Payment help with a clear paper trail.

1. Before requesting help

Check which learner account was used and whether the payment was made on the web or inside a mobile app. Access is account-linked, so using a different email can make a valid purchase appear missing.

Do not purchase again while the first transaction is being investigated. Sign out and sign back in with the original account, then contact support if the access state is still incorrect.

2. Web and Stripe purchases

When web checkout is enabled, the learner app opens Stripe Checkout for the payment. The server activates or changes access only after it verifies the relevant checkout session or payment event.

For a web refund or payment investigation, contact support@barozelabs.com with:

• the email address used for the Prepward learner account;
• the approximate purchase date and time;
• the offer or access period shown at checkout; and
• the Stripe checkout or transaction reference, if available.

Never send a full payment-card number, card security code, bank password, one-time sign-in code, or a payment screenshot containing sensitive details.

3. Apple App Store and Google Play purchases

Mobile purchases are initiated through the applicable store and are subject to the store's billing, cancellation, and refund process. Start with the store account that made the purchase. The store may require the request to be submitted through its own purchase-history or support flow.

If the store has confirmed a refund or the purchase is not appearing in the correct learner account, contact support@barozelabs.com with the platform, learner account email, approximate purchase time, and the non-sensitive store order reference. Do not send a receipt containing more personal or payment information than is necessary.

4. How requests are reviewed

We review the payment channel, account ownership, transaction status, access grant, and any confirmed refund, chargeback, cancellation, or duplicate-payment event. A payment provider or app store may make the final payment decision under its own rules.

We will not treat account deletion as an automatic payment cancellation or refund request. If you want both outcomes, request the payment action through the relevant payment channel and request account deletion separately through Account deletion.

Applicable consumer protections and other mandatory rights continue to apply. Nothing on this page removes or narrows a right that cannot lawfully be excluded.

5. What happens to access

When a refund, chargeback, cancellation, or other revocation is verified, the corresponding access grant may be disabled or adjusted. A refund does not automatically delete your learner account or study data; use the account-deletion process if you want the account removed.

If a valid purchase was attached to the wrong account, access may not be transferable automatically. Contact support before creating a second account or repeating a purchase so that account ownership and the payment record can be checked.

6. Contact details

For payment, access, or refund assistance, email support@barozelabs.com. For privacy or account-deletion questions, email privacy@barozelabs.com.

Include only non-sensitive information. We will ask if additional detail is needed. You can also review Support and the FAQ.