Refund and Cancellation Policy

Last updated: 1 January 2026

1. Introduction

This Refund & Cancellation Policy governs requests for cancellation and refunds for services purchased from AYE: Ace Your Edge (“AYE”).

Refund eligibility depends on the type of service purchased, the stage of delivery, any third-party costs or commitments incurred and the circumstances of the request.

This policy must be read alongside the Terms & Conditions and the Booking, Rescheduling & Service Delivery Policy.

Nothing in this policy excludes or restricts any right or remedy available to a customer under applicable law.

2. Submitting a cancellation or refund request

Customers must submit cancellation or refund requests to hello@thisisaye.com.

The request should include:

Customer name and registered email address.
Programme or service purchased.
Order or transaction reference, where available.
Reason for the request.
Relevant supporting information, where applicable.

AYE may request additional information reasonably necessary to assess the request.

Submitting a request does not, by itself, constitute approval of a cancellation or refund.

3. Psychometric assessment programmes

3.1 Before assessment access is issued

Where the customer requests cancellation before assessment access has been issued or activated, AYE will review the request based on the stage of service delivery, any third-party costs actually incurred, the terms disclosed before purchase and applicable law.

A refund may be considered where appropriate. Approval is not automatic solely because the assessment has not been attempted.

3.2 After assessment access is issued or activated

Where an assessment link has been issued, access has been activated or a third-party assessment service has been arranged, the request will be assessed according to the actual stage of delivery and any applicable third-party restrictions or costs.

Customers should contact AYE promptly if the assessment link is incorrect, inaccessible or otherwise unusable.

3.3 After assessment has been started or attempted

Once the candidate has started or attempted the assessment, the service will ordinarily be treated as having entered a substantive delivery stage. Routine cancellation or change-of-mind refunds will not ordinarily be available.

This does not prevent an appropriate remedy where required by law or where a material service failure warrants one.

3.4 After report delivery

Once the assessment has been completed and the promised report has been delivered, the service will ordinarily be considered fulfilled to that extent.

A refund will not normally be available solely because the customer changes their mind, dislikes the assessment result or expected a different career recommendation.

This does not restrict remedies relating to non-delivery, material defects, incorrect fulfilment or other matters covered by applicable law.

4. Career guidance and consultation programmes

For programmes that include consultations, assessment interpretation or personalised career guidance, refund requests will be considered according to the stages of service completed.

Before substantive service delivery: A request may be considered based on the circumstances and any costs already incurred.
After preparatory work has begun: The work completed, resources committed and remaining undelivered portion will be considered.
After a consultation has been conducted: A routine refund will not ordinarily be available solely because the customer changes their mind or disagrees with the guidance.
Where a material part of the paid service has not been delivered: AYE will assess the circumstances and determine an appropriate remedy in accordance with the purchase terms and applicable law.

Where AYE cannot provide a material part of the purchased service and a reasonable alternative cannot be agreed, an appropriate remedy may include replacement delivery, rescheduling, a partial refund or a full refund, depending on the circumstances.

5. Document editing services

5.1 Before work begins

Where a customer requests cancellation before substantive work has commenced, AYE may consider a refund, subject to any disclosed non-recoverable charges or commitments and applicable law.

5.2 After work has commenced

Once substantive editing, proofreading or refinement has begun, any refund request will be assessed in light of the work completed, the service stage and the remaining undelivered portion.

Where appropriate, any refund may be limited to the portion of the service not delivered, subject to the agreed terms and applicable law.

5.3 After delivery

Once the agreed document or deliverable has been supplied, a routine refund will not ordinarily be available solely because the customer changes their mind, does not use the document, prefers a different writing style or does not achieve the desired application outcome.

Where the delivered work materially differs from the agreed scope, the customer should contact AYE so that the concern can be reviewed and an appropriate remedy considered.

5.4 Revisions and additional work

Where revisions are included in the purchased service, customers must request them within the stated period and in accordance with the agreed revision scope.

Requests involving a new brief, additional documents, substantial changes to the original instructions or work beyond the included revision allowance may require an additional payment.

6. Incorrect service or assessment selection

Customers are responsible for reviewing the selected service and assessment before payment.

