Platform Policy & Refund Terms
Understand our commitment to student transparency, fair coin usage, zero payment secret storage, and our official 5-working-day pro-rata refund policy.
Core Consumer Protection & Transparency Guarantees
We pride ourselves on 100% fair, transparent billing and uncompromising security. Here is what every learner needs to know:
5 Working Days Refund Window
You can initiate a refund request within 5 working days from the original purchase date.
Spent Coins Non-Refundable
Coins or services already consumed are non-refundable. The monetary value of spent coins will be deducted from your total purchase.
Pro-Rata Balance Return
Only the remaining unspent coin balance (the left amount) will be refunded straight to your original payment channel.
Zero Payment Data Stored
We do not collect or store card numbers, CVVs, or bank secrets. Transactions are processed via government-authorized secure gateways.
Refund & Cancellation Policy
IELSA operates under strict principles of consumer fairness and transparency. Please review our comprehensive refund regulations below.
1. Strict 5-Working-Day Eligibility Window
A full or pro-rated refund claim must be submitted within five (5) working days (Monday through Friday, excluding official banking holidays) following the confirmed payment timestamp. Requests made after this 5-day window cannot be processed.
2. Deduction for Consumed Coins & Evaluated Tests
If a student has consumed Gold Coins for live AI Speaking voice sessions, Cambridge essay grading, AI rewriter submissions, or full mock grading, the calculated monetary rate of those consumed services will NOT be refunded. Only the unused, leftover coin portion is refundable.
3. Pro-Rata Refund Calculation Methodology
Refunds are mathematically computed based on the ratio of unused coins relative to the total coins bundled in your purchased tier or pack. Third-party payment gateway transaction fees (such as bKash, SSLCommerz, or Stripe processing fees, if applicable) may be deducted from the payout.
4. Processing Timelines & Original Payment Gateway
Approved refunds are sent back exclusively to the original payment instrument used during checkout (bKash wallet, Nagad, debit/credit card, or PayPal/Stripe account). Please allow 5 to 7 business days for banking reconciliations.
Eligible Refund = Total Paid Amount - (Coins Spent / Total Coins in Plan × Total Paid Amount) - Gateway Processing SurchargeExample: If you purchased the Monthly Package (200 Coins for $1.99 USD / ৳220 BDT) and spent 50 Coins on AI Speaking, the spent portion is $0.50 USD / ৳55 BDT. You receive $1.49 USD / ৳165 BDT refunded (minus payment gateway fee).
Non-Refundable Scenarios
- Claims initiated past the 5-working-day window from the purchase timestamp.
- Purchases where 100% of bundled coins have already been exhausted.
- Accounts terminated or suspended due to cheating, abusive behavior towards tutors, bot scraping, or credential sharing.
- Free promotional bonus coins, referral rewards, or leaderboard prizes (which hold zero cash-out value).
How to Submit a Refund Request
Step 1: Check your coin balance and ensure your purchase was completed within the last 5 working days.
Step 2: Collect your registered email address, Account User ID, and Gateway Transaction ID (e.g. bKash TrxID or Stripe Receipt).
Step 3: Email support@ielsa.io or open a ticket in the Support center with the subject "Refund Request - [TrxID]". Our team replies within 24 business hours.
Interactive Refund Estimator
Estimate your eligible refund amount based on your plan and coin consumption.
This represents AI compute, voice rendering, and essay assessments already delivered to you.
* Subject to request submission within 5 working days and deduction of any non-reimbursable payment gateway fees.
Payment Policy & Zero Financial Data Collection
IELSA adheres to strict international cybersecurity and financial compliance standards. We never ask for, collect, or store your private financial information.
Zero Card Details & Secret Information Collection
We do NOT collect, store, or process your credit/debit card numbers, CVV/CVC codes, bank PINs, or banking login credentials. All payment form fields are rendered in isolated, encrypted iframes hosted directly by regulated financial institutions.
Government-Authorized & Licensed Payment Gateways
All payments are handled exclusively through central-bank authorized, PCI-DSS Level 1 certified gateways (including bKash MFS authorized by Bangladesh Bank, Nagad, SSLCommerz, Stripe, and PayPal). Your funds are processed under stringent financial regulations.
