How can we help?
Find answers to frequently asked questions, access your resources or contact our support team for further assistance.
Returns & Refunds
Payments
Account & Security
01
Orders & Delivery
Once your payment has been completed, you will receive an order confirmation by email. Please check your spam or junk folder if the message does not appear in your inbox.
Yes. A confirmation email containing your order details will be sent to the email address provided during checkout.
Physical orders are generally prepared and dispatched within a few business days. Preparation should normally take no longer than one week, although this may vary depending on the product and order volume.
We intend to offer international delivery. Shipping availability, costs and estimated delivery times will depend on the destination selected during checkout.
Delivery times vary according to the destination, transport service and local postal network. An estimated delivery period will be provided when the order is placed or once it has been dispatched.
Shipping fees are calculated according to the destination, package size, package weight and selected delivery service. The applicable amount will be displayed before payment.
Once your order has been dispatched, you will receive a tracking number by email. This number can be used on the carrier’s tracking website to follow the progress of the delivery.
The delivery address should be checked carefully before payment. Once an order has been confirmed, changes may not be possible, particularly if the order has already entered the preparation or dispatch process.
An order may be modified or cancelled before it has been dispatched. Please contact Customer Service as quickly as possible, although we cannot guarantee that a change will still be possible.
First, check the tracking information provided by the carrier. If the tracking has not been updated for an unusual period, contact Customer Service with your order number.
Check your mailbox, reception area, safe place and neighbouring addresses. You should also review any delivery notification sent by the carrier. If the parcel still cannot be located, contact the carrier and our support team.
Lost parcels will be reviewed with the delivery provider. Contact Customer Service with your order number and tracking details so that an investigation can be opened.
Contact Customer Service and provide your order number, the name of the product received and, where possible, a photograph of the item.
Contact Customer Service as soon as possible. Include your order number and clear photographs of the product and packaging so that the issue can be reviewed.
The treatment of customs duties and import taxes will depend on the destination and delivery method. The final policy will be confirmed before international physical-product sales become available.
02
Digital Products
After completing your purchase, you will receive an email containing access or download information. Your purchased resources will also be available in your account library.
Yes. A download or access link will be sent to the email address associated with your account.
Purchased digital products can be accessed from your account library. You can also use the link contained in your order confirmation email.
Yes. An account is required to purchase, access and manage digital resources.
The eBooks are supplied in PDF format. Some downloads may be delivered inside a compressed ZIP file.
PDF resources can be viewed on computers, tablets and smartphones using a compatible PDF reader.
Yes. You may access your purchased resources on multiple personal devices, provided they are used only by the account holder.
Purchased resources may be downloaded again from your account library while access remains associated with your account.
Yes. Purchased resources remain available through your account, subject to the website’s terms of use and continued account access.
Yes. You may print an eBook for your own personal use.
No. Digital resources are licensed for individual use only. Sharing, reproducing, distributing or making them available to another person is strictly prohibited.
No. Digital products cannot be transferred, resold or assigned to another person or account.
New editions are not automatically included with a previous purchase. Existing customers may contact Customer Service with proof of purchase to request an applicable discount on a newer edition.
The edition currently displayed on the website is the latest version available for purchase. Important edition information may also be included on the product page.
Confirm that you are logged into the correct account and try accessing the resource through the library. If the problem continues, contact Customer Service.
Ensure that the file has been fully downloaded and that you are using an up-to-date PDF reader. If the file was supplied in ZIP format, it must first be extracted. Contact Customer Service if the issue continues.
Check your spam, junk and promotional folders. You can still retrieve purchased resources from your account library.
Digital resources may include personalised and technical protection measures designed to identify unauthorised distribution and protect intellectual property.
03
Training Support
The Training section contains online multiple-choice questions and open-response exercises across five principal areas:
Foundation;
ATPL Subjects;
Airline Preparation;
Aircraft Knowledge;
Interview Preparation.
Foundation training covers mathematics, physics, English and aviation history. The other sections provide exercises related to theoretical knowledge, airline selection, aircraft knowledge and interview preparation.
