Refund Policy

Your 7-day refund

You can get a full refund if you ask within 7 days of paying and you've answered fewer than 100 questions since you paid. You don't need to give a reason.

Ghana's Electronic Transactions Act, 2008 (Act 772) lets you cancel a service within 7 days. That right doesn't cover a service you asked to start straight away, as a PointPrep plan starts as soon as you pay, so this refund is our own promise, on top of your legal rights.

Other times we refund

• You were charged more than once for the same purchase.
• You paid but couldn't use your plan because of a problem on our side that we couldn't fix.
• We close PointPrep, or close your account for a reason other than you breaking our terms: you get back the unused part of your plan.

When we don't refund

• After 7 days, or once you've answered 100 or more questions, except in the cases above.
• For time you didn't use because you stopped studying or deleted your account.
• When we've closed your account for breaking our Terms of Service, unless the law requires it.

How to ask

Email billing@pointprep.com from the address on your account, with your payment reference. It's in your receipt email and on your invoice. You can also use Report a problem in the app or web app. We'll reply within 3 business days.

Ask before you delete your account: once it's deleted, we can no longer link your payment to you.

Gifts

For a plan bought as a gift, the person who paid asks for the refund, as above. The questions that count are the ones the person who received it has answered since the gifted plan started, so none while it waits for their current plan to end. If you typed the wrong email, tell us straight away. When we refund a gift, the plan ends for them, and we tell them in the app.

What happens next

We refund the full amount you paid to the card or mobile-money account you paid with, through Paystack, and your access from that payment ends. Refunds usually arrive within 5 to 10 business days, depending on your bank or mobile-money provider. We email you when the refund has been processed.

Not happy with our answer?

Reply to us and we'll look again. This policy doesn't affect any rights you have under Ghanaian law. You can also contact us in other ways.