Refund policy
MockRun sells one-time packs of question credits. This page explains when credits come back by themselves, and how to get your money back. It’s part of our Terms of Service.
MockRun is in beta. Invited testers practice free, and checkout is a test that takes no real payment, so there is nothing to refund yet. This policy applies once paid practice starts.
Credits that come back by themselves
You don’t need to ask for these. They go back to your MockRun account as question credits.
- Questions you didn’t answer. When you start a practice, we hold one credit for each question in it. Credits for the questions you didn’t answer come back when the practice ends. A question you skip without answering, or answer only with words like “Um” or “Okay”, uses no credit.
- Feedback that can’t be finished. If the review of an answered question fails and can’t be retried, its credit comes back at once. If it can be retried, you can try again from your feedback page. If it still hasn’t finished 24 hours after it first failed, its credit comes back automatically.
- Feedback paused by the daily limit. If feedback pauses because MockRun reached its daily AI limit, you can try again after 00:00 UTC. The same 24-hour rule applies.
When a review stops, your feedback page says whether its credit has come back, or when it will.
Refunds of a practice pack
If you’re not happy with a practice pack, email us within 14 days of buying it and we’ll refund it. You can also ask Paddle directly at paddle.net.
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle sends approved refunds back to the payment method you used. How long the money takes to arrive depends on your bank or card provider.
Credits from a refunded pack: they’re removed from your account, except any you already used or that a practice in progress is holding.
This policy doesn’t affect any rights you have under consumer law where you live.
How to ask for a refund
Email support@ftw-labs.com. The link opens an email with the details we need: the email address you used at checkout, and which pack you bought and when. The receipt Paddle emailed you helps us find the purchase. If you’re signed in, you can instead choose “Get help with this purchase” next to the pack on your account page. That email already names the purchase.
We answer refund requests within 2 business days.
Problems with a purchase
- If you paid but your credits didn’t arrive, email us with your receipt.
- If your account shows that we couldn’t confirm a checkout started, it didn’t open, so there’s nothing to pay yet. Check that purchase from your account before trying again.
- If checkout couldn’t start, nothing was charged, and you can try again.
- Your account page lists your purchases and opens your invoices.
Before you delete your account
After you delete your account, its unused credits can’t be used. If you’d like a refund for a pack, ask before you delete your account. The Privacy policy says which purchase records are kept.