Refund Policy

Last updated: 2 May 2026

We want every buyer to feel confident purchasing CISA Mock. This policy explains when and how you can request a refund.

Quick summary

1. Pre-start refunds (the easy case)

If you bought a mock exam and have not yet clicked Start on the timed exam, you can request a full refund within 7 days of purchase, for any reason or no reason at all. Email refund@cisamock.com with your purchase email address and order number, and we'll process the refund within 5 business days.

Try the free demo before buying if you're unsure whether the product is right for you. The demo exists specifically so you can evaluate quality, format, and difficulty before paying.

2. Post-start refunds

Once you've clicked Start on the timed mock exam, the questions are visible to you and the value of the product has effectively been delivered. Refunds in this situation are at our discretion and are evaluated case-by-case. We will consider refund requests where:

• A technical fault with the Service prevented you from completing the exam.
• The Service was unavailable for an extended period during your attempt.
• Other extraordinary circumstances apply.

We will not refund based on:

• The questions being harder than expected.
• Your score being lower than you hoped.
• Changing your mind after seeing the questions.

3. Refunds for non-delivery

If you paid but did not receive an access link within 30 minutes of purchase, check your email spam folder first. If still missing, use the /resend form on the website or email hello@cisamock.com with your purchase email and order number. We'll either resend the link immediately or refund your purchase in full.

4. Refunds for service defects

If the Service is unavailable, broken, or materially different from what was described at the point of sale, you are entitled to a full refund regardless of timing. Email refund@cisamock.com with details, and we will resolve promptly.

5. How to request a refund

Email refund@cisamock.com with:

• The email address you used at checkout.
• Your order or transaction reference number (visible on your purchase confirmation email).
• The reason for your refund request (a short sentence is fine).

We aim to respond within 2 business days and process approved refunds within 5 business days. The refund will be issued to the original payment method by our payment processor.

6. Statutory rights

This policy does not limit any statutory consumer rights you may have under the laws of your country. In particular:

• EU/EEA residents — you have the right to withdraw from a purchase within 14 days under the Consumer Rights Directive, except where the digital service has been fully delivered with your express consent. By starting the timed mock exam, you give express consent to begin the digital service and acknowledge that the right of withdrawal is lost upon doing so. Pre-start, the 14-day withdrawal right applies.
• UK residents — equivalent rights apply under the Consumer Contracts Regulations 2013.
• Indonesian residents — rights under Undang-Undang Perlindungan Konsumen (Law No. 8 of 1999) apply.

If you are unsure which rights apply to you, contact us at refund@cisamock.com and we will assist.

7. Bundle refunds

If you bought the bundle (Mock 2026 #1 + Mock 2026 #2):

• Neither exam started — full refund within 7 days of purchase.
• One exam started, the other not — partial refund equal to the unstarted exam's standalone price ($25), at our discretion.
• Both exams started — refund at our discretion under the criteria in Section 2.

8. Chargebacks

We strongly prefer to resolve refund requests directly. If you initiate a payment chargeback through your card issuer or PayPal without first contacting us, we may suspend your access pending resolution. Please give us the chance to resolve issues first via refund@cisamock.com.

9. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date at the top indicates when changes were last made. Changes apply only to purchases made after the change takes effect; existing purchases are governed by the policy in effect at time of purchase.

10. Contact

Refund requests: refund@cisamock.com General questions: hello@cisamock.com