Refund notice

Last updated 19 August 2026. Softmatrixhub does not collect payment on this website. Refunds apply to invoices we have issued and you have paid.

Eligibility

A refund request must name the programme, the invoice number, and the email used to book. We refund the person or company named on the invoice, not a third party.

Timeframe to ask

Write to hello@softmatrixhub.digital at least 14 days before the first taught session of a multi-week programme, or 7 days before a two-day lab or Channel Mix Desk. Board Briefing retainers must be cancelled 10 days before the booked half-day.

Full refund

If you meet the notice periods above, and we have not already delivered materials unique to your pack (Board Briefing), we refund 100% of the programme fee paid, excluding any card or bank charges your bank keeps.

Partial refund

If you withdraw after the notice period but before week three of the Usage Cohort Atlas or Retention Ledger, we retain 35% of the fee for the reserved seat and refund the rest. After week three begins, we do not refund remaining weeks; you may still attend recordings where we offer them.

Non-refundable items

Travel to Oldtown Of Aigas, hotels, and your own data-query costs are never refunded by us. A Board Briefing that has already received your pack is non-refundable once Rowan has started written notes, even if you skip the live hour.

If we cancel

If Softmatrixhub cancels a cohort from our side, you receive a full refund of fees paid for that cohort, or a transfer to a later date if you prefer. We are not responsible for non-refundable travel you booked without waiting for our confirmation email.

Process

Email hello@softmatrixhub.digital with the subject “Refund” and the invoice number. We confirm receipt within three working days and say whether the request is full, partial, or declined, with a short reason.

Processing time and method

Approved refunds are sent by the same method as the original payment (bank transfer or the card rail our accountant used) within 14 working days of approval. We do not refund in cash or in unused programme credit unless you ask for credit in writing.

Cancellation by you during a programme

Missing sessions is not an automatic refund. If illness or a production incident stops you presenting, tell us; we may offer a single deferral to the next atlas rather than money back, at our discretion.

Exceptions

Statutory consumer cooling-off rights, where they apply to a distance booking, are honoured. If they conflict with the notice periods above, the law wins. Chargebacks should be a last resort; talk to us first so we can match the invoice.

Contact for refund requests

hello@softmatrixhub.digital · 070 5197 4989 · 47 Horsefair Green; City: Oldtown Of Aigas; Zip code: IV4 0RX; Country calling code: +44; Country: United Kingdom