Refund Policy

01Scope of This Policy

This Refund Policy applies to all paid subscriptions, one-time purchases, advisory engagements, and professional services offered by The Way Policy Group through twpolicygroup.com. It supplements our Terms of Service and forms part of your agreement with us. In the event of any conflict between this Policy and a specific engagement letter, the engagement letter prevails for that engagement only.

02Guiding Principles

Our refund decisions are guided by the following principles:

• Fairness: we treat every refund request on its individual merits.
• Transparency: we explain the reasoning behind every decision in writing.
• Promptness: we acknowledge requests within 2 business days and resolve them within 5.
• Good faith: the policy is designed to protect customers from genuine dissatisfaction, not to underwrite extraction of value without payment.
• Compliance: nothing in this Policy diminishes any statutory consumer protection rights you may have under the laws of your country of residence.

0314-Day Satisfaction Window

New subscribers are eligible for a full refund within 14 calendar days of the first payment on any new subscription plan, provided that all of the following conditions are met:

• You have not downloaded or accessed more than 10% of premium content during the satisfaction window. Premium content is measured by item count (reports, briefings, dashboard exports) or by data-volume download where applicable.
• The request is your first refund request within the past 12 months from any account associated with you or your organization.
• You submit the request in writing through one of the channels described in Section 09.
• Your account is in good standing and has not been suspended or terminated for breach of our Terms of Service.

The 14-day window is offered as a goodwill commitment that goes beyond any statutory cooling-off period you may already enjoy. Where local law grants a longer cooling-off period, that longer period prevails.

04Monthly Subscriptions

After the 14-day satisfaction window, monthly subscriptions are non-refundable for the current billing cycle. This reflects the fact that:

• Member access to dashboards and gated content is provided for the entirety of the cycle paid for, regardless of actual usage.
• Operational costs (hosting, licensing, content production) are incurred at the start of each cycle.
• Monthly plans are designed to allow flexible exit at any cycle boundary.

You may cancel a monthly Subscription at any time through your member dashboard. Cancellation takes effect at the end of the current paid period; you retain full access until that date and will not be charged again. To avoid the next monthly charge, please cancel at least 24 hours before the renewal date.

05Annual Subscriptions

Annual Subscriptions cancelled after the 14-day satisfaction window may be eligible for a pro-rated refund calculated as follows:

1. The annual rate paid (net of any taxes and third-party fees) is divided by 12 to determine an effective monthly rate.
2. The effective monthly rate is multiplied by the number of full months remaining in your Subscription from the cancellation date to the renewal date.
3. A 15% administrative fee is deducted from the resulting balance to cover transaction costs, accounting, and resource allocation already committed.
4. The net amount is refunded to your original payment method via Stripe.

Pro-rated refunds are issued at our reasonable discretion and are not available in the following cases:

• Your account has been suspended or terminated for breach of our Terms of Service.
• A promotional rate, discount code, or partnership pricing was applied to your Subscription.
• The remaining period is less than one full month at the time of cancellation.
• The Subscription was paid by invoice for an enterprise account; see Section 06.

06Multi-User & Enterprise Plans

Multi-user, team, and enterprise plans purchased by invoice or under a master services agreement are governed by the refund and cancellation terms set out in that agreement, which prevail over this Policy. Common scenarios include:

• Annual prepaid enterprise plans are typically non-refundable after the satisfaction window.
• Mid-term seat reductions may be credited to your next renewal rather than refunded.
• True-ups for over-usage are billed at the end of the term and are non-refundable.

If you are an enterprise customer, please refer to your signed agreement or contact your account manager for specific terms.

07One-Time Services & Consulting

For one-time engagements, including custom research reports, advisory sessions, briefings, training, and bespoke policy work, refund terms are governed primarily by the specific engagement letter or statement of work you signed at the time of purchase. In general, in the absence of a specific provision in the engagement letter:

• Before work begins: you are entitled to a full refund minus a 10% scheduling fee that covers resource reservation and onboarding.
• After work has begun but before delivery: you are entitled to a partial refund based on the percentage of work not yet completed, less a 10% administrative fee. Time and materials already invested are non-refundable.
• After delivery of the agreed deliverable: the engagement is non-refundable, except in cases of demonstrable failure to meet the scope agreed in the engagement letter, in which case we will work in good faith to remediate the issue or, if remediation is not feasible, issue a partial refund.

Disagreements over delivery quality are resolved first through the informal process described in our Terms of Service, Section 19.

08Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Gift subscriptions, transferred memberships, and complimentary access.
• Setup fees, onboarding fees, and any administrative charges separately itemized at the point of sale.
• Third-party fees passed through to us, including payment-processor fees, currency-conversion fees, foreign-exchange spreads, and government-imposed taxes.
• Subscriptions where the renewal date has passed more than 30 days prior and no cancellation request was received before that renewal.
• Subscriptions or services cancelled due to your breach of our Terms of Service.
• Content already downloaded, exported, printed, or otherwise saved outside the Services.
• Travel, accommodation, or other out-of-pocket expenses incurred to attend in-person briefings or workshops.

09How to Request a Refund

To request a refund, please contact us through one of the following channels:

• Email: [email protected]
• Member dashboard: select Account > Billing > Request Refund
• Postal mail: attention "Billing" at the address listed on our contact page

To allow us to process your request quickly and accurately, please include the following information:

1. Your full name and the email address associated with the account.
2. The order, invoice, or receipt number relevant to the request.
3. The date and amount of the charge.
4. The payment method used (last four digits of the card, where applicable).
5. The specific reason for the refund request and any supporting context.

10Refund Review & Approval

Every refund request is reviewed by a member of our billing team. We evaluate eligibility against this Policy and any applicable engagement letter, taking into account the circumstances you describe. Where the request is straightforward and meets the criteria, approval is automatic. Where the request involves discretion (for example, pro-rated annual refunds or one-time service refunds), we may:

• Request additional information to verify the circumstances.
• Offer remediation (for example, additional access or a credit) as an alternative to a cash refund.
• Approve in part and explain the basis for partial approval.
• Decline in part or in full, with a written explanation.

You may appeal a refund decision by replying to the same email thread within 14 days of our decision. An appeal will be reviewed by a senior member of the team who was not involved in the original decision.

11Processing & Timelines

Once a refund request is received, our standard turnaround is as follows:

• Acknowledgement: within 2 business days, confirming receipt and outlining next steps.
• Decision: within 5 business days of acknowledgement, communicating eligibility and the amount.
• Issuance: within 1 business day of approval, the refund is initiated through Stripe to your original payment method.

After issuance, refunds typically appear on your statement within 5 to 10 business days, depending on your card issuer or bank. International transactions, currency conversions, and intermediary-bank processing may extend this period to 15 business days. If your refund has not arrived after 15 business days, please contact us with a copy of your statement and we will investigate with Stripe on your behalf.

12Partial Refunds & Account Credits

In some circumstances, we may offer an account credit instead of, or in addition to, a cash refund. Account credits:

• Are denominated in the same currency as the original payment.
• Do not expire so long as the account remains active.
• Can be applied automatically to future renewals or one-time purchases.
• Are not transferable to other accounts and have no cash redemption value.

Account credits are typically offered where a cash refund is not practical (for example, where the original payment was made by an unsupported method) or where you accept a credit in lieu of a partial refund.

13Currency & Exchange Rates

Refunds are issued in the same currency as the original payment whenever possible. If your card was charged in a currency other than the one displayed on our pricing page (because your bank performed an automatic conversion), the refund issued to your card may differ slightly from the original charge due to exchange rate movements. We are not responsible for losses arising from currency fluctuations and do not compensate for foreign-exchange spreads applied by your bank.

14Chargebacks & Disputes

If you believe a charge is incorrect, please contact us first before filing a chargeback with your card issuer. We can usually resolve billing concerns quickly and to mutual satisfaction. Filing a chargeback prematurely can prevent us from assisting you and may result in:

• Suspension of your account pending the outcome of the chargeback investigation.
• Charge-back-related fees being passed on to your account, in addition to the disputed amount.
• Permanent ineligibility for future Services if the chargeback is determined to be unfounded by Stripe and the issuing bank.
• Where applicable, referral of the matter to a collection agency or, in cases of demonstrable fraud, to law enforcement.

We commit, in turn, to respond to any legitimate billing concern in good faith and within the timelines set out in Section 11.

15Statutory Consumer Rights

Nothing in this Policy is intended to limit your statutory rights as a consumer under the laws of your country of residence, including but not limited to mandatory cooling-off periods, warranties of merchantability, and rights to withdraw from distance contracts. Where the laws of your jurisdiction grant rights that are more favorable than those described here, those laws prevail to the extent of the inconsistency.

16Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our Services, our business practices, or applicable law. The "Effective Date" at the top of this page indicates when the latest version took effect. Material changes will be communicated by email or by prominent notice on the Site at least 14 days before they take effect. Refund requests are evaluated under the version of this Policy in force at the time of the original purchase, unless a more favorable version is in force at the time of the request, in which case the more favorable version applies.

17Contacting Us

Our billing team is available to assist with any refund-related questions:

• Email: [email protected]
• Hours: Monday to Friday, 9:00 to 18:00 (your local business hours)
• Response time: within 1 business day for most inquiries