Refund policy

Last updated September 21, 2026

We'd rather refund a purchase than have you feel stuck with one. Here's how it works.

Subscriptions

Cancel any time from Manage billing on your account page, which opens Stripe; or email support@gradegem.com or open a ticket from the contact page and we will do it. Either way you keep access until the end of the period you paid for, and nothing bills after that. If you cancel within 7 days of your very first charge and haven't meaningfully used the paid features, ask and we'll refund that first charge in full.

Credit packs

A pack is refundable within 14 days of purchase if it is completely unused: zero credits consumed. Once credits from the pack have been consumed on a task, the pack is no longer refundable. A pending reservation is not the same as consumed credits. Contact us for help with failed or unresolved requests.

Existing solve-pack purchases retain their original unused-pack and failed-solve refund terms. Buying a new pack or plan does not replace those rights. See the credit terms for expiry and allowances.

Semester passes and license keys

Refundable in full within 14 days of purchase or redemption, only if unused: no credits consumed and no paid features exercised. After 14 days, or after any use, semester passes and keys are not refundable. Keys bought through a campus program follow that program's terms if they differ.

Exam Week

Exam Week is refundable in full within 14 days of purchase only if completely unused: no credits consumed and no paid features exercised. After 14 days, or after any use, it is not refundable. This refund request window does not extend the seven-day credit expiry or Study access period, which starts at successful payment.

Previous extra device slot purchases

Device limits have been removed, and extra slots are no longer sold. If you previously paid for an extra slot, contact us through the contact page for billing help.

Things that void a refund

Abuse does: chargeback fraud, buying a pack, draining it, and asking for a refund on "unused" credits that were used. We keep a ledger of every credit, so this conversation tends to be short.

How to ask

Email us via the contact page from the address on your account, say what you bought and when, and we'll sort it out. No forms, no phone tree. If a refund is owed it goes back to the original payment method through Stripe, usually within 5-10 business days.