Accuracy Guarantee and Refund Policy

1. Our Accuracy Guarantee

We stand behind the accuracy of our Assessment engines. If our engine makes a factual error in applying a published UK immigration rule to the information you provided, we will make it right.

This is our Accuracy Guarantee: a commitment that our automated Assessment logic correctly applies the relevant immigration rules to your specific inputs. If it does not, you are entitled to a full refund of the Assessment fee, subject to the conditions set out below.

2. What Is Covered

The Accuracy Guarantee covers factual errors in the Assessment engine. Specifically, it applies where:

• the engine incorrectly applies a published UK immigration rule, threshold, or requirement to the information you provided;
• the engine produces a verdict (such as "requirement met" or "requirement not met") that is demonstrably incorrect based on the inputs you supplied and the rules in force at the time of the Assessment; or
• the engine fails to account for a rule or exemption that should have been applied based on your answers.

In all cases, the error must be attributable to the Assessment engine itself, not to the information provided by the user.

3. What Is Not Covered

The Accuracy Guarantee does not cover:

• User input errors. If the information you provided was inaccurate, incomplete, or misleading, and the engine applied the rules correctly to that information, no claim arises.
• Post-Assessment rule changes. If immigration rules, thresholds, or guidance change after the date of your Assessment, your results may no longer reflect current requirements. This is not an engine error.
• Discretionary decisions. Some immigration decisions involve discretion by caseworkers at UKVI or the Home Office. Our Assessments evaluate published rules and thresholds, not discretionary factors.
• Immigration outcomes. We do not guarantee the outcome of any visa application, sponsor licence application, or other immigration process. Our Assessment is an informational tool, not a prediction.
• Matters of professional judgement. Where immigration rules involve subjective interpretation or areas of legal uncertainty, reasonable professionals may reach different conclusions. Our Assessment reflects one reasonable interpretation and is not a definitive legal opinion.
• Service availability or delivery issues. Technical interruptions, email delivery failures, or temporary unavailability of the Service are not covered by this guarantee.

4. How to Make a Claim

If you believe your Assessment contains a factual engine error covered by the Accuracy Guarantee, please follow these steps:

Step 1. Email us at support@assessnow.co.uk with the subject line "Accuracy Guarantee Claim".

Step 2. Include the following in your email: your Assessment ID (found in your Assessment Report and email confirmation), a description of the error you have identified, and any supporting information (such as a reference to the specific immigration rule you believe was applied incorrectly).

Step 3. We will acknowledge your claim within 48 hours and begin an investigation.

Step 4. We will review the Assessment logic against the published rules in force at the time of your Assessment. If we confirm a factual engine error, we will issue a full refund of the Assessment fee within 14 days.

Step 5. If we determine that the engine applied the rules correctly, we will provide you with a clear explanation of our findings.

Refunds are issued to the original payment method. Processing times depend on your bank or card provider.

5. Individual Assessment Refunds

Outside of the Accuracy Guarantee, individual Assessment fees are generally non-refundable once the Assessment has been completed and results delivered. This is because the Assessment Report is digital content that is delivered in full upon completion.

If you have not yet completed your Assessment or received results, and you wish to request a refund, please contact us at support@assessnow.co.uk and we will review your request.

6. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel a distance contract (a purchase made online) without giving a reason.

However, when you purchase an Assessment, you are purchasing digital content. Before proceeding to the Assessment, you are asked to acknowledge and agree that: (a) the digital content will begin to be supplied immediately upon completion of payment; and (b) by giving this acknowledgement, you understand that you will lose your statutory right to cancel the contract once the digital content has been fully supplied.

If you do not begin the Assessment and do not receive any results, the 14-day cancellation period applies and you may request a full refund by contacting us at support@assessnow.co.uk.

7. Digital Content Acknowledgement

The Assessment Report you receive is digital content within the meaning of the Consumer Rights Act 2015. Under this Act, digital content must be of satisfactory quality, fit for a particular purpose, and as described.

If you believe the digital content does not meet these standards (for example, if the Report is corrupted, incomplete, or fails to display), please contact us and we will provide a replacement or, if that is not possible, a price reduction or refund as appropriate.

Our obligations under the Consumer Rights Act 2015 are in addition to, and do not replace, your rights under the Accuracy Guarantee.

8. Firm Subscription Cancellation and Refunds

Cancellation. Firms may cancel their subscription at any time through the Stripe Customer Portal, accessible from the firm dashboard. Cancellation takes effect at the end of the current billing period. You will retain full access to the Service until that date.

No pro-rated refunds. Subscription fees are charged in advance on a monthly basis. If you cancel partway through a billing period, no pro-rated refund will be issued for the remaining days.

Unused credits. Unused Lead credits are not refundable upon cancellation. Credits do not carry monetary value and cannot be exchanged for cash.

Downgrades. If you downgrade to a lower subscription tier, the change takes effect at the start of your next billing period. No refund is issued for the difference between tiers during the current period.

Price changes. If we change subscription prices, we will give you advance notice before your next renewal. If you do not wish to continue at the new price, you may cancel before the renewal date.

9. Lead Purchase Refunds

Lead purchases are non-refundable. Once a Lead has been purchased and contact details have been revealed, the transaction is final.

In exceptional circumstances, we may at our sole discretion issue a credit (not a cash refund) to the Firm's account. Exceptional circumstances may include: demonstrably false or fabricated contact information provided by the individual, or Lead data that is materially incomplete through no fault of the Firm.

Discretionary credits are limited to a maximum of three per Firm per calendar month. Firms with a credit request rate exceeding 20% of purchases may be subject to account review.

Credits cannot be redeemed for cash and expire at the end of the subscription term.

10. Complaints Procedure

If you are dissatisfied with our Service or the outcome of a refund request, we want to hear from you.

Step 1: Contact us. Email us at support@assessnow.co.uk with a clear description of your complaint and any relevant details (such as your Assessment ID or account information).

Step 2: Investigation. We will acknowledge your complaint within 48 hours and aim to provide a full response within 14 days.

Step 3: Resolution. If we agree your complaint is justified, we will take appropriate action, which may include issuing a refund, providing a corrected Assessment, or offering another suitable remedy.

Step 4: If you remain dissatisfied. If you are not satisfied with our response, you may pursue the matter through an appropriate alternative dispute resolution provider, or you may bring a claim in the courts of England and Wales (or, if you are a consumer, in the courts of the country in which you reside).

11. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation. Where any provision of this policy conflicts with your statutory rights, your statutory rights prevail.

12. Contact Us

For all refund requests, Accuracy Guarantee claims, and complaints, please contact us:

Email: support@assessnow.co.uk

Please include your Assessment ID or account details to help us handle your request efficiently.