We want you to feel confident subscribing to PrepBeta. This page explains exactly what our refund policy covers, what it doesn't, and how to reach us if something goes wrong.
Last updated: January 2025
Version 2.1
5 min read
On this page
Summary
General policy
When we refund
No refund cases
School accounts
How to request
Disputes
Contact us
Policy at a glance
Prepaid plans
All plans are prepaid and generally non-refundable once the service has been activated.
48-hour window
If a verified technical fault prevents access within 48 hours of payment, we will resolve it or refund.
We make it right
Contact WhatsApp support within 48 hours of the issue. We investigate every case promptly.
Important: Read this first
PrepBeta subscriptions are prepaid and non-refundable as a general rule. By completing payment, you agree to these terms. We strongly recommend reviewing our pricing page and FAQ before subscribing. If you have questions before purchasing, contact us on WhatsApp first.
General refund policy
PrepBeta is a prepaid subscription service. When you pay for a plan — whether Starter, Core, Full Prep, or a school slot package — you are purchasing access to the PrepBeta platform for a defined period. This access is granted immediately upon successful payment.
Because the service is delivered digitally and begins immediately, all payments are final and non-refundable once your account has been activated and you have received access to lessons. This policy is consistent with digital service standards and Nigerian Consumer Protection guidelines for software and digital content.
This policy applies to:
Individual student plans (Starter, Core, Full Prep)
School slot packages (all tiers)
Plan upgrades and renewals
Any add-on features purchased separately
Unused days remaining on a plan cannot be carried forward, transferred, or refunded upon cancellation, account closure, or voluntary discontinuation of the service.
When we will issue a refund
We stand behind our product
Although our plans are prepaid, we take service quality seriously. The following circumstances qualify for a full or partial refund — no argument needed.
The following situations qualify for a full refund:
Technical failure within 48 hours — If a verified system error on our side prevented you from accessing any lessons, tests, or the dashboard within 48 hours of payment, you are entitled to a full refund. You must report this via WhatsApp support within the same 48-hour window.
Duplicate payment — If your account was charged more than once for the same subscription period due to a payment processor error, the duplicate charge will be refunded within 5 business days.
Wrong plan charged — If you were charged for a plan different from what you selected (e.g. Full Prep instead of Starter), we will correct the charge and refund the difference immediately.
Service unavailability exceeding 72 hours — If the PrepBeta platform is completely inaccessible for more than 72 consecutive hours due to our infrastructure failure during your active subscription period, you are entitled to a pro-rated refund for the affected days.
The following situations qualify for account credit or extension (not a cash refund):
Intermittent service disruptions — Brief platform outages under 72 hours will result in equivalent subscription time being added to your account, not a cash refund.
Delayed lesson delivery — If lessons are consistently delivered more than 2 hours late for 5 or more consecutive days, we will extend your subscription by the affected number of days.
When we do not issue refunds
These situations are not eligible for refunds
Please read this section carefully before purchasing. These are firm exclusions and cannot be overridden by customer support agents.
Situation
Refund eligible?
What we offer instead
Changed mind after subscribing
No
Review our FAQ and plans before purchasing
Did not use the service
No
Access remains open until expiry — use it
Forgot to cancel before renewal
No
Renewal reminders are sent 3 days before
Exam was postponed or cancelled
No
Contact us to discuss plan extension options
Dissatisfied with lesson quality
Case by case
Raise specific feedback — we take quality seriously
Personal WhatsApp issues (device lost, number ported)
No
Update your number in Settings to restore access
Purchased on behalf of someone who didn't use it
No
Access is still valid for the original account holder
Technical fault reported after 48-hour window
No
We still investigate — but refund window has passed
School account policy
School plans have additional terms due to the slot-based nature of the subscription. Please read this section carefully before purchasing a school plan.
Slots are permanently consumed — Once a student slot is activated (first student registered), that slot is permanently used regardless of whether the student continues using the service. Removing a student from the dashboard does not free or refund a slot.
No refunds for unused slots — If a school purchases 50 slots but only uses 30, the remaining 20 unused slots are not eligible for a refund. We recommend purchasing conservatively and upgrading if needed.
Pre-activation refunds — If a school makes payment but has not yet activated any student slots (zero registrations), a full refund may be requested within 48 hours of payment. Contact WhatsApp support immediately.
Duplicate payment refunds — Schools charged twice for the same plan due to payment processor error are entitled to a full refund of the duplicate charge within 5 business days.
Plan change requests — Schools wishing to change their plan tier after payment should contact support. Upgrades (paying the difference) are accommodated; downgrades or partial refunds are not available.
School admins: choose your slot count carefully
Slot count cannot be reduced after payment. We recommend purchasing the minimum slots you're confident about and upgrading to a higher plan if needed. If you're unsure, contact our team before purchasing — we're happy to advise.
How to request a refund
If you believe your situation qualifies for a refund based on the criteria above, follow these steps:
Contact us within 48 hours
Send a WhatsApp message to our support number or email support@prepbeta.ng. Include your registered phone number, the issue you experienced, and the date and time it occurred.
Provide your payment reference
Include your transaction ID or payment confirmation (available from your bank or payment app). This helps us locate your account and verify the payment quickly.
Attach evidence (if applicable)
If your issue involves a technical failure, attach a screenshot of the error or a description of what happened. This helps our team investigate and resolve faster.
We investigate and respond
Our team will review your case within 4 business hours and respond via WhatsApp or email. Verified refunds are processed within 5–7 business days depending on your bank.
Refund is processed to original payment method
All refunds are returned to the original payment method used — bank card, bank transfer, or wallet. We do not issue refunds in cash or to a different account.
Disputes and chargebacks
We encourage all customers to contact us directly before initiating a chargeback with their bank. Most issues can be resolved quickly through our support team, and chargebacks create unnecessary delays for both parties.
If you initiate a chargeback with your bank without first contacting PrepBeta support:
Your account will be suspended immediately pending investigation.
You will be required to provide evidence of your original dispute to our payment processor.
Resolution may take 10–30 business days through the banking dispute process.
If a dispute cannot be resolved through our support team, customers may escalate to the Consumer Protection Council (CPC) of Nigeria or their bank's dispute resolution process. PrepBeta complies fully with all decisions made by recognised financial dispute resolution bodies.
Fraudulent chargebacks (where the customer received the service as described) will be contested with full evidence submitted to the payment processor and may result in permanent account termination.
Contact our support team
Reach us on WhatsApp
For refund requests, billing questions, or any payment issue — our team typically responds within 5 minutes during business hours.
You can also reach us at support@prepbeta.ng or billing@prepbeta.ng for formal written correspondence. For school accounts, your assigned account manager is the fastest point of contact for billing queries.