Refund Policy

Metanoia Training and Consulting ("we," "us," "our") operates PassMaster at metanoiatraining.com. This Refund Policy governs all subscription purchases made through our platform, processed via Paddle (our Merchant of Record).

We want you to be satisfied with PassMaster. If you are not, we have a clear and fair refund process described below.

PassMaster offers monthly subscriptions on a per-certification basis. Each subscription gives you access to:

• All mock exam simulators for the subscribed certification
• ECO-aligned study materials and handouts
• Performance analytics and domain-level reporting
• Articles and study guides for that certification

Subscriptions renew automatically each month until cancelled.

3.1 Full Refund — 7-Day Window

You are eligible for a full refund if you request it within 7 calendar days of your initial subscription payment for a given certification, provided that:

• You have not completed more than one full mock exam (20 questions) in the simulator
• You have not downloaded or accessed more than 2 study materials
• This is your first subscription to that specific certification

3.2 Refunds After 7 Days

After the 7-day window, refunds are generally not available for the current billing period. However, we will consider refund requests on a case-by-case basis in the following exceptional circumstances:

• Technical failure that prevented access to the platform for more than 48 consecutive hours
• Duplicate charge due to a payment processing error
• Unauthorized charge (subject to verification)
• Serious documented medical emergency preventing use

3.3 Renewal Charges

If you forget to cancel before a renewal date, you may request a refund for the renewal charge within 48 hours of the charge, provided you have not accessed the platform during the new billing period. We will honor one such request per subscription per year.

3.4 Non-Refundable Situations

• Refund requests made after 7 days where the platform was accessible and used
• Failure to pass the PMI exam (PassMaster is a preparation tool, not a guarantee)
• Change of mind after extensive use of the simulator
• Promotional or discounted subscriptions (unless otherwise stated)
• Subscriptions purchased through third-party promotions

To request a refund, contact us at:

Please include in your email:

• Your full name and email address used to register
• The certification subscription you are requesting a refund for
• The date of the charge
• The reason for your refund request
• Your Paddle transaction ID (found in your payment confirmation email)

We will respond within 3 business days. Approved refunds are processed within 5–10 business days and returned to your original payment method.

You can cancel your subscription at any time from your account settings or by contacting us. Cancellation stops future renewals but does not automatically trigger a refund for the current billing period.

After cancellation, you retain access to the platform until the end of your current paid billing period.

We ask that you contact us before initiating a chargeback with your bank or card issuer. Chargebacks initiated without first contacting us may result in suspension of your account while the dispute is investigated. We will cooperate fully with any legitimate dispute resolution process.

All payments are processed by Paddle.com Market Limited ("Paddle"), who acts as the Merchant of Record for PassMaster subscriptions. Paddle handles payment processing, tax collection, and may have their own refund policies that apply in addition to ours. In some jurisdictions, Paddle's policies may provide additional consumer rights.

Nothing in this Refund Policy limits your statutory rights under applicable consumer protection law. If you are located in the European Union, United Kingdom, or another jurisdiction with mandatory consumer protection rights, those rights apply in addition to this policy.

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of PassMaster after changes constitutes acceptance of the updated policy.

For refund requests or questions about this policy:

• Email: [email protected]
• WhatsApp: +962 798 500 285
• Address: Fayyad Al Assaf Complex, Wasfi Al Tal St 169, Amman Um el-Summaq, Jordan