Practice at the Foundation and Standard tiers is free, so there is nothing to refund there. This policy covers paid test packs.
If you change your mind within 14 days and haven't started any of the tests you bought, we'll refund it in full, no reason needed. Once you've started a test, the purchase has been used and we can't refund what is left of it. If something was wrong with what you bought, we'll put it right whatever stage you are at.
Within 14 days of buying, you can cancel for a full refund as long as you have not started any of the tests in that purchase. A test counts as started the moment its first question is shown to you. You don't need to give a reason.
A test pack is sold as a single purchase rather than as separate items. Once you start any test in it, the content has been supplied and the purchase is no longer refundable — including the tests you haven't got to yet. So if you buy a pack of three and use one, the remaining two can't be refunded.
That is stricter than refunding the unused part, and we would rather say so plainly than bury it: if you're not sure which pack suits you, buy a single test first. The free Foundation and Standard practice is also there for as long as you want it, so you can get a good sense of the format before paying anything.
Because your tests are available immediately, you will be asked at checkout to confirm that you want access to begin straight away and that you understand the 14-day cancellation right ends once you start a test. That confirmation is what allows the rule above to apply. If you would rather keep the full 14 days, simply don't start a test until you have decided.
This is separate from changing your mind, and is not time-limited in the same way. If the service was faulty or unavailable, or a question was wrong in a way that affected your result, tell us and we will put it right — which may mean replacing the affected tests or refunding them. Your rights under the Consumer Rights Act 2015 for digital content that is faulty, not as described, or not supplied with reasonable skill and care are not affected by anything on this page.
Test packs are valid for 12 months from purchase. Tests that expire unused are not refundable, but get in touch if you were unable to use them for a reason outside your control and we will look at it.
Email support@onlineprep.co.uk from the address on the account, telling us what you bought and roughly when. You do not need to give a reason if you are within 14 days and haven't started a test. We aim to reply within three working days and to process approved refunds within 14 days, back to the original payment method.
Payments for test packs are handled by Paddle, who act as the merchant of record for the sale. That means Paddle appears on your statement and issues the refund, though you can raise the request with either them or us.
Nothing here reduces your statutory rights. Under UK consumer law you generally have 14 days to cancel a purchase of digital content, and separate rights if what you bought is faulty, not as described, or not supplied with reasonable skill and care. Where this policy is more generous than the law, we will honour this policy; where the law gives you more, the law applies. For free advice on your rights, contact Citizens Advice.
Last updated: 30 September 2026. Test packs are not yet on sale; this policy will apply from the day they launch.