Refund Policy
Last updated: May 2026
Operated by: NEXIEL LIMITED t/a AeroPrep
CRO No. 802963
Plain English Summary
AeroPrep provides digital content (access to exam practice questions) that is delivered to you immediately when you complete your purchase. Because of this, the standard 14-day EU cooling-off period does not apply once you have accessed your content. You will confirm this at checkout before any payment is taken.
We do not offer routine refunds on activated plans. However, we are fair. If something goes wrong on our side, or if you have a genuine reason you haven't been able to use what you paid for, contact us and we will look at it.
1. Digital Content and the Right of Withdrawal
Under the EU Consumer Rights Directive (2011/83/EU), consumers purchasing digital content normally have a 14-day right of withdrawal (cooling-off period). However, Article 16(m) of that Directive provides a specific exemption: the right of withdrawal is waived where:
- The contract concerns the supply of digital content not supplied on a tangible medium
- Performance has begun with the consumer's prior express consent
- The consumer has acknowledged that they thereby lose their right of withdrawal
AeroPrep satisfies all three conditions. Before completing any purchase, you will be asked to tick the following confirmation:
“I request immediate access to AeroPrep digital content and acknowledge that by beginning to use this content, I waive my 14-day right of withdrawal under EU consumer law, in accordance with Article 16(m) of the EU Consumer Rights Directive.”
Your purchase cannot be completed without ticking this box. By ticking it, you expressly waive your statutory right of withdrawal.
This is standard practice for digital content services including streaming platforms, e-learning services, and app store purchases across the European Union.
2. Our Refund Position
Because access to AeroPrep's question bank is delivered immediately and the right of withdrawal has been expressly waived at checkout, we do not offer refunds as a matter of routine policy once a plan has been activated and questions have been accessed.
This policy exists for a straightforward reason: our question bank is our product. Once the full content has been made accessible to you, the commercial value has been delivered. A blanket refund window after access would make it possible to use the platform before an exam and request a refund afterwards, which would be unfair to us and to other paying students.
3. When We Will Consider a Refund
We recognise that exceptional circumstances occur. We will consider refund requests on a case-by-case basis in the following situations:
3.1 Technical Failure on Our Side
If a verifiable technical fault on AeroPrep's platform prevented you from accessing the content you paid for, and you were unable to use the service through no fault of your own, you are entitled to a full refund. Examples include:
- A payment was taken but your subscription was not activated
- You were locked out of your account due to a platform error
- A subject you purchased access to was inaccessible for a substantial period of your plan
Contact us within 14 days of the issue occurring. We will investigate and, where the fault is ours, refund you in full.
3.2 Duplicate Purchase
If you accidentally purchased the same plan twice (for example, by submitting the checkout form twice in quick succession), contact us within 48 hours. We will refund the duplicate charge in full.
3.3 Purchased the Wrong Plan by Genuine Mistake
If you purchased a Single Subject plan and intended to purchase All Subjects, or selected the wrong subject, and you contact us within 24 hours of purchase and have accessed fewer than 10 questions, we will either upgrade your plan at the price difference or issue a refund at our discretion. We cannot make this adjustment retroactively if you have used the plan substantially.
3.4 Exceptional Compassionate Circumstances
If you are unable to continue your pilot training due to a serious medical condition or other extraordinary circumstances that prevent you from ever using your purchased access, contact us at support@aeroprep.eu. We will consider these situations individually and respond with empathy. We may offer a credit toward a future purchase rather than a cash refund depending on the circumstances.
4. What We Do Not Refund
To be explicit, the following are not grounds for a refund:
- You changed your mind after accessing the question bank
- You passed or failed your formal EASA exam (our platform prepares you; we cannot guarantee exam outcomes)
- You did not use the platform during your access period
- You found the content less comprehensive than expected (our subject coverage is clearly described on our website before purchase)
- You forgot your access period was still running
- You found a cheaper alternative after purchasing
- Your flight training was delayed or cancelled for reasons unrelated to our platform
- You purchased a plan and later decided to take a break from training
5. How to Request a Refund
If you believe your situation falls within Section 3, contact us at:
Email: support@aeroprep.eu
Subject line: Refund Request: [your registered email address]
Include in your message:
- Your full name and registered email address
- Your order or payment confirmation number (from your purchase confirmation email)
- The date of purchase
- A clear description of the reason for your refund request
- Any relevant screenshots or evidence (for technical issues)
We aim to respond to all refund requests within 2 business days. If a refund is approved, it will be processed back to your original payment method within 5 to 10 business days, depending on your card issuer.
6. Chargebacks
We ask that you contact us directly before initiating a chargeback with your bank or card issuer. Chargebacks are a last resort designed for fraud, not for disagreements with a seller's refund policy. If you contact us first, we can usually resolve the issue faster than a bank dispute process.
If you initiate a chargeback for a purchase that does not qualify for a refund under this policy, we will provide your card issuer with full documentation of:
- Your checkout confirmation including the digital content waiver acknowledgment
- Your account activity log showing access to the content
- This published refund policy
We reserve the right to suspend access to AeroPrep for any user who initiates an unjustified chargeback.
7. School and Institutional Purchases
If your subscription was purchased by your flight school or training organisation on your behalf, any refund request should be directed to your school's account manager. Schools with billing queries should contact billing@aeroprep.eu directly. School-to-AeroPrep commercial arrangements may have separate terms agreed at the time of the school contract.
8. Changes to This Policy
NEXIEL LIMITED t/a AeroPrep reserves the right to update this Refund Policy at any time. Changes will be posted to this page with an updated “Last updated” date. Purchases made before a policy change are governed by the policy in effect at the time of purchase.
9. Contact
For all refund and billing enquiries:
NEXIEL LIMITED t/a AeroPrep
support@aeroprep.eu
billing@aeroprep.eu
aeroprep.eu
For data rights and GDPR requests: privacy@aeroprep.eu