Digital Delivery Policy

1. How you receive access

Sign in at charterprep.ai using the account used to subscribe. An authorised app build, where available, uses your account's access conditions. Your selected plan unlocks its included features within the workspace; it does not unlock features outside that plan.

The public preparation check and sample previews are available without a subscription. Creating an account alone does not activate a paid plan. Beta and referral access are delivered only after a valid grant or code is successfully applied, for the duration assigned to it.

2. Activation and delivery timing

Access is usually activated immediately after payment confirmation. When checkout is available, activation is automated after our server verifies the successful payment or eligible trial authorisation with the payment provider. Access normally appears during checkout or the next successful membership-status refresh; no shipping or separate emailed activation code is needed.

A pending transaction, delayed provider confirmation, connection problem or service interruption can delay access. A bank debit or checkout screenshot alone is not payment confirmation. Check the membership status and access-through date in your account. If confirmed payment has not activated access within 24 hours, follow the support and remedy steps below.

Eligible accounts receive a three-day Pro preview without payment details. All features are available on screen, with study-content downloads and printing disabled. No automatic charge is attached to this preview. After expiry, choose and separately authorise a paid plan to continue; your saved data remains available. Existing authorised subscriptions follow their recorded cancellation and payment terms. This policy does not enable checkout or app-store purchases where those options are not yet available.

3. If payment succeeds but access is missing

1. Confirm that you are signed in to the same account used for the subscription.
2. Check your connection, then open Plans & pricing and refresh the subscription status.
3. If access is still missing, contact help@charterprep.ai promptly. You can report a problem immediately; you do not need to wait 24 hours.

If access is not active within 24 hours after payment confirmation, contact us and we will resolve the activation issue or refund the payment for the undelivered access. We will verify the transaction and account status and respond within our 24-hour support commitment. This delivery-failure remedy is separate from a change-of-mind cancellation and is not excluded by the general no-refund policy.

Include your account email, plan, transaction date, amount, payment reference and a description of the problem. Do not send passwords, OTPs, reset links or full card details. Avoid paying again solely because access has not appeared; report the existing transaction first.

Approved direct-purchase refunds return to the original payment method within 5–7 working days of approval, as explained in our Cancellation and Refund Policy. For app-store purchases, we will help resolve access or direct the refund request through the store's applicable process and timetable. Mandatory consumer rights and any faster remedy required by law or binding payment-channel rules remain available.

4. Access duration and renewal

Access lasts for the verified trial, paid or promotional period recorded for your account. Monthly and annual subscriptions follow the interval shown before authorisation. Renewal extends access after provider confirmation, subject to the plan's terms; failed or pending renewals may interrupt access.

Cancelling renewal normally preserves verified access through the recorded expiry. It does not promise permanent access or an automatic refund of a captured payment. See Plans and pricing and the Terms of Service for plan details.

5. Internet, AI and service availability

You need a compatible browser or supported app build and a working internet connection for online features. Offline access is limited to what the app explicitly supports; a subscription does not promise a complete offline course or downloadable video library.

AI responses are generated on request rather than delivered as a fixed set of materials. Availability, response times and usage limits depend on the feature, your plan and external providers. AI may be delayed or unavailable even when your membership is active. Report persistent feature-access problems to support.

Welcome and account emails are supplementary communications. A missing welcome email does not by itself establish that access failed; check your signed-in membership status. Email delivery can be affected by spam filtering and mailbox settings.

6. Support and related policies

For digital delivery or activation issues, email help@charterprep.ai. App-store purchases, where offered, also follow the relevant store's activation and purchase-management process. This policy does not limit mandatory consumer rights.