Refund Policy – Mock Guru

1. General Policy Overview

Mock Guru provides digital educational services, including:

• Online mock tests and practice exams
• Premium subscriptions and membership plans
• Downloadable study materials and resources
• Exclusive learning tools and features
• Performance analytics and progress tracking

Digital Content Nature: Because Mock Guru provides immediate digital access to educational content and services upon successful payment, our refund policy reflects the nature of digital goods, which cannot be "returned" in the traditional sense.

Policy Acknowledgment: By making a purchase on Mock Guru, you acknowledge that you have:

• Read and understood this Refund Policy
• Had the opportunity to review the product/subscription details
• Agreed to the terms and conditions of purchase
• Accepted the refund eligibility criteria outlined herein

2. Refund Eligibility & General Principles

This applies to:

• Premium monthly subscriptions
• Annual premium memberships
• Mock test packages
• Study material bundles
• Downloadable content packages
• Lifetime memberships
• All other digital products or services

Why are most purchases non-refundable?

1. Digital content is instantly accessible upon purchase and cannot be "returned"
2. Once you have accessed mock tests or study materials, they have been consumed
3. The product cannot be resold or transferred to another party
4. The service is provided in accordance with the terms agreed at purchase

3. LIMITED Refund-Eligible Scenarios

Mock Guru recognizes that certain circumstances warrant exceptions to our general non-refund policy. LIMITED refunds may be considered in the following situations:

3.1 Technical Failure – Service Not Delivered

Eligibility: A refund may be considered if:

• Your payment was successfully processed
• BUT access to the purchased service/content was NOT provided (technical failure)
• The service remained inaccessible for more than 48 hours
• The issue was not due to your device, internet, or account settings

Refund Process:

1. Contact support@mockguru.in with transaction details
2. Describe the service access issue in detail
3. Provide your payment transaction ID and receipt
4. We will verify the technical issue
5. If verified, we will either restore access or process a refund
6. Response time: Within 5-7 business days

3.2 Duplicate/Multiple Charges

Eligibility: A refund may be processed if:

• You were charged more than once for the same purchase
• The duplicate charge resulted from a payment gateway error (NOT user error)
• You request the refund within 7 days of the duplicate charge

Proof Required:

• Multiple transaction IDs and payment receipts
• Proof of duplicate subscription access in your account
• Bank or payment method statement showing duplicate charges

Refund Process:

1. Contact support@mockguru.in immediately with proof
2. Provide all transaction IDs and receipts
3. We will verify the duplicate charge
4. If verified, we will process a refund to your original payment method
5. Refund processing time: 5-10 business days (depends on payment provider)
6. Response time: Within 48 business hours

3.3 Fraudulent Charge or Unauthorized Transaction

Eligibility: A refund will be processed if:

• You did NOT authorize the charge (fraudulent transaction)
• Your payment method was used without your permission
• Someone else made a purchase on your behalf without consent
• You reported the fraud within a reasonable timeframe

Verification Required:

• Proof that the payment was unauthorized (account access denied, payment method compromised, etc.)
• Your bank or payment provider's fraud report (if applicable)
• Proof that you did not receive the service or attempt to use it

Important Note: If you have already accessed the premium content or service, a fraudulent charge claim may be denied, as the service was provided and consumed.

3.4 Account Error or System Issue

Eligibility: A refund or service adjustment may be considered if:

• You were charged incorrectly due to a system error on Mock Guru (NOT your mistake)
• You purchased the wrong subscription plan and request a change within 48 hours
• The pricing displayed at checkout was incorrect due to a website error
• You were granted access that should not have been granted

Refund Process:

1. Contact support@mockguru.in within 48 hours with details
2. Explain the account/system error
3. Provide your transaction ID and account details
4. We will investigate the error
5. If verified, we may offer: a refund, service correction, or account credit
6. Response time: Within 48 business hours

3.5 Payment Gateway Failure

Eligibility: A refund may be processed if:

• Your payment was deducted from your account
• BUT the transaction failed and access was NOT granted
• The issue was reported within 24 hours

Examples:

• Payment deducted but subscription not activated
• Partial payment processed; full payment not completed
• Transaction appears twice in bank statement but only once on Mock Guru account

Refund Process:

1. Contact support@mockguru.in immediately
2. Provide transaction ID, payment receipt, and bank statement proof
3. Allow 48 hours for our verification
4. If verified, refund will be processed to your original payment method
5. Refund processing time: 5-10 business days

4. Non-Refundable Scenarios

The following situations are NOT eligible for refunds:

Scenario	Why No Refund
Change of Mind	You purchased but changed your mind about the service. Digital access was provided as requested.
Subscription Cancellation	Canceling your subscription stops future charges but does not refund past payments for services already provided.
Dissatisfaction with Content Quality	You found the mock tests or study materials did not meet your expectations. The service was provided as described.
Account Already Used/Consumed	You accessed mock tests, viewed study materials, or used premium features. The service was consumed.
Exam Not Cleared	Mock Guru does not guarantee exam success. Results depend on your preparation and performance.
Wanted Different Subscription Plan	You purchased the wrong plan but accessed it first. Digital content cannot be returned.
Device/Compatibility Issues	You cannot access Mock Guru on your device due to compatibility or technical issues on your end.
Account Termination for Violations	Account suspended/terminated due to violation of Terms & Conditions or Acceptable Use Policy.
Internet/Connectivity Problems	Access issues due to your internet connection or device settings. Not Mock Guru's responsibility.
Forgot Password/Account Access Issues	Unable to access your account. Your responsibility to maintain account security and passwords.

5. Subscription Cancellation

Right to Cancel: You may cancel your subscription at any time through your account settings or by contacting support.

Important Points:

• Cancellation stops FUTURE charges after the current billing period ends
• Cancellation does NOT entitle you to a refund for payments already made
• You retain access to premium content until the current subscription period expires
• After expiration, your account reverts to free access

Cancellation Process:

1. Log into your Mock Guru account
2. Go to Settings → Subscription
3. Click "Cancel Subscription"
4. Confirm cancellation
5. Alternatively, contact support@mockguru.in to cancel

6. Auto-Renewal & Billing

Auto-Renewal: Some subscriptions have auto-renewal enabled. This means:

• Your subscription automatically renews at the end of the billing period
• Your saved payment method is charged automatically
• You will receive a reminder before renewal (where applicable)

Disabling Auto-Renewal:

• Go to Account Settings → Subscription → Auto-Renewal
• Toggle OFF to disable auto-renewal
• Your current subscription remains active until expiration
• No refund is issued for disabling auto-renewal

Unwanted Renewal Charge: If you were charged unexpectedly:

• Verify auto-renewal was enabled (many users forget this)
• If charged within 48 hours, you may request a refund under "Account Error"
• If charged beyond 48 hours and you used the service, refund is not eligible
• You may cancel to prevent future charges

7. Chargebacks & Dispute Process

If you dispute a charge:

1. Contact support@mockguru.in FIRST with details of your concern
2. Provide your transaction ID and specific issue
3. Wait for our response (typically within 48 hours)
4. We will investigate and attempt to resolve the issue

Chargeback Consequences: If you initiate a chargeback with your bank or payment provider without first contacting Mock Guru:

• Your account will be flagged for chargeback fraud
• Your account may be suspended or permanently terminated
• You will lose access to all Mock Guru services
• No future refunds will be processed
• You may be ineligible to register a new account
• We reserve the right to pursue legal action

Legitimate Chargeback: If you have a legitimate dispute (fraudulent charge, unauthorized transaction, service not delivered):

• Contact support@mockguru.in with complete details
• Provide proof: transaction ID, payment receipts, bank statement
• Describe why the charge was unauthorized or fraudulent
• We will investigate and respond within 5-7 business days
• If legitimate, we will process a refund or resolve the issue

