14 calendar days, before opening
You may request a change-of-mind refund within 14 calendar days after purchase if the relevant paid product or package has not been opened. Both conditions apply. No reason is required for an eligible request. This is a voluntary policy and does not replace statutory remedies.
What opening means
Before first use, the purchased item and the effect on this voluntary refund policy are explained and acknowledged. Deliberately opening a paid reading, starting a purchased assessment or revealing purchased flashcard content can mark the relevant purchase as used. For a package, first use of an included paid item applies to that package.
Browsing descriptions, free samples, your account, an order or a receipt does not count. Background preloading, an administrator preview or a failed request that supplies no usable paid content does not count. Opening one purchase does not open an unrelated purchase.
How to request a refund
Open the relevant purchase and choose its refund option when available, or email contact@acadex.ca with your account email and order reference. A request is reviewed by an administrator. Access and refund processing are coordinated to prevent use of content while the same refund is being processed.
A request or approval is not the same as a completed payment-provider refund. Your account records its progress. A confirmed refund ends only the access associated with the refunded purchase; unrelated purchases remain available.
Faults and statutory rights
Contact us about non-delivery, inaccessible content, material faults, misdescription, duplicate or unauthorised billing, or an incorrect first-use record. These matters are reviewed separately from a change of mind and are not automatically rejected because content was opened or 14 days passed.
Nothing here removes mandatory cancellation, withdrawal, warranty, refund or other rights under applicable law. Contacting Acadex does not prevent you from contacting your payment provider or a regulator.
Payment route and timing
Approved monetary refunds are submitted through the original payment method to the payer, subject to the provider’s supported process. We confirm the amount and status; bank posting times can vary. We do not substitute wallet credit for an owed monetary refund without a separate lawful agreement. Applicable legal processing deadlines remain in effect.