Refund Policy
Effective Date: September 28, 2026
Right now, prepaid access is opened when a Manager redeems a code on the account page. A refund depends on whether that code has been redeemed — not on whether a report has been opened. Guests cannot pay and cannot redeem codes.
In one sentence
If the official code has not been redeemed and we took payment for it, you can request a refund. Once the code is redeemed, access has been delivered. We do not refund cash.
Gift codes, channel codes, and codes bought for you by someone else with no matching official payment on our side are never refunded in cash.
Unused codes
You may request a refund or cancellation when all of the following are true:
- The code is still unused in our system;
- The code is still within its printed validity window, if one is printed;
- We can match an official payment: an order number, a transfer record, or the Manager email / buyer contact recorded when the code was issued.
What we do:
- Refund the official payment in full to the original payment channel;
- Void the code at once. It cannot be redeemed after that.
Window for unused codes: 30 calendar days from the official payment date, or the expiry date printed on the code, whichever comes first.
We do not refund when:
- There is no official payment record (gift, channel, or unknown source);
- The code has passed the expiry date printed on it;
- The buyer asks us to send the money to an account unrelated to the original payment.
Redeemed codes
When a Manager selects a Learner on the account page and redemption succeeds, the prepaid period is written to that Learner. That is delivery of a digital good.
- No cash refund, whether or not that Learner later opened a full report or downloaded an MP3.
- The code is not restored. One code, one redemption. Redeemed means void.
- Unused days cannot be moved to another Learner in place of a refund.
- Clearing a learning record and renaming a Learner is not a refund and does not transfer leftover days. This version of the account page does not offer a clear-record action.
- Learning records, trial reports, the display name, and the PIN stay.
The only manual fix that does not pay cash is in Exceptions.
Who may ask, and where the money goes
- Ask from the Manager email, or as the original buyer with the payment record.
- Cash goes back only on the official original payment channel. We do not reroute it.
- A Learner cannot request a refund.
- Extra Learners on the same Manager account do not change the unused / redeemed line.
Exceptions (redeemed codes may be corrected; cash refund is still not the default)
| Situation | What we do |
|---|---|
| Within 7 calendar days you redeemed the wrong plan, or the wrong Learner, and that profile has not yet touched the paid gate | We pull the access off the wrong profile and apply it to the right plan or the right Learner. The original code stays void. |
| The same code or the same payment was opened twice | We remove the extra grant. If we were paid twice, we refund the duplicate payment. |
| Redemption showed success but the account has no matching access | We grant the missing access, or we refund the official payment in full and void the code. |
| Unauthorized redemption (someone else signed in as the Manager and redeemed) | We revoke the access. An official payment may be refunded. Change the password. |
| After redemption, a paid feature is continuously unavailable for more than 24 hours | We extend membership by the downtime. Cash refund is not the default. |
“Has not yet touched the paid gate” looks only at the Learner that received the mistaken redemption: no non-trial full report opened, no print / PDF download, no MP3 download of an article. Other Learners do not count. Classics are not on the site yet, so classic chapters are not part of the gate.
A correction is offered once. If the paid gate has already been touched, we do not switch the plan and we do not move days.
Free content and the trial
These were never sold, so they are not refundable: article text, in-page audio, vocabulary and quizzes after sign-up, this piece’s score, the weakest skill-layer name when we can tell, and the first Learner’s trial of full reports (fourteen days or seven reports, whichever comes first).
Classics are not on the site yet and are not part of this policy.
If we later refund or revoke a redeemed code, we still do not take back trial reports already opened. Trial reports do not include MP3 download.
How to request
- Write from the Manager email to contact@readlevels.org.
- Include: the email, the code (last four characters are enough), which plan you mean, the purchase date, and the payment record.
- We reply within 3 business days.
- If we agree to refund an unused code, we void the code first, then refund on the original channel. Arrival takes 1–7 business days depending on the payment provider.
The account page does not offer a one-click refund in this version.
App stores
If you later buy through the App Store or Google Play, those stores’ refund rules apply. Website redeem codes are not refunded through the stores.