Payments and refunds
Effective 27 October 2026.
Our refund policy, your consumer rights and how to get help.
This policy applies to all our study plans. See the plan prices and allowances in our terms of use.
We do not offer discretionary change-of-mind refunds. This does not limit any cancellation, refund or other remedy required by applicable law.
South African statutory rights, where applicable
- Online cooling-off: ECTA section 44 gives qualifying service purchases seven days from agreement to cancel without reason or penalty, with a full refund within 30 days of cancellation. Under section 42(2)(d), this does not apply if the service actually starts with your consent within those seven days.
- Missing purchase information or review: where ECTA section 43(3) applies, you may cancel within 14 days of receiving the service, with repayment within 30 days of cancellation.
- Fixed-term cancellation: where CPA section 14 applies, you may cancel on 20 business days' notice, subject to a reasonable, explained cancellation charge. The full price is not automatically forfeited.
- Service failures: where CPA section 54 applies, you may require us to correct the failure or refund a reasonable portion of the price. Restored allowance does not replace a required monetary refund.
ECTA is the Electronic Communications and Transactions Act; CPA is the Consumer Protection Act. Contact us about duplicate or incorrect charges, unavailable services or a purchase made without required guardian approval.
Australian consumers
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
These rights apply in addition to our activation promise below. Restoring usage units does not replace a monetary remedy required by law. Our change-of-mind policy and AI accuracy notice do not limit these rights.
Activation and failed tasks
Our activation promise
If a received payment cannot be allocated, we will arrange the full access period or a full refund within 24 hours. Do not pay again to fix an unresolved payment.
This promise covers a failure to allocate a received payment when you purchase a study month. It applies from receipt of that payment until the activation problem is resolved, including if the scheduled month has ended. The 24 hours is our remedy deadline, not a deadline for you to make a claim. The promise is in addition to your statutory rights and remedies.
The promise is given by ReplorAI (Pty) Ltd, trading as ExamATP. Send a claim to support@examatp.com or write to 297 Mountbatten Drive, Reservoir Hills, Durban, KwaZulu-Natal, 4090, South Africa. You can also telephone +27 76 589 5533. Include your account email, payment reference or other reasonable proof of payment, and the activation problem. We will check the payment and arrange the full access period or refund described above.
We do not charge a claim fee. You bear ordinary costs of contacting us unless applicable law requires us to reimburse them. To claim any required reimbursement, send receipts or other reasonable evidence of those expenses with your claim. This does not limit compensation or other remedies required by law.
Allowance unlock and failed tasks
When a month starts, you can use part of its allowance straight away, and the remaining units unlock at 09:00 SAST (UTC+2) on the next South African calendar day after activation, as our terms describe. Contact us if it has not unlocked by then.
We attempt to restore the affected allowance when an answer fails. Check your usage history and report missing restorations, missing tasks or materially defective answers with the chat and approximate time.
Request help or a refund
Email support@examatp.com with your sign-in email, payment reference and what you are requesting. If unavailable, provide other reasonable evidence of payment. Never send passwords or card details. You can contact us after deleting your account; deletion does not itself request a refund.
We process refunds through Yoco to the original payment method where supported and tell you when submitted or failed. Bank processing times do not extend statutory refund deadlines.
Access during refunds and disputes
Pending, failed or completed partial refunds leave access in place. Once completed refunds total the purchase price, its allowance ends.
A bank dispute can restrict the affected units while the original expiry date continues running. Contact us about incorrect access or lost time so we can arrange the appropriate remedy. Your bank-dispute rights remain available. See our terms and contact details.