Expanding Insights

Legal

Refund Policy

Effective date: 11 April 2026 · Last updated: 27 April 2026

1. Scope

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

Expanding Insights is the merchant of record for all purchases made through our website. Card payments are processed on our behalf by our payment gateway, Stitch Money (Pty) Ltd ("Stitch"). Refunds are issued back through Stitch to your original payment method.

This policy is intended to be at least as favourable as the cooling-off rights given to consumers by the South African Consumer Protection Act 68 of 2008 (the "CPA"), the Electronic Communications and Transactions Act 25 of 2002, and, for consumers in the European Union, European Economic Area, and United Kingdom, the applicable consumer protection rules. Nothing in this policy limits any statutory right you have under those laws.

2. Your Statutory Rights

Nothing in this policy limits or excludes any statutory cooling-off or withdrawal right you have under the laws of your country of residence. This includes rights under the South African Consumer Protection Act 68 of 2008, and, for consumers in the EU, EEA, or United Kingdom, the Consumer Rights Directive and equivalent local regulations.

If you believe you are entitled to a refund under applicable consumer protection law, please contact us and we will assess your request in accordance with the relevant legislation.

3. Subscription Services

All subscriptions are billed monthly with no long-term contracts. For Services billed on a recurring subscription basis:

  • You may cancel your Subscription at any time through the Portal or by emailing info@insightsxp.com. Cancellation takes effect at the end of the current Billing Period.
  • You retain access to the Service until the end of the Billing Period in which you cancelled, and you will not be charged again after that.
  • No refund is issued for the unused portion of a Billing Period after cancellation.
  • You may upgrade or downgrade your plan at any time from the Portal. Plan changes take effect immediately with prorated billing.
  • If a recurring charge fails and we are unable to collect payment after Stitch's retry attempts, we may suspend or cancel your Subscription without further notice.

4. Product-Specific Guarantees

Some products offer performance guarantees. Any such guarantees will be clearly stated in one or more of:

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

For example, our 90-Day Lead Guarantee offers a performance-based arrangement described on its product page. Where a product-specific guarantee applies, its terms prevail over this general policy to the extent they are more favourable to you.

5. Custom Engagements and Project Work

This section applies to bespoke consulting, development, and implementation projects agreed via a separate proposal or statement of work, which are not purchased through our standard online checkout.

  • A 14-day cooling-off period applies from the date you accept the proposal or statement of work, provided no substantial work has started.
  • Once substantial work has started, refunds will be calculated on the basis of work not yet performed. 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 because of 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.

For the purposes of this section, "substantial work" includes audit sessions commenced, design documents produced, code written or deployed, data integrations configured, and dashboards or reports built.

6. When Refunds May Not Apply

Subject to your statutory rights, refunds may not be granted where:

  • No product-specific guarantee applies and no statutory cooling-off right is in effect.
  • The Service has been fully delivered and accepted, whether expressly or by conduct.
  • A delay or failure 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 to a degree that justifies suspension or termination of your access.

This section does not override any statutory consumer right.

7. How to Request a Refund

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

  1. Email us. Send a message to info@insightsxp.com with the subject line "Refund Request" and include your full name, the product or Service concerned, the approximate date of purchase, and (optionally) the reason for your request.
  2. Use the Portal. Sign in to your Portal Account and submit a refund request through the billing section.

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

8. How Refunds Are Paid

Approved refunds are processed through Stitch back to the original payment method used for the purchase. Depending on your card issuer or bank, it may take 5 to 10 business days for the refund to appear in your account after we process it. We cannot refund to a different payment method or to a third party.

9. Escalation and Disputes

If you are not satisfied with how we have handled a refund request, you may escalate the matter through the dispute resolution process in our Terms of Service (clause 20).

In addition, nothing in this policy limits your right to:

  • Lodge a complaint with the National Consumer Commission or the Consumer Goods and Services Ombud in South Africa.
  • Contact your card issuer about a disputed transaction.
  • Rely on any other right you may have under applicable consumer-protection law.

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 purchase, unless a newer version is more favourable to you.

11. Contact

For any questions about this Refund Policy: