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Cancellation and Refunds

Last updated 5 October 2026

CustomsWise sells access to study material online. There is nothing to ship and nothing to return, so this policy sets out when we give your money back.

The short version

1. When you can have a refund

You may cancel and claim a full refund if both of these are true:

• you ask within 7 calendar days of paying; and
• you have watched fewer than 10 videos on your account.

You do not have to give a reason. The 10-video allowance exists so you can look properly at what you have bought before deciding — it is not a trap, and we count only videos actually played.

2. When you cannot

• More than 7 days have passed since payment.
• You have watched 10 or more videos.
• The purchase was an extension of access you were already using.
• We ended your access because you shared your account or redistributed the material.

3. How to ask

Email [email protected] from the address on your account, with the word “Refund” in the subject. Tell us the payment reference if you have it; if not, we will find it. You do not need to explain yourself.

4. What happens then

• We acknowledge your request within 2 working days.
• If it qualifies, we approve it and instruct our payment gateway to refund the full amount, GST included.
• The money reaches the card, account or UPI you paid from, within 5 to 7 working days of approval. The exact timing is your bank's, not ours.
• Your access ends when the refund is approved.
• If your request does not qualify, we tell you plainly why, and point to the condition it failed.

5. If something is wrong with the service

These rules are a floor, not a ceiling. If the site is unusable for a long period, or if you were charged twice, or if you paid for something you did not receive, write to us. We will put it right — by extending your access or by refunding you — whether or not the 7 days have passed.

6. Failed and duplicate payments

If money left your account but access was not granted, email us. Failed payments are normally reversed by the bank within 5 to 7 working days on their own; if yours has not been, we will chase the gateway for you. Duplicate payments are refunded in full as soon as we spot them or you tell us.

7. Price changes

Our exam package price rises on fixed dates. If the price rises after you buy, you are unaffected. If you buy and then ask for a refund, you are refunded what you paid — and if you buy again later, you pay whatever rate then applies.