Refund Policy

This Refund Policy explains when a user of CNA Pass may qualify for a refund under the CNA Pass pass guarantee and when refunds are not available.

This policy applies to CNA Pass purchases made through NurseTogether, including purchases made through Lemon Squeezy checkout.

GENERAL REFUND RULE

Except as expressly stated in this Pass Guarantee and Refund Policy, all CNA Pass sales are final. CNA Pass is a digital product with access delivered during the purchased access period. No refunds will be provided except:

  • where a user fully qualifies for the pass guarantee and submits a valid claim; or
  • where a refund is otherwise required by applicable law.

PASS GUARANTEE COVERAGE

The CNA Pass pass guarantee covers only the written and/or oral CNA knowledge exam.

The pass guarantee does not cover:

  • the CNA skills exam;
  • any skills-only failure;
  • licensure, certification, employment, admissions, or any result other than the written/oral CNA knowledge exam outcome; or
  • any unofficial, practice, mock, school-based, or non-official exam.

ELIGIBILITY REQUIREMENTS

The pass guarantee applies only to the user’s first official written/oral CNA knowledge exam attempt after the user qualifies under this policy.

To qualify, the user must complete all of the following inside CNA Pass:

  • reach an Exam Readiness Score of 90%; and
  • score 85% or higher on two full-length timed final exams.

The user qualifies on the date all of the above requirements are first met.

QUALIFICATION WINDOW

To remain eligible under the pass guarantee, the user must take the official written/oral CNA knowledge exam within 14 days after the qualification date.

If the user takes the exam after that 14-day period, the pass guarantee no longer applies.

CLAIM REQUIREMENTS

To make a claim, the user must submit all required materials within 10 days of the official exam date.

A complete claim must include:

  • proof of purchase for CNA Pass; and
  • official proof of failure for the written/oral CNA knowledge exam.

Acceptable proof of failure may include:

  • an official score report;
  • a results letter;
  • a portal screenshot; or
  • an official results email.

The proof of failure must clearly show:

  • the user’s full name;
  • the exam date; and
  • the failing result.

The name on the exam result must match the original CNA Pass purchaser.

If a submission is incomplete, altered, inconsistent, illegible, or unclear, we may request additional documentation before deciding the claim.

CLAIM SUBMISSION

Claims must be submitted to [email protected] within 10 days of the official exam date, along with the required documentation.

We may request reasonable additional information needed to verify eligibility, identity, purchase history, account ownership, qualification status, or exam timing.

REFUND AMOUNT

If a claim is approved, the refund amount will be 100% of the original purchase price actually paid for CNA Pass.

The refund is limited to the purchase price paid for the applicable CNA Pass purchase. No refund will be provided for taxes, third-party fees, incidental costs, travel, testing fees, rescheduling fees, missed work, or any indirect or consequential losses unless required by law.

LIMITS

Limit one refund per user/account.

We may also limit one refund per person, household, payment method, or exam result where we reasonably believe multiple accounts or purchases were created to evade this policy.

NO REFUND IF

No refund will be issued if:

  • the user fails only the skills exam;
  • the exam is missed, canceled, or rescheduled;
  • the user takes the exam after the qualification window expires;
  • the user did not meet all prep requirements before taking the exam;
  • the claim is submitted late;
  • the claim does not include the required proof of purchase and official proof of failure;
  • the proof submitted does not show the user’s full name, exam date, and failing result;
  • the name on the exam result does not match the original CNA Pass purchaser; or
  • the account is fraudulent, shared, abusive, or duplicated.

FRAUD, ABUSE, AND ACCOUNT MISUSE

We may deny any claim if we reasonably believe that:

  • an account was shared, transferred, duplicated, or created under false pretenses;
  • documents were altered, forged, manipulated, or misleading;
  • the user engaged in abuse, fraud, chargeback misuse, or policy evasion; or
  • the claim otherwise violates our Terms of Use and Sale.

REVIEW PROCESS

We may review account activity, exam-prep completion status, qualification timing, purchase records, and submitted documentation to determine whether a claim qualifies.

Submission of a claim does not guarantee approval.

HOW REFUNDS ARE ISSUED

Approved refunds will be issued to the original payment method where possible. If that is not possible, we may use another lawful method.

Refund timing may vary depending on the payment processor, card issuer, financial institution, and platform used for the transaction.

LEMON SQUEEZY AND PAYMENT PROCESSING

Because purchases may be processed through Lemon Squeezy or related payment partners, approved refunds may be processed through those providers. Additional platform rules, timing requirements, and technical limitations may apply to the mechanics of issuing the refund.

CHANGES TO THIS POLICY

We may update this Pass Guarantee and Refund Policy from time to time. The version in effect at the time of your purchase and qualification will generally apply unless a later version is more favorable to you or required by law.

CONTACT

To submit a claim or ask a question about this policy, contact: [email protected]