1. Overview
PrepMeX is an independent exam-preparation service operated as a sole proprietorship in the Kingdom of Saudi Arabia, selling digital subscription plans for exam preparation. Our order process is conducted by our online reseller Dodo Payments, which is the Merchant of Record for all our orders. Refunds are approved by us and issued through Dodo Payments back to your original payment method — there is no other way for the money to travel, and you never have to chase two companies. The operator's registered legal and identity details are held by Dodo Payments as part of its merchant verification, and we will provide them to any buyer on request at support@prepmex.com.
This policy covers two different actions, and it is worth keeping them apart. Cancelling stops your next charge, is entirely in your hands, and needs nobody's approval (section 2). A refund returns a charge already taken, and follows the 14-day window in section 3.
Because every account includes the free plan — unlimited Reading and Listening practice drawn from the same question bank the paid plans use — you can try the real product before you ever buy.
2. Cancelling your subscription
The Monthly plan is an auto-renewing subscription: it charges the same card on the same day each month until you switch auto-renewal off. The 3-Month plan is a single payment that never renews, so it has nothing to cancel — when its three months end, nothing further is charged.
To stop a Monthly plan renewing:
- Sign in and open Settings → Billing (prepmex.com/settings/billing).
- Press "Cancel auto-renewal" on the plan you want to stop.
- Read the confirmation — it tells you the date your access runs to — and press "Yes, stop renewing".
- That's it. The next charge is cancelled straight away, and we email you a confirmation.
You do not need to email us, wait for working hours, or explain yourself. If you change your mind, the same page has a "Resume auto-renewal" button, and it works right up to the last day of the period you have paid for.
Cancelling does not shorten what you have already bought: you keep full access, and that period's remaining credits, until its last day. Both end with it — credits are valid for the period that granted them and are not carried over. Cancelling also does not, by itself, refund the current period; if you want that charge back, use section 3.
You can also manage the subscription from the Dodo Payments customer portal linked in your receipt email. Both routes do the same thing; the button in Settings → Billing is the shorter one.
3. The 14-day refund window
You can request a full refund of any charge — a first purchase, a 3-Month plan payment, or a subscription renewal alike — within 14 days of that charge, provided you have not made substantial use of the plan since it (section 4).
This window is the same 14 days for every buyer in every country. There is no shorter window and no longer one, and nothing here depends on where you live.
After 14 days, or once substantial use has occurred, charges are non-refundable — except in the cases in section 7, which always qualify, and except where the law where you live gives you a broader right (section 9).
Your own status is on your billing page. Every charge is listed there with a plain verdict beside it — whether it is still refundable, the date the window closes, and, if it is not refundable any more, exactly which condition ended it. You never have to guess, and you never have to ask us to find out.
4. What counts as substantial use
You have made substantial use of your plan since a charge if either of the following is true:
- You have started 2 or more study sessions of any kind since that charge — a full exam simulation, a Test Mode run, or a single-section practice all count equally. (The first one never counts against you, so you can run a complete exam and still change your mind.)
- You have used more than 50% of the credits granted by that charge.
Every product counts because every product is the thing being sold: a section practice draws real questions from the same bank and is graded the same way. Starting a session is what counts, not finishing it — a session you began and abandoned still drew its questions.
Usage is measured per charge, from that charge to the next one. A renewal therefore opens a fresh 14-day window with a fresh count: what you did last month has no effect on this month's refund.
5. How to request a refund
- Email support@prepmex.com from the email address on your PrepMeX account.
- Include your order number (it's in the Dodo Payments receipt email, and on your billing page) and, optionally, a line about why — it helps us improve.
- Send the request within 14 days of the charge.
We confirm eligibility against the same usage records your billing page shows you and, if eligible, issue the refund through Dodo Payments within 5 business days of your request. Depending on your bank, the money typically appears within 5–10 business days. When a charge is refunded, the access and credits that charge bought are removed.
You can also raise a billing question directly with Dodo Payments, our Merchant of Record, using the link in your receipt email.
6. If your billing page says a charge is no longer refundable
Write to us anyway. The verdict on that page describes our voluntary guarantee, and two things sit outside it: the cases in section 7, which we refund whatever your usage, and any right the law of your country gives you (section 9). We would rather read one email than have you assume the door is shut — which is why the page still gives you a way to contact us about a charge it has marked ineligible, instead of a dead button.
7. Always refundable
Independent of the window and the usage rules, we will refund you in full for:
- Duplicate charges or clear billing errors.
- Charges taken after a cancellation that we or Dodo Payments failed to process correctly.
- A technical fault on our side that made the plan effectively unusable and that we could not fix within a reasonable time after you reported it to support@prepmex.com.
If you believe a charge is wrong, please contact us before disputing it with your bank — a support ticket resolves almost every case faster than a chargeback.
8. Fair use of this policy
This policy exists so nobody gets stuck paying for something that wasn't right for them — not as a way to consume exam simulations for free. We may decline refund requests that form a pattern of abuse, such as repeated purchase-use-refund cycles or refunds across multiple accounts belonging to the same person.
9. Your statutory rights
Nothing in this policy limits any non-waivable rights you have under the consumer-protection law of the country where you live. Where such law grants you a broader remedy, the law prevails.
In particular, buyers in the European Union, the EEA, Switzerland and the United Kingdom have a statutory right of withdrawal within 14 days of purchase, and buyers elsewhere may have equivalent rights of their own. Our voluntary guarantee in section 3 runs for the same 14 days, so there is only one date to remember — but they remain two separate rights, and the difference matters in one direction: the usage conditions in section 4 apply to our guarantee only. They do not apply to the statutory right, which Dodo Payments, as Merchant of Record, honours independently of how much you have used the plan.
Questions about a charge or this policy: support@prepmex.com.