Returns policy.

1.1This policy covers purchases of IASME-related products and services made through www.figgroup.co.uk, including Cyber Essentials and Cyber Essentials Plus services where offered for online purchase.

1.2For IASME certification services, the contracting entity is Fig Compliance Ltd (company number 16857592, VAT number 506692774), part of Fig Group.

1.3The website operator and data controller for website operations is The Fig Group Limited (ICO registration number ZC072182). Platform services may be provided by Fig Technology Ltd (VAT number 508676562, company number 16869280).

1.4References in this policy to Fig Group, we, us, and our include Fig Compliance Ltd where it is the service provider for IASME products.

2.1By purchasing any IASME product through our website, the buyer expressly acknowledges and agrees that the order triggers immediate setup activity with IASME, including credential and/or scheme registration actions.

2.2At the point of purchase, we incur third-party fees and operational costs linked to IASME scheme processing. These costs are generally incurred immediately and are not recoverable by us.

2.3Accordingly, once an IASME order is accepted and processing begins, the purchase is non-refundable except where a refund is expressly required by law or expressly stated in this policy or the applicable service terms.

3.1The buyer authorises us to begin performance immediately after checkout, including initiating IASME-linked setup and administration tasks.

3.2Where the buyer is a business customer, no cancellation right applies after purchase unless we agree otherwise in writing.

3.3Where the buyer is a consumer and UK cancellation law applies, the buyer expressly requests immediate performance and acknowledges that cancellation rights may be lost once digital or service performance has begun, to the extent permitted by law.

4.1We may provide a refund (in full or part, as appropriate) in the following cases:

4.1(a)duplicate payment for the same order caused by a technical billing error;

4.1(b)payment taken where we confirm that no IASME setup, credential creation, or scheme processing was initiated;

4.1(c)a pricing or payment processing error caused by us;

4.1(d)any specific refund commitment expressly stated in the applicable service terms (for example, a clearly defined service-level refund guarantee); and

4.1(e)any refund we are legally required to provide under applicable law.

4A.1Cyber Essentials orders that are advertised with our six-hour certification guarantee are eligible for a refund if a compliant submission is not certified within six UK working hours.

4A.2The guarantee applies only where the buyer has supplied a complete and compliant Cyber Essentials submission, all requested information is available, and the submission is made before midday on a UK business day.

4A.3The guarantee does not apply to delays caused by incomplete answers, scheme scoping issues, missing evidence, buyer availability, IASME platform outages, payment issues, or remediation needed before certification can be issued.

5.1Subject to clause 4 and mandatory legal rights, refunds are not available for:

5.1(a)change of mind after purchase;

5.1(b)incorrect product selection by the buyer, including selecting the wrong service level or scope;

5.1(c)assessment outcomes that are not pass outcomes, where remediation or resubmission is required;

5.1(d)delays or inability to complete caused by missing, inaccurate, or late buyer information; and

5.1(e)any order where IASME credential setup, scheme registration, or equivalent third-party processing has already started.

6.1Refund requests must be submitted in writing to enquiries@figgroup.co.uk and should include the order reference, organisation name, purchase date, and the reason for the request.

6.2We aim to acknowledge refund requests within 2 UK Business Days and issue a substantive decision within 10 UK Business Days, subject to any required verification checks.

6.3Approved refunds are returned to the original payment method unless otherwise agreed in writing.

7.1Before raising a card chargeback, buyers should contact us first so we can investigate quickly.

7.2If a chargeback is raised, we may provide order logs, timestamps, and setup/credential activity records to the payment processor or card issuer to evidence service commencement and policy acceptance.

8.1Nothing in this policy excludes or limits any rights that cannot be excluded under applicable UK law, including rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.2Where mandatory law gives the buyer stronger rights than this policy, mandatory law prevails to that extent.

9.1We may update this policy from time to time for legal, operational, or scheme-related reasons.

9.2The version published on this page at the time of purchase applies to that purchase unless a change is required by law.