Returns, Cancellations and Refund Policy

Last updated: 30 July 2026

This policy explains the cancellation, return and refund terms applying to products and services purchased through assets.passivai.net and related PassivAi® checkout pages.

This policy is issued by:

PassivAi® Ltd
Douglas Road
Poole
BH12 2AX
England, UK
Company number: 15145703
Email: [email protected]

Nothing in this policy limits or removes any statutory rights that cannot legally be excluded under UK consumer law.

1. Physical Products

Changing Your Mind

You may tell us that you wish to cancel an order for a physical product within 30 calendar days of receiving it.

After notifying us, you must return the product within 14 calendar days. Please email [email protected] before sending anything back so that we can provide the correct return instructions and address.

You may inspect and handle the product in the same way you reasonably could in a shop. We may reduce the refund where the product has been handled beyond what is reasonably necessary and its value has been reduced.

Where possible, please return the product with its original packaging, accessories, instructions and proof of purchase. Missing packaging alone will not remove any statutory right you may have, although damage, excessive handling or missing components may affect the amount refunded.

Return Postage

Unless the product is faulty, damaged, misdescribed or the wrong item was supplied, you are responsible for the direct cost of returning it.

You remain responsible for the returned product until it reaches us. We recommend using a suitable tracked or insured delivery service and retaining proof of postage.

If a product is faulty, damaged, misdescribed or supplied incorrectly, please contact us before returning it. Where required by law, we will provide or reimburse a reasonable return method.

Physical Product Refunds

Once the returned product has been received, we will inspect it and confirm the outcome of your return.

Where a refund is due, it will be made to the original payment method within 14 calendar days of:

• receiving the returned product, or
• receiving satisfactory evidence that it has been sent back, if earlier.

For an eligible cancellation, the refund will include the original standard delivery charge. Any additional amount paid for express, premium or upgraded delivery will not normally be refunded beyond the cost of the least expensive standard delivery option offered at checkout.

Your bank or payment provider may take additional time to place the refunded amount into your account after we have processed it.

Faulty, Damaged or Misdescribed Products

Physical products must be of satisfactory quality, fit for their stated purpose and as described.

If a product arrives damaged, develops a fault or is materially different from its description, please contact us promptly with:

• your name
• your order number
• a description of the issue
• photographs or other supporting evidence where relevant.

Depending on the circumstances and your legal rights, the available remedy may include a repair, replacement, price reduction or refund.

Products That Cannot Usually Be Returned for Change of Mind

The change-of-mind cancellation right may not apply to certain products, including:

• products made to your specifications or clearly personalised
• sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed
• sealed audio, video or software products once unsealed
• products that are liable to deteriorate or expire rapidly
• products that become inseparably mixed with other items after delivery.

This does not remove your rights where an excluded product is faulty, damaged, misdescribed or supplied incorrectly.

2. Digital Products and Instant Access

Digital products may include:

• PDF guides, workbooks and downloads
• templates, checklists and swipe files
• AI prompts, prompt packs and AI instruction files
• automation blueprints, workflows and implementation resources
• software files, calculators, scripts and digital tools
• online training, courses, lessons and membership content
• other electronically supplied materials.

Immediate Digital Delivery

Many PassivAi® digital products are supplied immediately after purchase by download, email, customer account, membership area, course platform or another electronic delivery method.

Where you ask us to supply digital content during the usual 14-day cancellation period, you will be asked to:

• give your express consent for delivery or access to begin immediately, and
• acknowledge that you will lose your change-of-mind cancellation right once supply of the digital content begins.

Once immediate access, delivery, streaming or downloading has begun following that consent and acknowledgement, a change-of-mind refund is not normally available.

If immediate delivery has not begun, or the required consent and acknowledgement were not obtained, any cancellation rights provided by law will continue to apply.

Product-Specific Guarantees

Some digital products may include a separate refund guarantee or trial period stated on the product page or at checkout.

Where a product-specific guarantee is offered, the conditions, evidence requirements and request deadline shown with that product will apply in addition to your statutory rights.

A request made under a product-specific guarantee must be sent to [email protected] within the stated guarantee period.

A guarantee applying to one product does not automatically apply to another product, bundle, course, membership or service.

Faulty or Misdescribed Digital Content

Digital content must be of satisfactory quality, fit for its stated purpose and as described.

Please contact us if digital content:

• cannot be accessed or downloaded using the stated requirements
• is corrupted, incomplete or technically defective
• is materially different from its product description
• has not been supplied
• causes damage to your device or other digital content because reasonable care and skill were not used.

We may first try to resolve the issue by restoring access, correcting the file, supplying a replacement, providing technical assistance or repairing the digital content.

Where the issue cannot be corrected within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or refund under applicable consumer law.

Compatibility and Third-Party Platforms

Before purchasing, please review any stated software, device, account, subscription, operating system or third-party platform requirements.

A refund will not normally be provided because:

• you do not have the required software, account, subscription or technical equipment
• a third-party platform changes its features, prices, availability, rules or integrations
• you decide that you no longer wish to use the product after access has begun
• you do not complete, download, implement or use the supplied materials
• the product does not produce a particular business, marketing, financial or personal result that was not expressly guaranteed.

This does not affect your rights where the product itself is faulty, misdescribed or not supplied as agreed.

3. Services, Courses and Memberships

Where a purchase includes a service, live support, consulting, coaching, implementation work or access supplied over a period of time, the product page or checkout may contain additional cancellation terms.

If you ask for a service to begin during a statutory cancellation period, you may be required to pay a reasonable amount for the service supplied before cancellation.

The right to cancel may end once a service has been fully performed where you expressly requested early performance and acknowledged that the cancellation right would be lost after full performance.

Recurring memberships or subscriptions may be cancelled in accordance with the cancellation instructions shown at checkout, in your account or in the relevant product terms. Cancelling stops future renewal payments but does not automatically create a refund for an access period that has already begun, except where required by law or stated in a separate guarantee.

4. Bundles, Bonuses and Promotional Products

If a refund is approved for a product bundle, all included products, bonuses, downloads, licences and access rights must stop being used.

Where part of a bundle has already been supplied, downloaded, accessed, consumed or retained, this may affect the amount refundable where permitted by law and clearly disclosed in the applicable product terms.

Promotional, discounted and sale products carry the same statutory rights as full-price products.

5. How to Request a Cancellation, Return or Refund

Send your request to [email protected] and include:

• your full name
• the email address used for the purchase
• your order number or transaction reference
• the name of the product or service
• the date of purchase
• the reason for the request, where the request concerns a fault, guarantee or delivery issue
• any relevant screenshots, photographs or supporting information.

You do not need to provide a reason when exercising a statutory change-of-mind cancellation right that remains available.

Please do not return a physical product to the registered office or another address without first receiving return instructions.

6. Refund Method

Approved refunds will normally be made to the payment method used for the original purchase.

We may ask for additional information where reasonably required to confirm the purchaser, locate the transaction, prevent fraud or process the refund securely.

We are unable to control how long a bank, card issuer, PayPal or another payment provider takes to display a completed refund.

7. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

Nothing in this section prevents you from using any lawful remedy available through your bank, payment provider or consumer protection rights.

Fraudulent chargebacks, false claims and attempts to retain products or digital access after receiving a refund may result in account suspension, withdrawal of licences and recovery action where appropriate.

8. Business Purchases

Some statutory cancellation rights apply specifically to consumers and may not apply where a purchase is made wholly or mainly for business purposes.

Business customers remain entitled to any express guarantee stated on the relevant product page and any rights that cannot legally be excluded.

9. Governing Law

This policy is governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, except where consumer law gives you the right to bring a claim in another UK jurisdiction.

10. Contact

Questions about cancellations, returns, refunds, faulty products or digital access should be sent to:

PassivAi® Ltd
Email: [email protected]

This policy should be read alongside the PassivAi® Terms and Conditions, Privacy Policy, Cookie Policy, End User Licence Agreement and any product-specific terms or guarantee displayed before purchase.