This policy says when you can get your money back for a PrepHint AI plan, and how to ask. Our terms and prices on the pricing page apply too.
PrepHint AI (see our terms) sells the service. Paddle is the Merchant of Record for every order. It takes your payment and issues the refund. Paddle’s own refund rules also apply to your purchase (see “Paddle” below).
The 14-day refund
You can ask for a full refund within 14 days of your first payment, if you have used:
- less than 30 minutes of paid live time, and
- no more than 1 mock interview.
The free start (15 free minutes of live help and 1 free mock interview, if we offer them) does not count towards that limit.
One refund per customer
Each customer gets one refund, across all their accounts. A second refund request from the same person is not covered by this policy, unless it is a duplicate charge, a billing error, or a failed call described below.
Weekly plans
The 14 days run from your first payment only. A later weekly renewal is refunded only if you used no live time and no mock interview in that week.
Yearly plans
The same 14 days apply. After that, nothing is refunded and we do not pay back part of the year. If you cancel, your access runs to the end of the year you paid for.
Monthly plans
The 14-day refund above applies to your first payment. Later monthly renewals are not refunded, except as set out under “Always refunded” and “Failed calls”.
Cancelling is not a refund
You cancel from your account page. Renewal stops, and your access runs to the end of the period you have already paid for. The current period is not refunded unless this policy says so. Cancelling does not ask for a refund; to get one, follow “How to ask” below.
Always refunded
We always refund:
- a duplicate charge (you were charged twice for the same thing), and
- a billing error (you were charged an amount that is wrong).
There is no usage test for these.
Failed calls
If a live call or mock interview fails because of a fault on our side, we put the time (or the mock) back on your account. If a call was unusable for most of its length, or for 10 minutes or more, because of our fault, you may also ask for a refund of the current period within 14 days, even if you used more than the limit above. That still counts as your one refund. Problems on your side, such as your internet connection or your device, are not our fault.
If an outage hits live calls, we email the affected customers within 1 business day. A report about a failed call gets a reply within 1 business day.
Right to withdraw (EU and UK)
If you live in the European Union or the United Kingdom, the law gives you a right to withdraw from an online purchase within 14 days, without giving a reason. That right ends once you start using the service after you agreed at checkout that PrepHint AI may start straight away. The refund rules above still apply to you as well, and they may give you more than the law does.
How to ask
Email hello@prephint.ai from the email address on your account. Say that you want a refund and, if you can, which payment it is about. We reply within 3 business days.
When a refund is approved, Paddle pays it back to the method you paid with. The time it takes to show on your statement depends on your bank or card company. When a full refund is given, the remaining paid time and mock interviews on your account end at once.
Paddle
Paddle sells the plans to you as Merchant of Record. Its Buyer Terms at https://www.paddle.com/legal/buyer-terms and its refund policy apply to your purchase as well. For payment, tax and invoice questions you can also contact Paddle through the link on your receipt.
Questions
Write to hello@prephint.ai. See also our terms and contact page.