Refund & Cancellation Policy
This policy details the terms governing subscription cancellations, refund requests, $2.00 USD exam switching fee policies, and Razorpay transaction adjustments.
1. Digital Service Nature & Instant Activation
NeoMCQ is a purely digital, cloud-delivered educational platform. Upon successful payment verification via Razorpay, subscription features (such as daily MCQ quotas, AI Tutor sessions, and neural audio TTS) are activated immediately in your account.
Because digital access is granted instantly upon payment confirmation, standard physical return mechanics do not apply. All purchase requests are governed by the criteria outlined in this policy.
2. Subscription Cancellation Procedure
You may cancel your monthly or annual subscription at any time without penalty:
- One-Click Self-Service: Navigate to your Billing Portal inside your account settings and select "Cancel Subscription".
- Immediate Effect on Auto-Renewal: Cancellation stops future automatic recurring charges immediately.
- Access Until Billing Period Expiry: Following cancellation, your paid plan benefits remain active until the exact conclusion of your current paid billing cycle. No partial prorated refund is issued automatically for unused remaining days in a routine cancellation.
3. Refund Eligibility & Review Criteria
To maintain fair operations while protecting candidates against technical errors, refund requests are evaluated according to the following guidelines:
- Accidental Duplicate Charges: Charged twice for the same billing cycle due to a gateway lag or network timeout.
- Verified Technical Non-Delivery: System failure preventing access to paid tier benefits for more than 48 consecutive hours after payment confirmation.
- Unauthorized Fraudulent Transaction: Proven unauthorized card use reported within 72 hours of transaction.
- Change of mind after active consumption of daily MCQ quotas.
- Failure to pass an official examination (see Disclaimer).
- Forgotten subscription renewals where cancellation was not submitted prior to renewal execution.
- Account suspension due to terms violations (e.g. scraping).
4. Non-Refundable Services & Exam Switch Fees
Distinct Distinction: $2.00 USD Exam Curriculum Switch Fee
The $2.00 USD exam curriculum switching fee paid by Free, Pro, or Max members covers immediate server-side re-indexing and database schema re-alignment for your target exam. Once an exam switch transaction is executed and processed, the $2.00 USD switch fee is strictly non-refundable, unless a server malfunction prevented the curriculum re-alignment from completing.
5. Elite Annual Subscription ($499 USD) Refund Terms
The Elite Annual Plan ($499 USD / year) grants 365 days of unlimited platform usage and zero exam switch fees.
- 7-Day Grace Review Window: Elite annual subscribers may request a full refund within 7 calendar days of initial purchase, provided fewer than 100 total questions or AI Tutor whiteboards have been generated during that period.
- After 7 Days: Elite annual plans are non-refundable for partial unused months.
6. Duplicate Billing & Technical Delivery Failures
In the event of duplicate billing caused by payment network timeouts, our billing team will verify the Razorpay logs and issue a full credit refund to your original payment method for the duplicate charge within 3–5 business days.
7. How to Submit a Refund Request
To request a refund review:
- Send an email to support@neomcq.com or use our Contact Us portal selecting category "Refund Request".
- Include your account email address, Razorpay Payment ID (e.g.
pay_XXXXX), purchase date, and reason for the request. - Our billing team will review your request and respond within 24 to 48 business hours.
8. Razorpay Processing Timelines & Exchange Rates
Approved refunds are processed through Razorpay back to your original payment card, UPI, or bank account.
- Processing Window: Razorpay typically credits refunded funds within 5 to 10 international banking business days depending on your issuing bank.
- Currency Exchange Rates: Refunds are issued in the original transaction currency (USD). NeoMCQ is not responsible for minor currency fluctuations or cross-border conversion adjustments imposed by your card issuer during refund processing.
9. Chargebacks & Payment Dispute Protocols
We strongly encourage candidates to contact support@neomcq.com before initiating a credit card chargeback with their bank. Unilateral chargebacks initiated without prior contact may result in immediate account suspension pending dispute resolution.
10. Mandatory Statutory Consumer Rights
Nothing in this policy limits or waives non-excludable statutory rights granted to consumers under local legislation (such as EU Directive 2011/83/EU on digital content supply or local consumer guarantees). Where local mandatory laws provide non-waivable refund rights, those statutory protections prevail.