Why a claim can be refused

The guarantee is conditional, and the conditions are checked. Here is every reason a claim comes back refused, in the order they are usually hit.

The evidence conditions

• You have not cleared the bar yet. The refund needs a full-length mock at 80% or higher; the retake fee needs a second qualifying sitting and your meter at "Getting close" or above.
• A sitting repeated too much. A mock counts only when at least 75% of its questions were new to you. A paper made mostly of questions you had already answered measures memory, not readiness.
• The mock was too early. Qualifying sittings must fall inside the 14 days before your exam date.

The timing conditions

• Filed too late — more than 30 days after your exam date.
• Receipt too late — the retake receipt has to arrive within 90 days of opening the claim.
• Past the outer bound — nothing is receivable more than 12 months after purchase, or after your upgrade if you upgraded.
• The exam date is in the future, or is before the day you bought your pass. The guarantee covers an exam you sit after buying. If the date is a typo, correct it and file again.

The account conditions

• No active paid pass for that exam. The free trial does not carry the guarantee.
• The retake fee on a 7-Day or 30-Day Pass. Those refund what you paid; the fee on top comes with Lifetime. Your refund is unaffected.
• You already claimed on this exam. One claim per exam, per account.
• The exam is still in preview, so its guarantee is not on sale yet.
• A falsified score report. That voids the guarantee and your account's access.

What we tell you

The app names the specific condition that failed, on the spot, so you can act on it. Where a claim clears the refund but not the retake fee, we say so and pay the refund — the two are judged separately.

A decision email never guesses at a reason. That is deliberate: the app is where the live check lives, and it is always more accurate than an email written days earlier. If you disagree with an outcome, reply to that email and a person will look again.