Legal

Refund Policy

Last updated: October 27, 2026

Refunds at a glance

This policy explains when you can get a refund for purchases made on SabiMastery, which is operated by Macy and Udy Ltd. It forms part of our Terms of Use and covers payments made directly on our website through our payment provider, Flutterwave. The table below is a summary only — the sections after it are the full terms. Nothing in this policy limits any rights you have under applicable consumer protection law, including the Federal Competition and Consumer Protection Act of Nigeria and, where they apply, EEA/UK consumer rights for distance and digital purchases.

Request a refund → Orders & refunds You will see what this policy says about your purchase before you send the request.

What you bought	Ask within	You get back
Learner plan — first-ever purchase (monthly or 90-day billing)	7 days of paying, with less than 5% of a month's credits used	What you paid, less the payment-processing fee
Learner plan — first-ever purchase (annual billing)	14 days of paying, with less than 5% of a month's credits used	What you paid, less the payment-processing fee
Learner plan — renewal (forgot to cancel)	48 hours of the renewal, with no credits used since	What you paid, less the payment-processing fee; the plan is then cancelled
90-Day Sitting Pass (single exam)	7 days of paying, and the pass has not been used	What you paid, less the payment-processing fee
Tutor package (1-on-1 or cohort)	Any time before the first session / cohort start	What you paid, less the payment-processing fee
Tutor package — tutor did not deliver	Tell us within 14 days of the session or purchase	Pro-rata refund for what you did not receive, including the processing fee
Duplicate, failed or undelivered payment	As soon as you notice it	Full refund, including the processing fee — or delivery of what you paid for, whichever you prefer
Android app purchase (Google Play)	Under Google Play's own deadlines	Refunded by Google Play under its policies — request it in the Play Store

Cancelling is not the same as a refund. You can cancel a plan at any time from Billing; it then stays active until the end of the period you paid for and does not renew.
Timing: we reply within 2 business days, usually decide within 5 business days, and approved refunds usually reach you within 5–10 business days of approval, to the payment method you paid with.
The processing fee: where this policy says “less the payment-processing fee”, we keep back only the fee share our payment provider does not return to us. Where the refund is our fault or your tutor’s, the fee is refunded too.

Learner subscription plans

This covers the Premium, Pro and Professional plans, whether billed monthly, every 90 days (“quarterly”), or annually.

First purchase, monthly or 90-day billing: you can get a refund of what you paid, less the payment-processing fee, if you ask within 7 days of paying and have used less than 5% of that plan’s monthly usage credits (fewer than 10 credits on Premium, 25 on Pro, or 50 on Professional). “First purchase” means your account’s first successful plan payment.
First purchase, annual billing: you can get a refund of what you paid, less the payment-processing fee, if you ask within 14 days of paying, on the same 5% usage limit. After 14 days, annual plans are not refundable. You can still cancel so the plan does not renew.
Renewals: renewal payments are not normally refundable. If you forgot to cancel, ask within 48 hours of the renewal payment. If you have not used any credits since it renewed, we will refund it (less the payment-processing fee) and cancel the plan.
Cancelling: you can cancel at any time from Billing. Your plan stays active until the end of the period you have already paid for, and then it does not renew. We do not give partial refunds for unused days in a period or for unused credits.
We give the first-purchase refund once per account. If a pattern of buying and refunding suggests misuse, we may refuse further refunds.

90-Day Sitting Passes

A Sitting Pass gives time-limited access to one exam for 90 days. It is a one-time purchase: it does not auto-renew, and there is nothing to cancel.
Unused pass: you can get a refund of what you paid, less the payment-processing fee, if you ask within 7 days of paying and you have not used the pass — no mock exam started under it and none of its credits spent.
Used pass, or after 7 days: the pass is not refundable, and unused days left on a pass when it expires are not refunded. Payment errors and undelivered passes are always covered under “Payment errors” below.

Tutor packages (1-on-1 & cohort)

Before it starts: you get a refund of what you paid, less the payment-processing fee, if you cancel before your first scheduled 1-on-1 session, or before a cohort’s start date.
If the tutor doesn’t deliver: if your tutor cancels, does not turn up, or does not provide what the package listing promised, we refund the sessions or content you have not received, including the payment-processing fee. The refund is pro-rata, based on how much of the package is left. Please tell us within 14 days of the session (or of the purchase, where there was no session) so we can check the records while they are fresh.
Changing your mind after it starts: sessions that have already taken place are not refundable. For sessions that have not happened yet, we will work with the tutor to agree a fair outcome. That could be a pro-rata refund, rescheduling, or a move to another package.
Missed sessions: if you miss a session without rescheduling at least 24 hours before it starts, it counts as delivered.
If you and your tutor disagree, contact us. We will review session records and messages and make the final decision. When a refund is approved, the tutor’s earnings from that sale are adjusted to match.

