POLICIES · VERSION 2026-09-12-subscriptions-refunds-privacy-v4
Refund policy
Our voluntary refund offer is limited to a request made within 72 hours of successful payment, before expiry and before any credits from that payment are consumed. Mandatory consumer rights and remedies for billing or service failures remain unaffected.
Contact for support, privacy and refund requests: hello@imperialapply.com
Scope and priority of mandatory rights
This policy contains our voluntary change-of-mind refund offer. It does not replace mandatory cancellation rights or remedies for defective, misdescribed, undelivered or unlawfully charged services. Where applicable law requires a refund or a longer cancellation period, that law takes priority even if credits have been used or 72 hours have passed. Earlier purchases retain the policy accepted for those purchases; this version does not retrospectively remove existing rights.
72-hour unused-purchase window
For a voluntary refund, your request must reach the published support channel no later than 72 hours after the payment succeeded, the relevant access or credit period must not have expired, and none of the credits supplied by that payment may have been consumed. All conditions must be met. Three days means 72 consecutive hours, not three business days or the end of a third calendar date. We compare the payment and request timestamps in UTC; our later handling time does not invalidate an otherwise timely request. The rule applies separately to the first subscription payment, each renewal payment and each additional-credit purchase.
What counts as use
Any actual consumption of credits from the purchase makes that purchase ineligible for our voluntary refund, even if only one credit remains consumed. This includes a charged writing check or joint check, or starting a mock interview where the displayed charge applies; abandoning a paid attempt does not by itself undo the charge. We use the recorded allocation of credits to the purchase, not merely whether the account has ever used any credits. Public guidance, the free checker and other actions that do not consume credits do not by themselves count as credit use. A failed operation for which the reservation was released or credits were fully returned is not counted as completed consumption. A pending operation must be resolved before unused status can be confirmed. Deleting a draft, report, history record or account does not erase recorded credit consumption.
After use, expiry or 72 hours
We do not offer a voluntary refund once credits from the payment have been consumed, once the relevant entitlement or credit period has expired, or once more than 72 hours have elapsed after successful payment. Unused balances do not create an entitlement to a refund, rollover, extension or cash redemption after these limits. Forgetting to use the tools, missing your own deadline, changing programme or application plans, disliking non-defective feedback, or not receiving an offer of admission does not extend the voluntary window. Mandatory rights and verified billing or service errors remain subject to the exceptions below.
Subscriptions and renewals
Cancelling renewal in Account stops the next renewal where cancellation takes effect before that billing date; it does not automatically refund a payment already made. Submit a separate refund request if the relevant payment meets this policy. Each monthly renewal has its own 72-hour unused-payment window, measured from successful payment. A request received more than 72 consecutive hours (three days) after a renewal payment does not qualify for a voluntary refund, even if you have not used that period’s credits or forgot to cancel renewal. Within 72 hours, the relevant credits must still be unused and unexpired. Mandatory consumer rights and qualifying billing or service-error remedies remain unaffected. If you want no further renewal, also cancel it in Account and verify the displayed status. A refund and a renewal cancellation are separate operations: do not assume that receiving a refund alone has ended the subscription. An approved refund removes the credits and access attributable to the refunded payment; unrelated paid purchases keep their terms.
Additional 200-credit purchases
The USD20 extra-credit pack is a one-time purchase available to active Basic or Pro subscribers. It follows the same 72-hour, unused and unexpired conditions. Its credits expire 365 days after purchase and do not prolong a subscription. They cannot be used without the necessary active programme access. Letting the subscription lapse does not automatically refund or extend the add-on. If a payment succeeded but eligibility or access was not supplied as described, contact support for investigation rather than treating the error as normal use.
Billing errors and unavailable service
Report duplicate or unauthorised charges, payment taken without the promised access, or a material failure to provide the purchased service. We will investigate and provide the remedy required by applicable law, which may include restoring access, correcting credits, repeating a failed service or refunding an appropriate amount. These claims are not automatically rejected solely because of the 72-hour rule or prior credit use. A failed AI request normally releases its reserved credits under the product workflow; a credited-back request is not a separate cash refund. We do not require you to waive a lawful payment dispute or disclose a confidential university decision to raise a genuine complaint.
Statutory cancellation and immediate access
Some jurisdictions provide a statutory cooling-off period that exceeds our voluntary 72-hour offer. The rules can differ between services and digital content. Where immediate performance can lawfully affect a cancellation right, any required prior express request, separate acknowledgement and contract confirmation must actually be obtained. Simply using credits, accepting general terms or reading this page does not by itself establish that all requirements for losing a statutory right have been met. We will not rely on a purported waiver that the actual checkout did not validly collect. Where lawful, a proportionate charge for service already supplied may apply instead of total loss of the cancellation right.
How to request a refund
Use the published support contact from your registered account email. State the order or invoice reference, payment date, selected plan and the reason for the request. An unambiguous request to cancel the purchase and receive a refund is sufficient; no special wording is required. Do not send a full card number, secret key, password or complete application document. We may verify ownership and check payment, credit-allocation and service records. If you believe a statutory right or service failure applies, describe it even where our voluntary conditions are not met. Keep a copy of your request and stop further chargeable use of the relevant credits while the request is assessed.
Processing and destination
We review requests against the purchase terms and records and explain the decision. Approved refunds are issued through the original payment provider to the original payment method where supported, within any period required by applicable law. Bank and payment-provider processing times vary; we do not guarantee instant receipt or offer a transfer to an unrelated account. Exchange-rate differences and third-party conversion fees are governed by the bank or provider, except where applicable law requires us to reimburse them. Incorrect records can be challenged with supporting information; this policy does not give us an unreviewable right to reject a valid claim.
Support contact
Send refund requests to hello@imperialapply.com.