Legal
Refund policy and Pass Guarantee
Effective August 12, 2026
Pass Guarantee
If you do not pass the official Canadian citizenship test while your paid Citiz access is active, we will refund your purchase. The guarantee can be used once per account during its 12-month access period.
We use the honor system. Email a simple declaration that you did not pass to [email protected] from the address on your Citiz account. We will never ask for an IRCC letter, test result, immigration file number or any other government document.
What the refund covers
An approved claim returns the amount paid for your current Citiz purchase to the original payment method. The guarantee applies only to the official citizenship knowledge test, not practice or mock-exam scores inside Citiz.
Other refund requests
Digital access starts as soon as Stripe confirms payment. Outside the Pass Guarantee, purchases are final except where consumer law requires otherwise. If something went wrong with checkout or access was not delivered, contact us and we will make it right.
How to contact us
Email [email protected] from your account address. Include only a short description of the request; please do not send identity or immigration documents.