Cancellation and Refund Policy
Last updated: 13 July 2026
This Cancellation and Refund Policy applies to purchases made through the Loxias website, checkout process, order forms, proposals, statements of work, invoices, and related sales channels.
Loxias is a trading brand used by Polis Consulting Limited, an Irish private company limited by shares, with its registered/business address at Unit 10, Argus House, Greenmount Office Park, Harold’s Cross Road, Dublin 6W, Ireland.
This Policy forms part of, and should be read together with, our Terms and Conditions, the applicable order form, checkout confirmation, proposal, statement of work, invoice, and any other written agreement between the customer and Polis Consulting Limited.
Loxias products and services are offered exclusively to business customers, professional users, companies, agencies, institutions, public-sector bodies, and other non-consumer customers.
By placing an order, the customer confirms that:
Loxias does not offer its products or services to consumers.
Loxias provides digital intelligence products and services. Depending on the order, these may include:
Many Loxias products and services are digital, customised, time-sensitive, or involve the immediate allocation of analyst time, consultant time, third-party licences, platform access, data-processing capacity, or other non-recoverable resources.
For the purposes of this Policy, fulfilment begins when Loxias, Polis Consulting Limited, any affiliate, subcontractor, or third-party supplier starts work or commits resources in connection with the order.
Fulfilment may include, for example:
A customer may request cancellation of an order before fulfilment has started.
Cancellation requests must be sent without delay to [email protected] and must include:
Where fulfilment has not started and no non-cancellable third-party cost or other non-recoverable cost has been incurred, Loxias may approve the cancellation and refund the amount paid.
Any refund may be reduced by payment-processing charges, banking fees, card fees, foreign-exchange costs, third-party charges, or other non-recoverable transaction costs, where permitted by applicable law and payment-provider rules.
Once fulfilment has started, the order is generally non-cancellable and non-refundable.
This applies in particular where:
Loxias may, at its discretion, consider exceptional refund or credit requests, but approval is not guaranteed.
Where the customer purchases a bundled package that includes SaaS licences, data/listening licences, analytics tools, dashboards, or platform access together with services such as implementation, onboarding, training, configuration, first-level support, analyst support, reporting, or consulting, the bundle is treated as a single commercial package unless the applicable order expressly states otherwise.
Cancellation or refund of one element of the bundle does not automatically entitle the customer to cancel the entire bundle or receive a refund for the entire bundle.
If a third-party SaaS licence, subscription, platform entitlement, or data/listening licence has been activated, ordered, renewed, reserved, or otherwise committed, any cancellation, refund, credit, or reduction will be subject to:
Where a bundle is sourced partly or wholly through an affiliate or third-party provider, the customer’s contractual relationship remains with Polis Consulting Limited unless expressly agreed otherwise in writing.
Reports, dashboards, files, exports, briefings, and other digital deliverables are generally non-refundable once they have been delivered, made available, downloaded, accessed, emailed, or otherwise provided to the customer.
This applies whether the deliverable is delivered as a PDF, spreadsheet, presentation, dashboard, web link, platform output, email attachment, online workspace, or any other digital format.
Changes in customer preference, changes in internal priorities, non-use of the deliverable, or dissatisfaction with business conclusions that are reasonably supported by the underlying analysis do not in themselves create a right to refund.
For subscription, renewal, retainer, recurring, or access-based services, the customer may cancel future renewal periods only in accordance with the notice period stated in the applicable order form, checkout page, proposal, statement of work, invoice, Terms and Conditions, or other written agreement.
Unless expressly agreed otherwise:
If no specific cancellation notice period is stated, the customer must give at least 30 days’ written notice before the next renewal date.
No refund will be due where delivery or performance is delayed, prevented, or made more difficult because the customer fails to provide necessary information, access, approvals, credentials, briefing materials, cooperation, feedback, or timely decisions.
No refund will be due solely because the customer does not use, access, download, implement, circulate, or rely on a delivered report, SaaS access, licence, dashboard, training session, support service, or other deliverable.
If the customer believes that a delivered product or service materially does not conform to the agreed order, the customer must notify Loxias in writing within a reasonable period and provide sufficient detail to allow Loxias to investigate the issue.
The notice should include:
Where Loxias confirms a material non-conformity, Loxias may, at its option and where commercially reasonable:
Minor errors, editorial corrections, formatting preferences, immaterial discrepancies, changes in customer preference, or disagreement with analytical conclusions do not in themselves create a right to refund, provided the product or service materially corresponds to the agreed scope.
Customer-requested changes after order confirmation may be treated as additional work and may be subject to additional fees.
Loxias is not required to accept scope changes, briefing changes, additional report parameters, new research questions, additional users, additional brands, additional dashboards, additional training sessions, or additional implementation work unless agreed in writing.
Where Loxias accepts a change request, any impact on price, delivery timing, licence scope, access rights, or refund eligibility may be confirmed separately.
Before initiating a chargeback, payment dispute, or similar process, the customer should contact Loxias at [email protected] so that the issue can be reviewed and, where appropriate, resolved.
Loxias reserves the right to suspend access to services, licences, dashboards, deliverables, reports, accounts, or support while a chargeback, payment dispute, overdue invoice, suspected misuse, or payment irregularity is being investigated.
If a chargeback or payment dispute is initiated without valid grounds, Loxias reserves the right to recover any associated fees, costs, losses, or administrative expenses, where permitted by applicable law and payment-provider rules.
Where Loxias approves a refund, the refund will normally be made using the original payment method.
Approved refunds will usually be processed within 10 business days after approval. The time for the funds to appear in the customer’s account may depend on the customer’s bank, card issuer, payment provider, or payment processor.
Refunds may be reduced by banking charges, card charges, payment-provider fees, foreign-exchange costs, third-party fees, or other non-recoverable costs, where permitted by applicable law and payment-provider rules.
Unless stated otherwise, prices may be exclusive of VAT, withholding taxes, sales taxes, duties, levies, or similar charges.
The customer is responsible for providing accurate billing information, VAT identification numbers, tax registration numbers, purchase-order references, and any other invoicing details required for the transaction.
Refunds, credits, or cancellations may require the issue of a credit note or corrected invoice. Any tax adjustment will be handled in accordance with applicable tax law and the original invoicing treatment.
Nothing in this Policy excludes or limits any rights, remedies, warranties, or liabilities that cannot lawfully be excluded or limited under applicable law.
Where mandatory law applies, this Policy will be interpreted subject to that mandatory law.
If there is a conflict between this Policy and a specifically negotiated written agreement signed or expressly accepted by Polis Consulting Limited, the specifically negotiated agreement will prevail for the relevant order.
If there is a conflict between this Policy and the general Terms and Conditions, both documents should be read together as far as possible. For cancellation and refund matters, this Policy will prevail unless the Terms and Conditions or a signed agreement expressly state otherwise.
This Policy and any non-contractual obligations arising out of or in connection with it are governed by the laws of Ireland.
The courts of Ireland shall have exclusive jurisdiction to settle any dispute arising out of or in connection with this Policy, unless mandatory applicable law provides otherwise.
Cancellation and refund requests should be sent to:
Email: [email protected]
Company: Polis Consulting Limited, trading under the Loxias brand
Address: Unit 10, Argus House, Greenmount Office Park, Harold’s Cross Road, Dublin 6W, Ireland
Company registration number: 737553
VAT number: IE4153652OH
