Refund Policy

CertPrep Studio ("we", "us") is operated by CertPrep, LLC. We sell one-time, 12-month access to specific certification preparation programs — not a recurring subscription. This Refund Policy describes the two refund guarantees we stand behind, when each applies, and how to claim one.

Payments are processed by Stripe. Card statements typically display "CERTPREP" or "STRIPE" alongside the transaction descriptor.

1. 14-day money-back guarantee

Within 14 days of purchase, we will refund the full amount paid — no questions asked, no conditions on usage. If CertPrep Studio isn't the right fit, you have a clean exit.

To claim, email support@certprepstudio.com from the billing email on file within 14 days of purchase, with the invoice number or organization name. Refunds are processed to the original payment method within 5 business days of approval.

2. 12-month pass guarantee

If you complete our program and still don't pass your exam, we will refund 100% of your CertPrep fee, provided all of the following are true:

• You completed at least 80% of the practice question bank for your certification.
• You passed at least 2 full-length mock exams at a score of 70% or higher.
• Your CertPrep dashboard showed an "Exam ready" indicator at the time you sat the exam (calibration score ≥ 80, ≥ 2 mocks attempted).
• You sat the actual certification exam within 12 months of your CertPrep purchase.
• You submit official failure documentation from the issuing body (ABIH, BCSP, IHMM, etc.) within 30 days of the exam attempt.

The pass guarantee covers the CertPrep prep fee only. Exam registration fees, retake fees, study material from third parties, and any other costs incurred outside our platform are not included.

The pass guarantee is per learner per certification. If a single learner sits the same exam twice and qualifies for the guarantee both times, the guarantee applies once per CertPrep purchase.

3. Renewal

Your CertPrep access expires 12 months from the date of purchase. We do not auto-renew or auto-charge — there is nothing to cancel. To extend access for another 12 months, simply make a new purchase from Admin → Billing (teams) or your individual account dashboard.

4. Adding seats during the access period

Teams can purchase additional seats at any time during the current 12-month access period. Each new seat purchase is also valid for 12 months from the date that purchase is made — so seats purchased mid-period extend beyond the original window. We do not pro-rate added seats to align with the original expiry.

We do not refund unused seats from a prior purchase if a learner leaves the team before the 12 months are up. The seat remains available for reassignment to another team member for the remainder of the access window.

5. Duplicate or erroneous charges

If you believe you were charged in error or see a duplicate charge, email support@certprepstudio.com with the invoice number or the last 4 digits of the card charged. We investigate and issue a full refund for any charge we cannot reconcile to a legitimate purchase within 5 business days of your report.

6. Enterprise and custom contracts

For enterprise agreements (typically 100+ seats) or custom contracts executed outside our standard online checkout flow, refund terms are governed by the signed order form or master service agreement, which supersedes this policy. This policy applies only to purchases made through the standard CertPrep Studio checkout.

7. How to request a refund

Email support@certprepstudio.com from the billing contact's email address on file. Include:

• Your organization name (or individual learner email)
• The invoice number, or the charge date and amount
• Which guarantee you're claiming under (14-day money-back or 12-month pass guarantee)
• For pass guarantee claims: official failure documentation from the issuing body

We respond within 2 business days. Approved refunds are issued to the original payment method via Stripe, typically landing within 5–10 business days depending on your bank or card issuer. International refunds may take up to 15 business days.

8. Chargebacks

Before initiating a chargeback with your bank or card issuer, please contact us first — most refund requests are resolved within 2 business days and a chargeback only delays the process. We reserve the right to suspend access to accounts with unresolved chargebacks until the dispute is closed.

9. Contact

Refund and billing questions: support@certprepstudio.com

CertPrep, LLC · 1111B S Governors Ave # 83686, Dover, DE 19904, United States. Payments processed by Stripe.