Certification Money-Back Guarantees

AQ® Level 1 Certification | AQ® Level 2 Certification | AQ® Certification Bundle (L1 + L2) | AQ® Level 3 Master Certification

Effective Date: August 2026

This page holds every AQai certification money-back guarantee in one place. Each certification has its own eligibility conditions, set out in sections 3 to 6. The terms that apply to all of them are set out in sections 7 to 16.

On This Page

• AQ® Level 1 Certification
• AQ® Level 2 Certification
• AQ® Certification Bundle (L1 + L2)
• AQ® Level 3 Master Certification
• Terms that apply to all certifications
• Quick reference

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 5 for how the bundle guarantee works across both levels.
• AQ® Level 3 Master Certification — individual enrolments purchased directly from AQai.

This Guarantee does not apply to:

• AQ Essentials — covered by a separate guarantee at essentials.aqai.io/MoneyBackGuarantee.
• 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.

The rating threshold is the same at every level: below 7 out of 10. What differs by level is how much live attendance and coursework is required, and how long you have to ask. Those details are in the section for your certification below.

3. AQ® Level 1 Certification

Three conditions, plus a deadline. 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.

If all conditions are met, the full Level 1 price is refunded. That's it. No other hoops.

4. AQ® Level 2 Certification

Three conditions, plus a deadline. All must be met:

• Attend all 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.

If all conditions are met, the full Level 2 price is refunded.

5. AQ® Certification Bundle (L1 + L2)

If you purchased the AQ® Certification Bundle (L1 + L2), the guarantee works across both levels as follows.

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.

6. AQ® Level 3 Master Certification

Three conditions, plus a deadline. All must be met:

• Attend all 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 learning modules, workbooks, and required exercises must be complete.
• Rate the training below 7/10. Your rating on the official post-programme feedback survey must be below 7 out of 10.
• Request within 7 days of completion. Your feedback survey and refund request must be received at partnersuccess@aqai.io within 7 calendar days of programme completion, which is the date of your last live session.

We work with you first. Where you rate the programme below 7/10, we will work with you to put your experience right. If we cannot get there, your tuition is refunded in full.

What is refunded. Tuition fees only. Travel, accommodation, and other personal costs are not covered.

Which enrolment is covered. The Guarantee applies to your first Level 3 enrolment only. It does not apply to re-enrolments or transfers.

7. 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.

8. Refund Process

The same process applies to every certification level.

• Submit your request. Email partnersuccess@aqai.io with the subject line "Certification Guarantee Refund Request". Include your name, the certification level, 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 amount due under the section for your certification 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.

9. 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.

10. Payment Disputes

We ask that you use the process in Section 8 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. Severability

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

16. 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

AQ® Level 1 Certification

• Threshold: rate the training below 7/10
• Completion: all 3 live sessions attended in full, plus all modules, exercises and workbook
• Request window: 14 calendar days from course completion
• Refund: full Level 1 price
• Post-refund: access and credentials revoked

AQ® Level 2 Certification

• Threshold: rate the training below 7/10
• Completion: all 5 live sessions attended in full, plus all homework and modules. Case study not required
• Request window: 14 calendar days from last live session or homework submission, whichever is later
• Refund: full Level 2 price
• Post-refund: access and credentials revoked

AQ® Certification Bundle (L1 + L2)

• Threshold: rate the training below 7/10
• Unhappy after L1: full bundle refund, both levels revoked. L2 does not need to be completed
• Happy with L1, unhappy with L2: refund of bundle price minus $2,100 USD (L1 RRP). L1 retained, L2 revoked
• Request window: 14 calendar days from completion of the relevant level

AQ® Level 3 Master Certification

• Threshold: rate the training below 7/10
• Completion: all 5 live sessions attended in full, plus all modules, workbooks and exercises
• Request window: 7 calendar days from programme completion (last live session)
• Resolution first: we work with you to put it right, and refund if we cannot
• Refund: tuition fees only. Travel, accommodation and personal costs excluded
• Applies to your first Level 3 enrolment only, not re-enrolments or transfers

Applies to all certifications

• Live attendance: mandatory. Recordings do not qualify
• Statutory cooling-off: 14 days from purchase, separate and unconditional
• Refund method: original payment method via Stripe
• Processing time: 14 business days after verification, plus 5 to 10 days bank
• Redemption limit: once per individual, per programme level
• Feedback: optional exit interview or survey after refund. Not a requirement
• Refund requests: partnersuccess@aqai.io

Looking for AQ Essentials?

AQ Essentials is not a certification and is covered by its own guarantee: complete 100% of the course, request within 30 days of purchase, full refund, no questions asked. Read it at essentials.aqai.io/MoneyBackGuarantee.

Questions? Email partnersuccess@aqai.io

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