Money-Back Guarantee

AQ® Level 1 Certification | AQ® Level 2 Certification | AQ® Certification Bundle (L1 + L2)

Effective Date: July 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® Level 2 Certification — individual enrolments purchased directly from AQai.
• AQ® Certification Bundle (L1 + L2) — the Guarantee covers the bundle as a whole. See Section 6 for how the bundle guarantee works across both levels.

This Guarantee does not apply to:

• AQ® Level 3 Certification (covered by separate terms).
• 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 certification programme. If you rate the training we provide below 7 out of 10, we will refund the full amount you paid. That is in writing.

3. Eligibility — Level 1

Three conditions. All must be met:

• Attend all live sessions. You must have attended all three live sessions in full. Watching recordings does not qualify. If you miss a live session, you do not meet the eligibility criteria for this guarantee.
• Complete all coursework. All self-paced modules, exercises, and assessments must be complete. 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 14 days of completion. Your refund request must be received at partnersuccess@aqai.io within 14 calendar days of your course being marked as complete on the learning platform.

That's it. No other hoops.

4. Eligibility — Level 2

Four conditions. All must be met:

• Attend all five live sessions. You must have attended all five live sessions in full. Watching recordings does not qualify. If you miss a live session, you do not meet the eligibility criteria for this guarantee.
• Complete all coursework. All homework assignments, learning modules, and required exercises must be submitted. Case study completion is not required for guarantee eligibility.
• Rate the training below 7/10. Your rating on the official post-programme feedback form must be below 7 out of 10.
• Request within 14 days of completion. Your refund request must be received at partnersuccess@aqai.io within 14 calendar days of your last live session and homework submission, whichever is later.

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):

Scenario 1: Unhappy after Level 1. 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 and access to both L1 and L2 is revoked.

Scenario 2: Happy with Level 1, unhappy with Level 2. If you complete L1, rate it 7/10 or above, and proceed to L2, your acceptance of L1 is confirmed. If you then complete L2 and rate it below 7/10, you are entitled to a refund of the bundle price minus the full retail price of Level 1 ($2,100 USD). Your L1 certification and access are retained. L2 access and credentials are revoked.

In both scenarios:

• The eligibility conditions for the relevant level (Section 3 or Section 4) must be met.
• No partial refunds outside these two scenarios. You cannot retain access to one level while claiming a refund on the other, except as described in Scenario 2.

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.
• We verify completion. AQai confirms your attendance, coursework, and feedback rating against the eligibility conditions for the relevant level.
• Refund issued. Once eligibility is confirmed, the full amount is refunded to your original payment method via Stripe within 14 business days. Allow an additional 5 to 10 business days for your bank to process.
• Confirmation. You receive an email confirming the refund and any changes to access and certification status.
• Feedback (optional). We will reach out to understand your experience. You may choose to book a short feedback call or complete a survey. This is entirely optional and does not affect your refund.

8. What Happens After a Refund

• Platform access revoked. Course content, learning platform, and associated resources are removed for the refunded level(s).
• Certification withdrawn. All credentials, digital badges, and certificates for the refunded level(s) are withdrawn. You must not represent yourself as AQ® certified for that level after refund.
• Community access removed. Cohort groups, partner channels, and communication channels are revoked.
• Bundle access. For Scenario 1 bundle refunds, both L1 and L2 access is revoked. For Scenario 2, only L2 access is revoked; L1 is retained.

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.

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.

11. One-Time Redemption

This Guarantee may be redeemed once per individual, per programme level. Re-enrolment in the same programme does not reactivate the Guarantee.

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.

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.

14. Severability

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

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.

Quick Reference

• Products Covered: AQ® L1 Certification, AQ® L2 Certification, AQ® L1+L2 Bundle
• NOT Covered: L3 (separate terms), Essentials (separate guarantee), AQSS, corporate/group
• Threshold: Rate training below 7/10
• L1 Eligibility: Attend all 3 live sessions + complete coursework + rate below 7/10 + request within 14 days
• L2 Eligibility: Attend all 5 live sessions + complete homework (no case study) + rate below 7/10 + request within 14 days
• Live Attendance: Mandatory. Recordings do not qualify.
• Request Window: 14 calendar days from course completion
• Bundle (unhappy after L1): Full bundle refund, both levels revoked
• Bundle (happy L1, unhappy L2): Refund = bundle price minus $2,100 (L1 RRP), L1 retained
• Statutory Cooling-Off: 14 days from purchase (separate, unconditional)
• Refund Method: Original payment method via Stripe
• Processing Time: 14 business days after verification, plus 5 to 10 days bank
• Post-Refund: Access and credentials revoked for refunded level(s)
• Redemption Limit: Once per individual, per programme level
• Feedback: Optional exit interview or survey after refund. Not a requirement.

Questions? Email partnersuccess@aqai.io

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