Refund & Cancellation Policy

1. The nature of our products

Our paid reports and pathways are personalised digital products. They are generated specifically for you from your diagnostic responses at the point of purchase, and are made available to you straight away.

2. Your right to cancel, and its limits

Under the Consumer Contracts Regulations, you normally have a 14-day right to cancel a purchase made online. However, for digital content supplied immediately, this right ends once supply has begun, provided you have given your consent to immediate supply and acknowledged that you will lose the right to cancel.

At checkout we ask you to consent to immediate generation and delivery of your report. By giving that consent and proceeding, you agree that your report will be supplied straight away and you accept that your 14-day cancellation right no longer applies once generation has begun. If you do not wish to waive this right, please do not complete the purchase.

3. When we will provide a refund

We will refund you in the following circumstances:

• a technical fault on our side prevented your report from being generated or delivered;
• you were charged in error, or charged more than once for the same product;
• the product delivered was materially not as described;
• in any other circumstance where a refund is required by applicable consumer law.

Because the product is personalised and delivered immediately, we are generally unable to offer refunds simply because you have changed your mind after the report has been generated. We will always consider reasonable requests fairly and in good faith.

4. Advisory services

For one-to-one advisory engagements, cancellation and rescheduling terms are set out in the separate agreement provided before booking. Where a session has not yet taken place, we will offer rescheduling or a refund in line with that agreement.

5. How to request a refund

To request a refund, contact us at hello@axys.one within 14 days of your purchase, quoting your order reference and the reason for your request. We aim to acknowledge requests within three working days.

6. How refunds are made

Approved refunds are returned to your original payment method. We aim to process them within ten working days of approval, though the time for funds to appear may depend on your card issuer or bank.

7. Contact

Any question about this policy can be sent to hello@axys.one. Full contact details are on our Contact page.