Refund Policy

How we resolve refund requests for your AXI Business Diagnostic - clearly and quickly.

The short version

Before the detail below, here is what matters in six points.

  1. We take delivery quality seriously. Where an issue arises with your order, we will work with you to resolve it - through rework, refund or another agreed outcome.
  2. You are entitled to a full refund if we do not deliver within our service standard, if the Business Diagnostic does not cover what we promised, or if you cancel before submitting your Intake Form.
  3. Beyond statutory entitlements, we may offer voluntary refunds or reworks in specific circumstances at our discretion - see clause 3 for detail.
  4. Refund requests are reviewed by our team. Our aim is to handle them transparently and swiftly.
  5. Email axi@axiomaiinsights.co.uk with your order reference. We acknowledge within one working day and process approved refunds within five working days to your original payment method.
  6. Nothing in this Refund Policy excludes or limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. This Policy operates in addition to them.

Any refund question, email axi@axiomaiinsights.co.uk and we will get back to you.

This Refund Policy applies to the AXI Business Diagnostic and any optional bolt-on Consultation Call, and to the AI Governance Register. It sets out when a refund is available, how to request one and how quickly we issue it.

This Refund Policy forms part of our Terms of Sale by reference.

1. Our commitment

Where an issue arises with your order, we take it seriously and work to resolve it quickly. Depending on the circumstances and following review of the matter against the order and your input at the Intake Form, the resolution may include a rework of the Business Diagnostic, a full or partial refund, or another agreed outcome. Our aim is a fair resolution for both sides, handled transparently.

2. When you are entitled to a refund

You are entitled to a full refund in any of the following circumstances:

a) Delivery is late beyond our service standard. If we do not deliver your Business Diagnostic within 48 hours of receipt of your completed Intake Form (24 hours past our published SLA), you can request a full refund.

b) The Business Diagnostic does not cover what we promised. If the report you receive does not cover the five framework sections set out on our website, you can request a full refund or a free rework. Your call.

c) You cancel before submitting your Intake Form. Until you submit the Intake Form, you can cancel for any reason and receive a full refund.

d) You give us your reason at Intake Form and we cannot deliver. If you provide accurate information at Intake Form and we are unable to produce a Business Diagnostic to the standard described on the website, we issue a full refund.

3. Discretionary refunds and reworks

The following are not statutory entitlements but circumstances in which we may, at our discretion, offer a refund or rework following review.

a) Material dissatisfaction with the analysis. If, within 14 days of Delivery, you tell us that the analysis does not address your specific business circumstances or does not engage with the priorities you set out at the Intake Form, we will review your report against the framework specification and the information you provided. Where the review identifies a material shortfall, we will offer a rework as the first remedy. Where a rework is not feasible or appropriate, we may issue a full refund. Where a refund is issued, the Buyer must delete all copies of the Business Diagnostic and confirm in writing that they have done so, and make no further use of any content from it.

b) Change in your circumstances. If your business circumstances change after payment and before Intake Form submission, contact us. We will issue a full refund.

c) Consultation Call. The £100 Consultation Call is refundable in full if you cancel before the call is held. Once the call has taken place, it is not refundable.

4. Your statutory rights

If you are buying as a consumer, you have statutory rights under the Consumer Rights Act 2015 (including the right to a service performed with reasonable care and skill, fit for purpose and as described) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (including a 14-day cooling-off right, subject to the digital and made-to-order service treatment set out in clause 9 of our Terms of Sale).

Nothing in this Refund Policy excludes or limits your statutory rights. This Refund Policy operates in addition to them.

5. How to request a refund

Email axi@axiomaiinsights.co.uk with:

  1. Your order reference (in your payment confirmation email).
  2. The email address you used to place the order.
  3. A short note saying which of the circumstances in clauses 2 or 3 applies.

You do not need to provide evidence for clauses 3(a), 3(b) or 2(c). For the other circumstances, please tell us briefly what happened so we can also fix the underlying issue.

6. How quickly we respond

We acknowledge refund requests within one working day.

Once we approve the refund, we process it within five working days to your original payment method. Stripe processing time is additional and depends on your card provider.

7. Partial refunds

We default to full refunds or full reworks. We do not issue partial refunds as a routine matter. If a partial refund is the right answer for a particular case, we will discuss it with you - we will not impose one.

8. The AI Governance Register

The AI Governance Register is a ready-made digital download, not a made-to-order service, so the following applies to it in place of clauses 2 and 3 above.

a) Before download. Until you begin downloading the Register, you can cancel for any reason and receive a full refund.

b) Faulty or wrong file. If the file is corrupt, will not open, is the wrong edition, or is materially not as described, we will replace it. Where we cannot provide a working file, we will refund you in full. This applies whether or not you have downloaded it.

c) After download. Once you have begun downloading the Register having confirmed at checkout that you want immediate access and accept the loss of the 14-day cancellation right, the purchase is non-refundable, save for paragraph (b) and your statutory rights.

d) Statutory rights preserved. Nothing here removes your rights under the Consumer Rights Act 2015 (digital content of satisfactory quality, fit for purpose and as described) or the Consumer Contracts Regulations 2013. This Policy operates in addition to them.

9. Where this Refund Policy does not apply

This Refund Policy applies to the AXI Business Diagnostic, the optional Consultation Call and the AI Governance Register. It does not apply to free products (such as the AXI Quick Scan, which is provided at no cost). It does not apply to professional services delivered under a separate engagement letter (such as AXI Advisory).

10. Updates to this Refund Policy

We may update this Refund Policy from time to time. The version in force at the time of your order is the version that applies to that order.

11. Contact

For any refund question, contact us at axi@axiomaiinsights.co.uk.

Version: v3 (9 June 2026)
Supersedes: v2 (18 May 2026)
Effective from: 9 June 2026