Refund & Cancellation Policy

1. OVERVIEW & MERCHANT OF RECORD

ExamBench is operated by Yashodeep Basnet, doing business as ExamBench (“Company”, “we”, “us”, or “our”), a sole proprietorship based in Kathmandu, Nepal.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

2. 14-DAY REFUND WINDOW FOR UNUSED CREDITS

We want you to feel confident trying ExamBench. If you purchase any credit pack (Starter Pack, Popular Pack, Mega Pack, or Coaching Pack) and decide the platform does not meet your study requirements, you are eligible for a 100% full refund within 14 calendar days of purchase, provided that:

• No credits have been consumed: None of the practice credits from the purchased pack have been spent on document context indexing, practice exam generation, flashcard synthesis, or AI grading.
• Within 14 days: Your refund request is submitted within fourteen (14) days of the transaction timestamp displayed on your receipt.
• Account in good standing: The account has not violated our Terms of Service, Acceptable Use Policy, or Academic Honor Code.

Upon approval of an unused credit refund, the associated tokens are removed from your digital wallet balance, and the purchase price is refunded to your original payment method.

3. TECHNICAL FAILURES & AUTOMATED CREDIT RESTORATIONS

In the rare event that credits were deducted but your exam or evaluation was not generated due to an unresolved technical glitch, our support team will manually verify the audit logs and immediately restore your credits or issue an equivalent credit grant.

4. NON-REFUNDABLE CIRCUMSTANCES

Except where mandated by applicable consumer protection laws, refunds will not be issued under the following circumstances:

• Consumed Credits: Credits that have already been expended to generate practice exams, parse documents, or perform grading cannot be refunded, as irreversible computational and AI model inference costs are incurred at the moment of generation.
• Expired Credits: As stated in Section 26 of our Terms of Service, promotional credits, sign-up grants, and credit packs expire 90 days after issuance. Expired credits are purged automatically and cannot be restored or refunded.
• Academic Dissatisfaction: ExamBench is an auxiliary preparation and benchmark practice tool. We do not guarantee specific test scores, course grades, or academic admissions, and subjective dissatisfaction with an exam outcome does not qualify for a refund.
• Terms of Service Violations: Accounts suspended or terminated due to unauthorized scraping, system abuse, platform reverse-engineering, automated botting, or fraudulent activity forfeit all remaining credit balances without right to a refund.

5. CREDIT PACKS VS. RECURRING SUBSCRIPTIONS

ExamBench primarily operates on a pay-as-you-go model offering one-time credit packs (Starter, Popular, Mega, and Coaching Packs). Credit packs are one-time non-recurring purchases and do not automatically renew or charge your payment method on a monthly basis.

In the event that you enroll in any optional recurring subscription plan:

• Cancel Anytime: You may cancel recurring billing at any time via your Account Settings or through Paddle's buyer portal (paddle.net). Your cancellation will take effect at the end of the current billing cycle.
• Continued Access: You will retain full access to your subscription benefits and credit allotments until the conclusion of the paid billing period.
• No Pro-Rated Refunds: Because recurring fees are billed in advance to cover ongoing computing and AI capacity, partial-month or pro-rated refunds are not issued for mid-cycle cancellations, except where required by local statutory laws.

6. DUPLICATE PURCHASES & UNAUTHORIZED CHARGES

If you discover an accidental duplicate transaction or suspect an unauthorized purchase made on your card:

• Contact us immediately at exambench@creviolabs.com or reach out to Paddle Buyer Support.
• Duplicate charges verified by our transaction records will be refunded in full without penalty.
• Suspected fraudulent transactions should be reported within thirty (30) days of the statement date.

7. EU / UK STATUTORY RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union or the United Kingdom, you generally have a statutory right to withdraw from a distance contract within 14 days without giving any reason.

Digital Content Waiver: Under EU Directive 2011/83/EU and UK Consumer Contracts Regulations, by purchasing digital tokens and immediately initiating an exam generation or document processing action, you expressly consent to immediate performance of the digital service and acknowledge that you lose your right of withdrawal once performance has begun. If you have not begun using the digital tokens, your 14-day statutory right of withdrawal remains fully intact.

8. HOW TO REQUEST A REFUND

You can request a refund through either of the following channels:

9. PROCESSING TIMELINES & PAYOUT METHODS

Once a refund request is reviewed and approved:

• Notification: You will receive a confirmation email from Paddle and ExamBench acknowledging the refund transaction.
• Original Payment Method: Refunds are strictly issued back to the original funding source (credit card, debit card, PayPal account, Apple Pay, or Google Pay).
• Timeline: Funds typically appear on your banking statement within 5 to 10 business days, depending on your financial institution's processing schedule.

10. CHARGEBACKS AND ACCOUNT INTEGRITY

We are committed to fair and prompt dispute resolution. We strongly encourage customers to contact our support team or Paddle prior to initiating a bank chargeback or dispute. Most billing concerns, duplicate charges, or refund requests can be resolved directly within 24 hours.

11. CONTACT US

If you have any questions concerning this Refund & Cancellation Policy, please contact our team: