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Last updated: August 17, 2026
If you bought a token package by mistake, email v@englishrhino.com promptly with the account email and purchase date. We review requests individually. A voluntary refund is available only if none of the tokens from that purchase have been used.
When an AI evaluation fails before completion, its reserved tokens are automatically returned to the account. This is a token reversal, not a payment refund. If you see a failure message, your balance should return automatically; contact us with the approximate time if it does not.
Permanent-access question banks and consumable Complete Test packages are different products. The access type, included quantity, and price are shown before checkout. Statutory cancellation and refund rights remain unaffected.
Approved payment refunds are returned through Stripe to the original payment method. Bank processing time varies. Tokens associated with a refunded purchase may be removed from the account.
This policy does not limit any cancellation, refund, chargeback, or consumer right that applicable law requires. Suspected fraud or duplicate charges will be investigated.