The service is designed around a clear sequence: complete the assessment first, then pay only once the report has been generated and is ready to unlock.
1. Payment timing
You are not charged before completing the assessment. Payment is requested only when the individual or organization report has been generated and is ready to unlock. This reduces the risk of paying for an assessment that has not yet produced a report.
2. Paddle payment processing
Payments are processed securely through Paddle. Paddle may act as merchant of record or authorized reseller for purchases made through Paddle checkout. Paddle manages checkout, supported payment methods, taxes, currency handling, invoicing, fraud checks, and payment operations. Refunds for Paddle transactions may also be processed through Paddle's systems and subject to Paddle's buyer terms, refund processes, and applicable country-specific consumer rights.
3. General refund principle
Because the core product is a generated digital report based on your submitted assessment responses, refunds are reviewed based on the status of report access, delivery, use, and any mandatory consumer rights that apply. We aim to handle refund requests fairly, clearly, and promptly.
4. When refunds are generally available
Refunds may be available where:
- You were charged in error or charged more than once for the same report.
- Payment succeeded but report access was not unlocked and we cannot resolve the access issue within a reasonable time.
- The wrong report option was purchased and the report has not yet been accessed, downloaded, or used.
- A legal consumer withdrawal, cancellation, or refund right applies in your country and has not been validly waived or expired.
- We are unable to provide the purchased report or included discussion session and no reasonable alternative is available.
5. When refunds are generally not available
Refunds are generally not available where:
- The report has been unlocked, accessed, downloaded, exported, or otherwise delivered, except where applicable law requires a refund.
- You disagree with the readiness score, interpretation, or recommendations, but the report was generated from the submitted responses and delivered as described.
- The organization did not invite enough participants, or participants did not complete the assessment, after the service clearly stated the minimum participant requirement.
- You provided inaccurate, incomplete, or misleading assessment information and the report was generated from that information.
- You failed to attend or schedule the included discussion session after reasonable scheduling opportunities were offered.
- You breached the Terms of Service, attempted to bypass payment or access controls, or misused the service.
6. Digital content and immediate access
When you pay to unlock a generated report, access to digital content may be provided immediately. Depending on your location, consumer withdrawal rights for digital content may be limited once access begins, particularly where you consent to immediate access at checkout. This does not affect non-waivable legal rights that apply to you.
7. Organization purchases
Organization pricing requires a minimum of 5 completed participants unless a separate written arrangement states otherwise. The organization report is generated once the required participant responses are complete. Refund requests for organization purchases are reviewed based on participant completion status, report generation status, report access, administrative setup, and any applicable legal rights.
8. Included remote discussion session
Both individual and organization report options include a remote discussion session after report generation. The session is part of the report package. If the report has been delivered but a session must be rescheduled, we will normally offer a reasonable rescheduling option rather than a refund. If we cannot provide the included session and no reasonable alternative is available, a partial refund or other remedy may be considered.
9. How to request a refund
To request a refund, contact support@signitiveit.co.za with:
- Your full name and email address used for the purchase.
- The organization name, if applicable.
- The Paddle transaction, invoice, or receipt reference, if available.
- The report type purchased.
- A clear explanation of the issue and the remedy requested.
For payment-specific buyer support, Paddle may also provide support through its checkout, receipt, or buyer support channels.
10. Review timing
We aim to acknowledge refund requests within 5 business days. Complex cases, organization purchases, suspected misuse, payment disputes, or requests requiring Paddle review may take longer. Approved refunds are returned through the original payment method where possible and may be subject to payment network or Paddle processing timelines.
11. Chargebacks and disputes
If you have a problem with a purchase, please contact us first so we can investigate and resolve it. If you open a chargeback or payment dispute, Paddle and the payment network may manage that process, and we may be required to provide transaction, access, and delivery evidence.
12. Statutory rights
Nothing in this Refund Policy limits mandatory consumer rights, withdrawal rights, or other statutory rights that cannot be excluded under applicable law. If there is a conflict between this policy and mandatory law, mandatory law will apply.
13. Policy changes
We may update this Refund Policy as the product, Paddle checkout setup, legal requirements, or commercial model changes. The effective date above shows when this version took effect.