Start with the trial
Most exams offer a one-time trial — one subject, for a short period, at a reduced fee. It is a paid trial rather than a free one, but it costs a fraction of a full term, and we would far rather you spent that and decided LumeXcel is not for you than bought a year and asked for it back. It can be taken once per account, before you enrol in anything else. Everything below applies to a trial exactly as it applies to a full term.
The refund window
If you paid and change your mind, write to [email protected] within 14 days of the payment and we will refund it in full, provided you have not used a substantial part of the term. Tell us the phone number or email on the account and the payment reference.
After the window
After that period we do not refund unused time as a matter of course, because access was available to you throughout. If something went wrong on our side — the service was unavailable for an extended period, or you were charged twice — tell us and we will put it right, whenever it happened.
Duplicate and failed payments
Mobile Money occasionally debits without the confirmation reaching us. If you were debited and access did not open, send us the transaction ID and we will trace it with the provider and either activate the account or refund it.
How refunds are paid
Refunds go back to the account that paid — the same Mobile Money wallet or the same card. Providers usually take a few working days to settle.
Cancelling
Access does not auto-renew, so there is nothing to cancel. Your term simply ends on its expiry date unless you buy another.