Customer Service

Refund Policy

How refunds are evaluated and processed

The Federal Trade Commission’s (FTC) Cooling-Off Rule allows buyers to cancel orders within 3 days of purchase.  However, some exceptions to this rule exist in our case because our products are only available online and do not involve the shipping of physical products.  Further, because we do not offer in-person training or classroom courses and our materials are meant to be studied in the privacy of your home or office, this rule does not apply.  (See exceptions from link)

Buyer’s Remorse:  When the FTC’s Cooling-Off Rule May Help

If you ordered materials, then changed you mind and decided you wanted to cancel after you received our confirmation email, we give you a grace period of 3 days.  You must clearly state in your confirmation email that you want to "cancel the order".  If you are not the licensee, you must state your relationship to him/her so that we can confirm that you were authorized to request the cancellation.

If you follow the directions stated here, AND DID NOT RECEIVE ANY FILES,we will issue a full refund at the time you reply to the confirmation e‑mail and will send you a receipt with the details of what you ordered and the amount returned to your bank account.

If you ordered study materials, verified the exam name and study materials requested, and your materials were received from us by e‑mail or download link, you will not be entitled to a refund unless one of the following conditions exist:

  1. The files you received had content errors such as questions not matching current book requirements or versions.
  2. The files you received will not open on your desktop or laptop computer.

If you are claiming that the files you received have content errors (condition "a"), you will be emailed a link to a refund request form that must be filled out with the details of your claim.  If you do not return this form, we can not process your claim.

Any defective (corrupt) files will be replaced at no charge (condition "b").

How to Fill Out the Refund Request Form

Our claim form will ask you to provide the following information:

  1. Your order number (found in your e‑mailed receipt)
  2. A list of questions numbers (or range) you are reporting as defective
  3. If you are reporting questions that are not based on current reference books, we'll need specific examples of a few questions and their relevance to old books or state codes

Please keep in mind that after you send us this information, it may take us a few days to analyze the files for errors.  Afterward, we will determine if a partial refund is justified.  If a major change occurred in a state’s list of reference materials, the study materials will become “unavailable” on our site and you will be issued a full refund.

Returning Funds to Your Bank or Credit Card Account

The majority of web sites that accept electronic payments (and bank cards) are forced to use third party payment processors like PayPal, Stripe, and Authorize.net.  These processors have no control over the amount of time it takes for funds being transferred between banks.

Refund transfers usually happen within 5 to 10 business days, depending on bank policies.

We have been told by some credit card users that when we do the refund within 24 hours, it doesn't even show up in their account.  That suggests an unknown period of delay to buffer any reversed charges.

Another factor to consider when determining the amount of time it takes to have funds returned would be a national holiday.  Say, for instance, you request a refund after 5:00pm on a Friday before a Monday holiday.  It could take an additional three (4) days for the process to start.

(updated 7/1/19)
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