Refunds & grading policy

1. How audit grades work

Every paid audit ends with a written report and an overall letter grade from A to F. The grade reflects our honest view of whether the idea, early-stage business or small business is worth taking forward in its current shape.

• A – B: Strong. Proceed, with the specific improvements set out in the report.
• C – D: Mixed. Real issues to resolve before committing further time or money.
• F: Do not go forward in the current shape. The report explains why, and — where possible — what would need to change for a different answer.

The grade is assigned by the auditor and, on Gold and Platinum audits, endorsed by the advisory panel. It is our professional opinion, not a guarantee of business outcomes.

2. Honesty guarantee

We are never better off telling you what you want to hear. If the honest answer is "don't do it", we say so. To back that up:

• Silver, Gold and Platinum: if your overall grade is F, we refund the difference between what you paid and our Bronze base rate (£95). You keep the report and the verdict.
• Bronze: if your overall grade is F, your next Bronze audit — on a different idea — is free. There is no cash refund at the Bronze tier because the session and verdict are the deliverable.

Refunds under this clause are processed to the original payment method within 10 working days of the report being delivered. Only one honesty-guarantee refund or free re-audit applies per audit.

3. Cancellations and rescheduling

You can cancel your discovery session for a full refund up to 24 hours before its scheduled start time. Rescheduling is free at any point up to 24 hours before the session. Inside 24 hours, the session fee is non-refundable, but we will always try to accommodate one reschedule as a goodwill gesture.

4. Consumer rights

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Because our audits are commissioned digital services delivered on a fixed date you choose, by booking you agree that the service begins on that date and, once the session has taken place, the 14-day cancellation right no longer applies.

5. Scope of the guarantee

The honesty guarantee applies to the grade we assign, not to your own view of it. Disagreement with our conclusion is not, on its own, grounds for a refund. If you believe an audit was materially miscarried out — for example, key information you supplied was ignored — contact us at nayimsammour@synergy-solutions.co.uk and we will review it in good faith.

6. Force majeure and service interruption

If we cannot deliver the booked audit due to illness, emergency, or other unforeseeable event outside our control, we will offer you the choice of a full refund or a rescheduled session at no extra cost. We will notify you as soon as reasonably possible.

7. Contact

Questions about refunds, grades or the honesty guarantee: nayimsammour@synergy-solutions.co.uk.