Refund & Cancellation Policy

Effective date: 21 September 2026

This policy explains when an order can be cancelled and when a refund is available. In short: before we issue your voucher, cancellation is normally possible. Approved cancellations are subject to applicable payment processing and platform fees. Once a voucher code has been issued and sent to you, ordinary cancellation and refund are generally not available.

What this policy covers

EvolveSkill sells certification exam vouchers. A voucher is a prepaid code that covers an examination fee — once the code has been issued and delivered to you, it cannot be recalled or resold by us, which is why the timing of your request matters.

This policy sits alongside our Terms & Conditions.

Before your voucher is issued

If you contact us before your order has been processed and your voucher code has been issued, we can normally cancel the order.

Approved cancellations will be refunded after applicable payment processing and platform fees have been deducted.

Because voucher orders are fulfilled manually, usually by email within 24–48 calendar hours after your order has been processed, there is a real window in which this is possible — but it is short. Email support@evolveskill4.com as soon as you realise there is a problem, and include your order number.

After your voucher has been issued or delivered

Once a voucher code has been issued, assigned or sent to you, ordinary cancellation, return, exchange or refund is generally not available. This applies whether or not you have redeemed the code or booked an exam.

This does not affect rights you may have under the consumer law of your country, or the situations set out below where the fault is ours.

If something is wrong with your voucher

Contact us and we will investigate if:

  • your voucher code does not work when you try to redeem it;
  • the code was already used before it reached you;
  • the voucher turns out to be for a different exam than the one you ordered;
  • the voucher had already expired when it was sent to you.

Where we confirm a fault of this kind, we will replace the voucher or, if we cannot, refund it. Please tell us promptly, and keep any error message the redemption system showed you.

If your voucher does not arrive

If more than 48 calendar hours have passed since your order was processed and nothing has arrived, check your spam or junk folder first, then contact us with your order number. If we cannot deliver your voucher, and a refund is due, the applicable refund will be processed in accordance with this policy and applicable law.

If you ordered the wrong exam

Exam codes and versions matter, and each product page states the exam code, the version and the current batch expiry before you buy. If you order the wrong exam or the wrong version, we cannot usually refund a voucher that has already been issued, because the code has already been supplied to you.

If you realise before the voucher is issued, contact us immediately — we can normally cancel it then. This is the single most common avoidable problem, so please check the exam code carefully at checkout.

Expired vouchers

Vouchers are supplied in batches and each batch carries an expiry date, which is shown on the product page before you buy. We cannot refund or extend a voucher that has expired while in your hands.

Where a certification provider retires an exam on a published date that falls before your voucher expiry, the earlier of the two dates is the deadline that matters. Please check both before buying.

Duplicate or incorrect charges

If you were charged more than once for the same order, or charged an amount that does not match the price shown at checkout, contact us with your order number. Once confirmed, we refund the difference to the original payment method.

How to request a cancellation or refund

Email support@evolveskill4.com with:

  • your full name;
  • your order number;
  • the email address used for the purchase;
  • what you would like us to do, and why.

We will acknowledge your request and tell you what we can do. If we need more information — for example a redemption error message — we will ask for it.

How refunds are paid

Approved refunds are returned to the original payment method. We do not refund to a different account or by another route.

Once we have issued a refund, how quickly it appears depends on your payment provider and bank rather than on us. Any currency conversion difference between the original payment and the refund is applied by your provider and is outside our control.

Payment disputes and chargebacks

If there is a problem with your order, please contact us first where you can — we can often put it right faster than a bank or card dispute would. This is a suggestion, not a condition: nothing in this policy limits your right to dispute a transaction with your bank or payment provider.

If a payment dispute is raised, we may give the payment provider the order and delivery records it asks for, so that the dispute can be assessed fairly.

Your statutory rights

Nothing in this policy removes or limits rights you have under the consumer protection law of the country in which you live, including any right to a remedy where a product is faulty or not as described.

Some countries give consumers a right to cancel or withdraw from an online purchase, and the rules can differ for digital products. Whether such a right applies to your order, and how, depends on the law that applies to you. Where it applies, it operates according to that law, and nothing in this policy limits it. If you are unsure, contact us before or after ordering and we will look at your request.

Changes to this policy

We may update this policy to reflect changes in our products or operations. The version published when you place an order is the version that applies to that order.

Contact us

If you have any questions about this Refund & Cancellation Policy, please contact us:

We aim to acknowledge customer enquiries promptly and to resolve them as quickly as we reasonably can.

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