Refund Policy

Within 14 days of buying a pass, email us and we refund it in full. You do not need a reason. We do not ask you to prove you tried it. The refund goes back to the card you paid with, and access ends when it is issued.

This is the one we expect most people to use, and the one that makes buying safe. If the question bank turns out to be smaller than you hoped or the simulator is not what you wanted, that is exactly what this window is for.

If you prepared with CustomsPrep and did not pass the exam, we refund the pass. The conditions exist so the guarantee means something — they are all things the product records automatically, so there is nothing for you to document except your score notice:

• You answered at least 500 questions in your account before the exam.
• You completed at least 2 full timed mock exams.
• You sat the exam during the cycle your pass covers, and you send us the official CBP score notice showing you did not pass.
• You claim within 30 days of the date on that notice.

Meet those and the refund is automatic — we will not argue about how hard you studied. There is no separate application form: email us the score notice and we will look up the rest.

Email [email protected] from the address on your account, and say which refund you are asking for. We reply within two business days. Approved refunds are issued immediately and typically appear on your statement within five to ten business days, depending on your bank.

We cannot refund the CBP exam fee — that is paid to the government, not to us, and we have no part in it. We also do not refund a pass that was ended for sharing an account or for bulk-scraping the question bank, and we do not refund a second pass bought after a refund on the first.

Please email us first. A chargeback costs us a fee and takes months to resolve; a refund takes us a few minutes and, inside the 14-day window, we will simply say yes. If you believe a charge on your statement was not made by you, contact us and your bank both — we will help identify it.

This policy forms part of the Terms of Service. Where the two disagree, this policy governs on refunds.