Your refund request was declined
A refund is granted automatically when both conditions hold: it is within 14 days of purchase, and you have used less than 20% of what the pass gave you.
If a request was declined, one of those was not true.
Why it is measured and not judgedLink to the section: Why it is measured and not judged
Because a policy applied by someone's mood is not a policy. The window and the consumption are both computed from your account, the same way for everyone, and the number is shown to you rather than kept behind a support desk.
What "20% used" countsLink to the section: What "20% used" counts
Access consumed against the pass — mocks started and paid material opened. It is not time elapsed. Buying a twelve-month pass and using it hard for a fortnight can cross 20% well before day 14.
If you think it is wrongLink to the section: If you think it is wrong
Email us from Contact. If the calculation is wrong we will fix it, and if something happened that the policy does not anticipate — a duplicate charge, a payment on the wrong account, access that never applied — that is a different problem and it is not subject to these rules.
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