Grade 7 money back guarantee

1. Our promise

If a student meets the conditions below but receives less than grade 7 in an eligible GCSE subject, we will refund the eligible fees described in section 6. This is a conditional refund promise. It is not a prediction of the student's result.

For eligible Combined Science, both grades must be at least 7. A result below 7 in either grade meets the result condition for a claim.

2. What is eligible

Before purchase, we will identify the eligible learner, subject, qualification, exam board, specification, tier and examination series, together with the covered subscription and refundable fees. We will provide these details and these terms in a form you can keep.

The student must sit all required papers for that qualification and series. The entry must permit a grade of 7. Foundation tier, A levels, KS3 and 11+ are not covered by this guarantee.

We will only offer the guarantee for a course whose required content and qualifying tests are available. We will not add an eligibility restriction after purchase or retrospectively increase the work required.

3. Completing the full subject

Before the first examination paper, the student must complete all required learning and practice activities in the eligible subject. We will identify those activities in a completion checklist supplied before purchase. Optional activities and material added later are not required for this guarantee.

Completion and mastery are separate requirements. A mastery percentage alone does not establish that the full subject has been completed.

4. Maintaining mastery above 90%

When the student completes the required course, their subject mastery must be strictly above 90%. It must remain above 90% from that point until the end of the day of their final examination paper in that subject, using UK time. Exactly 90% is not sufficient.

Students can see their subject mastery in the Working at grade section, where it is shown as the subject's progress percentage.

We will not retrospectively disqualify a student because we changed the calculation or added content. A reduction caused solely by an Ilmino recording or calculation error will not count against the student. Genuine changes resulting from the student's assessed work will count.

5. Qualifying tests

Before the first examination paper, the student must complete at least 10 different qualifying tests for the subject. We will identify the qualifying tests and their required syllabus coverage before purchase. Short quizzes and repeat attempts do not count towards the minimum.

For an eligible subject assessed through Paper 1 and Paper 2, those 10 tests must include four different full mock papers: two covering Paper 1 and two covering Paper 2. These four mocks count towards the minimum of 10 tests; they are not four additional tests. Each mock must match the eligible subject, exam board, specification and tier and be completed under its stated examination conditions. Repeating the same mock does not count as a different paper.

All learning, mastery and test conditions apply separately to the subject being claimed for. Work or scores in another subject cannot satisfy these requirements. A qualification with a different paper structure is covered only if its own required mock paper arrangement is expressly supplied before purchase. Do not assume that a two paper arrangement applies to every GCSE or to Combined Science.

Example: for an eligible Physics course assessed through Paper 1 and Paper 2, a student completes two different full Paper 1 mocks, two different full Paper 2 mocks and six other designated Physics tests. This meets the minimum test count. The student must also complete the full required Physics course, maintain Physics mastery above 90% for the required period and meet the test average condition below. Chemistry tests cannot replace any of these Physics tests. If the student meets every condition but receives grade 6 in the eligible Physics examination, they may claim the eligible refund. A Physics result of grade 7 or above does not qualify for a refund under this guarantee.

The arithmetic mean of the percentage marks from the first valid submitted attempt at every qualifying test taken must be strictly above 90% by the first examination paper and remain above 90% until the end of the final examination day. Each test percentage has equal weight. Exactly 90% is not sufficient.

All qualifying tests taken count, including those beyond the first 10 and those taken during the examination period. Students cannot select only their best scores. Retakes may support learning but do not replace the first valid score or count as another distinct test.

A valid attempt is the student's own completed submission under the test instructions, including any stated time limit and permitted resources. An attempt invalidated by a verified technical failure will not count. A corrected marking error will replace the incorrect mark.

We will show which tests count, their first valid scores and the resulting average. We will not use undisclosed test selection or scoring rules to decide a claim.

6. What we refund

The refundable amount is the eligible subscription fees actually paid for the affected learner during the 12 months ending on the final examination date, after discounts and less refunds already received for the same payments.

For subscriptions covering several learners, the affected learner's allocated share must be stated before purchase. Where the affected learner's subscription covers several subjects, a qualifying claim refunds that learner's covered subscription fees once, not a separate refund for each subject. The same payment cannot be refunded twice.

Exam entry fees, equipment and fees paid to other providers are not covered by this voluntary guarantee. This does not limit any separate legal remedy.

7. Honest work and problems with our service

The assessed work must be the student's own. Normal teaching, accessibility support and resources expressly permitted by an activity are allowed. Another person answering assessed questions for the student, fabricated results or deliberate manipulation of progress can invalidate a claim where we have evidence that it affected eligibility. We will explain that evidence and allow a response.

We will not reject a claim solely because our records are missing or inaccurate. We will investigate and consider reasonable alternative evidence, including saved results and screenshots. Where an Ilmino service failure prevents a student from meeting a requirement, we will consider its actual effect and agree a fair adjustment or remedy. This does not remove statutory rights.

8. Making a claim

The purchaser or parent must submit their claim to information@ilmai.co.uk within 14 days of the official publication of results for the relevant examination series. Provide the learner, purchase reference, subject, examination details and an official statement of results or certificate. Unrelated grades and unnecessary personal details may be redacted. Do not send payment card details.

If evidence is delayed, a result is under review, or exceptional circumstances prevent a claim within that period, contact us as soon as reasonably possible. We will consider a reasonable extension rather than automatically rejecting the claim.

We will assess the claim using the terms supplied at purchase. We will acknowledge it within 7 days and aim to decide within 30 days after receiving the necessary evidence. If more time is needed, we will explain why and give an updated date.

We will give reasons for a refusal and a reasonable opportunity to provide missing information or request reconsideration. Our internal decision does not remove the right to pursue a legal remedy.

We will issue an approved refund within 14 days of approval, normally through the original payment method. If an app store processed payment, we will assist with its refund procedure. Its refusal to process a refund does not by itself extinguish our obligation under this guarantee; we will arrange an appropriate alternative where necessary. We will not require a double refund or disclosure of full card details.

9. Existing rights and other terms

This guarantee is additional to your statutory consumer rights, including rights relating to services or digital content that do not meet the contract and any applicable cancellation rights. Those rights are not subject to this guarantee's study requirements or claim deadline.

If the general Terms of Use contain an outcome disclaimer or a restriction on refunds, this express guarantee takes priority for an eligible claim. The version supplied at purchase governs the guarantee. Later changes will not remove an existing entitlement.