Refund Policy

1. Money-back window

New institutional subscribers have a 14-day money-back guarantee from the date of the first charge. If you decide the subscription is not for you within those 14 days, email info@uieglobal.com from the principal address on the account and we will refund the charge in full and close the tenant.

2. Cancellation after the money-back window

You may cancel a subscription at any time. The effect on billing depends on your interval:

• Monthly subscriptions — cancellation takes effect at the end of your current billing period. We do not refund the unused portion of a monthly period.
• Annual subscriptions — we refund the unused months pro rata, less any usage above the equivalent monthly rate. Concretely: refund = (annual_price − months_used × monthly_price), floored at zero.

3. What is not refundable

• Completed Q Free Audits delivered before cancellation (the audit itself is free; this clause covers paid audit work where Q has already produced the deliverable).
• Custom or bespoke work (Sovereign tier, contracted scopes) once Q has produced the work or signed deliverables.
• Subscriptions cancelled outside the 14-day window for monthly tier intervals, beyond the pro-rata refund described above.

4. How to request a refund

Email info@uieglobal.com from the principal email registered on your subscription. Tell us your organisation name and the tier you subscribed to. We acknowledge within two working days and process eligible refunds within seven working days back to the original payment method via Stripe.

5. Failed deliveries

If the platform fails to deliver the contracted service for a sustained period (more than 72 hours of unavailability of your tenant in a billing month), contact us and we will issue a service credit or pro-rata refund covering the affected period, at our discretion.

6. Disputes

If we cannot agree on a refund, you may pursue your statutory consumer rights under UK law where they apply, or initiate a chargeback through your card issuer. We would prefer to resolve the matter directly first.