2023-06-23
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2026-09-22
DELIVERY & REFUND POLICY
DELIVERY & REFUND POLICY
This Delivery & Refund Policy applies to digital products, subscriptions, and online services purchased through exam-mate.com.
1. DIGITAL DELIVERY
exam-mate provides digital educational products and online services. No physical delivery is normally required.
After successful payment, delivery may take place by:
• activating a subscription or service in the Customer’s account;
• providing access to purchased educational content;
• adding purchased eBooks or other digital materials to the Customer’s account;
• activating AI packages, tokens, credits, or other digital entitlements; or
• providing downloadable or online digital content.
Most purchases are activated automatically after successful payment. Some school, institutional, or manually processed orders may require additional processing time.
2. DELIVERY PROBLEMS
If payment has been completed but the purchased product or service has not been activated or delivered correctly, please contact exam-mate.
We will verify the transaction and, where appropriate, activate the service, restore access, or provide the purchased digital content.
Customers should contact us before making another payment for the same order.
3. SUBSCRIPTIONS AND ONLINE SERVICES
Customers may request a refund for an eligible subscription or online service within 24 hours of the original purchase.
Refund requests submitted after this period will normally not be accepted unless required by applicable law or where there is a verified billing, delivery, or technical problem for which a refund is appropriate.
Renewals and additional purchases are treated as separate transactions for refund purposes.
4. DIGITAL EBOOKS AND DOWNLOADABLE CONTENT
Due to the nature of digital content, eBooks and other downloadable digital materials are normally non-refundable once access, delivery, or download has been provided.
This does not affect any mandatory consumer rights that may apply.
5. AI PACKAGES, TOKENS AND CREDITS
Refunds for AI packages, tokens, credits, or similar digital entitlements may be requested within 24 hours of purchase provided they have not been used.
Once tokens, credits, or other digital entitlements have been used, the corresponding purchase is normally non-refundable.
6. DUPLICATE OR INCORRECT PAYMENTS
If a Customer is charged more than once for the same intended purchase, or an incorrect amount is charged because of a verified payment or technical error, the Customer should contact exam-mate.
After verification, any amount determined to have been incorrectly or duplicately charged will be refunded as appropriate.
7. HOW TO REQUEST A REFUND
Refund requests should be sent to:
office@exam-mate.com
Please include:
• the email address associated with your exam-mate account;
• the order or payment reference, where available;
• the product or service purchased; and
• the reason for the refund request.
We may request additional information where necessary to verify the transaction.
8. REFUND PROCESSING
Approved refunds will normally be returned through the original payment method where reasonably possible.
Processing times may vary depending on the payment provider, bank, card issuer, and country.
Currency conversion differences or fees independently applied by banks, card issuers, or payment providers are outside exam-mate’s control.
9. INTERNATIONAL CUSTOMERS AND CONSUMER RIGHTS
exam-mate serves customers internationally and may operate through business and payment arrangements in different jurisdictions, including Türkiye, the United Arab Emirates, and Malaysia.
Mandatory cancellation, withdrawal, refund, and consumer rights may vary according to the Customer’s location, the nature of the product or service, the relevant transaction, and applicable law.
Nothing in this Policy excludes or limits any mandatory consumer right that cannot legally be excluded.
Where applicable law provides rights greater than exam-mate’s voluntary refund policy, those mandatory rights will apply.
10. RELATED POLICIES
This Policy should be read together with:
• Terms & Conditions
• Privacy Policy
• Distance Sales Contract
11. CONTACT
For delivery, activation, payment, or refund enquiries:
exam-mate
Website: www.exam-mate.com
Email: office@exam-mate.com
KEP (Türkiye): shahram.kadkhodazadeh@hs01.kep.tr
