1. Overview

This Refund Policy explains when refunds are and are not available for subscriptions and purchases made on utesto.com (the "Service"), operated by Utesto ("Utesto," "we," "us," or "our"). It forms part of, and should be read together with, our Terms of Use.

Because Utesto provides immediate access to digital content and services (mock tests, practice questions, scoring, and study materials), this Policy is deliberately strict. Please read it in full before you subscribe. By purchasing, you confirm that you have read, understood, and agreed to this Policy.

2. Merchant of Record

Payments and refunds for the Service are processed by our Merchant of Record, Paddle.com Market Limited ("Paddle"). Where a refund is approved under this Policy, it is issued through Paddle to the original payment method. Your purchase is also subject to Paddle's Buyer Terms and Conditions.

3. General rule — digital content is non-refundable once accessed

Our subscriptions provide instant access to digital content. Accordingly:

Fees are non-refundable once you have accessed, opened, started, or used any test, question, or material included in your subscription during the billing period, or once any substantial part of the digital content has been made available to you.
Subscription fees are for access to the Service for the billing period — not for a guaranteed result, a minimum amount of usage, or a specific number of tests taken.
No refund is given for partial use, unused time, unused tests, change of mind, lack of use, or failure to cancel before a renewal.

By starting to use the Service, you expressly acknowledge that performance has begun and that you thereby lose any right to withdraw or "cool off" to the fullest extent permitted by applicable law (see Section 6 for consumers in the EEA/UK).

4. Limited exceptions

We will consider a refund only in the following limited circumstances, and only if you contact us at support@utesto.com within 14 days of the charge:

Duplicate or accidental charge — you were charged more than once for the same subscription period in error.
Unauthorised or fraudulent charge — the payment was made without the account holder's authorisation (subject to verification).
Material technical failure — a persistent, verifiable technical fault on our side prevented you from accessing the Service for a substantial part of your billing period, and you reported it to us promptly and gave us a reasonable opportunity to fix it, but we were unable to do so.

Refunds under these exceptions are assessed on a case-by-case basis at our reasonable discretion and may be prorated. General dissatisfaction, having "not used" the Service, or having already completed the tests are not grounds for a refund.

5. Auto-renewing subscriptions

Utesto subscriptions renew automatically until cancelled. Renewal charges are non-refundable, including where you forgot to cancel, stopped using the Service, or did not notice a renewal reminder.
You can cancel at any time through your account settings or the management link in your Paddle emails. Cancellation stops future renewals; you keep access until the end of the period already paid for.
To avoid being charged for a new period, cancel before your renewal date. We are not obliged to refund a renewal simply because it was not cancelled in time.

6. Consumers in the EEA and United Kingdom

If you are a consumer in the EEA or UK, you may normally have a statutory right to withdraw from a distance contract within 5 days. However, for digital content and services supplied immediately:

by purchasing and requesting immediate access, you give your express prior consent to the supply of the digital content/service before the end of the withdrawal period; and
you acknowledge that you thereby lose your right of withdrawal once performance has begun.

This Policy does not exclude or limit any refund or remedy that is mandatory under the consumer-protection law that applies to you and cannot lawfully be waived.

7. Anti-abuse and fair-use provisions

To keep the Service fair and sustainable, we actively monitor for and act against abuse of this Policy, including:

"Use-and-refund" behaviour — subscribing, accessing or completing tests and materials, and then requesting a refund;
Repeated refund requests across multiple accounts, emails, or payment methods;
Account or credential sharing, or use of one subscription by multiple people;
Abusive chargebacks — initiating a chargeback or payment dispute instead of contacting us, or after the content has been accessed.

Where we identify such conduct, we may (a) decline the refund request, (b) suspend or permanently terminate the account(s) involved without refund, (c) refuse future service, and (d) submit evidence of your usage (including access logs and completed tests) to Paddle and the relevant card network to contest an unwarranted chargeback. Fees obtained through, or associated with, fraud or abuse are non-refundable.

8. Chargebacks — contact us first

If you believe a charge is incorrect, please contact us at support@utesto.com before initiating a chargeback or payment dispute. Most issues (such as a duplicate charge or a missed cancellation) can be resolved quickly and directly. Filing a chargeback for content you have accessed may be treated as a breach of our Terms of Use and may result in termination of your account.

9. How to request a refund

To request a refund under Section 4, email support@utesto.com with:

the email address on your account;
the date and amount of the charge (or your Paddle order/receipt reference); and
a clear description of the reason for your request.

We aim to review eligible requests within a reasonable time. Approved refunds are processed by Paddle to your original payment method; the time for the funds to appear depends on your bank or card issuer.

10. Changes to this Policy

We may update this Refund Policy from time to time. The version in effect at the time of your purchase applies to that purchase. Material changes will be reflected by an updated "Last updated" date and, where appropriate, notice through the Service.

11. Contact

Utesto
Email: support@utesto.com
Website: utesto.com

Trademark notice

TOEFL® is a registered trademark of Educational Testing Service (ETS). CELPIP® is a registered trademark of Paragon Testing Enterprises. Utesto is an independent preparation service and is not affiliated with, endorsed by, or approved by ETS or Paragon Testing Enterprises. All trademarks are the property of their respective owners.