Refunds at a glance
The policy in brief
GrabCert sells time-limited digital access to preparation materials for a specific certification exam. Our paid 90-day access plan includes a pass guarantee: if you take the corresponding official exam after the qualifying access expires, but no later than 15 calendar days after its expiration date, and do not pass, you may request a refund under the terms below.
An approved pass-guarantee refund is the amount you actually paid, less a 10% payment gateway fee. The 30-day access plan is not covered by the pass guarantee. Nothing in this policy limits consumer rights that cannot be waived under applicable law.
- Covered plan
- Paid 90-day access
- Exam window
- 1-15 days after expiry
- Eligible refund
- Paid amount minus 10% fee
90-day pass guarantee eligibility
A refund request qualifies for review under the pass guarantee when all of the following are true:
- You made a paid purchase of the 90-day access plan through your GrabCert account.
- Your purchase was for the same certification exam shown on your official result.
- Your actual exam date is after the qualifying access expires and no later than 15 calendar days after that expiration date.
- The official exam result shows that you did not pass.
- You submit the refund claim within 5 calendar days of your actual exam date.
- The candidate name shown on the result must match the account holder name on your GrabCert account.
- You provide enough original, legible information for us to connect the result to your account, purchase, exam, and attempt date.
- The request is accurate, made in good faith, and does not involve altered evidence, account sharing, payment abuse, or another violation of our terms.
We do not require a particular number of study days. Eligibility is based on the qualifying purchase, the post-expiry exam window, the five-day claim deadline, matching names, and verifiable proof of a non-passing result.
What the guarantee does not cover
The pass guarantee is tied to a paid 90-day purchase and a matching official exam attempt. It does not cover:
- The 30-day plan, free access, or a purchase with no amount paid.
- A change of mind, unused study time, or an exam that you did not attempt.
- A different exam, a passing result, an exam taken on or before the access expiration date, or an exam taken more than 15 calendar days after expiration.
- A claim submitted more than 5 calendar days after the actual exam date.
- A result whose candidate name does not match the account holder name.
- A result that is incomplete, unreadable, altered, or cannot reasonably be verified.
- Requests involving fraud, account sharing, or misuse of GrabCert or Stripe.
Duplicate charges, incorrect amounts, unauthorized payments, and material access problems are billing or service issues rather than pass-guarantee claims. Contact us so we can investigate those circumstances separately.
How to request a refund
Email your request to support@grabcert.com. You must submit the request within 5 calendar days of your actual exam date. Use the email address associated with your GrabCert account when possible.
Include:
- Your GrabCert account holder name and email address.
- The certification provider and exact exam name or code.
- Your approximate GrabCert purchase date, access expiration date, and actual exam date.
- A clear, unedited score report, result notice, or original result email showing the candidate name, exam, actual exam date, and non-passing outcome.
You may redact unrelated sensitive details, but the information needed to verify the request must remain visible, including the candidate name. Never send your password, full payment card number, card security code, or unrelated identity documents by email.
Review and refund outcome
We review the account holder name, purchase, access expiration date, actual exam date, claim submission date, exam details, and supporting evidence. If information is missing or cannot be verified, we may ask for a clearer copy or additional purchase and exam details before making a decision.
When a pass-guarantee claim is approved, the refund equals the amount you actually paid for the qualifying purchase minus a 10% payment gateway fee. GrabCert returns the remaining 90% to the original payment method through Stripe. The calculation uses the amount charged after discounts and is subject to normal currency rounding.
After Stripe confirms the refund, the purchase is recorded as refunded and paid access for the refunded purchase ends. Your bank or card provider controls when the credit appears on your statement, so posting time can vary after the refund is issued.
Cancellations and one-time access
GrabCert's 30-day and 90-day access plans are one-time purchases. They do not renew automatically, and there are no recurring charges to cancel. Access ends at the expiration date shown for the purchase unless you make another purchase.
You can leave Stripe Checkout before completing payment. Once payment is confirmed, digital access can begin immediately. A decision not to use that access is not covered by the pass guarantee, although any mandatory cancellation or refund rights available under applicable law still apply.
Payment disputes
Contact us first if you recognize a GrabCert charge but believe its amount or status is wrong. This gives us a chance to review the Stripe transaction and account access directly. Contacting us does not limit any rights you have with your payment provider.
If you do not recognize a charge, notify your card issuer promptly and email us so we can investigate the associated account. A refunded or reversed purchase no longer provides paid access.
Changes to this policy
We may update this policy when our products, payment process, or legal obligations change. The date at the top shows the latest revision. The pass-guarantee terms presented when you made an eligible purchase will govern that purchase unless a change is required by law or is more favorable to you.
Contact us
For a refund request or a question about this policy, email support@grabcert.com or visit our Contact Us page. Include your account email and exam name so we can locate the correct purchase.