A straight refund policy.

We want you to feel the analysis was worth the price. The mechanics of our refund policy are shaped around that. In plain English:

• £49 diagnostic. If within 14days of the analysis being delivered to you it hasn’t been useful, email us and we’ll refund you in full. No questionnaires, no forms.
• £10/month pathway subscription. Cancel at any time from your account. You keep access until the end of the month you’ve paid for. We don’t refund mid-cycle charges — but we also don’t lock you in.
• Technical failure. If our service fails to deliver what you paid for — for example, your report never arrived or was corrupt — we refund you in full regardless of timing.

Our diagnostic is a digital product. It’s delivered to you immediately after you complete the conversation. Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally lose the 14-day cancellation right the moment digital content is delivered to you — but we voluntarily extend a guarantee that sits on top of that legal baseline.

What the guarantee covers

Within 14days of your analysis being delivered (we’ll use the email timestamp, or your first authenticated view, whichever is earlier), you can ask for a refund on the grounds that the analysis wasn’t useful to you. We don’t require a specific reason or supporting evidence. Tell us briefly what didn’t land and we’ll action it.

What it doesn’t cover

• Requests outside the 14-day window (except in the case of a technical failure — see below).
• Multiple repeat diagnostics purchased after the first refund. One satisfaction-guarantee refund per account, in good faith.

The pathway subscription renews monthly until you cancel. Cancel from your account at any time — you keep access to the pathway until the end of the billing period you’ve already paid for, and you won’t be charged again.

We don’t refund partial months. If this is a barrier for you, please write to us — we look at edge cases (accidental renewal, prolonged medical issue, etc.) on their own facts.

If you paid but the service failed to deliver what you paid for — for example the report never arrived in your inbox, was corrupted, was delivered to the wrong address, or never generated because of a server error — we’ll refund you in full regardless of when you tell us.

We’d also like to know, so we can fix it. A short note with your order reference is enough.

1. Email {{CONTACT_EMAIL}}Placeholder: CONTACT_EMAIL — see web/docs/launch-checklist.md. from the email address on your order.
2. Put “Refund request” in the subject line.
3. Tell us your order reference (or the email address you used) and, in a sentence or two, what didn’t land. You don’t have to justify the ask — this just helps us improve.

We’ll confirm receipt within one working day and, unless we’ve got follow-up questions, process the refund to your original payment method within the window below.

• Method.Refunds go back to the original payment method used at checkout. We can’t refund to a different card or account.
• Timing. We action the refund within five working days of confirming the request. Your bank typically credits within a further 3–5 working days, though it can take longer for some issuers.
• Fees. We refund the full amount you paid. Payment-processor fees we incurred are on us.
• Currency. If your card was charged in a currency other than GBP, the refund amount in your local currency may differ slightly from what you paid because of exchange-rate movement. That’s on the bank, not us.

Please email us before raising a chargeback with your bank. A chargeback opens a formal dispute with our payment processor that takes weeks to resolve; a direct email usually takes minutes. If we’ve already refunded you, a chargeback for the same transaction may be rejected automatically.

If a chargeback is raised and ultimately decided in our favour, we reserve the right to restrict future purchases from the same account while the matter is resolved.

This policy is in addition to your statutory rights as a consumer under English law. In particular:

• Consumer Rights Act 2015— digital content must be of satisfactory quality, fit for purpose, and as described. If it isn’t, you have a right to a repair, replacement, or a refund independent of this policy.
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — for digital content, the 14-day cancellation right can be lost when delivery begins, provided you have consented to that and acknowledged the loss of the right. Until the checkout flow presents that waiver explicitly, we treat your statutory cancellation right as intact alongside the satisfaction guarantee described above; the satisfaction guarantee sits voluntarily on top of whichever is more favourable to you.

Nothing in this policy affects those statutory rights. If our policy is narrower than the law gives you, the law wins.