Reports are digital content supplied immediately after payment, so a report delivered in full is not refunded. A payment is refunded in full in one case: the report of the paid plan was not delivered in full within 24 hours of the payment being confirmed.
Each request is reviewed individually. Requests are sent to support@iqtest.quest with the order details.
1. Nature of the Product
Standard and Premium reports are digital content supplied immediately after payment. By completing the purchase, the User acknowledges that:
- the report is made available immediately after the payment is confirmed
- a PDF copy is sent to the email address provided
- the User has requested immediate supply of the digital content
- where a technical issue prevents immediate access, the report is made available no later than 24 hours after the payment is confirmed
Under Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to digital content supplied in full with the consumer's prior express consent. Refunds under this Policy are granted in addition to the statutory rights of the consumer, which remain unaffected.
Upon a refund, access to the report, both online and as a PDF download, ends. A PDF copy downloaded earlier remains with the User.
2. Refund Eligibility
- Access to the report of the paid plan was not opened within 24 hours of the payment being confirmed
- The PDF could not be opened, contained no data or was damaged, and a working copy was not provided within those 24 hours
- A part included in the paid plan was missing from the report and was not added within those 24 hours
- A report delivered in full: digital content cannot be returned once supplied
- Dissatisfaction with the IQ score or cognitive profile
- Expectation of a different result
- Failure to follow the test instructions
- Change of mind after viewing the full report
Where the report contains a calculation error or otherwise does not conform to its description, the statutory rights of the consumer apply.
A second charge for the same report is not a payment for the report: it is refunded automatically, without a request.
3. Upgrades
The upgrade to Premium is a separate payment. Where the Premium additions (activities for every area, the personalized summary, the 30-day plan and the certificate) are not delivered within 24 hours of the upgrade payment being confirmed, the upgrade payment is refunded and the report returns to Standard. Where the report itself is not delivered, both payments are refunded.
4. Procedure
Refund requests are processed as follows:
Request
An email is sent to support@iqtest.quest with the subject "Refund Request", or the contact form is used with the topic "Refund request".
Details
The request states the email address used for the purchase, the approximate date of purchase and a description of the issue.
Review
The Service Provider reviews the request and replies with a decision within 3 business days.
Refund
An approved refund is issued to the original payment method; the bank credits it within 5–10 business days.
5. Chargebacks
Before initiating a chargeback with the bank or card issuer, the User is requested to contact the Service Provider so that the issue can be resolved.
Where a chargeback is initiated although the report was supplied as described, access to the report may be suspended.
6. Contact
Questions concerning this Policy and refund requests:
Email: support@iqtest.quest
Response time: 3 business days
Address: Na Folimance 2155/15, Prague, 120 00, Czech Republic