Score Guarantee Policy

Operated by: ESL Support Pty Ltd (ACN 168 608 179, ABN 81 168 608 179), Suite 37, 209 Toorak Road, South Yarra VIC 3141, Australia.

Last updated: 30 September 2026

This Score Guarantee Policy forms part of, and should be read together with, our Terms of Use. It is referred to in clause 5 of the Terms of Use. This Policy contains the terms governing our "30-Day Score Guarantee" (also referred to as the Score Improvement Guarantee).

1. Eligibility & Scope

Subject to this Policy and the Terms of Use, if you have purchased an OET Doctors, OET Nurses, PTE Academic, PTE Core, IELTS Academic, or IELTS General Bronze, Silver, or Gold or CELPIP General, CELPIP General LS Essentials or Premium package from us after 8 November 2023, you may be eligible for our 30-Day Score Guarantee.

Under this guarantee, we promise that by completing your course requirements, you will increase your exam score across all sub-tests compared to your baseline score. If you fulfil all requirements and do not achieve an increased score, we agree to refund you for the cost of the package or upgrade fee paid to access the package.

2. Conditions of Eligibility

To qualify for the 30-Day Score Guarantee, you must strictly meet and fulfil all of the following conditions:

  1. Baseline Score Registration: You must complete all post-registration onboarding questions and provide your initial baseline exam scores during sign-up.
  2. Proof of Test Scores and Dates: You must provide official proof (issued directly by the official test provider/certificate) for both:
    • Your past/baseline test score showing your scores and test date prior to beginning the package.
    • Your most recent test score showing your sub-test scores and test date after completing the package.
  3. Completion of All Package Inclusions Prior to Recent Test: You must complete all package inclusions and requirements BEFORE taking your most recent official test. This includes:
    • Completing 100% of the course material activities and practice tests;
    • Completing all mock tests or mini mock tests included in your package (including attending your scheduled speaking appointment);
    • Completing all course assessments included in your package; and
    • Attending all live or scheduled tutorials included in your package.
  4. Timeframes for Request: You must submit your refund request within 30 days of completing your most recent exam (and no later than 30 days from your package expiry date).
  5. Submission Channel: You must contact our Support Team via our official contact form and include an official copy of your recent score report (dated within the last 30 days).

3. What the Refund Covers

You acknowledge and agree that:

  • The refund applies only to the initial purchase price of the eligible package or any fee paid to upgrade to an eligible package.
  • The refund does not apply to any additional add-ons, package extensions, or course switch fees incurred with us.

4. Processing & Timeline

You acknowledge and agree that:

  • Review Period: It may take us up to 5 business days after acknowledging receipt of your refund request to verify your course completion records and determine your eligibility.
  • Payout Period: If approved, the refunded funds may take 5 to 10 business days to reach your account, depending on your financial institution's processing times.

5. Determinations & Automated Assessment Tools

  • Sole Discretion: Any determination made by us regarding your eligibility for the 30-Day Score Guarantee is final and at our sole discretion.
  • AI & Automated Marking Tools: Where any part of your course completion or eligibility assessment relies on a practice test, mock test, mini mock test, or assessment marked using an AI Marking Tool (pursuant to clause 4.3A of the Terms of Use), that automated score serves as an input to our evaluation rather than a final determination on its own.
  • Manual Review: If you believe an automated mark used in evaluating your score guarantee eligibility is materially incorrect, you may request a human review of that specific mark as part of your refund request under Section 2.