Hidden Insight Labs provides digital software evaluation services. All deliverables — including findings reports, recommendations, and walkthrough meetings — are delivered digitally. No physical goods are shipped at any time.
Because our services involve the allocation of human analyst time and resources immediately upon engagement commencement, our refund policy reflects the nature of this work.
Specifically:
We are committed to delivering findings reports that are structured, specific, and actionable. If you believe the report delivered does not meet a reasonable standard of quality for the flow tested, please contact us at hello@hiddeninsightlabs.com within 7 days of delivery.
We will review your concern and, at our discretion, offer one of the following resolutions: supplementary findings, a revised report section, or a credit toward a future engagement. Refunds on quality grounds are considered case by case and are not automatic.
For engagements beyond the Pilot tier, refund and cancellation terms are governed by the specific service agreement or statement of work entered into between the client and Hidden Insight Labs prior to engagement commencement. If no separate agreement is in place, the following applies:
Please contact hello@hiddeninsightlabs.com to discuss cancellation of any ongoing engagement.
Add-on services (raw session recordings and hosted focus groups) follow the same refund terms as the primary engagement tier to which they are attached. Once a session recording or focus group has commenced, no refund is available for that add-on.
To request a refund or discuss a cancellation, email hello@hiddeninsightlabs.com with:
We aim to respond to all refund requests within 2 business days. Approved refunds are processed via the original payment method through Stripe and typically appear within 5–10 business days depending on your bank.
If you are a consumer based in the United Kingdom or European Union, you may have statutory rights under applicable consumer protection law. These rights are not affected by this policy. In particular, UK consumers may have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in relation to digital services.
By completing a purchase and acknowledging that the digital service will commence within the cancellation window, you expressly consent to the supply of the digital service beginning immediately and acknowledge that your right to cancel under these Regulations is waived once the service has commenced.
Nothing in this policy limits or excludes any statutory rights you may have as a consumer.
For any questions about this policy, please contact us at hello@hiddeninsightlabs.com. We aim to respond within 2 business days.