Digital eBooks are downloadable resources that can be read or printed. Training resources are interactive exercises completed directly on the website.
Contenu de va-et-
Choose the relevant Training section and select an available subscription. Once the subscription has been activated, the included exercises can be accessed through your account.
Yes. An account is required to purchase a subscription, access exercises and save results.
Yes. Access should normally become available once payment has been successfully confirmed.
Access depends on the subscription selected. Planned subscription periods may include one, three, six, nine or twelve months, as well as longer-term options.
Yes. Exercises and quizzes may be repeated during the active subscription period.
No. Questions may be presented in a random order. Depending on the selected exercise, users may also be able to adjust the number of questions, available time and difficulty level.
Exercises may be offered at three difficulty levels:
Easy;
Medium;
Hard.
The available options may vary depending on the subject and exercise type.
Indicative passing scores are:
Easy: 75%;
Medium: 85%;
Hard: 95%.
These scores are used for training purposes only.
Yes. Results and progress are intended to be recorded in the user account and may also appear in the summary displayed after each completed test.
Yes. Previous results should be accessible from the relevant account or Training section while the associated data remains available.
Yes. Questions are designed to include corrections, suggested answers or explanations where appropriate.
Yes. Training can be accessed from computers, tablets and smartphones. A computer or tablet is recommended for greater comfort.
Check your internet connection, refresh the page and confirm that you are logged into the correct account with an active subscription. Contact Customer Service if the issue continues.
Confirm that you remained connected to your account throughout the exercise. If the result is still missing, contact Customer Service and provide the subject, approximate time and name of the exercise.
Reconnect to your account and reopen the relevant exercise. Depending on the exercise settings, an interrupted attempt may need to be restarted. Contact Customer Service if the platform displays an incorrect result or prevents a new attempt.
Use the reporting option displayed beside the question, where available. You may also contact Customer Service and include the exact wording, subject and exercise concerned.
Yes. Questions and exercises may be reviewed, corrected and expanded over time.
The aviation theory exercises are designed around relevant EASA subjects, syllabi and regulatory concepts. They are educational resources and are not presented as official EASA examination material.
No. Results, scores and completion records obtained through The Marvin Protocol do not constitute an official licence, qualification, examination result or regulatory certificate.
04
Returns & Refunds
Eligible physical products may be returned in accordance with the return conditions published at the time of purchase.
The applicable return period will be stated in the final Returns & Refunds Policy and in the information available during checkout.
Returned products will generally need to be unused, complete and returned in their original packaging, unless the item was defective or damaged on arrival.
Contact Customer Service before returning any product. Include your order number and the reason for the request.
The return address and instructions will be provided after the return request has been reviewed. Products should not be returned without prior instructions.
Responsibility for return shipping costs will depend on the reason for the return. The final conditions will be published before physical products become available.
This will depend on the reason for the return and the applicable policy. The final conditions will be provided before sales begin.
Where available, exchanges may be considered before a refund is issued. Availability will depend on stock and the product concerned.
Contact Customer Service and provide your order number and photographs. The issue will be reviewed before replacement or refund instructions are provided.
Returns are normally reviewed after the item has been received and inspected. Processing times will be confirmed in the final policy.
Approved refunds will generally be issued to the original payment method.
Once approved, a refund may require several business days to appear, depending on the payment provider and the customer’s bank.
Due to the immediate nature of digital delivery, refund eligibility may be limited once a product has been accessed or downloaded. The final policy will be published before digital sales become available.
Contact Customer Service. Technical access problems or defective files will be reviewed and, where appropriate, a replacement file or alternative access method will be provided.
Refund eligibility may depend on whether the subscription has been activated, accessed or used. The final conditions will be stated before Training subscriptions become available.
05
Payments
Payments are processed through Stripe. Available methods may include major debit and credit cards and other payment options supported by Stripe, depending on the customer’s device, country and browser.
All prices on the website are displayed in euros.
