What is a Refund?

When a learner is unable to access the courses/practise tests due to technical issues in the website, or doesn’t receive resources as promised in the course or mistakenly purchased a course instead of another course of XerciseUp, the user can request for a Refund which shall then go through the verification process.

How to request a Refund?

A Refund Request will be deemed valid only if made within 48 hours from the time of purchase and the request will have to be made through an email to info@xerciseup.com specifying the student’s email address and the phone number used during registration in XerciseUp.

When will the Refund not be applicable?

• In case you have submitted the complaint or Refund request after 48 hours from the date of purchase.
• In case you have already completedyour course/practise tests within the 48-hour complaint period, you are no longer eligible for a Refund.
• If you file a complaint within the 48-hour complaint period and completethe course/practise tests within the next 7-day Refund period, you will not be entitled to a Refund. 
• When you request a Refund, the Refund process will be in progress. Therefore, if you complete an activity (try a practisetest, download materials of the specific course) and proceed with the course/practise tests, you will not be eligible for a Refund request.
• If you complete more than 5 premium/paid practise testsbefore requesting a Refund, you will not be eligible for a Refund.

When you request a Refund, what happens?

Once a Refund request has been submitted, your enrolled course will be temporarily locked. XerciseUp shall notify you through SMS if the Refund request has been accepted within 3 working days of receiving the request. After a Refund request has been accepted, you’ll be unenrolled from the course and your progress will be removed. If you wish to purchase the course again, you will have to start the course from the very beginning. 

It can take up to 7-14 working days for funds to return to your account after a requested Refund. If it has been longer than 14 working days, please email to info@xerciseup.com.

Once the Refund has been done, you will receive a confirmation email/ SMS to your registered e-mail/phone number.

XerciseUp has full authority to change the T&C from time to time and case by case scenario.