Refund Policy

Effective date: October 19, 2026
Version: 1.1

This policy applies to every purchase from Novametrics WY LLC (Prep Retention) ("Prep Retention", "we") at https://prepretention.com. It is part of our Terms of Service.

1. All sales final, except for defective or non-conforming products and billing errors

All sales final, except for defective or non-conforming products and billing errors. Please take the free sample test before you buy so you know what you are getting.

Questions or problems with your account? Email support@prepretention.com and we'll help.

2. When we give a refund

We give a full refund of the purchase in each of these cases:

• Billing errors. You were charged twice, bought the same product twice by mistake, or paid but never got access because of a problem on our side. We fix it, which may mean returning the extra or mistaken charge.
• Defective or non-conforming product. The product does not work as described on the product page when you bought it, or does not include what that page said it includes, and we cannot fix the problem within a reasonable time after you tell us.
• Under 14. We learn that the user is under 14. We close the account and refund any purchase, as described in our Terms of Service.
• We stop offering the Service. We stop offering the Service before your access period ends.
• We close your account without a breach. We close your account when you have not broken our Terms of Service.
• You reject a material change to our Terms. We make a material change to our Terms of Service during your access period, you do not agree to it, and you stop using the Service.

3. What is not refunded

Any case not listed in section 2 is not refunded. This includes not passing an exam (we do not guarantee results), deciding later that you no longer need the product, and an account closed because you broke our Terms, such as sharing your account or copying our content.

Nothing in this policy limits any refund right you have under the law.

4. How to ask for a refund

Email support@prepretention.com with the subject "Billing error" (or "Refund" for the other cases in section 2) and include:

• the email address on your account, and
• your order number from your purchase confirmation.

You do not need to give a reason.

We will reply within 2 business days. If you qualify, we will start the refund within 5 business days after we approve it.

5. How the refund is paid

• Refunds go back to the original payment method through our payment processor, Square. We cannot refund to a different card or account.
• A full refund is the total amount you were charged for that purchase.
• Your bank or card issuer decides how long it takes for the money to appear. This can take several business days.
• When a refund is issued, access to the refunded product ends.

6. Payment disputes

Please contact us before filing a dispute with your bank. Most problems can be fixed faster that way. While a dispute is open, we may pause access to that purchase. If the dispute is closed in our favor, we turn access back on for the rest of your access period. If a dispute ends with the money returned to you, access to that purchase ends, as with any refund.

7. Changes to this policy

We may change this policy for future purchases. The policy shown when you bought applies to that purchase.

8. Contact

Novametrics WY LLC (Prep Retention)
30 N Gould St #69865
Sheridan, WY 82801
Email: support@prepretention.com