Refund Policy

What this covers

VEA has one paid product: the detailed result for the Certified English Placement Exam, unlocked for $3 after you complete the exam. One payment covers the completed sitting and one further graded attempt after the cooldown. Everything else on the site is free, so there is nothing else to refund.

The sale is processed by Dodo Payments, acting as merchant of record — it is the company on your bank statement and the one that issues your invoice. Refunds go back through that same route, to the card or account you paid with. We do not hold your payment details and cannot pay you by any other method.

Before your detailed result opens

If you are charged but the detailed result does not open, contact us. We will restore access or issue a full refund.

Once the detailed result has opened

The paid digital service is the detailed result package delivered after the exam. Once it opens, a refund depends on what went wrong.

We refund

• A technical fault on our side: payment was confirmed but the detailed result or an earned certificate never opened.
• A duplicate charge, or a charge you did not authorise.
• A scoring error we confirm and cannot correct.

We do not refund

• A result you did not like. You bought an assessment, not a grade. Being placed at A2 when you hoped for B1 means the exam worked.
• Choosing not to pay after finishing the exam. No charge is made until you enter checkout.
• A certificate withheld because the attempt failed our integrity checks. If you think that call was wrong, ask us to review it — that route is free.
• The exam not being accepted by a university, employer or immigration authority. We state clearly, before you buy and on the certificate itself, that it is not an accredited qualification.

Outside those lists, ask anyway. This is a small academy, not a call centre, and there is a person reading.

If you are in the EU or the UK

Consumer law may give you 14 days to withdraw from an online purchase. Rules for digital content can change once immediate delivery begins.

Because payment happens after the exam and the detailed result is delivered immediately, contact us if you want to cancel or if delivery failed. We will apply the consumer law that covers your purchase as well as the policy above.

Nothing on this page limits any right you have under the consumer law of your own country.

How to ask

• Email virtuousenglish@virtuousenglishacademy.com from the address on your VEA account.
• Put "Refund" in the subject line.
• Include the order reference from your receipt if you still have it — and if you do not, your account email is enough for us to find it.
• Tell us in one line what happened. You do not need to make a case.

We answer within two working days and, once agreed, the refund is issued the same day. How long it then takes to appear is your bank's business, not ours — usually a few days, occasionally up to ten.

Please ask us before you contact your bank

If a charge looks wrong, the fastest fix is an email to us. Asking your bank to reverse it — a chargeback — takes weeks rather than days, freezes the question while it is investigated, and costs us a fixed penalty on top of the refund we would have given you anyway.

One thing that genuinely confuses people, so it is worth saying: the charge on your statement will show our payment provider's name, not "Virtuous English Academy". That is normal for a merchant of record. If you see a charge you do not recognise around the time you bought the exam, that is probably what it is — write to us and we will confirm it in minutes.

We have never refused a refund to someone who asked politely and we do not intend to start.