LEGAL
Refund, Cancellation, and Scheduling Policy
Release APX-LGL-V3-DRAFT-2026-07-21 | Last updated July 21, 2026 | Effective date Pending legal approval
This document is prepared for APX launch readiness and should be reviewed by qualified legal/accounting counsel before paid public launch.
# THE APX METHOD™ — Refund, Cancellation, and Scheduling Policy
1. Core principle
APX will handle refunds, cancellations, reschedules, defective-service remedies, and withdrawal requests according to the order snapshot, delivered components, mandatory law, and fair review.
This v3 draft intentionally removes the old provisional percentage allocations. No customer-facing refund formula should be published until counsel/accountant validate it.
2. Mandatory rights override
Any mandatory consumer-law remedy, defective-service remedy, withdrawal right, chargeback right, or statutory compensation right prevails over APX policy wording.
3. Before activation
If a paid order has not been activated and no live session, Diagnosis, LMS access, or personalized service has been delivered, APX should normally provide a full voluntary refund, subject to payment-provider and legal limitations.
4. LMS activation
LMS activation must be clearly defined in the checkout and order record. Working definition for engineering review:
paid LMS entitlement created after verified payment and access email/dashboard access made availableCounsel must confirm whether first login, first content access, or another event is legally safer for remote-contract withdrawal analysis.
5. Live sessions and Diagnosis
Working scheduling rules pending counsel approval:
| Timing of customer request | Working treatment |
|---|---|
| 48+ hours before scheduled session | Reschedule normally allowed where slots exist; refund request reviewed based on order state and mandatory law |
| 24–48 hours before scheduled session | Reschedule may be allowed; refund/cancellation reviewed case-by-case |
| Less than 24 hours or no-show | Session may be treated as used/forfeited unless mandatory law, APX fault, emergency, or fairness review requires otherwise |
| APX cancellation | Customer receives reschedule, replacement session, or appropriate refund/credit depending on context |
| Technical failure caused by APX | Customer receives a fair replacement or remedy |
| Technical failure caused by customer | Reviewed fairly; APX may reschedule where reasonable but is not automatically responsible |
6. Emergency pause
APX may provide a limited emergency pause for serious illness, family emergency, connectivity crisis, or comparable event. Evidence requests must be proportionate and privacy-respecting.
7. Refund ledger
The internal refund ledger should track:
- order price and currency;
- product/catalog version;
- access activation time;
- sessions scheduled, attended, cancelled, rescheduled, missed, replaced;
- recordings delivered/deleted;
- support/follow-up periods delivered;
- APX fault events;
- customer requests and decisions;
- mandatory-law override applied;
- refund amount and rationale.
8. No arbitrary percentages
Do not publish LMS 35%, Diagnosis 10%, live-session 45%, WhatsApp 10%, or similar allocations until validated. The old percentages are retired from customer-facing use.