Refund Policy

Ascendrix Systems Limited. Company No SC869897, registered in Scotland, UK. Trading as Ladder of Growth. Registered office: Chestney House, 149 Market Street, St Andrews, Fife KY16 9PF. This Refund Policy is governed by the law of Scotland. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply UK-wide and are unaffected.

1. About this policy

This Refund Policy explains when you can and cannot get your money back if you buy an assessment from Ladder of Growth (operated by Ascendrix Systems Limited). It sits alongside our Terms & Conditions and our Privacy Notice; if there’s any conflict between this policy and our Terms & Conditions on a refund question, this policy wins. The policy applies to the Ladder of Growth-branded D2C assessments — currently the ADHD Operating Profile, the Anxiety Assessment, and the Burnout Risk Assessment. If you bought an assessment under another brand (for example a Head Trash or Fearless Birthing assessment delivered on our platform), the refund policy of that brand applies, not this one. Who we are: Ascendrix Systems Limited (incorporated in Scotland on 13 November 2025, company number SC869897), registered office: Chestney House, 149 Market Street, St Andrews, Fife KY16 9PF. General contact: hello@ladderofgrowth.io. Refund questions: jj@ladderofgrowth.io.

2. How our reports work (and why this policy reads the way it does)

When you buy an assessment from us, the report you receive is generated specifically for you by our AI engine the moment we receive your payment. Every report is unique to your responses. We deliver it immediately so you can read it straight away. Because the report is produced for you personally and delivered immediately, the law (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg 37) lets us ask you to consent — at checkout — to immediate delivery and to acknowledge that doing so means you lose your 14-day right of cancellation once the report is generated. You give that consent by ticking the immediate-delivery checkbox on the checkout page. If you tick that box at checkout and we generate your report, this policy is the basis on which refunds will (or will not) be granted.

3. When we will give you a full refund

We will refund you in full, back to your original payment method, in any of the following situations: 3.1 You paid by mistake (and your report has not yet been generated). If you bought the wrong assessment, paid twice, or simply changed your mind, and you contact us before your report has been generated and made available to you for download, we will refund you in full. No questions asked. 3.2 We failed to deliver your report. If, after payment, your report is not generated or is not made available to you within a reasonable time (we aim for under five minutes; if there is a delay you can give us a reasonable opportunity to fix it), you can ask for a full refund instead of waiting. 3.3 Your report is materially defective. If the report we deliver is materially incomplete, garbled, or fails to address the assessment you took (for example because of a technical fault on our side), we will at your choice either re-deliver a corrected report or refund you in full. This reflects your statutory rights under the Consumer Rights Act 2015 (Chapter 3, digital content). 3.4 We made an error in pricing or processed an unauthorised charge. If we charged you the wrong amount, or charged you for an order you didn’t place, we will reverse the charge or refund the difference. 3.5 Statutory rights. Nothing in this Refund Policy limits any rights you have under the Consumer Rights Act 2015 or other consumer-protection law. If you have a statutory right to a refund (for example because of a serious fault we have been unable to remedy), that right applies whatever the rest of this policy says.

4. When we will not give you a refund

4.1 Once your report has been generated and made available for download. Because the report is created for you specifically and delivered immediately, and because you confirmed at checkout that you wanted immediate delivery and understood you were waiving your 14-day cancellation right, we cannot refund you once the report has been generated and made available to you. This applies whether or not you actually open or download the file. This is the headline rule of this policy and the most important thing for you to understand before buying. 4.2 “I didn’t agree with what the report said.” Our assessments are structured self-assessments, not clinical diagnostic tools. The reports describe patterns in your own responses and are advisory only. They are not professional medical, psychiatric, psychological, coaching or legal advice. We cannot refund a report simply because you disagree with its content or do not feel it reflects how you see yourself — that is not a defect; it is a matter of personal interpretation, and the Consumer Rights Act 2015 protections for digital content do not extend to subjective satisfaction. If you have specific concerns about how the report was generated or believe it has produced a clearly inaccurate output (for example, factually mischaracterising your responses), please contact us at jj@ladderofgrowth.io — we will look into it on its merits, and we may exercise our discretion outside this policy if your concern is well-founded. 4.3 “I forgot I had agreed to the immediate-delivery consent at checkout.” That consent is binding once given. The full text of what you consented to is shown on the checkout page above the Pay button and recorded against your order; we will send you a copy on request.

5. How to request a refund

Email jj@ladderofgrowth.io with:

You don’t need to use a particular form of words. If your situation is one we have to refund under section 3, we will. If we need any further information from you (for example to identify the order), we will let you know.

6. How long refunds take

We will respond to your refund request within five (5) working days. Where we agree to refund, we will issue the refund to your original payment method within ten (10) working days of agreeing. Once we’ve issued the refund, the speed at which it reaches your account is determined by Stripe and your card issuer or bank. This is typically 3-5 working days for cards, but it can take longer in some cases, and that part is out of our control.

7. Chargebacks and disputes

If you have a refund concern, please contact us first at jj@ladderofgrowth.io before disputing the charge with your card issuer. We will respond promptly and almost always reach a resolution that avoids a formal chargeback. If you raise a chargeback against us without first contacting us, we will defend it on the basis of this Refund Policy and the consent you provided at checkout (which we have on record). We will also normally treat the chargeback as the end of our commercial relationship with you and may decline future purchases.

8. Currency, payment processing and refund amounts

8.1 Currencies we accept. We accept payment in three currencies through Stripe: pounds sterling (GBP), US dollars (USD) and euros (EUR). Our prices are displayed and charged in the currency that matches the storefront you’re buying from. We don’t convert currency at the point of sale, so the price you see is the price your card is charged. 8.2 Refunds in the original currency. If we agree a refund, we’ll issue it to your original payment method in the same currency you paid in. If your card is held in a different currency, your card issuer may apply its own exchange rate or conversion margin to the refund and to the original payment. We have no control over those rates and can’t compensate you for any difference that comes from your issuer’s conversion. 8.3 Stripe processing charges. Stripe charges us a transaction fee on every payment, and Stripe may retain part or all of that fee when we issue a refund. Where this happens, the refund we’re able to send back to you is the amount you paid minus the Stripe fees we can’t recover on the refund. We’ll tell you the deduction amount before we process the refund so you know exactly what to expect in your account. 8.4 Statutory refunds are unaffected. The deduction described in 8.3 does not apply where you’re entitled to a refund under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other consumer-protection law. In those cases we’ll refund you in full, regardless of what Stripe retains.

9. Ascendrix’s discretion

This Refund Policy sets out the situations in which we will refund you. Outside those situations we may, at our absolute discretion and on a case-by-case basis, still offer a refund or partial refund where we judge it appropriate. Exercising that discretion in one case does not create a right for any other customer in any other case.

10. Governing law

This Refund Policy is governed by the law of Scotland. Any dispute or claim arising out of or in connection with this Refund Policy will be subject to the exclusive jurisdiction of the Scottish courts. If you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in the courts of the part of the United Kingdom in which you are resident; nothing in this section limits the statutory rights you have as a consumer under UK consumer-protection law.

11. Changes to this policy

We may update this policy from time to time. The current version is always available at https://ladderofgrowth.io/refund-policy/ and the date of the last update is shown at the bottom. Material changes will be reflected in the date stamp; we will not apply a changed refund position retrospectively to purchases already made.

12. Contact

Refund Policy last updated: 19 May 2026.