Refund & Cancellation Policy

Unpaid orders

An untouched unpaid direct order can be cancelled from My Account when the Cancel unpaid order action is available. Orders with a payment attempt, uploaded bank slip, supplier activity or work already started require support review. Removing an item from your cart is different from cancelling an order.

Paid orders and certificates

Submit a cancellation or refund request through the order’s help section, or contact support with your order number, payment reference and reason. We review the payment, supplier or issuer status, service work, product-specific terms and applicable rights before confirming the available remedy.

Do not assume that a certificate has a blanket money-back period or that all digital products are non-refundable. Check the specific product or accepted quotation terms before purchase. Certificate revocation, reissue, order cancellation and payment refund are separate actions; one does not automatically perform the others.

Duplicate, failed or uncertain payments

If money was deducted but the order is still unpaid or verification is pending, contact support before paying again. Provide the transaction reference or bank slip. A failed browser redirect alone does not establish whether a payment succeeded.

Review and outcome

Sending a request does not itself approve a refund. We will communicate the review outcome and, where a refund is approved, the amount, method and expected processing time after checking the payment provider or bank. Any applicable deductions must be explained with reference to the agreed terms and applicable requirements.

Archiving an order does not cancel it, stop certificate expiry or remove its financial history. Contact support if you disagree with the outcome; the Complaints policy explains how to request a further review. Mandatory rights remain unaffected.