1. Overview
We want you to be satisfied with PrepNG. This Refund Policy explains when refunds are available for paid subscriptions purchased through our website via Paystack.
2. Eligible refunds
You may request a full refund if:
- You contact us within 7 days of payment, and
- You have used fewer than 50 practice questions on the paid plan since payment, and
- The issue is not caused by your device, internet, or account misuse
3. Non-refundable cases
Refunds are generally not available when:
- More than 7 days have passed since payment
- You have substantially used the paid plan (50+ questions or clear heavy usage)
- You violated our Terms of Service (sharing accounts, payment fraud, etc.)
- You simply changed your mind after extensive use of Pro features
- Issues are caused by third parties (network outages, device problems, exam body changes)
4. Technical problems
If you paid but did not receive access due to a technical fault on our side, contact us immediately. We will either activate your subscription or issue a full refund — whichever you prefer.
5. How to request a refund
- Email support@prepng.com with the subject line "Refund Request"
- Include the email used for payment and your Paystack transaction reference
- Briefly explain the reason for your request
- We respond within 3–5 business days
6. Refund method
Approved refunds are processed back to your original payment method through Paystack. Depending on your bank, refunds may take 5–14 business days to appear in your account.
7. Plan changes
We do not offer partial refunds for unused time on Monthly or Exam Season plans. If you have a genuine billing error (e.g. double charge), contact us and we will investigate.
8. Contact
Refund questions? Reach us at support@prepng.com or via our Contact page.