You have the right to request a refund until you complete your first simulation round. Find out how to check if a refund can be issued, how long it takes, and how to submit.
You are entitled to request a refund for a payment you’ve made, but only within a limited time frame after the simulation begins. Below you’ll find the exact conditions and steps to submit a request.
Important: The refund policy applies to participants who have registered individually, on their own, and have paid for the license themselves. If you are part of a class registered through a school or institution, the refund will not be issued directly to you, as the financial arrangement in this case is between the school and Simbound.
Depending on your account type, you will be asked to pay for the simulation services you ordered either through an online payment service or sometimes by bank transfer.
Important: Transactions are not processed by Simbound. Simbound works with carefully selected payment processors, but any requests for information or complaints directly related to the payment itself (for example, issues that arise during card processing or during the transfer) must be directed to the payment processor, not to Simbound.
You have the right to request a refund for any payment made up until the deadline for the first round of the simulation—regardless of whether it is a practice round or an actual round.
If your simulation does not have a deadline for the first round, you may request a refund at any time before submitting a round for the first time. Previewing results and having a check-up of rounds will not affect your refund eligibility.
You can check the current round at the top of your dashboard once you are logged in.
Important: Once the deadline for the first round has passed, or once you have submitted your decisions towards a round to be completed and the simulation has generated results, we can no longer process a refund for your purchase.
Note: In Academic Purchasing Licenses are refunded only if a participant is eliminated before the first-round deadline—see the relevant section on Licensing in the Course Setup Guide for more details.
Keep in mind: Refunds can take up to 21 days to process. A fee of up to 2.00% of the original purchase amount may apply to each individual refund.
Yes. In this case, you can request a refund at any time before you run the first round of the simulation.
Unfortunately, once this deadline has passed or the first round has been run and generated results, we can no longer process a refund.
Yes. The right to a refund applies to both practice rounds and actual rounds of the simulation.
Processing a refund can take up to 21 days.
A fee of up to 2.00% of the original purchase price may apply for each processed refund.
The license fee is refunded only if the participant is eliminated before the deadline for the first round. You can find additional details in the licensing section.
Log in to your account and click the support button marked with a question mark, then submit your request using the form that appears.
No. The outlined refund procedure is only available to participants who are registered individually and who paid for their license on their own. If you’re participating through a school or institution, your license was purchased as part of a separate agreement between the school and Simbound, and any refund requests must be discussed with your teacher or coordinator, not directly with us.
Not directly. Simbound does not process transactions—these are handled by our payment processing partners. Any issue strictly related to payment (not a refund) should be directed to the payment processor used at the time.
No, all refunds will be sent to the initial card or account holder.
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