Refund & Cancellation Policy

Your consumer rights come first

This policy does not take away any right you have under the Consumer Protection Act, 2019. If a product is not as described, is defective, or the service you paid for is not delivered, you are entitled to a remedy - regardless of the exclusions listed further below.

General rule

HelpCertify sells digital exam-preparation content - practice questions, answers, explanations, mock examinations, and progress tracking - and access is granted to your account immediately after payment. Purchases are generally non-refundable after purchase, except for the specific eligible circumstances described below or where a refund is required by applicable law.

A free preview is available before you buy so you can evaluate the question format, answer format, explanations, and general platform experience. Because you can evaluate the service before purchasing, a change of mind after purchase does not automatically qualify for a refund.

Circumstances that may be eligible for a refund

• A. Duplicate or failed payment - if you are accidentally charged more than once for the same purchase, or money is debited but no order is created and no access is granted, the extra or failed charge is refunded after verification.
• A1. Payment succeeded but access was not granted - if your payment goes through but the purchased access does not unlock, we will restore it immediately; if we cannot, the payment is refunded in full - the service was not delivered.
• B. Service cannot be provided - if payment has been received but HelpCertify is unable to provide the purchased service, we will first attempt to resolve the issue. If we cannot reasonably provide the purchased service after investigation and remediation, an appropriate remedy, including a refund where applicable, may be provided.
• C. A material included feature cannot be delivered - if we are unable to provide a material feature or service expressly included in the product description at the time of purchase, we will first attempt to correct or restore it. A refund or other appropriate remedy may be considered only when the material issue cannot reasonably be resolved.
• D. Applicable consumer law - nothing in this policy or in the Terms of Service restricts any rights or remedies you are entitled to under applicable Indian consumer law.

Circumstances that do not normally qualify for a refund

The following do not normally qualify for a refund:

• You change your mind after purchase, or decide you no longer need the certification.
• You do not use the purchased service.
• You do not like the questions after purchase, or believe they are too easy or too difficult.
• You do not like the explanations or learning style, where the functionality is as described in the preview or product description.
• You fail the actual certification examination, or pass it earlier than expected.
• Your examination date changes.
• You selected the wrong certification or product despite it being clearly identified and confirmed during checkout.
• You purchased without using the available free preview.
• You experience a supported browser, device, or local network issue that is not caused by HelpCertify.
• You violate the account-sharing, content-protection, scraping, copying, or other platform rules in the Terms of Service.
• You have substantially consumed or accessed the digital content and then request a refund for change-of-mind reasons.

These exclusions are not used to override any rights available to you under applicable consumer law.

Technical issues

A technical issue does not automatically result in a refund. HelpCertify must first be given a reasonable opportunity to investigate and resolve a reported issue - for example login or OTP problems, questions not loading, answer or explanation display issues, mock-examination issues, progress-tracking problems, temporary service interruption, or account-access problems.

We may resolve an issue by:

• Fixing the defect or restoring access;
• Resetting an affected mock or practice attempt;
• Correcting progress or account information;
• Providing equivalent access;
• Extending your access period to compensate for material downtime.

HelpCertify will make reasonable efforts to investigate and resolve reported technical issues as quickly as possible. Depending on the nature and complexity of the issue, resolution may take up to 7 calendar days. Please allow us this reasonable resolution opportunity.

A technical issue does not qualify for a refund where HelpCertify successfully restores or provides the purchased service. If a material technical issue substantially prevents you from using the purchased service and we are unable to reasonably resolve it within the applicable resolution period, the case is escalated for an appropriate remedy, which may include an extension, credit, or refund where applicable. See the Support Policy for how issues are handled.

Reporting purchase or access problems

Customers are encouraged to report payment, access, or purchase-related issues within 48 hours of purchase wherever reasonably possible, so that HelpCertify can investigate promptly. Reporting an issue within 48 hours does not automatically qualify the purchase for a refund - the 48-hour period is a reporting and contact window, not a guarantee that the purchase will be refunded.

How to request a refund

Email contact@helpcertify.com from your account address with your order or payment reference, the purchase date, and a description of the issue. We review each request against the purchase record, the reason given, payment status, whether the service was delivered, usage history, any prior support cases, and the applicable policy version, and respond with an outcome of approved, rejected, or needs further review.

Timelines

We acknowledge every refund or purchase-related request within 48 hours. We decide on the request within 7 business days of receiving the order reference and any information we need to investigate. If a refund is approved, we initiate it to your original payment method through Razorpay within 3-5 business days of approval; your bank or card issuer may take a further 5-10 business days to credit it. Access related to a refunded purchase is removed when the refund is issued.

Chargebacks

If you raise a chargeback or dispute with your bank for a transaction we would have refunded anyway, please also contact us so we can resolve it directly and avoid the payment being processed twice.

If you are not satisfied

If you disagree with our decision, you can escalate it through the grievance redressal process below, and, if it is still not resolved, to the consumer authorities named there.

Grievance redressal

If you have a complaint about your data, a purchase, our content, or the service, our Grievance Officer will help.

• Rajkumar, Grievance Officer & Data Protection Contact
• Email: contact@helpcertify.com
• Phone: +91 95666 56276
• Post: IndyaBees, 181, Kamraj Nagar 4th Street, Choolaimedu, Chennai 600094, Tamil Nadu, India

We acknowledge every grievance within 48 hours and work to resolve it within 30 days. A complaint about content posted by another user (for example a review) is acknowledged within 24 hours and resolved within 15 days. Please include your account email and any order or reference number so we can act quickly.

If you are not satisfied with our response, you can escalate:

• Data / privacy matters - to the Data Protection Board of India, once it is operational, under the Digital Personal Data Protection Act, 2023.
• Consumer matters - to the National Consumer Helpline (call 1915 or visit consumerhelpline.gov.in), or to the Consumer Disputes Redressal Commission with jurisdiction where you reside or work, under the Consumer Protection Act, 2019.
• Security incidents - to CERT-In (cert-in.org.in).