Shipping & Exchange Policy

Everything sold on GuidanceMitra is a digital product: online stream assessments, the reports generated from them, and passkeys that unlock an assessment. Nothing is sent by post or courier, and no shipping charges apply to any order.

1. How your purchase is delivered

• Bought while logged in — the assessment or report is unlocked in your GuidanceMitra account as soon as the payment is confirmed. A confirmation email with your receipt is sent to the email address on your account.
• Bought without an account, or as a gift — we email a passkey to the address entered at checkout. The passkey is redeemed on our Redeem Passkey page to start the assessment.
• Reports— a report is generated from the student's own responses and is available in their dashboard once the assessment is complete, where it can be viewed and downloaded.

2. Delivery timelines

Most purchases are delivered within a few minutes of a successful payment. Occasionally a bank or payment provider confirms a payment late; in that case access is granted automatically once the confirmation reaches us, and in any event within 24 hours of payment.

If you have not received access or a passkey email within 24 hours, check your spam folder, then use Find my passkey or contact us with your order number.

3. Exchanges

Because our products are personalised and delivered digitally, they cannot be exchanged for a different product once delivered. If you would like more than you bought, a student who already has the Stream Assessment Report can upgrade to the More Detailed Report from their dashboard, paying only the upgrade price.

If a delivered report fails to generate, is incomplete or does not match the assessment you took, we will regenerate it or refund the purchase, as set out in our Refund & Cancellation Policy.

4. Wrong email address

A passkey is sent only to the email address entered at checkout, which we ask you to type twice. If you entered it incorrectly, contact us from the payment details or with your order number and we will help you get the passkey to the right address once we have confirmed the purchase is yours.