Refund & Cancellation Policy

1. Institutional Subscriptions

Institutional plans are provisioned on an annual or multi-year basis as specified in the applicable Order Form. Cancellations submitted prior to the renewal date will take effect at the conclusion of the active contract period, with uninterrupted access maintained until the term expires.

2. Refund Eligibility & Exceptions

• Annual Subscriptions: Pro-rated refunds are issued in the rare event of persistent, uncured service level agreement (SLA) failures as outlined in your Master Services Agreement.
• Monthly & Pilot Subscriptions: Active monthly cycles and pilot access terms are non-refundable once activated.
• Professional Services: Dedicated on-premise migrations, custom question digitization, and ERP integration engineering fees are non-refundable once delivered.

3. Institutional Pilot Programs

Institutions undergoing structured pilot evaluations may discontinue at any time before the commercial conversion milestone without penalty or further financial obligation. Explore our plan structures on our Pricing page.

4. Candidate Fee Handling

Where an institution utilizes integrated payment gateways to collect examination fees from candidates, candidate refund decisions remain subject to the institution's published academic policy. Approved refunds are credited via the original payment method.

5. Requesting Billing Assistance

To request billing adjustments or invoice reviews, send your institution name and invoice number to billing@qsmartexam.com or reach out through our Contact Support team.