1. Credit-deduction rules (first, when a credit gets used)
- A training credit is deducted only when the interview voice connection is successfully established (you can hear the AI officer speak).
- Deduction ratios: Realistic mode deducts 0.5, Training mode deducts 1, and Stress mode deducts 1.5.
- No credit is deducted if, after you click start, the connection fails, the microphone cannot be used, or the call is otherwise not connected.
- “Continue a past interview” opens a new real-time conversation and is charged again at the mode of that historical record.
- New users receive 1 training credit on registration, usable for 1 Training-mode session, 2 Realistic-mode sessions, or as a partial balance toward a Stress-mode session.
2. Refunds for unused credits
- Within 7 days of purchase, if the credits from that order are entirely unused, you may request a full refund.
- For partially used orders, a refund is issued in proportion to the unused training credits (e.g., a 3-credit pack with 1 Training-mode session used is refunded 2/3).
- All refunds are returned by the original payment method (Alipay / bank card / FPX, etc.), processed by Stripe, and typically arrive within 5–10 business days.
- Orders older than 7 days are in principle non-refundable, but you may keep using them (credits do not expire).
3. Fault compensation
If an interview is interrupted, or clearly cannot proceed normally, due to a fault in our service (the AI does not respond, the server is down, etc.), please contact us with the approximate time and your account email; after verification we will restore the credits deducted accordingly. For interruptions caused by disconnection in your own network environment, we will handle the matter at our discretion depending on the circumstances.
4. Situations where refunds do not apply
- dissatisfaction with the AI officer’s questioning style, scoring results, or “simulated verdict” (simulated results do not represent real visa outcomes, see the Terms of Service);
- refusal of a real visa application (the Service bears no responsibility for any visa outcome);
- an account terminated for violating the Terms of Service.
5. How to apply
Email
[email protected], stating your registered email and the order time. We will reply within 3 business days and, once the refund is approved, immediately initiate the return by the original payment method.
This Policy does not affect any rights you have under the mandatory consumer-protection laws of your place of residence.
6. Language
This Policy is provided in Chinese and English. In case of any discrepancy, the Chinese version shall prevail.