7-day refund window
You can get a full refund of an exam or add-on purchase if you ask within 7 days of purchase and, on that exam, you have answered fewer than 25 questions and have not submitted a mock exam. If both conditions are met the refund is approved without further questions.
Outside the window
After 7 days, or once you have used more than the limits above, we review requests case-by-case and refund where fair. We approve refunds for duplicate charges, a purchase of the wrong exam that has not been used, a technical access problem we cannot fix within a reasonable time, an unauthorized charge, or where the law or card-network rules require one. Changing your mind after substantial use, a bad exam result, or not having time to study are not by themselves grounds for a refund.
How to request a refund
Email support@que-bank.com from your account email, or use the support form in the app with the "Billing or refund" category. Include the exam, the purchase date, and the reason. Never send full card numbers. We decide within 5 business days and tell you the outcome by email.
How refunds are paid
Approved refunds are issued through Stripe to the original payment method, including Klarna, Apple Pay and Google Pay. Stripe usually processes them within a few business days; your bank, card issuer or Klarna may take 5 to 10 business days to show the credit. We cannot refund to a different card or account.
What happens to access
When a refund is issued, access to the refunded exam and any add-ons that depend on it is revoked at the same time. Your quiz history stays on your account so you can buy the exam again later if you wish. A partially refunded purchase keeps access only if we say so in the refund email.
Chargebacks
Please contact us before disputing a charge with your bank. Most problems are fixed within a day, and a chargeback takes weeks and can cost more than the purchase. If a chargeback is filed, access is suspended while it is open, and we provide Stripe with the account, checkout and usage records needed to respond.
EU and UK buyers
If you buy from the EU or UK, you have a 14-day right of withdrawal for online purchases. By starting practice you request immediate access to digital content and acknowledge that the withdrawal right ends once access has begun. This is without prejudice to the 7-day window above, which we apply to everyone, and to your statutory rights where content is faulty.