Refund policy

This policy says when a CelpMock pass is refunded and when free days are added. It is part of the terms of use. The version in force on the day you pay governs that purchase.

A pass gives you digital content and AI marking that are delivered as soon as you use them. That is why a refund depends on how much of the pass you have used, and why each condition below is applied the same way to everyone.

If CelpMock is not what you expected, you can have your money back.

You qualify when

• it is the first pass bought on your account, and you have not had a refund from CelpMock before, on this or any other account;
• you ask within 7 days of the day you paid. The day we receive your email is the day that counts;
• you have finished no more than one full mock test since you paid;
• you have had no more than 10 Writing or Speaking practice answers marked since you paid. Practice in Listening and Reading, the daily challenge and the free sample test do not count;
• nothing in "When we refuse" below applies to you.

What you get

The full amount you paid, tax included, goes back to the card or payment method you paid with. Your pass ends when the refund is made, and your account stays open as a free account. You do not have to give a reason.

If you prepare with a pass and still miss your target on the real test, we give you more time at no cost.

You qualify when

• you bought a 30-day or a 90-day pass. The 7-day pass does not include this promise;
• you set your target level when you bought it. The target that counts is the one on your account when you took the real test; it cannot be changed afterwards, and a target lowered before the test is the one we use;
• you finished at least three full mock tests on CelpMock, in all four skills, while that pass was running and before your test date;
• you took the real CELPIP test after buying the pass and before it ended, or within 30 days after it ended, and your official score report shows a level below your target in at least one skill;
• you ask within 30 days of your test date;
• the pass was not refunded, and nothing in "When we refuse" below applies to you.

What you get

30 days of full access, added to your account free. They start on the day we add them, or when your pass ends if it is still running. Each pass you buy can be extended once. An extension is extra time; it has no cash value and cannot be exchanged for money, moved to another account or saved for later.

Your score report

We ask for your official CELPIP score report, with your name and the test date on it. We may check it with you, ask for more proof that it is yours and genuine, and refuse a report that is altered, incomplete, in another person's name or that we cannot verify. We use it only to decide your request.

• A double or mistaken charge. If you were charged twice for the same pass, or charged for a pass you did not get, we return the extra charge in full once we have confirmed it. The 7-day limit does not apply.
• Marking that never arrived. If an answer you sent was not marked because of a fault on our side, write to us. We mark it again or, if we cannot, add days to your pass to make up for it. This is not a ground for a refund in money.

• A second or later pass on the same account, or a pass bought by a person who has had a refund before.
• A pass after 7 days, after more than one finished full mock test, or after more than 10 marked practice answers.
• Days of a pass that you did not use. A pass cannot be paused, and it is not refunded in part.
• A pass you are unhappy with because of a level or feedback it gave you. Levels are estimates, as the terms of use explain.
• A problem caused by your own device, microphone, browser or internet connection.
• Your result on the real CELPIP test, or anything that depended on it. The 30 free days are the only thing we offer for a missed target.
• The CELPIP test fee, a retake fee, or any other cost of taking the test. Those are paid to the test's organiser, not to CelpMock, and their own rules apply to them.

We refuse a refund or the 30 free days, and we may close the account and end its pass with no refund, if we reasonably find that:

• you gave false, misleading or altered information or documents with your request;
• you, or an account we reasonably believe is connected to you, have bought and refunded before, or made a new account to get a refund or the free sample test again;
• the account was shared, used by more than one person, or used with automated tools;
• you copied, recorded, shared or published our questions, passages, recordings, sample answers or feedback;
• you broke the terms of use in another way;
• you opened a dispute or chargeback with your bank for the purchase before writing to us and giving us a fair chance to settle it.

Please write to us before you dispute a charge with your bank or card company. An email is almost always settled faster. While a dispute is open, the account may be suspended. If the bank returns the money to you, the pass ends; if the dispute was opened without writing to us first, the account may be closed.

Write to support@celpmock.com from the email address on your CelpMock account.

• For a refund, say that you want one. You do not have to give a reason.
• For the 30 free days, attach your official CELPIP score report.
• For a double charge, tell us the dates and amounts, or attach your receipts.

We answer within two working days. We may look at the activity on your account and ask you questions before we decide. A request that is missing something we asked for waits until we have it, and the time limits above keep running meanwhile.

• A refund goes only to the card or payment method that was used to pay, through Stripe. We cannot send it another way or to another person.
• After we make it, your bank can take 5 to 10 working days to show it.
• It is paid in Canadian dollars, the currency you paid in. If your bank converted the payment, a difference in the exchange rate and any fee your bank charged are not ours to return.

Nothing in this policy takes away a right that consumer protection law gives you and that cannot be given up, including under Ontario's Consumer Protection Act, 2002 and, for residents of Quebec, Quebec's Consumer Protection Act. Where such a law gives you a refund that this policy does not, the law applies, as far as it requires.

Apart from those rights, what this policy offers is the only remedy you have if you are unhappy with CelpMock, with a level or feedback it gave, with its value to you, or with your result on the real test.

We may change this policy. A new version applies to passes bought from the day it is published, and the date at the top of this page changes with it. A pass you already bought stays under the version in force when you paid.

Questions about refunds: write to support@celpmock.com.