Refund Policy
How CertGenius AI handles refund requests, duplicate charges, and access after a refund.
Last updated: June 20, 2026
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Policy summary
CertGenius AI sells digital access to certification-training courses and related learning experiences. We want learners to feel confident starting a course while protecting the value of the adaptive engine, question bank, and generated learning content.
Unless a signed agreement says otherwise, eligible self-serve course purchases may be refunded within 7 days of purchase if the account has not completed substantial course activity and has not violated the Terms.
Eligible self-serve refunds
- The refund request is submitted within 7 days of the original purchase.
- The purchase was for self-serve course access, not a custom enterprise, team, government, white-label, or invoiced agreement.
- The learner has not completed a full adaptive practice set, used substantial course content, or engaged in activity that suggests course extraction rather than evaluation.
- The account is in good standing and has not violated anti-scraping, account-sharing, abuse, or payment-fraud rules.
Non-refundable situations
- Requests outside the refund window, except where law requires otherwise.
- Enterprise, team, government, custom authoring, white-label, or invoiced purchases, which are governed by the signed agreement or invoice terms.
- Accounts that attempted to scrape, bulk copy, resell, publish, share, or reconstruct CertGenius AI content or question banks.
- Completed or heavily used digital access where the learner received the core value of the purchased course.
- Exam fees, certification vendor charges, third-party costs, or other expenses paid outside CertGenius AI.
Duplicate charges and billing errors
If you believe you were charged twice, charged for the wrong course, or billed in error, contact support with the email used at checkout, approximate purchase time, course name, and the Stripe receipt or payment reference. We will review verified billing errors even if the standard refund window has passed.
How to request a refund
- Email the support address listed below from the email used for the purchase.
- Include the course name, purchase date, checkout email, receipt or payment reference, and a short reason for the request.
- Do not send full card numbers, passwords, government IDs, or sensitive exam materials through support email.
- Approved refunds are returned to the original payment method where possible. Bank and processor timing can vary after we submit the refund.
Access after a refund
When a refund is approved, the related course entitlement may be removed or downgraded. Free preview features may remain available if the account otherwise qualifies.
Chargebacks
If you open a payment dispute or chargeback, access may be paused while the payment processor reviews the claim. Contact support first when possible so we can resolve verified billing issues more quickly.
Certification vendors
CertGenius AI training purchases do not cover certification vendor exam fees, retake fees, vouchers, membership dues, or official vendor materials unless a separate offer clearly says so. Refunds from CertGenius AI do not create refunds from any certification vendor or exam provider.