belongs to our Terms of Service.