Last updated: August 2026
Our tests come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), and nothing in this policy limits those rights. If you’re entitled to a remedy under the ACL, we’ll provide the appropriate remedy. In other situations we may, at our discretion, offer a refund, replacement, credit, or another suitable solution where appropriate. This policy explains how we handle refunds and technical problems on top of your statutory rights.
Smart Panda sells individual mock tests and packs of tests (not a subscription). Buying a test unlocks access to that test in your account, where you can take and retake it. Access is delivered to your account immediately. Because a test’s contents are revealed once it’s opened, an opened test generally isn’t eligible for a change-of-mind refund (see sections 3 and 4).
Tests are allocated to the registered student on your account, and are allocated in order from the tests that student does not already own. Tests do not expire and there is no subscription to cancel. If we cannot deliver a whole pack — because the student already owns most of what we publish — we will not sell it to you in the first place.
The free mock test available to every account is not part of any purchase. It is never counted in a pack, never allocated as one of the tests you paid for, and nothing in this policy applies to it.
Because our tests reveal their questions and answers once you begin, it matters when a test is treated as used. A test is considered opened as soon as you start it in any mode — that is, when you begin a Full Mock, or start any section in Practice or Exam mode. Once any of these happens, that test is treated as opened, even if you don’t finish it.
Because tests are digital and reveal their content once opened, we generally do not offer a change-of-mind refund for a test you have already opened (see section 3). If you’ve bought a test or pack and haven’t opened any of the tests, contact us within 14 days of purchase and we’ll refund or credit the unopened tests as a goodwill gesture. This is separate from — and in addition to — your rights under the Australian Consumer Law.
Accidental duplicate purchases. If you buy the same test or pack twice by mistake, contact us and we’ll generally refund the duplicate purchase, provided those tests haven’t been opened.
You’re entitled to a remedy if a test is faulty, doesn’t match its description, or isn’t of acceptable quality. For a major failure you can choose a refund; for a minor problem we’ll fix it, correct the issue, provide a replacement, or otherwise provide an appropriate remedy.
Please note that the difficulty and style of practice questions are a matter of opinion. Feeling that a test was harder, easier, or different from what you expected is not, on its own, a fault or a “major failure” — though we always welcome your feedback and will look into any question you think is genuinely wrong.
Writing tasks are marked with the help of AI-assisted tools to give fast, educational feedback and an indicative score and/or band. This feedback is a guide to help a student improve. Minor differences between the AI’s feedback and what a human marker might give are not, by themselves, a fault and don’t entitle you to a refund — though if marking has clearly failed (for example, a response wasn’t marked at all), tell us and we’ll investigate and provide an appropriate remedy if a fault is confirmed.
Smart Panda provides practice materials only. We do not guarantee any particular examination score, ranking, placement, scholarship, or admission outcome, and a student’s actual exam result is not a basis for a refund.
If a test is disrupted or can’t be completed because of a technical fault on our side (for example the site goes down mid-test, or a test fails to load or mark), contact us and we’ll make it right — depending on the circumstances, by restoring your access, resetting or re-issuing the attempt, giving you a replacement, crediting your account, refunding the purchase, or another appropriate remedy consistent with the Australian Consumer Law where applicable. Problems caused by your own device or internet connection aren’t our fault, but we’ll still do our best to help.
Please report a technical problem as soon as you can — ideally within 5 days — so we can investigate while the technical logs are still available. Reporting later may make some issues harder to verify, but it doesn’t remove any rights you have under the Australian Consumer Law.
We may decline a goodwill refund or credit where we reasonably believe there has been fraud, misuse of the platform, abuse of this refund policy, or an attempt to obtain access to tests unfairly. This does not affect any genuine remedy you’re entitled to under the Australian Consumer Law.
If a payment is disputed through a chargeback or payment dispute, we may suspend access to the associated purchase until the dispute has been resolved.
If you used a discount code, any refund is of the amount you actually paid, not the full list price.
Any promotional, complimentary, or bonus tests or credits have no cash value, are not exchangeable for money, and may be removed if the qualifying purchase they came with is refunded or reversed.
Contact us through the support page with your account email and what happened. We aim to respond within a few business days. Approved refunds are returned to your original payment method via Stripe — usually within 5–10 business days, though your bank or card issuer may take additional time to complete the transaction. We may ask for additional information — such as your purchase details, screenshots, or timestamps — to verify your purchase or investigate the issue before deciding on the appropriate remedy.
We are registered for GST. Every price shown on Smart Panda is the total you pay and includes GST — nothing is added at checkout. A refund returns the full amount you paid, including the GST portion.
Stripe emails you a receipt for each purchase. If you need a tax invoice showing our ABN and the GST amount — for example if you are claiming the expense — email admin@smartpanda.com.au and we will send one.
Questions about a purchase? Reach us any time through the support page or email admin@smartpanda.com.au.
Smart Panda is a business name of Muralikrishna Venkatachalapathy (ABN 22 897 812 386), based in New South Wales, Australia.