Refund and Cancellation Policy
PrepTez Refund and Cancellation Policy
Version 2026-10-04-interim · effective 4 October 2026; interim, pending legal review
This version is in effect. It has not yet been reviewed by a lawyer. It was written to describe the service and its terms accurately while a reviewed version is prepared. A reviewed version will be published as a new version with its own date. A purchase stays under the version in effect when it was made, unless you agree to a change or the law requires otherwise.
On this page — 9 sections
What this policy covers
This policy applies to purchases of PrepTez courses from Chandan Ray, an individual trading as PrepTez. Read it with the offer shown at checkout and with our Terms of Use, of which it forms part.
Refunds are stated as percentages of the amount you actually paid: the amount on the Pay button at checkout, including any sale price.
1. Voluntary refund window
The following refunds apply to a voluntary cancellation request:
| Time between successful payment and receipt of your request | Refund |
|---|---|
| Up to and including 24 hours | 100% of the amount paid. |
| More than 24 hours, up to and including 48 hours | 80% of the amount paid. We keep 20%. |
| More than 48 hours | No discretionary change-of-mind refund under this window. Legal remedies remain available where applicable (see section 7). |
The calculation uses the hours elapsed from the successful payment timestamp. We use the time your request reaches us (our contact mailbox, or our support system for a support message), not the time we open or approve it, and we will not reject a timely request merely because we review it after its window has ended.
No gateway or processing fee is deducted under this voluntary policy. Where 80% of the amount paid is not a whole number of paise, we round the refund up.
Either refund ends your paid access to that purchase, and the AI credits included with it, as sections 4 and 5 explain.
2. How to request a refund
Email contact@preptez.com from the address associated with your purchase, or send a support message from your account. Include your order or payment reference and state that you are requesting a refund. If you are reporting a failed payment, missing access, a duplicate charge or a problem with the service, describe the issue. You can also call customer care on +91 89840 21170 for help with a request.
We may ask for reasonable information needed to identify the transaction and prevent an unauthorised refund. Do not send passwords, one-time codes, full card numbers or unnecessary identity documents.
We will confirm receipt and tell you the outcome of the request. A request that arrives through the Grievance Officer’s address is forwarded for handling without resetting its original receipt time.
3. Refund approval and payment
An approved refund is initiated within 14 calendar days after approval, to the original payment method where supported. Where that is not possible, we will agree a verified alternative with you.
We assess requests promptly and do not delay approval to extend the initiation period. Any shorter timeline required by applicable law applies.
“Initiated” means that we have submitted the refund for processing. Your bank or payment provider may take additional time to credit it. We will give you the available refund reference or status and help trace an overdue refund; an estimate of bank processing time is not a reason for us to leave an unresolved payment alone.
4. Effect on course access
An approved refund, full or partial, ends the paid course access that purchase gave when we initiate the refund: as soon as our payment provider confirms to us that it has accepted the refund, normally within moments of our submitting it. We will tell you when that cancellation takes effect. If refund processing fails after access has ended, we will investigate and complete the refund or agree an appropriate remedy. A refund does not extend or renew access.
Any separate free access remains subject to its own conditions and is not a substitute for the paid access that has ended. No automatic renewal charge is taken.
5. AI credits and refunds
This section applies once the AI tutor is available on your account (section 8 of the Terms of Use).
Your refund is never reduced for AI credits you used. We do not deduct the value of credits you used from any refund.
Included credits end with the access they came with. An approved refund, full or partial, ends the paid access, and the AI credits included with it end at the same time. Unused included credits are cancelled.
No credit balance ever goes below zero, and we will not ask you to pay for credits you used.
Your one-time free allowance is not affected by a refund.
A stopped answer charged in full. If you think a stopped tutor answer was charged in full, write to contact@preptez.com or send a support message from your account, and we will check and restore the credit. This is separate from a cash refund.
6. If the account holder is under 18
If we find that an account holder is under 18, we end the access and refund the full amount paid. This applies whatever the time since payment and whatever the windows in section 1 say, and to any purchase, including one made before this policy took effect.
7. Failed delivery, duplicate charges and other remedies
The voluntary time limits and the 80% amount do not limit refunds or other remedies required by applicable law, including for deficient, misdescribed or undelivered services.
Contact us about a duplicate charge, or a successful payment that did not provide access, even if more than 48 hours have elapsed. We will investigate and correct the issue as appropriate.
If we cancel your confirmed purchase without your request, we will refund the full amount paid and also pay you an amount equal to 20% of it. A material interruption or early discontinuation of a course already supplied is assessed separately for the appropriate remedy, and neither this nor any other part of this policy removes an additional remedy required by law.
8. Escalation
To escalate a refund or access complaint, contact Chandan Ray, Grievance Officer, at chandan.ray@preptez.com or by phone on +91 89840 21170, or write to Nandan Vihar, Patia, PO-KIIT, Bhubaneswar, Odisha 751024, India.
We will acknowledge consumer complaints within 48 hours and redress them within one month of receipt. You keep access to the complaint channels, consumer forums and other remedies available under applicable law.