Refund Policy

A mock exam is only useful if you haven’t seen the questions before you sit it — that’s the entire point of it being sealed and unseen. The moment you open a mock and start the clock, you’ve seen the content, and we can’t take that back. So starting a mock is the line: before it, your purchase is fully refundable; after it, it isn’t. We’d rather say that plainly than bury it in fine print.

If you buy one mock exam and haven’t started it, you can get a full refund. Once you start it, it’s no longer refundable.

Same rule, applied to the whole pack: if you’ve started any mock exam in the pack, the whole pack is no longer refundable— including the mocks in it you haven’t touched. If you haven’t started any mock in the pack yet, the whole pack is fully refundable. We don’t offer partial or pro-rata refunds for a partially used pack.

Email us at support@physelo.com, use our contact form, or contact Paddle directly using the link in your receipt email — any works, since Paddle, as Merchant of Record, processes the actual refund. Include which order you’re asking about; your receipt email or order ID helps us find it fast.

Once a refund is approved, it’s returned to your original payment method by Paddle. Card refunds usually land within 3–5 working days and PayPal refunds within about 48 hours; in all cases Paddle processes approved refunds within 14 days. Your bank or card issuer can add a little time on top of that.

Nothing in this policy affects any rights you have under the consumer protection law that applies to you — for example, statutory rights around faulty digital content or distance selling in your country. This policy describes when we offer a refund voluntarily; it doesn’t take away rights you already have by law.

Questions before you buy, or about an existing order? Email support@physelo.com. See also our Terms of Service and Privacy Policy.