Words used on this page, in plain English
- Merchant of record
- The payment company that sells the plan to you on our behalf. It takes the payment, handles tax and receipts, and its name appears on your bank statement.
- Right of withdrawal
- The EU and UK legal right to cancel most online purchases within 14 days.
- Statutory rights
- Rights the law gives you as a customer. These terms can't take them away.
About this page
We want refunds to be simple. This policy is part of our Terms of Service and does not reduce your statutory rights as a consumer.
Refunds at a glance
| Purchase | Refund |
|---|---|
| Plans (monthly, quarterly, half-yearly, annual) | Generally non-refundable once used. First plan: email us within 7 days and we review it; we may offer a full or partial refund as goodwill |
| Try Pack | Full refund only if unused (no resume generated and no interview started) |
| Renewals | Not refundable once the new period starts, except where the law requires. Cancel before renewal to avoid being charged. |
| Top-ups | Refundable if unused within 7 days; used minutes are not refundable |
| Duplicate charge, or a technical failure on our side that stops the service working | Full refund |
| Other service problems | We'll fix it, or refund in part or in full |
Plans
If you're not sure yet, start with the Try Pack (section 3). It lets you try a real interview before you commit.
Because every interview minute costs us to run, plans are generally non-refundable once you've used them. If something isn't right, email us within 7 days of your first plan purchase; we review every request and may offer a full or partial refund as goodwill.
We always refund in full if you were charged twice for the same thing, or if a technical failure on our side stopped you using the service. None of this affects your statutory rights (sections 4 and 5).
Try Pack
The one-time Try Pack is the easiest way to start, and it is fully refundable if it has not been used (no interview started and no resume generated). If you upgrade to a quarterly or longer plan within 14 days, the Try Pack price is deducted from that plan instead.
EU and UK consumers
You have a 14-day right to withdraw from online purchases. For digital content and services supplied immediately, you agree at checkout that supply starts straight away and acknowledge that you lose the right of withdrawal once digital content has been fully supplied; if you withdraw from a service within 14 days after it has started, we may deduct a proportionate amount for what you used. See section 9 of our Terms, which includes a model withdrawal form. At checkout you will see a checkbox with this wording: "Start my plan straight away. I understand that I lose my right to cancel within 14 days once the service has been fully provided, and that if I cancel earlier I may pay for what I have used." Our goodwill review of first-plan requests is in addition to these rights.
Other countries
Australia: our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel your service contract and get a refund for the unused portion, or compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
Anywhere else, where your local consumer law gives you more rights, those rights apply. Nothing in this policy affects your statutory rights.
Cancellation
Cancel any time in one click from your account. Cancelling stops renewal; you keep access until the end of the paid period. No cancellation fees. We email a confirmation.
How to request a refund
- Use the refund option in your account settings, or email contact@getprepvo.com from your account email with "Refund" in the subject.
- Tell us the purchase date and plan. For a plan, tell us briefly what went wrong so we can review it fairly. For an unused Try Pack, a duplicate charge or a fault on our side, no reason is needed.
- We confirm your request within 2 business days. Refunds go back to the original payment method through our merchant of record. Approved refunds are processed within 7 business days. Depending on your bank, it can take up to 10 business days for the money to show in your account.
Refunds are made in the currency you paid. We can't cover exchange-rate differences or fees your bank charges. After a refund, access to the refunded plan ends.
Who you are paying
Purchases are sold and processed by our merchant of record, the payment company named at checkout and on your receipt. That is the payment company that sells the plan to you on our behalf: its name appears on your bank statement and it sends your receipt. We handle refund decisions under this policy; the merchant of record processes them.
Chargebacks
Please contact us first; we can usually resolve it faster than a bank dispute.