Hexis AI Governance

Refund Policy

Last updated: 25 March 2026

We want you to be fully satisfied with your purchase from Hexis AI Governance. This policy outlines our refund conditions for digital products sold through our authorised sales channels.

1. Digital Product Refunds

Because our products are delivered as instant digital downloads, we generally cannot offer refunds once the files have been accessed. However, we understand that issues may arise, and we handle refund requests fairly on a case-by-case basis.

Eligible for Refund

The downloaded files are corrupted or cannot be opened
The product content significantly differs from the description on the product page
Technical issues prevent you from downloading the files, and our support team cannot resolve them
Duplicate purchase (accidental double payment)

Not Eligible for Refund

Change of mind after downloading the files
Inability to use the templates due to lack of required software (Excel, PDF reader)
Expectation that templates constitute legal advice (see our Terms of Service, Section 6)
Regulatory changes that occur after purchase

2. Refund Request Process

Step	Action
1	Email [email protected] with your order number and reason for the refund request
2	We will review your request within 3 business days
3	If approved, the refund will be processed through the original payment platform
4	Refunds typically appear in your account within 5-10 business days

3. Refund Timeline

      14-Day Window: Refund requests must be submitted within 14 days of the original purchase date. Requests received after 14 days will be reviewed at our discretion.
    

This 14-day period aligns with the EU Consumer Rights Directive withdrawal period, noting that for digital content accessed immediately upon purchase, the right of withdrawal may be waived with the consumer's prior express consent and acknowledgment.

4. Platform-Specific Policies

LemonSqueezy Purchases

For products purchased through LemonSqueezy (hexis.lemonsqueezy.com), refunds are processed by Lemon Squeezy LLC as the Merchant of Record. You may also contact LemonSqueezy support directly, but we recommend reaching out to us first at [email protected] for faster resolution.

Etsy Purchases

For products purchased through Etsy (etsy.com/shop/HexisGovernance), Etsy's own refund and dispute resolution policies apply in addition to this policy. Please contact us directly before opening an Etsy case so we can resolve the issue promptly.

5. Free Tools

The free tools available on hexis.center (Risk Classifier, Governance Matrix Generator, Compliance Checklist, FRIA) are provided at no cost and are therefore not subject to this refund policy.

6. Contact

For refund requests or questions about this policy, please contact us at [email protected]. We aim to respond to all enquiries within 3 business days.