Refund Policy

1. Individual customers (B2C)

This section applies to individuals purchasing a Silk Clarity assessment or subscription for their own use, as consumers rather than as a business.

1.1 Right of withdrawal

Under applicable EU distance-selling rules, consumers have a statutory 14-day right of withdrawal from a distance contract. This right can be limited for digital services only if both of the following are true:

• You gave explicit, active consent for the service to begin immediately, before the 14-day period ends.
• You explicitly acknowledged, at the point of purchase, that you lose your withdrawal right once the service has been delivered or begun.

If you did not actively confirm immediate start at checkout, your statutory 14-day withdrawal right remains available.

1.2 Grounds for refusing a refund

Once valid consent to immediate start has been obtained, a refund may be refused where:

• You have received the completed assessment output (report or Communication Signature™).
• You shared account access or otherwise used the service in a way inconsistent with individual, personal use.

1.3 Grounds for granting a refund

A refund will generally be granted where:

• A technical failure on Silk Clarity's part prevented delivery of the assessment.
• You withdraw within the 14-day period before the service has started.
• Valid consent to immediate start was not obtained at the point of purchase.

2. Recruiter and organisation clients (B2B)

This section applies to clients purchasing Silk Clarity assessments on behalf of candidates, employees, or a shortlist — as a business, not as an individual consumer. Statutory consumer protections generally do not apply to business-to-business contracts; these terms are governed by the commercial agreement between Silk Clarity and your organisation.

2.1 When a refund or credit will be refused

• Assessments have already been completed and delivered for the candidates or employees in question.
• Your organisation has used or acted on the assessment results — for example, made a hiring, promotion, or development decision informed by them.
• The dispute relates to your organisation's view of a candidate's score or outcome, rather than a failure in service delivery.

2.2 When a refund or credit will be given

• A technical or delivery failure on Silk Clarity's part prevented an assessment from being completed.
• Assessments included in your agreement have not yet been run at the time of your request.

2.3 Written agreement required

These B2B refund terms should sit within a full written agreement (a Master Services Agreement or equivalent) covering scope, pricing, data handling, and confidentiality. A formal B2B contract template does not yet exist for Silk Clarity and should be drafted, with legal review, before this document is relied upon for a paying enterprise or recruiter client.

3. Subscription refunds

Subscription refunds are reviewed on a case-by-case basis. If you believe you are entitled to a refund for a subscription charge, contact us at the address below with your account email and the date of the charge.

4. How to request a refund

Email hello@silkclarity.com with:

• The email address used for the purchase.
• The date and amount of the charge.
• A brief explanation of why you are requesting a refund.

We aim to respond within 5 business days. Refunds, if approved, are typically issued to the original payment method.

5. Methodology status

Silk Clarity's assessment methodology is research-informed. It has not yet completed independent academic validation. This is disclosed transparently in commercial agreements rather than being implied or left ambiguous.

6. Contact

Silk Clarity — Darcy Renouf
Email: hello@silkclarity.com
Website: https://www.silkclarity.com