Transaction Receipts Kept Strictly for Tracking
We only retain the server-to-server transaction receipt — which includes the unique Transaction ID (TrxID / Charge ID), order timestamp, total amount paid, and verification status. This receipt is retained exclusively for order fulfillment, fraud prevention, and refund auditing.
International Dollar ($ USD) & Multi-Currency Billing
All international students outside Bangladesh are billed directly in US Dollars ($ USD) via Stripe, Visa, MasterCard, American Express, Apple Pay, and PayPal. Local students in Bangladesh are billed in BDT (৳) via central-bank authorized MFS (bKash, Nagad) and SSLCommerz. International refunds are issued strictly in USD ($) back to the originating card.
Coin Economy & Credit Usage Terms
IELSA uses an on-demand Gold Coin balance to power computationally intensive AI features such as real-time voice synthesis and deep linguistic essay evaluation.
Real-time AI Voice Speaking Sessions
Consumes 1 to 6 coins per active minute depending on the selected neural voice model (e.g. Standard vs. Cambridge Examiner Persona).
Cambridge Band 8+ AI Essay Evaluation & Rewriter
Consumes 15 to 20 coins per comprehensive Task 1 / Task 2 rubric assessment and line-by-line lexical upgrade.
Diagnostic Test & Full Mock Grading
Full 4-skill mock analysis and diagnostic roadmaps consume 20 to 30 coins per benchmark examination.
Balance Preservation & Plan Renewals
Your unused coins never expire as long as your account remains active. Upgrading or switching plans carries over all existing coins with zero loss guarantee.
Prohibition of Credit Reselling
Coins are strictly non-transferable between student accounts and cannot be sold, exchanged, or bartered for physical currency outside our official refund terms.
Privacy & AI Data Handling
Your personal practice data, microphone recordings, and essay drafts are treated with uncompromising institutional privacy.
Microphone & Audio Stream Processing
Voice recordings in the Speaking module are processed in memory for speech recognition, fluency assessment, and pronunciation scoring. Raw audio is never sold to third parties or used for external advertising.
Essay Drafts & Lexical Analysis
Writing submissions are evaluated strictly for IELTS rubric scoring (Task Achievement, Coherence, Lexical Resource, Grammatical Range). Your essays are never shared publicly.
Encrypted Storage & Account Deletion
All stored mock results, streak telemetry, and personal credentials use 256-bit AES encryption at rest. You may request complete account data erasure at any time.
Terms of Service & Student Conduct
By registering or purchasing a pass on IELSA, you accept the following platform commitments and rules.
Account Integrity & Single-User Access
Passes and coins are licensed for a single student. Automated bot scripts, sharing logins with multiple test takers, or commercial reselling will trigger immediate license revocation without refund.
Service Uptime & Maintenance
We strive for 99.9% simulator availability. Routine infrastructure updates are scheduled during off-peak international hours with advance notices.
Intellectual Property Protection
All proprietary IELTS mock questions, audio recordings, synced transcripts, pedagogical rubrics, and Sticky Bot responses are the copyrighted property of IELSA.
Fair Simulator Usage
Students agree to use the platform solely for authentic educational advancement and IELTS test preparation.
Cambridge Assessment Fair Use Disclaimer
IELSA is an independent educational simulation platform designed to empower students worldwide.
Independent Simulation Platform
IELTS® is a registered trademark of the University of Cambridge ESOL, the British Council, and IDP Education Australia. IELSA is not affiliated with, endorsed by, or sponsored by these entities.
Band Score Estimation Disclaimer
Band scores generated by our AI engine are rigorous estimations built against public IELTS assessment band descriptors. While proven to be within 0.5 bands of official scores, they do not constitute official certification.
Support, Disputes & Contact
Need help with a refund, question on your coin balance, or technical assistance? Our dedicated student success team is here for you.
Dedicated Support Hours: Saturday to Thursday, 9:00 AM – 10:00 PM (GMT+6). Average response time: under 4 hours.