Refund Policies & Procedures

1.  General policy

Because our products are electronic/digital files, they cannot be physically returned once delivered or downloaded, unlike physical goods.

Under U.S. Federal Trade Commission (FTC) guidelines, sellers of digital products are not required to offer refunds for downloaded or accessible digital files.  Refunds for digital products are provided at the seller’s discretion, provided the refund policy is clearly disclosed prior to purchase.

We offer refunds for digital files on a case-by-case basis as outlined in the numbered sections of this policy, including when a file was purchased by mistake, is a duplicate, or cannot be reasonably used.  To evaluate a request, we may require a clear and accurate explanation of what occurred, as described in Section 5.

If sufficient or accurate information is not provided, or if the request does not meet the conditions described in this policy, the purchase may be considered non-refundable in accordance with standard digital product practices.

Authorized refunds are processed within a reasonable time and may be subject to administrative review and processing availability.

2.  Exchanges

We offer exchanges for eligible digital products.  Requests for an exchange must be submitted within five (5) days of the original order date.

Exchange eligibility depends on the specific product purchased and its pricing, and is intended to address situations such as purchasing the wrong file or needing a different version of the same product.  Exchanges do not apply to all products and are subject to review under this policy.

3.  Defective Products

If you receive a defective product, please contact us within three (3) days of purchase.  Defects may include file corruption, download errors, or receiving the wrong item.  Once verified, we will offer a replacement or exchange at no additional cost.

4.  Customers who are unclear about what they bought

All products sold on this site are one-time purchases of downloadable digital files.  We do not sell “online subscriptions”, recurring services, or access to “online courses”.

Customers are responsible for reviewing product descriptions and confirming that the item meets their needs before completing a purchase.  Once payment is processed and download access is provided, the transaction is considered complete in accordance with Section 1 of this policy.

Because our products are not subscription-based or cancellable services, there is no automated “cancel order” or “undo purchase” option after checkout.  Refunds, exchanges, or replacements are available only under the specific conditions described in this policy and may require a written explanation as outlined in Section 5.

5.  A “What Happened” statement

When you request a refund for a digital file, we ask that you submit a “What Happened” statement explaining the reason for the request, such as purchasing the file by mistake, being unable to use it, purchasing a duplicate, or the file being deleted or lost from your device.

All download activity is recorded by our service provider that hosts our digital files.  These records include the date and time of each download attempt and the general device type used.  When the information provided in your “What Happened” statement does not materially match our activity logs, the transaction may be treated as disputed or potentially fraudulent.

If a customer continues to provide statements that conflict with our verified download records, the refund amount may be reduced or denied.  This is because additional administrative and legal work may be required, including preparing dispute response documentation, sworn affidavits, and notary services, all of which result in non-recoverable expenses.

In the event a chargeback or bank dispute is filed, financial institutions routinely ask whether the issue was first addressed with the seller (see related refund procedures in other sections of this policy). Providing inaccurate or incomplete information to your bank or credit card issuer often results in delays or denial of the claim. Resolving the matter directly with us is typically faster and avoids unnecessary processing time, which can otherwise extend for weeks or months.

Where a refund is authorized, we will ask you to destroy/delete the files you received.  Our file delivery service automatically disables the secure link you received in email.

7.  Other exceptions

You will be entitled to a partial, full refund or file replacement when one of the following conditions exist:

1. The files you received had content errors (mis-quoted code sections) or wrong answer key values.
2. The files you received are corrupt (damaged) and will not open on your desktop or laptop computer.
3. You placed a duplicate order by mistake.
4. The files you received do not match current exam reference versions.

8.  Content errors & corrupt files

If you are claiming that the files you received have content errors such as incorrect code references in the answer key or questions that can not be found in the code book, you will be asked to provide a few of the incorrect questions and/or wrong answers so that we can verify your claim.

Any defective (corrupt) files will be REPLACED AT NO CHARGE.

9.  Your files are out-of-date

This is determined by the your purchase date versus the date of the last published bulletin.  We do not receive any notices from exam providers (like PSI) about them deciding to change code versions and have to discover this on our own by checking their web site manually.

Sometimes this causes a lag between the time we notice the change and when our files get updated.  We do our best to disable the sale of old files but sometimes that doesn't happen immediately.  In that case, when we notice this, we will notify you that your files are not current and will issue a full refund.

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