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Refund, Cancellation & Delivery Policy

Effective date: 1 September 2026

This Refund, Cancellation & Delivery Policy applies to all digital package purchases, mock test credits, and fixed-period paid plans on PenPTE. PenPTE provides digital educational services and is owned and operated by Naqshh Consulting (SMC-Private) Limited at H 968, Street 45, Phase 7, Bahria Town, Rawalpindi, Pakistan. This policy forms part of our Terms of Use.

For purchases processed through Paddle, Paddle acts as the Merchant of Record. Refunds, cancellations, and applicable statutory withdrawal rights for Paddle-processed transactions are administered in accordance with Paddle's Refund Policy, Paddle Buyer Terms, and applicable consumer protection laws.

1. Digital Delivery & Service Fulfilment

PenPTE provides digital educational services only. No physical goods are shipped. After successful payment confirmation, applicable paid access, credits, and plan entitlements are normally activated automatically through PenPTE's online account system. Your purchased access period begins upon activation.

If payment is confirmed but your access or credits are not activated correctly, or if you encounter an issue such as a duplicate payment or verified technical fault on the platform, please contact our support team at support@penpte.com or call +92 309 2666954 with your order reference so we can promptly verify and resolve the issue.

2. 14-Day Refund Request Window

Customers may submit a refund request within 14 calendar days of the transaction date. For purchases processed by Paddle, refund requests and any applicable withdrawal rights are administered by Paddle, our Merchant of Record, in accordance with Paddle's Refund Policy, Paddle Buyer Terms, and applicable law.

PenPTE does not impose an additional shorter refund window or its own separate usage-based refund exclusions on transactions processed by Paddle.

Submitting a request within the 14-day window provides the right to have your request reviewed. It does not constitute an automatic guarantee of a refund in every circumstance. Refund eligibility is determined by Paddle in accordance with its refund policy, buyer terms, and applicable statutory consumer rights.

3. How to Request a Refund

For purchases processed by Paddle, customers may request a refund using the support or manage-transaction link in their Paddle email receipt, or through Paddle's buyer support portal at paddle.net.

Customers may also contact PenPTE directly for assistance:

When contacting PenPTE, please include your registered account email, payment transaction reference, purchase date, and a description of your request. PenPTE assists with locating the transaction or facilitating communication, while refunds for Paddle transactions are processed through Paddle.

4. Refund Processing & Payment Handling

When eligible and approved, refunds are normally returned to the original payment method used during checkout where possible.

The timeline for refunded funds to appear in your account is governed by Paddle's refund process, your card issuer, and your financial institution.

Applicable statutory withdrawal refunds are handled under Paddle's Buyer Terms and Refund Policy.

5. One-Time Purchase & Cancellation

All current PenPTE paid plans (Crash Pack, Pro Pass, Extended Pass) are one-time, non-recurring purchases with fixed access duration (14, 30, or 60 days depending on your selected plan) from activation. There is no automatic renewal and no recurring subscription charge.

Users do not need to cancel to stop future billing. When the purchased access period expires, paid access ends automatically; continuing access requires a new purchase. This one-time purchase structure does not remove or limit any refund or statutory withdrawal rights described in this policy.

6. Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights that cannot lawfully be excluded under applicable consumer protection laws. If Paddle's policy or applicable legislation in your jurisdiction provides greater rights, those rights apply.

7. Contact Information

For questions regarding this policy, billing inquiries, or technical support, contact our team: