Last Updated: 15 Nov 2025
Version: 1.0
Scenario Lab is committed to delivering high quality, immersive learning experiences through our interactive AML training game and supporting educational materials. This Customer Guarantee outlines the standards you can expect from us and the commitments we make to all clients and learners who engage with our training products.
We guarantee that all ScenarioLab training content is developed by subject matter specialists, reviewed for accuracy, and designed to support effective learning. Our content is regularly reviewed and updated to reflect best practice, regulatory expectations, and emerging trends in financial crime prevention.
We guarantee that all learning materials, in-game content, scenarios, and supporting documentation provided as part of your training access will be relevant, accurate, and aligned to industry standards. Updates will be applied to ensure the content remains current and appropriate for professional development.
We guarantee that our training will be designed to promote participation, engagement and applied learning. The game environment is structured to be intuitive, interactive and accessible, offering a positive learning experience for individual learners and corporate teams.
We guarantee that customers will have access to clear instructions, support resources and points of contact for any queries relating to course access, technical difficulties or training completion. Support enquiries will be responded to within reasonable timeframes as outlined in our standard support processes.
We guarantee that all required materials for completing ScenarioLab training will be provided, including digital content, instructions, learning resources and completion evidence (where applicable). These materials remain available for the duration of the purchased licence.
ScenarioLab offers a money back option where a customer feels that the training has not met the reasonable standards set out in this Customer Guarantee. This option is available under the following conditions.
To request a refund, customers must submit a written request within 30 days of completing the training program. The request must clearly describe why the training did not meet expectations or where the experience fell short of the commitments within this policy.
Learners must have completed the full training experience, including all interactive elements, scenarios and required actions. Refunds cannot be offered where a learner has not completed the training in full, unless the complaint relates to technical access issues.
All refund requests will be reviewed by ScenarioLab. Assessment may include examining completion data, engagement statistics, support correspondence or feedback provided. We may contact the customer for clarification before reaching a decision.
If a refund request is approved, the refund will be processed using the original payment method within 30 days of the approval. Refunds apply to the course access fee only and do not apply to corporate licences, bulk access agreements or custom integration costs.
ScenarioLab reserves the right to decline refund requests that show signs of misuse or unreasonable behaviour, such as repeated refund claims or attempts to access training without payment.
ScenarioLab aims to deliver high quality, engaging and impactful AML training. This Customer Guarantee demonstrates our commitment to transparency, professional standards and customer satisfaction. We welcome feedback at all stages of the learning journey and use it to continually improve our content and service. Any complaints received will be dealt with in accordance with our Complaints Policy.
