2023-06-23
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2023-07-05
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Privacy, Delivery & Refund Policy
PRIVACY, DELIVERY & REFUND POLICY
This Policy explains how exam-mate collects, uses and protects personal information, and sets out the delivery and refund conditions for digital products, subscriptions, and online services purchased through exam-mate.com.
PRIVACY POLICY
1. INFORMATION WE COLLECT
Depending on how you use exam-mate, we may collect:
• Name and contact information, such as email address
• Account information and user role
• School or organisation information, where applicable
• Subscription, purchase, and transaction information
• Learning activity and use of exam-mate services
• Files, answers, questions, or other content you submit or upload
• Information related to AI services and interactions
• Technical information such as device, browser, IP address, cookies, and usage data
• Communications sent to exam-mate support
We collect information reasonably necessary to provide, operate, secure, and improve our services and to meet applicable legal requirements.
2. HOW WE USE INFORMATION
We may use personal information to:
• create and manage user accounts;
• provide purchased products, subscriptions, and services;
• process and maintain transaction records;
• provide educational and AI-powered features;
• provide customer support;
• communicate important account or service information;
• improve the functionality and performance of exam-mate;
• prevent fraud, misuse, and security incidents; and
• comply with applicable legal and regulatory obligations.
3. PAYMENTS
Payments may be processed by authorised third-party payment providers, banks, card networks, or payment gateways.
These providers may collect and process payment information according to their own privacy and security policies.
exam-mate does not normally receive or store complete payment card details when payment information is processed directly by an authorised payment provider.
4. AI SERVICES
Some exam-mate features use artificial intelligence to provide services such as exam predictions, marking assistance, explanations, and revision support.
Information, answers, files, or other content submitted to these features may be processed as necessary to provide the requested AI service.
Users should avoid submitting unnecessary personal, confidential, or sensitive information when using AI features.
5. STUDENTS, PARENTS, TEACHERS AND SCHOOLS
exam-mate provides different account types and services for students, parents, teachers, and schools.
Where accounts are linked or managed through a parent, teacher, or school, certain educational, account, or activity information may be visible to authorised users according to the relevant service and account permissions.
Users responsible for managing other accounts must only access and use information for authorised educational or administrative purposes.
6. COOKIES AND ANALYTICS
exam-mate may use cookies and similar technologies to:
• keep users signed in;
• remember preferences;
• maintain security;
• understand website usage; and
• improve website performance and services.
We may also use third-party analytics or similar services where appropriate.
Where required by applicable law, consent will be requested before non-essential cookies or similar technologies are used.
7. SHARING OF INFORMATION
exam-mate does not sell personal information.
Personal information may be shared with trusted service providers where reasonably necessary to operate exam-mate, including providers supporting payment processing, hosting, communications, analytics, security, AI, and other technical services.
Information may also be disclosed where required by applicable law, regulation, court order, or lawful authority.
8. INTERNATIONAL DATA PROCESSING
exam-mate serves users internationally and may use service providers and business infrastructure in different countries.
As a result, personal information may be processed or stored outside the user’s country of residence.
Where required by applicable law, appropriate safeguards will be used for international transfers of personal information.
9. DATA RETENTION AND SECURITY
Personal information is retained only for as long as reasonably necessary to provide our services, maintain transaction and account records, resolve disputes, prevent fraud, and meet legal or regulatory obligations.
exam-mate uses reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure.
However, no internet-based service or electronic storage system can guarantee absolute security.
10. YOUR PRIVACY RIGHTS
Depending on your location and applicable law, you may have rights to:
• access your personal information;
• correct inaccurate information;
• request deletion where applicable;
• object to or restrict certain processing;
• withdraw consent where processing is based on consent; and
• request information about how your personal data is processed.
Certain information may need to be retained for legal, accounting, security, fraud-prevention, or other legitimate purposes.
11. ACCOUNT DELETION
Users may request deletion of their exam-mate account and associated personal information, subject to information that exam-mate is required or permitted to retain.
Account deletion may result in loss of access to subscriptions, purchased services, saved work, or other account-related content.
12. CHILDREN AND YOUNG USERS
exam-mate provides educational services that may be used by students, including users under the age of majority in their country.
Where required by applicable law, use of certain services or processing of personal information may require authorisation or consent from a parent, guardian, school, or other authorised person.
Parents, schools, teachers, and other authorised account managers must use student information only for legitimate and authorised purposes.
13. THIRD-PARTY SERVICES
exam-mate may contain links to or integrate with third-party services.
The handling of personal information by independent third parties is governed by their own privacy policies and practices.
DELIVERY & REFUND POLICY
14. DIGITAL DELIVERY
exam-mate provides digital educational products and online services. Physical delivery is not 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.
15. 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.
16. 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.
17. 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.
18. 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.
19. 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.
20. 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.
21. 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.
22. INTERNATIONAL USERS AND CONSUMER RIGHTS
exam-mate serves users internationally and may operate through business, service, and payment arrangements in different jurisdictions, including Türkiye, the United Arab Emirates, and Malaysia.
Privacy, data protection, cancellation, withdrawal, and refund rights may vary according to the user’s location, the relevant transaction, the nature of the product or service, and applicable law.
Nothing in this Policy excludes or limits any mandatory privacy, data protection, or 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.
23. CHANGES TO THIS POLICY
exam-mate may update this Policy when its services, technology, business operations, or applicable requirements change.
The current version will be published on this page.
24. CONTACT
For privacy, 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
