Summary
- Check packs are one-off purchases. There are no subscriptions or recurring charges.
- One check is used each time you run an assessment, and only when it runs.
- You may cancel within 14 days of purchase and receive a full refund, provided no check from that purchase has been used.
- Once one or more checks from a purchase have been used, that purchase can no longer be cancelled or refunded, in whole or in part.
- No refund is given after the 14-day period has ended.
- If an assessment fails because of a fault on our side, we restore the check automatically.
This policy does not affect your statutory rights.
1. Prices
1.1 Checks are sold in the following packs:
| Pack | Checks | Price | Price per check |
|---|---|---|---|
| Single | 1 | £14.99 | £14.99 |
| Compare | 3 | £29.99 | £10.00 |
| Portfolio | 6 | £49.99 | £8.33 |
| Portfolio Plus | 12 | £79.99 | £6.67 |
1.2 All prices are in pounds sterling and are the total price you pay, including any VAT payable.
1.3 We may change our prices at any time. A price change does not affect checks you have already purchased.
2. Payment
2.1 Payment is made by debit or credit card through Fondy Ltd, registered with the Financial Conduct Authority as an electronic money institution (FRN 900705) ("Fondy"). At checkout you are taken to a secure payment page provided by Fondy, where you enter your card details. We do not receive or store your card details or online banking credentials.
2.2 Each order is given its own payment reference, which is passed to the payment page together with the exact amount of your order.
2.3 Checks are added to your account once Fondy has confirmed that the full amount has been received against your reference. We confirm each payment directly with Fondy, not from the page you return to. Until then, the order is shown in your dashboard as awaiting confirmation. Once confirmed, your purchase is recorded in the Purchases and billing section of your dashboard.
2.4 If a payment does not match the amount of your order, we will not add checks automatically. We will contact you and either arrange for the balance to be paid or refund the payment.
3. How checks are used
3.1 Each assessment uses one check. The check is deducted only at the moment the assessment runs. Opening the questionnaire, entering details or uploading correspondence does not use a check.
3.2 Each assessment covers one firm. Changing your answers after a result has been produced requires a new assessment.
3.3 Unused checks remain available in your account for as long as your account remains open.
4. Your right to cancel
4.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase within 14 days of the day your payment is confirmed, without giving a reason. If you decide not to pay for an order you have started, you do not need to do anything: no checks are added and nothing is owed.
4.2 If you cancel within this period and no check from that purchase has been used, we will refund the full price of the purchase. Refunds are made for a whole purchase only, never for part of a pack.
4.3 No refund is given for a request made after the 14-day period has ended, whether or not any check from the purchase has been used.
5. Checks you have used
5.1 When you purchase a pack, you ask us to make your checks available immediately, so that you can run an assessment within the 14-day cancellation period.
5.2 Once you run an assessment, the service you asked us to begin immediately has started. You acknowledge at the time of purchase that, if you use any check from a purchase, you lose the right to cancel that purchase, and no part of it is refundable, including any checks in it that remain unused.
5.3 A verdict you disagree with, or a result that proves different from your expectations, is not in itself a reason for a refund, because an assessment is an automated indicator based on the information provided and the sources available. Please see our Terms of Use.
6. When something goes wrong
6.1 If an assessment fails to complete because of a technical fault on our side, the check is returned to your account automatically: immediately where we tell you on screen that it could not be completed, and in any case within 30 minutes. You do not need to contact us. If a check has not been returned after that time, please contact us and we will restore the check. If we are unable to provide the assessment, we will refund the price of that check.
6.2 If you are charged but checks are not added to your account, please contact us with the date and amount of the payment and we will investigate and correct the position.
6.3 Nothing in this policy affects your rights under the Consumer Rights Act 2015.
7. How refunds are made
7.1 Refunds are made to the card you paid with, and never for more than the amount paid. We aim to issue an agreed refund within 5 to 10 business days, and in every case within 14 days of the day the refund is agreed. We do not charge a fee for making a refund.
7.2 Once a refund is issued, the time it takes to appear on your statement depends on your card provider.
8. Account deletion and closure
8.1 If you delete your account, any unused checks are permanently removed and cannot be restored or refunded, except where you have also exercised your right to cancel within the 14-day period described in section 4. If you wish to cancel, please do so before deleting your account.
8.2 If we close your account for reasons other than your breach of our Terms of Use, we will refund any unused checks.
9. Complimentary checks
9.1 Checks we provide without charge, including checks offered to a partner organisation, as part of a promotion or as a goodwill gesture, have no cash value. They cannot be refunded or exchanged for money.
9.2 A check returned to your account under section 6 restores the service you paid for. It is not a separate purchase and does not start a new cancellation period.
10. Card disputes
10.1 If you believe a charge is wrong, please contact us before raising a dispute with your card provider. Most billing questions are resolved directly and more quickly.
10.2 While a card dispute is open, we may suspend the use of checks from the purchase concerned until the dispute is resolved. Your right to dispute a charge with your card provider is not affected.
11. How to request a refund
11.1 To cancel a purchase or request a refund, email contact@metaashes.co.uk or send an enquiry through our contact form, using the subject "Billing and purchases", from the email address registered to your account. Please include the date of your purchase and the pack purchased. You do not need to give a reason for cancelling within the 14-day period. We acknowledge every request within 2 business days. You may also use the model cancellation form below, although you do not have to.
Model cancellation form
To MetaFenix Management Ltd: I hereby give notice that I cancel my contract for the supply of the following service: [pack name], purchased on [date], by [your name], registered to the email address [your email address]. Date: [date].
12. Changes to this policy
12.1 We may update this policy from time to time. The date of the latest version is shown at the top of this page. A purchase is governed by the version in force on the day it was made.