Expanding Insights

Refund Policy

Effective date: 28 March 2026 · Last updated: 28 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.

Because each product and service we offer is unique in scope, delivery method, and timeline, each may include its own specific refund terms communicated at the time of purchase or in the applicable service agreement. Product-specific refund terms take precedence over this general policy.

2. General Cooling-Off Period

In line with the South African Consumer Protection Act 68 of 2008 ("CPA") and in the spirit of fair dealing, we offer a 7-day cooling-off period from the date of purchase for new orders. During this period, you may request a full refund provided that:

  • No substantial work has been commenced or delivered by us in relation to your order.
  • You have not accessed, downloaded, or materially used any deliverables, data exports, or software produced under the engagement.
  • The request is submitted in writing to info@insightsxp.com within the 7-day window.

"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.

3. Product-Specific Refund Terms

Each product or service engagement may define its own refund terms that supersede the general cooling-off period. These terms will be clearly stated in one or more of the following:

  • The product listing or pricing page on our Website.
  • The proposal or quote issued to you.
  • The service agreement or statement of work signed by both parties.
  • The purchase confirmation email.

We encourage you to review the applicable refund terms carefully before making a purchase. If no product-specific terms are provided, this general policy applies in full.

4. Subscription Services

For services billed on a recurring subscription basis:

  • You may cancel your subscription at any time through the 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.
  • No pro-rata refunds are issued for the remaining days in a billing period after cancellation, unless required by applicable law.
  • The 7-day cooling-off period applies only to the first billing period of a new subscription.

5. Custom Engagements and Project Work

For bespoke consulting, development, and implementation projects:

  • The 7-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.

6. When Refunds Do Not Apply

Refunds will generally not be granted in the following circumstances:

  • The 7-day cooling-off 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.
  • The request relates to a third-party product, licence, or service purchased through us but governed by that third party's own refund policy.

7. How to Request a Refund

To request a refund:

  1. Email info@insightsxp.comwith the subject line "Refund Request".
  2. Include your full name, the service or product in question, the date of purchase, and the reason for the refund request.
  3. Attach a copy of your purchase confirmation, invoice, or order reference if available.

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.

8. Refund Method

Approved refunds will be processed using the original payment method via Paddle, our payment processor. 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.

9. 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). Nothing in this policy limits your rights under the Consumer Protection Act or any other applicable legislation.

10. 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.

11. Contact

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