1. Overview
PrepMeX sells digital subscription plans for exam preparation. Payments are processed by Lemon Squeezy, our merchant of record, and refunds are issued through Lemon Squeezy back to your original payment method.
Because every account includes the free plan — unlimited Reading and Listening practice drawn from the same question bank the paid plans use — you can try the real product before you ever buy. On top of that, every charge is covered by the 14-day window below.
2. The 14-day window
You can request a full refund of any subscription charge — first purchases and renewals alike — within 14 days of that charge, provided you have not made substantial use of the plan since the charge (section 3).
After 14 days, or once substantial use has occurred, charges are non-refundable, except as described in section 6.
3. What counts as substantial use
You have made substantial use of your plan since a charge if either of the following is true:
- You have started 2 or more full exam simulations. (One full simulation still qualifies for a refund, so you can run a complete exam and still change your mind.)
- You have consumed more than 50% of the credits granted by that charge.
Full simulations are the measure because each one is a complete, AI-graded exam experience — the core value of a plan. Usage is measured per charge: a renewal opens a fresh 14-day window with a fresh usage count.
4. How to request a refund
- Email support@prepmex.com from the email address on your PrepMeX account.
- Include your order number (it's in the Lemon Squeezy receipt email) and, optionally, a line about why — it helps us improve.
- Send the request within 14 days of the charge.
We confirm eligibility against your account's usage records and, if eligible, issue the refund through Lemon Squeezy within 5 business days of your request. Depending on your bank, the money typically appears within 5–10 business days. When a charge is refunded, the plan's access and credits from that charge are removed.
5. Cancelling instead of refunding
You can cancel auto-renewal at any time from your billing settings or the Lemon Squeezy customer portal linked in your receipt. Cancelling stops future charges; you keep full access and your remaining credits until the end of the period you already paid for. Cancelling does not by itself trigger a refund of the current period — use section 4 for that if you are within the window.
6. Always refundable
Independent of the window and usage rules, we will refund you in full for:
- Duplicate charges or clear billing errors.
- Charges after a cancellation that we or Lemon Squeezy failed to process correctly.
- A technical fault on our side that made the plan effectively unusable and that we could not fix within a reasonable time after you reported it to support@prepmex.com.
If you believe a charge is wrong, please contact us before disputing it with your bank — a support ticket resolves almost every case faster than a chargeback.
7. Fair use of this policy
This policy exists so nobody gets stuck paying for something that wasn't right for them — not as a way to consume full exam simulations for free. We may decline refund requests that form a pattern of abuse, such as repeated purchase-use-refund cycles or refunds across multiple accounts belonging to the same person.
8. Your statutory rights
Nothing in this policy limits any non-waivable rights you have under the consumer-protection law of the country where you live. Where such law grants you a broader remedy, the law prevails.
Questions about a charge or this policy: support@prepmex.com.