Money-Back Guarantee

AQ® Level 1 Certification | AQ® Certification Bundle (L1 + L2)

Effective Date: June 2026

0. Who We Are

These Money-Back Guarantee Terms (“Guarantee Terms”) are issued by Adaptai Ltd, a company registered in England and Wales (company number 11467622), whose registered office is at 1a Kingsburys Lane, Ringwood, Hampshire, United Kingdom, BH24 1EL, trading as AQai.

These Guarantee Terms form part of AQai’s general Terms of Service and Privacy Policy. In the event of conflict, these Guarantee Terms prevail for the matters covered herein.

1. Scope

This Guarantee applies to:

• AQ® Level 1 Certification — individual enrolments purchased directly from AQai.
• AQ® Certification Bundle (L1 + L2) — the Guarantee covers the bundle as a whole. If the Guarantee is triggered after completing L1, the full bundle price is refunded and access to both L1 and L2 is revoked. Partial refunds for individual bundle components are not available.

This Guarantee does not apply to:

• AQ® Level 2 Certification purchased as a standalone product.
• AQ® Level 3 Certification purchased as a standalone product.
• AQ Essentials (covered by a separate guarantee).
• AQ Simulation Studio or any other AQai product.
• Enrolments made through corporate, institutional, or group arrangements, unless Adaptai Ltd has provided prior written approval. Contact hello@aqai.io before purchase to request approval.
• Ancillary services purchased separately (coaching, additional assessments, certification upgrades).

2. The Guarantee

Complete the full AQ® Level 1 Certification programme. If you rate the training we provide below 7 out of 10, we will endeavour to work with you to bring your experience up to a 7/10 or above. Should we fail to do that within 14 days, we will refund the full amount you paid. That is in writing.

3. Eligibility

Three conditions. All must be met:

• Complete the course. You must have attended (live or via recorded catch-up) and completed all required sessions, self-paced modules, exercises, and assessments within the programme. Workbook submission must be complete.
• Rate the training below 7/10. Your rating on the official post-programme feedback form must be below 7 out of 10.
• Request within 30 days of completion. Your refund request must be received at partnersuccess@aqai.io within 30 calendar days of your course being marked as complete on the learning platform.

That’s it. No other hoops.

4. Resolution Period

Before a refund is processed, AQai will offer to work with you to address your concerns. This may include an additional conversation with our team, supplementary resources, or other reasonable support.

This resolution period lasts 14 calendar days from the date AQai acknowledges your refund request.

If, at the end of 14 days, AQai has not resolved your concerns to a level of 7/10 or above (as confirmed by you), the full refund will be processed within 14 business days of that confirmation.

You are not obligated to engage with the resolution process. If you decline the offer, the 14-day clock still runs and the refund processes at the end of that period provided all eligibility conditions have been met.
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5. Your Statutory Rights

Important: If you are a consumer in the UK or EU, you have a separate statutory right to cancel within 14 days of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) or the equivalent EU Consumer Rights Directive. This statutory right is separate from and in addition to this Guarantee. During the 14-day statutory period, you may cancel for any reason and receive a full refund regardless of completion. Nothing in these Guarantee Terms affects your statutory rights as a consumer.

6. Bundle Mechanics

If you purchased the AQ® Certification Bundle (L1 + L2):

• Trigger after L1. You may claim the Guarantee after completing L1 without needing to complete L2. If your L1 experience rates below 7/10, the full bundle price is refunded.
• Access revocation. On refund, access to both L1 and L2 content, credentials, and resources is revoked.
• No partial refunds. You cannot retain access to one level while claiming a refund on the other.
• Resolution period. The 14-day resolution period (Section 4) applies as normal.

7. Refund Process

• Submit your request. Email partnersuccess@aqai.io with the subject line “Certification Guarantee Refund Request”. Include your name and the email address associated with your purchase.
• AQai acknowledges and begins resolution. We confirm receipt, verify your completion, and offer resolution support (Section 4). The 14-day resolution period begins.
• Outcome. If resolved, the claim is closed. If not resolved within 14 days, we proceed to refund.
• Refund issued. Full amount refunded to your original payment method via Stripe within 14 business days. Allow an additional 5–10 business days for your bank to process.
• Confirmation. You receive an email confirming the refund and any changes to access and certification status.
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8. What Happens After a Refund

• Platform access revoked. Course content, learning platform, and associated resources are removed.
• Certification withdrawn. All credentials, digital badges, and certificates are withdrawn. You must not represent yourself as AQ® certified after refund.
• Community access removed. Cohort groups, partner channels, and communication channels are revoked.
• Bundle access. For bundle purchases, both L1 and L2 access is revoked regardless of which level triggered the claim.
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9. Payment Disputes

We ask that you use the process in Section 7 before raising a chargeback or dispute with your bank. If a dispute is initiated while a refund is being processed, AQai may pause the refund until the dispute is resolved.
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10. Data Processing

To verify eligibility, AQai processes: your name, email, attendance and completion records, and feedback responses. This is carried out under legitimate interest and performance of contract. Full details in AQai’s Privacy Policy.
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11. One-Time Redemption

This Guarantee may be redeemed once per individual. Re-enrolment in any AQai certification programme does not reactivate the Guarantee.
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12. Misuse

Adaptai Ltd reserves the right to decline a request where there is evidence of misuse, including enrolling with the primary intention of obtaining materials and requesting a refund.
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13. Modification

Adaptai Ltd may modify, suspend, or terminate this Guarantee at any time. Changes will not affect requests already submitted, nor the terms that applied at the time of your purchase.
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14. Severability

If any provision is found unenforceable, it is severed to the minimum extent necessary. All remaining provisions continue in full force.
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15. Governing Law

These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, this does not affect mandatory consumer protections in your country of residence.
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Quick Reference

• Products Covered: AQ® L1 Certification, AQ® L1+L2 Bundle
• NOT Covered: L2 standalone, L3 standalone, Essentials, AQSS, corporate/group
• Threshold: Rate training below 7/10
• Eligibility Gates: Complete course + rate below 7/10 + request within 30 days
• Request Window: 30 calendar days from course completion date
• Resolution Period: 14 calendar days from acknowledgement
• Statutory Cooling-Off: 14 days from purchase (separate, unconditional)
• Refund Amount: Full amount paid (full bundle for bundle purchases)
• Refund Method: Original payment method via Stripe
• Processing Time: 14 business days after resolution, plus 5–10 days bank
• Post-Refund: All access revoked, credentials withdrawn
• Redemption Limit: One per individual, lifetime

Questions? Email hello@aqai.io

Copyright adaptai Ltd. 2018–2026 All rights reserved. AQ® and AQai® are UK registered trademarks of adaptai Ltd.