In the event of a Qualified Technical Issue, English3 will either (a) provide the user with a refund, or (b) use reasonable efforts to resolve the Qualified Technical Issue. “Qualified Technical Issue ” means: (i) the inability to complete the test due to failure of the web application, or (ii) English3 fails to deliver test results within 5 business days. Whether a complaint constitutes a Qualified Technical Issue will be determined by the reasonable discretion of English3. Termination or suspension of your account or certain activities on the Service that results from a violation of other terms and conditions does not constitute a Qualified Technical Issue and will not result in a refund. The amount of any refund will depend on the nature of the Qualified Technical Issue and, in no case, will not exceed the total amount paid by the user. To submit a valid claim for a refund, a user must (a) notify English3 through writing through firstname.lastname@example.org, or another approved channel, within 24 hours of the occurrence of a Qualified Technical Issue, (b) respond to English3's requests for information or appropriate cooperation in a timely manner, and (c) meet all other requirements under the Terms and Conditions prior to making a claim for a Qualified Technical Issue.