Practice progress summaries (legacy paid score-report packs)

Practice progress summaries are now free to create at /reports. If you previously bought a paid score-report pack, you can get a refund of what you paid, less the payment-processing fee, within 7 days of buying it, as long as its verification code has not yet been used by anyone else to view or verify your report. After the code has been used, or after 7 days, the pack is not refundable.

Tutor subscriptions & advertising

Tutor subscriptions (listing fees): you can cancel at any time, and your listing stays live until the end of the period you have paid for. The current period is not refunded. However, if we turn down your tutor verification after you have paid, we refund that payment in full.
Homepage ads: if we reject an ad, you get a full refund. Once an ad has started running, the amount for placements already delivered is not refundable; ask us and we will review a refund for the days that have not run yet. Once an ad has finished, there is nothing left to refund.
Placement-auction budget: if you ask, we refund the part of your budget that has not been spent (less the payment-processing fee). Money already spent on ranking placements is not refundable.

Payment errors

If you were charged twice for the same purchase, charged for a payment that failed, charged an amount different from the one you authorised, or charged without getting what you paid for, contact us with your order reference. We will either give you what you paid for or refund you in full — including the payment-processing fee — whichever you prefer. These refunds are not subject to the windows or usage limits above. If you see a charge you did not make, contact us straight away so we can secure your account.

Purchases through Google Play

If you subscribed in our Android app, Google Play billed you, not SabiMastery. Google Play's refund policies apply, and you should request the refund through Google Play. If you have trouble, contact us and we will help where Google lets us. To cancel a Google Play subscription, use the Play Store app (Payments & subscriptions → Subscriptions). Deleting the SabiMastery app does not cancel it.

Schools & employers

School and employer licences are billed by invoice. Refunds for these are covered by the terms of your licence agreement, not by the windows above. Please contact your account manager or our support team.

What is not refundable

Usage credits you have already spent, and periods of plan or pass access that have already passed, except where this policy says otherwise.
Free credits, referral rewards, promotional access and coupon discounts. These have no cash value.
Purchases on accounts suspended or closed for fraud or other serious breaches of our Terms of Use. We may withhold refunds in these cases, as far as the law allows.
Remaining credits and active plans when you delete your account. If you think you are owed a refund, ask for it before you delete your account — deleting your account ends access immediately and does not create a refund.

How refunds are paid

We refund to the payment method you used, in the currency you paid in. We cannot send refunds to a different card, bank account or mobile-money wallet.
Refunds include the VAT share of what you paid. If the refund is our fault or your tutor's (for example a duplicate charge, a failed delivery or a tutor no-show), we also refund the payment-processing fee. For other refunds the processing fee is not refunded, because our payment provider keeps it.
Your bank or mobile-money provider may convert currencies or charge fees. We are not responsible for those differences.
Once we approve a refund, it usually reaches you within 5–10 business days. The exact time depends on your bank or provider. When it has been paid out, what the payment bought (for example the plan and its credits) is removed from your account.
Our payment provider cannot process refunds below its minimum amount (currently ₦100 for naira payments). If an approved refund would fall below the minimum for your currency, we will tell you and explain your options.

How to request a refund

Sign in and go to Orders & refunds.
Choose the purchase and tell us why you are asking. You will see straight away what this policy says about that purchase — including the amount it would suggest — before you send the request.
Send the request. We will email you our decision, and you can follow its progress on the same page. You can withdraw a request at any time until we have acted on it.

If you can’t sign in, or can’t find the payment, email support@sabimastery.com or use our Contact us page instead. Please include:

The email address on your SabiMastery account
Your order or payment reference, which is on your checkout receipt
What you bought, and why you are asking for a refund

We will reply within 2 business days and usually give you a decision within 5 business days. Some clear-cut cases under this policy are confirmed automatically; others are reviewed by a person, and for tutor packages we may contact your tutor before deciding.

Disagreements and chargebacks

If we decline a request and you think we have it wrong, reply to our decision email with any extra information and ask us to review it — a person will look again. Please contact us before you dispute a charge with your bank (a chargeback): we can usually resolve it faster, and while a chargeback is open we may pause access to whatever the disputed payment paid for. None of this affects any statutory right you have to complain to a consumer-protection authority or to pursue a claim through the courts.

Changes to this policy

We may update this policy from time to time. When we do, we will post the changes here and update the "Last updated" date. The version in effect when you paid applies to that purchase.

Contact us

Questions about this policy: support@sabimastery.com, or +234 703 699 7573, or see our Contact us page. SabiMastery is operated by Macy and Udy Ltd (RC8116436), 19 Stream Road, Ikot Effanga Mkpa, Calabar, Cross River State, Nigeria. Read this policy with our Terms of Use and Privacy Policy.