Refund Policy

The standard refund window

Ask within 14 days of a charge and we will refund it in full, as long as you have not substantially consumed that period’s AI usage allowance (as a guide: less than about a quarter of it). Your account page shows how much of the allowance is left, and you can ask us for the exact figure at any time.

This limit exists because AI usage costs us real money the moment it is spent, and it cannot be returned. It is not a way to avoid honouring genuine problems — see below.

Renewals

Subscriptions renew automatically. If a renewal caught you by surprise and you have barely used the new period, tell us within 14 days and we will refund it and cancel the subscription.

When we refund beyond the window

• The Service was unavailable or broken for a meaningful part of your paid period — we refund pro rata, or extend the period, whichever you prefer.
• You were charged twice for the same period, or charged after cancelling.
• We terminated your account without cause during a paid period.
• The law where you live gives you a stronger right — that right applies, and this policy never reduces it.

What is not refundable

• A period whose usage allowance you have substantially consumed, once the standard window has passed.
• Accounts terminated for a serious breach of the Terms of Service (for example sharing an account or redistributing content).
• Dissatisfaction with an examination result. The Service is a study aid and makes no promise about exam outcomes.

How to request one

Email support@med-guru.com from your account’s email address, with the approximate date of the charge. You do not need to explain yourself for a request inside the standard window.

We aim to answer within 2 business days. Approved refunds are issued by Paddle, our payment provider and merchant of record, back to the original payment method — typically within 5–10 business days depending on your bank. You can also raise a refund request directly with Paddle using the receipt they emailed you.

Cancelling instead

Cancelling is not the same as a refund: it stops future renewals while leaving your access running until the end of the period you have already paid for. You can cancel yourself at any time from Account → Manage billing, which opens the Paddle customer portal where your payment method, invoices, and cancellation all live.