If an incorrect selection is identified, customers should contact AYE immediately and before the assessment is attempted or substantive work begins. AYE will consider whether a correction, transfer or other solution is possible, subject to availability, third-party restrictions, price differences and applicable law.

Where AYE supplies a materially different service from the one correctly purchased, the issue will be investigated and an appropriate remedy considered.

7. Duplicate payments and failed transactions

Verified duplicate payments for the same purchase will be refunded.

Where an amount has been deducted but the order has not been confirmed, AYE will check the transaction status. If the payment was received but the service cannot be provided, AYE will arrange an appropriate resolution in accordance with applicable law.

Customers should provide the relevant transaction reference when contacting AYE. Bank and payment-provider processing times may affect when a refund appears in the customer's account.

8. Technical issues and service interruptions

Customers should contact AYE promptly if a technical issue prevents access to a purchased assessment, report or consultation.

Where the issue is attributable to AYE or a service provider engaged by AYE, reasonable efforts will be made to restore access, arrange replacement access, reschedule the affected session or provide another appropriate remedy.

Customers are encouraged to use a suitable device, stable internet connection and appropriate environment when completing an assessment. Technical difficulties will be assessed in context, and remedies required by applicable law will remain available.

9. Change of mind and dissatisfaction

AYE's services are intended to support educational and career-related decisions and do not guarantee a particular result.

A change of mind, dissatisfaction with an assessment result or failure to achieve a desired admission, visa, employment or other outcome will not ordinarily establish entitlement to a refund where the service has been delivered in accordance with the agreed scope.

This clause does not limit any rights or remedies available for a deficient service, material misrepresentation, non-delivery or another matter covered by applicable law.

10. Refund processing

Approved refunds will ordinarily be made through the original payment method where feasible. If that method is unavailable, AYE will communicate an appropriate alternative.

Refunds will be initiated within a reasonable period and within any timeline required by applicable law. The time taken by a bank or payment provider to credit the amount may vary.

For cancellation, refund or payment-related concerns, email hello@thisisaye.com with the subject line “Refund Request – AYE” or “Grievance – AYE”. Include the order reference and details of the issue.

Requests will be reviewed and addressed within the timelines required by applicable law.

Refund and Cancellation Policy

Last updated: 1 January 2026

1. Introduction

This Refund & Cancellation Policy governs requests for cancellation and refunds for services purchased from AYE: Ace Your Edge (“AYE”).

Refund eligibility depends on the type of service purchased, the stage of delivery, any third-party costs or commitments incurred and the circumstances of the request. This policy must be read alongside the Terms & Conditions and the Booking, Rescheduling & Service Delivery Policy.

Nothing in this policy excludes or restricts any right or remedy available to a customer under applicable law.

2. Submitting a cancellation or refund request

Customers must submit cancellation or refund requests to hello@thisisaye.com.

The request should include:

Customer name and registered email address.

Programme or service purchased.

Order or transaction reference, where available.

Reason for the request.

Relevant supporting information, where applicable.

AYE may request additional information reasonably necessary to assess the request.

Submitting a request does not, by itself, constitute approval of a cancellation or refund.

3. Psychometric assessment programmes

3.1 Before assessment access is issued

Where the customer requests cancellation before assessment access has been issued or activated, AYE will review the request based on the stage of service delivery, any third-party costs actually incurred, the terms disclosed before purchase and applicable law.

A refund may be considered where appropriate. Approval is not automatic solely because the assessment has not been attempted.

3.2 After assessment access is issued or activated

Where an assessment link has been issued, access has been activated or a third-party assessment service has been arranged, the request will be assessed according to the actual stage of delivery and any applicable third-party restrictions or costs.

Customers should contact AYE promptly if the assessment link is incorrect, inaccessible or otherwise unusable.

3.3 After assessment has been started or attempted

Once the candidate has started or attempted the assessment, the service will ordinarily be treated as having entered a substantive delivery stage. Routine cancellation or change-of-mind refunds will not ordinarily be available.

This does not prevent an appropriate remedy where required by law or where a material service failure warrants one.

3.4 After report delivery

Once the assessment has been completed and the promised report has been delivered, the service will ordinarily be considered fulfilled to that extent.

