Refunds & Cancellation

• MockLive AI sells passes and two subscriptions. A pass — for interviews, the IELTS, PTE, TOEFL and Duolingo English Test mocks, IELTS Speaking, OET Speaking, US visa interview practice, Presentations, Storytelling or the resume tool — gives you a set number of sessions, valid for a fixed period from the day you buy it, and never renews — you are only charged again if you choose to buy another pass. Reflect monthly and Roleplay monthly are subscriptions that renew every 30 days until you cancel.
• Payments are handled by Dodo Payments, the merchant of record. We never see your full card number.
• Passes expire, and we tell you when. The validity period is shown on the pass before you buy, on your receipt, and as a countdown in your account for as long as you hold it. Sessions you haven't used when the period ends are gone. We don't charge you to extend a pass and we don't silently renew one.
• Cancelling a subscription. Cancel it yourself under Subscriptions in your account settings, or email [email protected] from the address on your account and we'll cancel it. Cancelling stops the next renewal; the 30-day period you have already paid for runs to its end, and you can keep using it until then. Passes have nothing to cancel — you can stop using the service, or delete your account, at any time.
• Deleting your account cancels any subscription immediately rather than at the end of the period, and removes any remaining sessions. If you want to use the rest of a period, cancel the subscription first and delete the account later.

• Something went wrong on our side. If a technical fault meant sessions were charged but you couldn't use them — a session that failed to start, or one counted against your pass without ever running — we'll restore those sessions or refund the payment for them.
• Duplicate or accidental charge. If you were charged twice, or clearly by mistake, we'll refund the extra.
• Unused pass, within 7 days. If you bought a pass within the last 7 days and haven't used any of its sessions, contact us and we'll refund that purchase.
• Subscription charge, within 7 days. The same rule applies to the most recent charge for a subscription: if it was taken within the last 7 days and you haven't used any session from that billing period, we'll refund that charge and end the subscription. Otherwise, cancelling stops the next renewal and the current period runs to its end.
• You don't accept a change to our terms. If we change our terms or this policy in a way that materially reduces your rights, and you tell us within 30 days of our email that you don't accept it, we'll close your pass or subscription and refund the unused part: for a pass that hasn't expired, in proportion to the sessions you haven't used; for a subscription, in proportion to the days left in the current period.

• Sessions you have already used — a completed practice session has already cost us to run.
• A change of mind about a pass bought more than 7 days ago, a pass left partly used, or one that has since expired. Buy the pass that matches your timeline; the validity period is shown before you pay.
• A subscription period in which you have already used a session, or whose charge was taken more than 7 days ago.
• Disagreement with an AI score or feedback. Scores are practice estimates, explained in our terms — but tell us anyway, because that feedback helps us improve.

None of this applies where the law where you live gives you a right to a refund; that right comes first.

Email [email protected] from the address on your account, with the date of purchase and what happened. We aim to reply within 2 business days and, where a refund is due, to process it within 5–7 business days. Approved refunds go back to your original payment method through Dodo Payments.