8. Refund Request Procedure

Step-by-Step Process:

1. Contact Support
   • Email: support@mockguru.in
   • Subject: "Refund Request - [Your Transaction ID]"
   • Include your account email and transaction ID
2. Provide Details
   • Reason for refund request
   • Transaction/Payment ID
   • Date of purchase
   • Amount charged
   • Payment method used (card last 4 digits, email for PayPal, etc.)
   • Any supporting documentation (screenshots, bank statements, etc.)
3. Initial Response
   • We will acknowledge your request within 48 business hours
   • We will confirm receipt of all necessary information
   • We will inform you of the expected investigation timeline
4. Investigation & Review
   • We will verify your claim and investigate the issue
   • This typically takes 5-7 business days
   • We may request additional information if needed
   • In complex cases, it may take up to 14 days
5. Decision & Resolution
   • We will email you our decision: Approved, Denied, or Conditional
   • If approved, we will process the refund to your original payment method
   • If denied, we will explain the reason and your appeal options
   • Refund processing time: 5-10 business days (depends on payment provider)

Response Time Guarantee: We commit to reviewing all refund requests and providing a decision within 14 business days.

9. Refund Processing & Payment Methods

Refund Timeline:

Payment Method	Refund Processing Time	Additional Notes
Credit/Debit Card	5-10 business days	Refund appears as credit on your card statement. May take longer based on card issuer.
UPI	2-5 business days	Refund credited to the UPI account used for purchase.
Bank Transfer	5-10 business days	Refund returned to the bank account from which payment was made.
Digital Wallet	3-7 business days	Refund returned to the wallet account (Google Pay, PhonePe, etc.)
NetBanking	5-10 business days	Refund processed through your bank's online portal.

Important Note: Refund processing times depend on both Mock Guru AND your payment provider/bank. We process refunds immediately upon approval, but your bank may take additional time to credit your account.

No Cash Refunds: All refunds are issued to the original payment method. We cannot issue cash refunds.

10. Consumer Rights & Legal Compliance

Consumer Protection Act, 2019: This Refund Policy is subject to applicable provisions of the Consumer Protection Act, 2019. Your consumer rights under Indian law are protected and not waived by this policy.

Your Rights as a Consumer: Under the Consumer Protection Act, you have the right to:

• Protection against unfair or fraudulent trade practices
• Right to seek compensation for defective services
• Right to appeal refund denials through Consumer Dispute Redressal Commissions
• Right to file complaints with consumer protection authorities

Grievance Redressal Authority: If you are dissatisfied with Mock Guru's refund decision:

• You may file a complaint with the State Consumer Dispute Redressal Commission
• You may contact the District Consumer Dispute Redressal Authority
• You have the right to pursue legal action through Indian courts

Data Protection: Your personal and financial information related to refund requests is protected under our Privacy Policy and the Digital Personal Data Protection Act, 2023.

11. Fair Use & Abuse Prevention

Mock Guru reserves the right to deny refunds if we detect:

• Pattern of abuse: Multiple refund requests from the same account
• Fraudulent behavior: False claims or fabricated evidence
• Policy manipulation: Deliberately exploiting refund policies
• Payment fraud: Using stolen payment methods or unauthorized accounts
• Intentional overuse: Using services extensively then requesting a refund

Accounts identified as abusing refund policies may be suspended or terminated without refund.

12. Changes to Refund Policy

Right to Modify: Mock Guru reserves the right to modify this Refund Policy at any time.

Notification: Changes will be published on this page with an updated "Last Updated" date. Significant changes may be communicated via email.

Effective Date: Changes become effective immediately upon posting. Continued use of Mock Guru after changes constitutes your acceptance of the new policy.

Existing Purchases: Refund requests for purchases made BEFORE a policy change will be evaluated under the policy that was in effect at the time of purchase.

13. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us:

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