The short version: we refund mistakes on our side, and if you live in the EU, the EEA or the UK you can withdraw within 14 days. We don't refund a discounted first period or a renewal once it has started, so cancel before your period ends if you don't want to continue. App purchases are refunded by Apple or Google.
1. When we refund a website purchase
If you bought on better-iq.com, we refund the charge in full when:
- we charged you after you cancelled;
- we charged you twice for the same thing, or charged the wrong amount;
- you couldn't use IQ because of a fault on our side that we didn't fix after you told us (in the EU and the EEA, your rights when IQ doesn't work as promised are set out in our Terms of Service); or
- you withdraw within 14 days and you live in the EU, the EEA or the UK (section 3), or another law gives you a refund.
We look at any other request case by case, and we may refund some or all of a charge when it's fair to.
2. What we don’t refund
Outside the cases above and your legal rights:
- Discounted first-period payments are not refunded once the period has started, because you get full access straight away, including your IQ result and certificate.
- Renewals are not refunded once a new period has started. You can cancel online in a minute, so please cancel before the period ends if you don't want to continue.
- Unused time after you cancel is not refunded. Instead, you keep access until the end of the period you paid for.
- Your score. We don't refund because a score was lower or higher than you expected.
3. EU, EEA and UK: your 14-day right to withdraw
If you live in the EU, the EEA or the UK, you can withdraw from a website purchase within 14 days of the day you bought it, without giving a reason.
Because IQ is delivered online straight away, the checkout asks you to agree that your access starts immediately, before the 14 days are over. You still keep your right to withdraw. If you do withdraw, we refund what you paid, minus an amount in proportion to the days of access you had before you told us. For example, if you withdraw on day 5 of a 28-day period, we refund 23/28 of what you paid for it.
To withdraw, tell us clearly that you are withdrawing, by emailing help@better-iq.com from the email you used at checkout. You can use the model form in section 4, but you don't have to. To meet the deadline, send your message before the 14 days end.
We refund within 14 days of receiving your message, to the payment method you used, at no cost to you, and cancel the subscription so you are not charged again.
4. Model withdrawal form (EU, EEA and UK)
Complete and send this form only if you want to withdraw from the contract.
To: BetterIQ, help@better-iq.com
I hereby give notice that I withdraw from my contract for the supply of the following service: the IQ subscription.
Ordered on: ______
Name of consumer: ______
Address of consumer: ______
Email address used at checkout: ______
Signature of consumer (only if this form is sent on paper): ______
Date: ______
5. Other consumer rights
Some US states and other countries give consumers rights that this policy can't take away. Where a law where you live gives you a right to a refund, we follow it.
6. How to ask for a refund
Email help@better-iq.com from the email you used at checkout, with the date and amount of the charge and a line on why. We reply within 5 business days.
Approved refunds go back to the payment method you used. Your bank or card issuer may take 5 to 10 business days to show it.
7. Chargebacks
If something is wrong with a charge, please email us first; we can usually fix it faster than your bank. You can still dispute a charge with your bank or card issuer at any time. While a dispute is open we may pause your access, and if the dispute ends in your favour, we cancel the subscription so you aren't charged again.
8. Purchases in the app (App Store and Google Play)
If you paid inside the iPhone or Android app, Apple or Google took the payment, so they decide on refunds under their own rules. We can't refund those payments ourselves.
App Store: go to reportaproblem.apple.com, sign in with your Apple ID, choose “Request a refund”, then pick the IQ subscription.
Google Play: open your Google Play order history, find the IQ subscription and choose “Request a refund”.
To stop future charges, cancel as described in our Subscription Terms.