Pass-First-Time Refund Policy

HelloOlivia offers a full refund if an eligible student does not pass IELTS on their first official attempt after completing our program requirements.

Eligibility Requirements

To submit a refund claim, students must provide all of the following:

1. Certified IELTS score report from an authorized testing facility.
2. Proof of purchase (receipt/invoice) matching the student name or immediate family payer name.
3. Identity match evidence when payer and student names differ (e.g., family relationship proof).
4. Program completion evidence showing participation in the enrolled plan and assigned work.

Submission Timeline

• Claim package must be submitted within 30 calendar days of official score release.
• All documents must be complete and legible at first submission.
• Missing documents pause review until complete files are received.

Review + Payout Timeline

• Eligibility review starts after full submission is confirmed.
• Approved refunds are issued within 90 days from full-submission acceptance.

Professional Guardrails (Fair Use)

These guardrails protect fairness for serious students while keeping the policy transparent:

• One refund claim per student account and one first-attempt exam cycle.
• Claim applies only to the enrolled student (not transferable to another learner).
• The exam date must be within the active learning window or approved extension period.
• No active chargebacks/disputes on the same invoice at time of review.
• Fraud prevention review may request verification of score authenticity.
• If fraudulent documents are detected, claim is denied and account may be suspended.

Good-Faith Support Path

Before final denial, students can request one remediation review meeting to confirm whether any missing compliance items can be completed.

For questions, contact the support team through the contact form.