Your bank or card provider may automatically convert the euro amount into the currency associated with your payment method. Any conversion fees or exchange rates are determined by the relevant provider.
Payments are processed using secure third-party payment services. The Marvin Protocol does not directly process raw card information.
No. Card details are handled by the payment provider and are not stored directly by The Marvin Protocol.
A payment may be declined because of insufficient funds, incorrect card information, security restrictions, an expired card or a decision by the issuing bank. Contact your bank if the reason is unclear.
Do not repeatedly submit the payment. Refresh the page only after checking whether a confirmation email or bank authorisation has already been received. Contact Customer Service if you are uncertain whether the order was completed.
Check your spam folder and confirm that the correct email address was used. Review your account and banking application before attempting another payment.
Wait briefly for the payment status to update, then check your account and confirmation emails. If the order remains missing, contact Customer Service with the payment date and amount.
Check whether two separate orders were created. If only one order exists, contact Customer Service with the relevant payment information.
The definitive VAT treatment has not yet been established. Final prices, applicable taxes and invoice information will be clearly displayed before purchases become available.
Tax treatment may depend on the product, customer location and applicable regulations. The final amount will be displayed during checkout where required.
Yes. An invoice or receipt will be sent by email and should also be available through the customer account once the relevant account section has been completed.
Invoices will be available from the relevant account section and may also be attached to or linked from the order email.
Billing information should be checked carefully before completing payment. Changes to an issued invoice may not be possible.
Yes, where a valid promotional code is available. Enter the code in the designated field before completing payment.
The code may have expired, reached its usage limit or may not apply to the selected product. Check the spelling and applicable conditions before contacting Customer Service.
No. Only one promotional code may normally be applied to each order.
No instalment payment option is currently planned.
No. Once issued, refunds may take several business days to appear, depending on Stripe, the card network and the customer’s bank.
06
Account & Security
Yes. An account is required to purchase products, access digital resources, manage subscriptions and view account information.
Open the account registration page and complete the required information. The final registration URL can be added once the page has been completed.
Use the login page and enter the email address and password associated with your account.
Use the password-reset page and enter the email address associated with your account.
Check your spam and junk folders and confirm that the correct email address was entered. Wait a few minutes before requesting another email. Contact Customer Service if the message still does not arrive.
Account information will be manageable from the customer dashboard once that section has been completed.
Billing and delivery details will be editable from the account area before placing an order. Information associated with an already completed order may not be editable.
Previous orders will be displayed in the relevant account section once the customer dashboard has been completed.
Purchased digital resources are available from the library.
Invoices will be accessible from the account area once the invoice section has been completed.
Confirm that you are logged into the account used during purchase. Check your confirmation email and contact Customer Service if the order remains unavailable.
No. Each email address can normally be associated with only one account.
No. Accounts cannot currently be merged.
No. Purchases, subscriptions and digital resources cannot be transferred between accounts.
Use a strong and unique password, avoid sharing your login details and ensure that your email account is secure. Do not reuse the same password across multiple websites.
Change your password immediately and contact Customer Service. Include any relevant information about the activity, but never send your password.
Reset your password and contact Customer Service as soon as possible. Access may be temporarily restricted while the issue is reviewed.
No. The Marvin Protocol will never ask you to send your password by email, through the contact form or by direct message.
Use the logout option available in the account menu. On a shared device, close the browser after signing out.
Account deletion will be available through the account area or by contacting Customer Service.
Deleting the account may permanently remove access to associated purchases, downloads, subscriptions and saved results. Customers should download any permitted files before requesting deletion.
Contact Customer Service using the support form and specify that your request concerns personal data.
Use the contact form on the Customer Service page and select the account or security category.
CONTACT SUPPORT
WE’RE HERE TO HELP
Whether your enquiry concerns digital resources, training access, account-related matters or order support, our team is here to provide clear and considered assistance. Submit your request below and we will review it with care.
TYPICAL RESPONSE TIME
Withing 1-2 business days
Monday to Friday
