The SurePass Guarantee in plain words

Prepare with us, show us you were ready, and if you still don't pass, we make it right. It is a conditional guarantee — the conditions are below, in full.

Bar 1 — your money back (every paid pass)

Score 80% or higher on one full-length mock exam in your account.

If you then don't pass the official exam, we refund your pass in full and you keep Lifetime access to that exam's materials, free, so you can keep preparing. This applies to the 7-Day Pass, the 30-Day Pass and Lifetime alike.

Bar 2 — your retake fee (Lifetime only)

Score 80% or higher on two full-length mock sittings, and have your SurePass readiness meter reading "Getting close" or better when you clear them.

Clear that and we also reimburse the official retake fee you paid out of your own pocket — one funded retake per exam, ever. This is the SurePass Guarantee Pro, and it comes only with Lifetime. The refund is the promise; the retake fee is cash on top of it, so it asks for more.

How much: for a single exam, your exam's true retake fee, uncapped — we pay what the testing provider charges. A few exams have no single published fee, because the price depends on where you sit or what body you belong to; on those your exam's own pricing screen reads "up to" a stated amount and we pay the lower of that amount and what your receipt shows. In a bundle, each qualifying exam is paid its true fee, with the total capped at the fee of the most expensive single exam in that bundle — a certification counts as one exam there. Full detail is in "Retake reimbursement (Lifetime only)".

What counts as a qualifying mock

A sitting counts when it is a completed full-length mock and at least 75% of its questions were new to you. Each sitting draws a brand-new paper and serves unseen questions first, so early sittings are fully fresh; the mocks page tells you whether your next one can still count. That rule exists so the bar measures readiness rather than memory of a paper you have already answered.

Exams that publish no pass mark

A few exams do not publish a passing score — the certifying body takes no position, and the score report carries no pass or fail verdict. On those we state our own bar up front and judge the guarantee on it: on HESI A2 we treat 80% as not passing, the same number the guarantee's own mock bar runs on. It is written on the exam's own pages and in the policy, never applied quietly.

The timing, which is strict

1. Your qualifying mock sittings must be finished within the 14 days before you sit the official exam.
2. File your claim within 30 days of your exam date.
3. For the retake fee, send your receipt within 90 days of opening the claim.
4. And in every case, within 12 months of your purchase — or of your upgrade, since an upgrade is a new purchase.

What we need, and what happens

File in the app, on your exam's Guarantee page — not by email. You give the date you sat the exam and upload your official score report (image or PDF, up to 10 MB). We check your mock history against your account ourselves, so there is nothing else to gather. A person reviews every claim and decides within 5 business days.

Approved refunds are issued to your original payment method within 2 business days of the decision; your bank may take a few days more to show it.

The retake fee is a reimbursement, paid after the fact: once your claim is approved, book and pay for your retake, then email us the receipt. We reimburse what the receipt shows within 10 business days of receiving it.

The limits, stated plainly

• One SurePass claim per exam, per account.
• The official exam must be taken after you bought your pass.
• The free trial does not carry the guarantee. It comes with a purchased pass.
• Exams still in preview are not covered.
• The retake fee is never paid on the 7-Day or 30-Day Pass, and never more than once per exam.

The controlling document is the Refund & SurePass Guarantee Policy. If it and this article ever disagree, the policy wins — tell us and we will fix the article.