Refund Policy
Last Updated: August 3, 2026
This Refund Policy explains when a purchase made through CBSA OTEE Practice Test Canada may qualify for a refund, including the conditions of our Pass Guarantee. Please read this Policy before purchasing Full Access. By completing a purchase, you agree to this Refund Policy together with our Terms of Service and Privacy Policy.
1. General Refund Policy
Our Full Access package is a digital product delivered shortly after a successful purchase. Because access to the practice platform and protected educational content is provided digitally, purchases are generally final once access has been activated.
A refund may be considered only in the following circumstances:
- A confirmed duplicate payment
- A confirmed failure to deliver purchased access that we cannot resolve
- An eligible Pass Guarantee claim
- A refund required by applicable law or payment-provider rules
Submitting a request does not automatically guarantee approval. Each request is reviewed using the purchase record, account activity, technical records, and supporting information provided by the customer.
2. Duplicate Payments
If the same customer is charged more than once for the same Full Access purchase, the duplicate transaction may qualify for a refund. The customer must contact us within 7 calendar days of the duplicate charge and provide:
- The email address used during checkout
- The relevant order or transaction details
- Evidence showing the duplicate payments
A payment made for another person, another account, or a separate access period is not considered a duplicate payment.
3. Access Delivery Problems
After a successful purchase, account access is normally created and delivered using the email address provided during checkout.
If you do not receive access, you must contact us within 7 calendar days of purchase. You must allow us a reasonable opportunity to verify the payment, correct the email address, reset the account, resend access details, or resolve the technical issue.
A refund may be considered only when:
- The payment was successfully completed;
- You provided accurate information or promptly corrected it;
- You contacted support within the required period;
- The access problem was caused by our platform; and
- We were unable to provide the purchased access within a reasonable resolution period.
A delayed email, spam-folder placement, forgotten password, incorrect email address, or issue that can be resolved through account support does not automatically qualify for a refund.
4. Pass Guarantee
Eligible Full Access customers are protected by our conditional Pass Guarantee. The Pass Guarantee does not mean that every customer is certain to pass the official OTEE. It means that an eligible customer who completes all requirements below and is unsuccessful on the covered official OTEE attempt may request a refund under this Policy. The guarantee applies only to the official CBSA Officer Trainee Entrance Exam. For current information about the official examination, visit the official CBSA OTEE page.
5. Pass Guarantee Eligibility Requirements
To qualify, all of the following conditions must be met:
- You must purchase the Full Access package directly through our website.
- You must be the original purchaser, account holder, and official OTEE candidate.
- You must complete each of the following six paid practice exams at least once:
- Full-Length OTEE Practice Exam
- Mini OTEE Practice Exam
- Reasoning Skills Practice Exam
- Analytical Thinking Practice Exam
- Client Service Orientation Practice Exam
- Writing Skills Practice Exam
- You must complete the Full-Length OTEE Practice Exam at least three times in total.
- All required practice exams and attempts must be fully completed before beginning the covered official OTEE attempt.
- The covered official OTEE must be your first official OTEE attempt taken after purchasing Full Access.
- The official OTEE attempt must be taken during your active 365-day Full Access period.
- You must be officially notified that you were unsuccessful on the covered OTEE attempt.
- You must submit a complete claim within 72 hours of the date and time shown on the official result notification.
- You must provide the verification evidence required under this Policy.
There is no minimum practice-test score required for Pass Guarantee eligibility. However, incomplete, abandoned, interrupted, or unsubmitted practice attempts do not count as completed attempts.
6. Required Verification Evidence
A Pass Guarantee claim must include a clear, continuous, and unedited screen-recording video showing:
- The email inbox containing the official result notification
- The official sender’s name and email address
- The recipient email address
- The date and time of the result notification
- The complete official result message
- The unsuccessful OTEE result
- The inbox or email being refreshed during the recording
- Enough information to confirm that the result belongs to the purchaser and account holder
Screenshots alone are not normally sufficient unless we specifically request them. You may hide unrelated personal emails and information. However, you must not hide, crop, blur, alter, or remove information required to verify the claim. We may request reasonable additional information where the submitted evidence is incomplete, unclear, inconsistent, or cannot be verified. Any personal information submitted with a claim will be handled according to our Privacy Policy
7. Circumstances That Invalidate the Pass Guarantee
A Pass Guarantee claim will not qualify where:
- Any required practice exam was not completed
- The Full-Length Practice Exam was completed fewer than three times
- The requirements were completed after the official OTEE attempt
- The official exam was taken before purchasing Full Access
- The covered attempt was not the first official OTEE attempt after purchase
- The official exam was taken after the Full Access period expired
- The claim was submitted more than 72 hours after the official result notification
- Required evidence was missing, incomplete, edited, altered, misleading, or unverifiable
- The purchaser and official OTEE candidate were not the same person
- The account was shared, transferred, sold, or used by another person
- Platform content was copied, recorded, distributed, resold, or misused
- False information or documents were submitted
- The customer violated our Terms of Service
- Fraudulent activity, payment abuse, or guarantee abuse is reasonably identified
Only one Pass Guarantee claim may be made for each qualifying purchase.
