Refund Policy

Overview & Merchant of Record

All purchases of Sigma AI Consulting subscriptions and products are processed by Paddle.com, our authorised reseller and Merchant of Record. When you complete a purchase, your contract for payment is with Paddle, not directly with Sigma AI Consulting.

Paddle handles all payment processing, invoicing, tax collection, and billing support on our behalf. Refund requests are subject to Paddle's Invoiced Consumer Terms and Conditions, in addition to this policy.

• For purchases made within the United States: Paddle.com Inc, 3811 Ditmars Blvd, 1071, Astoria, NY 11105-1803, USA.
• For all other purchases: Paddle.com Market Limited, Judd House, 18–29 Mora Street, London, EC1V 8BT, UK.

Free Trial

Every Sigma plan begins with a 14-day free trial providing full access to your selected plan's features from day one. No credit card is required to start your trial.

Features available during the free trial include:

• Up to 2 full AI Readiness Assessments
• Executive dashboard, radar chart, heatmap, and priority action roadmap
• Report preview with trial watermark (clean exports unlock on paid plans)

At the end of the 14-day period your account enters a read-only state and you will not be charged automatically. No refund is necessary if you allow your trial to expire without subscribing.

30-Day Money-Back Guarantee

Sigma offers a 30-day money-back guarantee on all paid subscription plans. If you are not satisfied with the platform within 30 days of your order completion date, you may request a full refund of the amount paid.

To be eligible under this guarantee:

• Your refund request must be submitted within 30 days of the order completion date.
• Before downloading any Digital Content or report exports, you will be asked to confirm that you are aware of and accept this 30-day refund window.
• Requests must be submitted via Paddle's buyer support portal at paddle.net.

After the 30-day window, refunds are granted at Paddle's sole discretion on a case-by-case basis, as described in Section 5.

Digital Content & Consumer Rights

Your right as a consumer to cancel an order does not apply to the supply of Digital Content that you have started to download, stream, or otherwise acquire, or to Products from which you have already benefited.

The following are considered delivered and benefited from once accessed or generated:

• AI Readiness Assessment results, scores, and analytics
• Board Report PDFs, KPI Reports, and ISO 42001 Alignment documents that have been generated and downloaded
• White-label exports produced under the Agency plan
• Executive dashboard views, radar charts, and heatmap analytics

This does not affect your rights as a consumer in relation to Products that are not as described, faulty, or not fit for purpose. If you believe the platform has failed to deliver what was described, please contact us and we will work with Paddle to review your case.

Discretionary Refunds

Outside of the 30-day money-back guarantee window, refunds are provided at the sole discretion of Paddle and on a case-by-case basis, and may be refused. There is no automatic entitlement to a refund after the guarantee period has expired.

Paddle will refuse a refund request where there is evidence of:

• Fraud — any fraudulent activity associated with the account or transaction.
• Refund abuse — patterns of requesting refunds that suggest manipulative or bad-faith use of the platform (for example, downloading all report exports then requesting a refund).
• Other manipulative behaviour — any conduct that entitles Paddle to counterclaim the refund request.

If you have a legitimate reason for requesting a refund outside the standard window — such as a technical failure preventing platform access or a billing error — please contact us so we can raise the matter with Paddle for discretionary review.

Wire Transfer & Invoiced Payments

For Enterprise plan customers and others who pay by bank wire transfer or invoice via Paddle Invoicing, the following additional conditions apply:

• Wire transfer orders are not protected under the Consumer Credit Act (CCA) and are not automatically eligible for a refund.
• It is your responsibility to provide Paddle with the correct payment details, including your unique bank transfer reference number, Company VAT / sales tax code, and order information. Paddle may be unable to reconcile or refund transactions where incorrect information has been provided.
• Your agreement with Paddle is concluded upon successful transmission of the Product and payment of the invoice in full.
• Paddle reserves the right not to fulfil and to cancel orders if payment is not received.

Sales Tax Refunds

If you have been charged sales tax (including VAT, GST, Consumption Tax, or other applicable levies) on your Sigma purchase, you may be entitled to a sales tax refund under the following conditions:

• You are registered for sales tax in the country of purchase.
• A refund of sales tax is permitted by the laws applicable in your jurisdiction.
• You must contact Paddle within 60 days of completing your purchase to be eligible for a sales tax refund.
• For wire transfer transactions, the transaction amount including sales tax must be above $100 / £100 / €100 to be considered for a sales tax refund, at Paddle's discretion.

To request a sales tax refund, visit paddle.net and submit a tax exemption request, including details of your purchase and your tax exemption certificate where applicable.

How to Request a Refund

Because Paddle is our Merchant of Record, all refund requests must be submitted directly to Paddle. Sigma cannot issue refunds directly.

If you have difficulty reaching Paddle or need assistance escalating a billing issue, contact us at billing@sigma-ai-consulting.com.

Processing Timeline

Once a refund is approved by Paddle, the following timelines apply depending on your original payment method:

• Credit and debit cards — typically 3–5 working days to appear on your statement. Note: card refunds can only be processed on transactions less than 120 days old.
• PayPal — typically within 48 hours of Paddle processing the refund. PayPal refunds can only be processed on transactions less than 179 days old.
• Bank wire transfer / invoice — timelines vary; Paddle will communicate directly regarding wire transfer refund arrangements.

Paddle retains the original payment processing fee on all refunded orders. Sigma has no control over Paddle's processing timeline once a refund has been approved.

Cancellations

You may cancel your Sigma subscription at any time by visiting paddle.net or by contacting us at billing@sigma-ai-consulting.com. Cancellation takes effect at the end of your current billing period; your access continues until then.

Cancellation alone does not constitute a refund request. If you are within the 30-day guarantee window and wish to cancel and receive a refund, please submit a refund request via Paddle at paddle.net as described in Section 8.

Consistent with Section 5 of our Terms of Service, no partial refunds are issued for unused time within a billing period unless required by applicable law or approved through Paddle's refund process.

Disputes & Chargebacks

You agree to contact Paddle directly at paddle.net prior to raising a chargeback or any dispute with your bank or card issuer in relation to any transaction. Most payment issues can be resolved quickly through Paddle's buyer support without the need to escalate to a chargeback.

If you make a payment through Paddle and later dispute a legitimate charge by raising a chargeback without merit or legitimate reason — whether fraudulently or otherwise — Paddle reserves the right to prohibit you from using their services by providing compelling evidence to refute your invalid chargeback request.

Chargebacks on card payments can be raised up to 120 days after the transaction date. Paddle recognises that chargebacks can occur for a variety of genuine reasons, including:

• Not recognising the charge on your statement
• Non-receipt of the product
• A fraudulent transaction
• Product not being as described or satisfactory

If you do not recognise a Paddle charge on your statement, visit paddle.com/about/why-has-paddle-charged-me or contact us at billing@sigma-ai-consulting.com before raising a dispute.

Contact

For all billing, refund, and payment queries, please contact Paddle directly as they are the Merchant of Record for all Sigma transactions:

Paddle Buyer Support
Portal: paddle.net
Paddle.com Market Limited, Judd House, 18–29 Mora Street, London, EC1V 8BT, UK

For product, account, or general enquiries about the Sigma platform, please contact our team. We aim to respond to all enquiries within 5 business days.

Sigma AI Consulting
Email: billing@sigma-ai-consulting.com
Website: sigma-ai-consulting.com