Expanding Insights

Refund Policy

Effective date: 31 March 2026 · Last updated: 31 March 2026

1. Overview

This Refund Policy applies to all products and services provided by KJ Hoare, trading as Expanding Insights ("we", "us", or "our"). It forms part of our Terms of Service and should be read alongside them.

All standard product and subscription purchases on our website are processed by Paddle.com as our merchant of record. For these purchases, Paddle's Buyer Terms and Refund Policy also apply. Where there is any conflict between this policy and Paddle's policies, the terms more favourable to you as the buyer will apply.

Bespoke consulting, development, and implementation projects agreed via a separate proposal or statement of work are not processed through Paddle and are subject to the terms in Section 6 below.

2. 14-Day Refund Period

For all standard product and subscription purchases made through our website, we offer a 14-day unconditional refund period from the date of purchase. If you are not satisfied for any reason, you may request a full refund within 14 days of your purchase — no conditions and no questions asked.

This 14-day period exceeds the minimum cooling-off requirements under the South African Consumer Protection Act 68 of 2008 ("CPA") and is consistent with the refund standards required by Paddle as our payment processor.

3. EU/EEA and UK Statutory Withdrawal Rights

If you are a consumer residing in the European Union, European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a purchase within 14 days of the transaction date and receive a full refund, in accordance with applicable consumer protection law.

For digital content and services that begin immediately upon purchase, this statutory withdrawal right may be waived if you expressly consented during checkout to the product being made available before the 14-day withdrawal period expired. Paddle's checkout process handles this consent on our behalf where applicable.

Nothing in this policy limits or excludes any rights you have under mandatory consumer protection law in your country of residence.

4. Product-Specific Refund Terms

Individual products or services may offer refund terms that are more generous than this general policy. Any such terms will be clearly stated in one or more of the following:

  • The product listing or pricing page on our website.
  • The purchase confirmation email.
  • The applicable service agreement.

Product-specific terms may extend the refund period or offer additional guarantees beyond the standard 14-day window described above. They will never reduce the 14-day minimum.

5. Subscription Services

For services billed on a recurring subscription basis:

  • The 14-day unconditional refund period applies to the first payment of a new subscription.
  • You may cancel your subscription at any time through the Paddle buyer portal (linked in your subscription confirmation email), through our Portal, or by contacting us at info@insightsxp.com.
  • Cancellation takes effect at the end of the current billing period. You will retain access to the service until the period expires, and you will not be charged again after that.
  • Outside of the 14-day refund period, no pro-rata refunds are issued for the remaining days in a billing period after cancellation, unless required by applicable law.

6. Custom Engagements and Project Work

This section applies to bespoke consulting, development, and implementation projects agreed via a separate proposal or statement of work. These engagements are not processed through Paddle.

  • A 14-day cooling-off period applies from the date the proposal or statement of work is accepted, provided no substantial work has commenced.
  • Once substantial work has commenced, refunds will be calculated on the basis of work not yet performed. Any fees attributable to work already completed, time invested, or third-party costs incurred on your behalf are non-refundable.
  • If we are unable to deliver the agreed scope due to a failure on our part, we will work with you in good faith to either rectify the issue or provide a proportional refund for undelivered work.

"Substantial work" includes but is not limited to: audit sessions commenced, design documents produced, code written or deployed, data integrations configured, and dashboards or reports built.

7. When Refunds May Not Apply

Outside of the 14-day refund period and subject to your statutory rights, refunds will generally not be granted in the following circumstances:

  • The 14-day refund period has expired and no product-specific refund terms apply.
  • The service has been fully delivered and accepted (expressly or by conduct).
  • A delay or inability to deliver is caused by your failure to provide required information, access, approvals, or resources within agreed timelines.
  • You have breached the Terms of Service , leading to suspension or termination of your access.

This section does not override your statutory consumer rights or Paddle's own refund policy. If you believe you are entitled to a refund under applicable law or Paddle's terms, you may submit a request to Paddle directly or contact us.

8. How to Request a Refund

You can request a refund in any of the following ways:

  1. Via Paddle: Use the Paddle buyer portal linked in your purchase confirmation email to submit a refund request directly.
  2. Via email: Email info@insightsxp.com with the subject line "Refund Request". Include your full name, the product or service in question, the date of purchase, and your reason for requesting a refund.

We will acknowledge your request within 2 business days and aim to resolve it within 14 business days. If we require additional information, we will contact you promptly.

9. Refund Method

Approved refunds will be processed via Paddle using the original payment method. Depending on your bank or payment provider, it may take 5 to 10 business days for the refund to appear in your account after processing.

10. Disputes

If you are dissatisfied with our response to a refund request, you may escalate the matter through the dispute resolution process described in our Terms of Service (Section 16). You may also contact Paddle directly at help@paddle.com for purchases made through their checkout. Nothing in this policy limits your rights under the Consumer Protection Act or any other applicable legislation.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date. Refund requests are assessed under the policy in effect at the time of your original purchase unless a newer version is more favourable to you.

12. Contact

For questions about this Refund Policy, please contact us at: