Version 1.0. Last updated 17 October 2026.

1. Who this policy is with

This policy is with Cognito Consultants Ltd, a private limited company registered in England and Wales, company number 12928272. Registered office: Office LG06, 1 Quality Court, Chancery Lane, London WC2A 1HR. Email: info@cognitoconsultants.com. Complaints: complaints@cognitoconsultants.com.

It applies to everything bought or downloaded from our store at https://payhip.com/CognitoConsultants. It sits alongside our terms of sale https://payhip.com/CognitoConsultants/terms-of-sale.

2. In short

• If you are a consumer, you have 14 days to cancel. You lose that right once your download starts, because at checkout you agree that it can start straight away and acknowledge that you lose the right to cancel.
• If a file is faulty, will not open or is not as described, we will put it right. If we cannot, we will refund some or all of the price.
• Refunds go back to the payment method you used, within 14 days, with no fee.
• The free sample costs nothing, so there is nothing to refund.

3. Consumers: your right to cancel

You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession.

How long you have. You can cancel within 14 days, starting the day after the day you bought the kit.

When you lose the right to cancel. Our files are digital content, available to download straight away. Before you pay for the kit, you must select "I Agree" to a required question. By doing so you agree that your download can start straight away, before the 14 days end. You also acknowledge that you will lose your right to cancel once your download starts. Once your download has started, you can no longer cancel.

If you have not downloaded yet. If you have not started your download, you can still cancel within the 14 days.

If we did not get your agreement properly. If you did not give that agreement and acknowledgement, or we did not confirm them to you afterwards in writing (we do this in your receipt email), you can still cancel within the 14 days and you will not pay anything for what you received.

How to cancel. Tell us clearly that you want to cancel, by email to info@cognitoconsultants.com. Email is the quickest way for us to deal with your cancellation. You can use the model cancellation form at the end of this page, but you do not have to. Your cancellation is in time if you send it before the 14 days end.

Your refund. We will refund everything you paid, without undue delay and no later than 14 days after the day you tell us you are cancelling. We use the same payment method you used, unless you expressly agree otherwise. You will not pay any fee for the refund.

4. Faulty or wrong files

This is separate from your right to cancel. It still applies after your download has started.

If a file is faulty, corrupted, will not open in the software listed in our terms, or is not as described on the product page:

1. Tell us, and we will repair or replace the file within a reasonable time and without significant inconvenience to you, at no cost to you.
2. If we cannot, or we do not do it within a reasonable time, we will reduce the price. If the problem is serious, this may be a full refund.
3. If we did not have the right to supply the templates, we will give you a refund.
4. If a consumer's device or other digital content is damaged because we did not use reasonable care and skill, we will repair the damage or pay compensation.

For consumers, a fault that appears within six months of the files being supplied to you is treated as having been there from the start, unless we show otherwise.

The licence that comes with the kit covers one organisation and all its sites. If you receive a full refund, that licence ends and we ask you to delete your copies of the templates.

5. How to ask for a refund or a replacement

Email info@cognitoconsultants.com with:

• your name and the email address you used at checkout
• your order reference from your receipt, if you have it
• which file is affected and what is wrong, or that you want to cancel

We will reply within 2 working days. We issue refunds through the payment provider you used (Stripe).

6. The free sample

The free sample costs nothing, so there is nothing to cancel or refund. You can delete it at any time. If a file will not open, email us and we will help.

If you said Yes to emails when you downloaded it, you can unsubscribe at any time using the link in any email.

7. Business customers

You are a business customer if you are buying for an organisation, or for your trade, business or profession. Most buyers of the kit are business customers.

Business customers do not have a legal right to cancel. Once your download is available, we do not give refunds, except for faulty or wrong files. If a file is faulty, corrupted or materially different from the description, tell us and we will replace it. If we cannot, we will refund the price you paid.

8. Complaints

If you are unhappy with how we have dealt with a cancellation or refund, please tell us. Please send all complaints by email to complaints@cognitoconsultants.com. Email is the quickest way for us to look into your complaint and reply. Our terms of sale explain how we handle complaints.

We do not use an alternative dispute resolution scheme.

9. Model cancellation instructions

This is the official model wording from Schedule 3 Part A of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, filled in for our store. It applies to consumers. It does not change what section 3 says about losing the right to cancel once your download starts.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us (Cognito Consultants Ltd, registered office Office LG06, 1 Quality Court, Chancery Lane, London WC2A 1HR, e-mail info@cognitoconsultants.com) of your decision to cancel this contract by a clear statement (e.g. an e-mail to info@cognitoconsultants.com). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

10. Model cancellation form

Use this form only if you want to cancel. Copy it into an email to info@cognitoconsultants.com. This is the official model form from Schedule 3 Part B, filled in for our store. For the PSIRF Starter Kit, write the name of the kit where the form asks for the goods or service.

To Cognito Consultants Ltd, by e-mail to info@cognitoconsultants.com (registered office: Office LG06, 1 Quality Court, Chancery Lane, London WC2A 1HR):

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Contains public sector information licensed under the Open Government Licence v3.0.