8. Non-Refundable Circumstances
Refunds are not normally provided for:
- Changing your mind after purchase
- Purchasing by mistake after access has been delivered
- Failing to use or complete the platform
- Not having enough time to prepare
- Receiving a lower practice score than expected
- Being unsuccessful on the official OTEE without meeting every Pass Guarantee requirement
- Deciding that the product is no longer needed
- An official exam being postponed, cancelled, rescheduled, or changed
- Changes to the CBSA recruitment process
- Failure to check the product description before purchase
- Failure to check email, spam, or junk folders
- Incorrect information entered during checkout
- Loss of access caused by forgotten credentials
- Unsupported devices, browsers, extensions, or system settings
- Personal internet, electricity, browser, or device failure
- Interrupted practice attempts that can be restarted
- Mobile or tablet compatibility issues where desktop Google Chrome was recommended
- Account sharing or violation of platform rules
- Expired access
- Bank fees, currency-conversion charges, or third-party charges
This section does not limit any non-waivable rights available under applicable law.
9. Refund Amount
For an approved Pass Guarantee claim, the eligible refund is limited to the base Full Access purchase price actually paid, up to CAD $79. Discounts, coupons, credits, or promotional pricing reduce the refund to the amount actually paid for Full Access.
The following are excluded to the extent they are not recoverable:
- Taxes
- Currency-conversion charges
- Bank or card-issuer fees
- Payment-processing charges
- Other third-party fees
For an approved duplicate-payment claim, the refundable amount will be based on the confirmed duplicate transaction. No refund amount may exceed the amount received for the relevant purchase.
10. How to Submit a Refund Request
Send your request from the email address used for purchase to:
Use the following subject line: Refund Request – Order Number
Your request must include:
- Your full name
- Purchase email address
- Order or transaction number
- Purchase date
- Reason for the request
- Required supporting evidence
- For Pass Guarantee claims, the verification video described above
A request is considered submitted only when it is received at the email address listed in this Policy.
Incomplete requests may delay the review. If requested information is not provided within 5 calendar days of our follow-up message, the request may be closed.
11. Review and Processing Time
We will review the purchase record, account activity, completed practice attempts, supporting evidence, and any relevant technical or payment information.
We normally aim to provide a decision within 10 business days after receiving all required information. Approved refunds may take up to 30 business days after approval to be initiated or completed. Additional time may be required for the funds to appear, depending on the payment provider, payment method, financial institution, currency, and processing requirements.
Refunds are normally returned through the original payment method. Where the original payment route is unavailable, we may contact the customer to arrange another lawful and verifiable refund method. An approved refund immediately ends the related Full Access subscription period, account access, and any remaining right to use paid materials.
12. Payment Disputes and Chargebacks
Customers should contact us first so that we have an opportunity to investigate and resolve the issue. Opening a payment dispute or chargeback does not create additional refund eligibility under this Policy. Where a dispute or chargeback has already been opened for the same transaction, we may be unable to process a separate refund while that dispute remains active. The internal refund review may be paused until the payment provider or financial institution resolves or closes the dispute. A customer cannot receive both a refund and a chargeback credit for the same transaction. Nothing in this section removes any right that cannot lawfully be waived.
13. Fraud and Policy Abuse
We may reject a request, suspend access, or preserve relevant records where we reasonably identify:
- Altered or fabricated evidence
- False statements
- Account sharing
- Multiple claims for the same purchase
- Attempts to obtain more than the amount paid
- Content copying or unauthorized distribution
- Refund or chargeback abuse
- Misrepresentation of the purchaser or official candidate
- Other fraudulent or prohibited activity
Submitting false evidence may permanently disqualify the purchase from the Pass Guarantee.
14. Changes to This Policy
We may update this Refund Policy when our platform, payment arrangements, guarantee terms, or legal obligations change. The policy version in effect when you complete your purchase will normally apply to that purchase. Updates will not remove any non-waivable rights available under applicable law. The latest version will be published on this page with an updated “Last Updated” date.
15. Contact Us
For refund questions or Pass Guarantee claims, contact:
CBSA OTEE Practice Test Canada
Website: oteepracticetest.com
Email: ryan@oteepracticetest.com