1. Policy overview
PrepVanta sells digital exam-preparation access, not physical goods. There is therefore nothing to mail back. This policy explains when and how you may request a refund and what happens to digital access after a refund.
Subject to the conditions below, you may request a refund within 30 calendar days after the original purchase date. This policy applies to purchases made directly through PrepVanta. If a third-party marketplace is identified as the seller, that marketplace’s refund process may apply.
2. How to request a refund
Email support@prepvanta.com within 30 calendar days of purchase. Send the request from the email associated with your PrepVanta account whenever possible.
Include:
- the account and purchase email;
- the product purchased;
- the approximate purchase date;
- the Stripe receipt or checkout reference, if available; and
- a short reason for the request so we can improve the product.
A reason helps us learn but is not required where applicable law gives you an unconditional cancellation or refund right.
3. Eligible requests
A timely request is generally eligible when the purchase was completed successfully and the account holder can reasonably verify the transaction. Examples include accidental duplicate purchases, material access failures that support could not correct, or a good-faith determination that the product does not meet your preparation needs.
If a technical issue can be resolved promptly, we may offer to fix it first. You may still continue with an otherwise eligible refund request within the 30-day window.
4. Fraud, abuse, and exclusions
We may deny or limit a refund request when there is evidence of fraud or material abuse, including:
- systematic copying, scraping, downloading, recording, or redistribution of substantial course content;
- account sharing, resale, or use to create a competing product or exam dump;
- repeated purchase-refund cycles intended to obtain continuing free access;
- a chargeback already opened for the same transaction;
- a request made more than 30 calendar days after purchase, unless required by law; or
- a purchase made through another seller whose refund policy controls the transaction.
Normal study activity—including completing lessons, taking diagnostics, or deciding the product is not a fit—does not by itself constitute abuse. We will assess restrictions reasonably and consistently.
5. Review and processing
We will acknowledge the request and may ask for information needed to locate or verify the transaction. If approved, the refund will be submitted to the original payment method. We do not issue cash refunds, send funds to a different card, or redirect a refund to another person.
After PrepVanta submits a refund, the payment processor and your financial institution control when the credit appears. Processing times vary. Any currency-conversion differences or bank fees are controlled by your payment provider.
6. Effect on product access
When a full refund is approved, the related entitlement may be revoked and you must stop using downloaded or retained PrepVanta materials. A refund does not authorize continued access, copying, redistribution, or use of protected content. Account data may be retained as described in the Privacy Policy for transaction, fraud-prevention, support, and legal purposes.
7. Duplicate charges and access problems
If you see duplicate charges, cannot access a paid product, used a different email at checkout, or do not recognize a transaction, contact support promptly. Do not purchase the same product again solely to fix account access. We will first try to locate the verified purchase and attach access to the correct account.
For an unauthorized card transaction, you may also need to contact your card issuer. PrepVanta will cooperate with legitimate payment-provider inquiries.
8. Chargebacks
Please contact us before opening a chargeback so we have an opportunity to correct an access or billing problem. If a chargeback is filed, we may suspend the related entitlement while the payment provider reviews it. We may provide the processor with relevant transaction, access, and communication records to respond accurately.
9. Statutory rights
This policy does not exclude, restrict, or replace cancellation, refund, cooling-off, conformity, or other consumer rights that cannot be waived under applicable law. Where mandatory law gives you greater protection, that law controls. Digital-content cancellation rules vary by location and may depend on whether immediate performance began with your consent.
10. Policy changes
We may update this policy prospectively to clarify the process or reflect legal, product, or payment-provider changes. The policy in effect on the purchase date will ordinarily govern that purchase unless a later version is more favorable or applicable law requires otherwise.