Refund Policy

Last Updated: June 20, 2026

SamzHub offers a refund policy that is reviewed on an individual basis. We strive to be fair and transparent in all refund decisions. Please read the following sections carefully before making a purchase.

1. Digital Products (Instant Downloads)

Due to the nature of digital goods, all sales of PDF downloads — including Mock Exams, Workbooks, Pre-written IA Resources, and Bundles and Passes — are considered final and non-refundable once the transaction is complete and the download link has been generated.

By completing a purchase on SamzHub, you acknowledge that you will lose your right of withdrawal once the download has commenced. We highly recommend carefully reviewing product descriptions and ensuring you are purchasing the correct Course Level (AA SL vs AA HL and AI SL vs AI HL) before completing your transaction.

2. EU Consumer Rights — Digital Content Waiver

For customers located in the European Union, you are normally entitled to a 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU). However, in accordance with Article 16(m) of that Directive, by completing a purchase of digital content on SamzHub you expressly waive this right under the following conditions:

You have requested and consented to immediate access to digital content (such as PDF downloads or instant access passes).
The digital content has begun downloading or has been accessed through your account.
You were informed prior to purchase that your right of withdrawal would be lost upon download commencement and you acknowledged this by checking the Digital Content Waiver box at checkout.

This waiver applies to all digital downloads available on SamzHub including Mock Exams, Workbooks, IA Plans, Bundles, and Annual Passes.

Exceptions to this waiver are limited to the following rare circumstances:

Duplicate purchases of the exact same product made in error within a 24-hour period.
The file delivered is proven to be corrupted or inaccessible, and our support team is unable to provide a working replacement within 48 hours of notification.

This waiver does not affect your statutory rights regarding defective or misdescribed products.

3. Expert Services (Custom IA Plans, IA Feedback and IA Boost)

Because our Expert Services require dedicated time and manual effort from our specialized IB educators, refund eligibility is strictly as follows:

Before Work Commences:
If you cancel your order before our team has accepted and begun outlining or reviewing your request, a full refund may be issued minus a 5% payment processing fee. Cancellation requests must be submitted via our Contact page before any work has begun.

After Work Commences or Delivery:
Once our team has begun actively creating your Custom IA Plan or reviewing your document for IA Feedback or IA Boost, no refund of any kind will be issued. The commencement of work and the delivery of a completed service are both considered final.

This applies to all three Expert Services:

Custom IA Plan: Work is considered commenced when our team begins creating your personalized plan based on your submitted intake form.
IA Feedback: Work is considered commenced when our team begins reviewing your uploaded draft.
IA Boost: Work is considered commenced when our team begins the first review of your uploaded draft. Each subsequent round of feedback also constitutes performance. No refunds are available after any round of feedback has been delivered.

4. EU Consumer Rights — Service Performance Waiver

For customers located in the European Union purchasing Expert Services, in accordance with Articles 7(3) and 16(a) of the EU Consumer Rights Directive (2011/83/EU): By purchasing any Expert Service on SamzHub, you expressly request that we begin performing the service immediately upon reviewing your submission. You acknowledge and agree to the following:

You consent to service performance beginning before the 14-day withdrawal period expires.
Once our team has begun performing the service (as defined in Section 6.2 of our Terms of Service), you will lose your right of withdrawal and no refund of any kind will be available regardless of how much work has been completed.
If you exercise your right of withdrawal before service performance has begun, you are entitled to a full refund minus a 5% payment processing fee.

You acknowledged this waiver by:

Checking the Service Performance Consent box at checkout before completing your purchase.
Confirming your agreement in the Custom IA Plan intake form (for Custom IA Plan orders).

A service commencement confirmation email will be sent to you when work begins, serving as official notification that the withdrawal period has ended and no refund is available for that service.

This waiver does not affect your statutory rights regarding services that were not delivered as described.

5. Late or Missing Refunds

If you have been approved for a refund but have not received it yet, please follow these steps before contacting us:

First check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next contact your bank, as there is often some processing time before a refund is posted.
If you have done all of the above and still have not received your refund, please contact us via our Contact page.

Once approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a certain number of business days depending on your payment provider.

6. Subscription and Pass Cancellation

You can cancel your subscription or annual pass at any time to avoid future charges. Upon cancellation you will retain access to the services for the remainder of your current billing cycle. No refunds will be provided for the current billing cycle. The cancellation will simply prevent the subscription from renewing.

7. How to Request a Refund

If you believe your situation qualifies for a refund as outlined above, please contact our support team immediately via our Contact page.

Please include the following in your message:

Your full name
Your order number (found in your confirmation email)
The reason for your request
Proof of duplicate charge or file corruption if applicable

We strive to respond to all refund inquiries within 24–48 business hours. The approval of any refund is at SamzHub’s sole discretion.

8. Policy Updates

This policy is subject to change at any time. Any updates will become effective immediately upon being posted to this page. We encourage you to review this policy periodically to stay informed about our refund practices.

9. Contact

For any billing issues or to submit an eligible refund request, please contact us via our Contact page. We strive to respond to all inquiries within 24–48 business hours.