4. Career guidance and consultation programmes

For programmes that include consultations, assessment interpretation or personalised career guidance, refund requests will be considered according to the stages of service completed.

Before substantive service delivery: A request may be considered based on the circumstances and any costs already incurred.

After preparatory work has begun: The work completed, resources committed and remaining undelivered portion will be considered.

After a consultation has been conducted: A routine refund will not ordinarily be available solely because the customer changes their mind or disagrees with the guidance.

Where a material part of the paid service has not been delivered: AYE will assess the circumstances and determine an appropriate remedy in accordance with the purchase terms and applicable law.

Where AYE cannot provide a material part of the purchased service and a reasonable alternative cannot be agreed, an appropriate remedy may include replacement delivery, rescheduling, a partial refund or a full refund, depending on the circumstances.

5. Document editing services

5.1 Before work begins

Where a customer requests cancellation before substantive work has commenced, AYE may consider a refund, subject to any disclosed non-recoverable charges or commitments and applicable law.

5.2 After work has commenced

Once substantive editing, proofreading or refinement has begun, any refund request will be assessed in light of the work completed, the service stage and the remaining undelivered portion.

Where appropriate, any refund may be limited to the portion of the service not delivered, subject to the agreed terms and applicable law.

5.3 After delivery

Once the agreed document or deliverable has been supplied, a routine refund will not ordinarily be available solely because the customer changes their mind, does not use the document, prefers a different writing style or does not achieve the desired application outcome.

Where the delivered work materially differs from the agreed scope, the customer should contact AYE so that the concern can be reviewed and an appropriate remedy considered.

5.4 Revisions and additional work

Where revisions are included in the purchased service, customers must request them within the stated period and in accordance with the agreed revision scope.

Requests involving a new brief, additional documents, substantial changes to the original instructions or work beyond the included revision allowance may require an additional payment.

6. Incorrect service or assessment selection

Customers are responsible for reviewing the selected service and assessment before payment.

Where AYE supplies a materially different service from the one correctly purchased, the issue will be investigated and an appropriate remedy considered.

7. Duplicate payments and failed transactions

Verified duplicate payments for the same purchase will be refunded.

Where an amount has been deducted but the order has not been confirmed, AYE will check the transaction status. If the payment was received but the service cannot be provided, AYE will arrange an appropriate resolution in accordance with applicable law.

Customers should provide the relevant transaction reference when contacting AYE. Bank and payment-provider processing times may affect when a refund appears in the customer's account.

8. Technical issues and service interruptions

Customers should contact AYE promptly if a technical issue prevents access to a purchased assessment, report or consultation.

Where the issue is attributable to AYE or a service provider engaged by AYE, reasonable efforts will be made to restore access, arrange replacement access, reschedule the affected session or provide another appropriate remedy.

Customers are encouraged to use a suitable device, stable internet connection and appropriate environment when completing an assessment. Technical difficulties will be assessed in context, and remedies required by applicable law will remain available.

9. Change of mind and dissatisfaction

AYE's services are intended to support educational and career-related decisions and do not guarantee a particular result.

A change of mind, dissatisfaction with an assessment result or failure to achieve a desired admission, visa, employment or other outcome will not ordinarily establish entitlement to a refund where the service has been delivered in accordance with the agreed scope.

This clause does not limit any rights or remedies available for a deficient service, material misrepresentation, non-delivery or another matter covered by applicable law.

10. Refund processing

Approved refunds will ordinarily be made through the original payment method where feasible. If that method is unavailable, AYE will communicate an appropriate alternative.

Refunds will be initiated within a reasonable period and within any timeline required by applicable law. The time taken by a bank or payment provider to credit the amount may vary.

For cancellation, refund or payment-related concerns, email hello@thisisaye.com with the subject line “Refund Request – AYE” or “Grievance – AYE”. Include the order reference and details of the issue.

Requests will be reviewed and addressed within the timelines required by applicable law.

Refund eligibility depends on the type of service purchased, the stage of delivery, any third-party costs or commitments incurred and the circumstances of the request.

This policy must be read alongside the Terms & Conditions and the Booking, Rescheduling & Service Delivery Policy.