Refund and Cancellation Policy
Last updated: October 27, 2026
The learning check, the report, the practice tests and the free review packs are free. Full review packs, teacher lesson plans, lesson sets and tests, and tutor sessions use credits, at introductory prices while EV Learner is in beta. Credits you buy with a top-up never expire. Free and earned credits have no cash value and are never refunded in cash. Free credits we give you last 90 days, and at most 2 tutoring sessions a month can be paid with free or earned credits. This policy is shown before you pay.
Credits and top-ups
If something goes wrong because of us, you choose: your money back to the QR Ph payment you used, or credits. This covers:
- a double charge;
- a payment that went through, but the credits never reached your wallet;
- a wrong amount charged;
- something you paid for with credits that we could not deliver, like a tutor session that could not go ahead because of us or a pack that does not open; and
- a service you paid for with credits that we stop offering.
Everything else is refunded as credits. If you change your mind about a top-up, used or not, your credits stay in your wallet for you to use any time. We do not give cash refunds for a change of mind, even for a top-up you have not touched.
Credits spent on something that works as it should are not refunded.
Free and earned credits (early access, Select, Champion, feedback and referral credits) are our gift to you, so they are never refunded in cash. If something you got with them goes wrong, they come back as credits.
Credits you buy never expire, and that includes bought credits that come back to your wallet.
Digital products
Full practice packs, digital workbooks, reviewers and toolkit plans that you pay for with money. If something goes wrong because of us, you choose your money back or credits:
- we charged you twice or charged the wrong amount; or
- a technical problem on our side stops you from opening or downloading the item. We try to fix it first, and you can still choose your money back or credits.
Other refunds, including a change of mind, are made in credits.
Once a digital item is downloaded or used beyond the preview, it is yours to keep, so a change of mind after that is not refunded.
Printed goods
If a printed workbook or printed copy arrives damaged or misprinted, or it is not the item you ordered, tell us within 48 hours of delivery. Send clear photos of the item, the packaging and the shipping label or waybill. An unboxing video is optional, but it helps us settle your claim faster. We send a replacement at no cost. If we cannot replace it, we refund the full price including shipping.
Printed workbooks are made for your child's skills, so we do not accept change-of-mind returns.
If tracking shows your order was not delivered or was lost, we follow up with the courier and send a replacement or a refund once the courier confirms.
Tutor sessions
- Tutoring is not open yet, so no credits are used for it. Its credit and refund rules will be described here before it opens.
How to ask for a refund
Email [email protected] with:
- your name and the email you used to pay;
- the PayMongo receipt or order number;
- the item or session, and the reason;
- for printed goods, photos of the item, the packaging and the shipping label (an unboxing video helps but is optional).
We reply within 2 business days and tell you if the refund is approved.
How you get your money back
Approved refunds go back to your original payment method through PayMongo: the same GCash, Maya or card account, or the account used for QR Ph. The money reaches you in around 5 to 10 business days after we approve the refund, depending on your bank or e-wallet. We refund the full amount you paid and do not deduct payment fees.
If PayMongo cannot send the refund to the original method, we send it by GCash or bank transfer to an account in the payer's name.
Your rights
This policy does not limit your rights under the Consumer Act of the Philippines (RA 7394).