Cancellation and Refund Policy

Purpose and scope

This Policy applies to fixed-scope Packages, Subscriptions, Custom Projects, professional and managed Services, discovery, setup, onboarding, support, maintenance, Digital Products and every separately identifiable Deliverable supplied by Involvec Solutions Ltd.

It distinguishes cancellation for convenience or change of mind from rights arising because supply is faulty, misdescribed, not performed with reasonable care and skill or otherwise does not conform to the applicable contract.

Mandatory law and fair application

Nothing in this Policy excludes, restricts or delays a right or remedy that cannot lawfully be excluded, restricted or delayed. Consumer rights under applicable law prevail where they conflict with this Policy.

This Policy will be applied proportionately and on the available evidence. We will not retain an amount that would constitute an unlawful penalty, an unfair forfeiture or double recovery.

Business Customers contract on a business-to-business basis and are entitled to refunds only where the applicable Order expressly provides one, we approve one, or mandatory law requires one.

No automatic right to a refund

Except where mandatory law or an express contractual term provides otherwise, payment, cancellation, dissatisfaction, non-use, delayed use, internal budget changes or a change in commercial strategy does not by itself create a right to a refund.

Refund eligibility is assessed against the accepted scope, work performed, Deliverables supplied, external expenditure, Customer conduct, applicable cancellation rights and the remedies required by law.

How to submit a request

A cancellation, refund or billing-review request must be sent from the registered account email to support@involvecsolutions.com and identify the Customer, Order or invoice reference, affected item, relevant dates, reason, supporting evidence and requested outcome.

The Customer must provide information reasonably required to verify identity, payment, authority, scope, delivery and the alleged issue. A request may be paused while necessary information remains outstanding.

A request is not approved until we confirm the outcome in writing. Stopping communication, removing a payment method, refusing delivery or initiating a chargeback does not by itself cancel the underlying Order.

Consumer cooling-off rights for Services

Where distance-contract law gives a Consumer a 14-day cancellation period for Services, the Consumer may cancel within that period subject to the statutory conditions and exceptions.

If the Consumer expressly requested performance during the cancellation period, the Consumer must pay the proportionate value of Services supplied before cancellation. That value may reflect discovery, setup, design, development, configuration, testing, management and other authorised performance actually provided.

The cancellation right ends when the Services have been fully performed where performance began with the Consumer's prior express request and acknowledgement that the right would be lost on full performance.

Immediate Digital Products and digital content

A Digital Product is supplied when download, access, activation, a licence key, source files, software access, account provisioning, a private link or another means of obtaining the digital content is made available.

Where a Consumer gives prior express consent to immediate supply and acknowledges loss of the cancellation right, the change-of-mind cancellation right may end when supply begins.

If the legally required consent or acknowledgement was not validly obtained, the Consumer retains the cancellation rights provided by law. This does not prevent us from relying on any other lawful exception or from assessing use and supply as permitted by law.

Order readiness and commencement

The operational delivery period does not ordinarily begin merely because an invoice is issued or payment is made. It begins when the applicable readiness conditions are satisfied and we confirm commencement through the Customer dashboard or an official Involvec Solutions email.

Readiness conditions may include cleared payment, complete and internally consistent requirements, required content, files, approvals, credentials, access, verification and confirmation that the requested work falls within the purchased scope.

A request to cancel while an Order is awaiting requirements does not automatically produce a full refund where discovery, setup, onboarding, capacity reservation, verification, external purchasing or other authorised work has already occurred.

Cancellation before any performance or commitment

If no discovery, setup, onboarding, project work, capacity reservation, external purchase, Digital Product supply or other performance has begun, an eligible cancellation will ordinarily receive the amount paid for the cancelled item.

A deduction may be made only for a charge that was clearly disclosed, reasonably incurred and lawfully recoverable, including a fair reservation charge or a non-cancellable Customer-specific external cost.

Cancellation after performance begins

Once authorised performance begins, any refund is limited to the net amount attributable to work and supply not yet performed, delivered or irrevocably committed.

We may retain or charge the reasonable value of discovery, consultation, planning, architecture, design, development, configuration, migration, testing, quality assurance, project management, meetings, documentation, setup, work in progress, reserved capacity and other authorised activity already undertaken.

For a Business Customer, reasonable direct loss, committed cost and loss of profit resulting from cancellation may remain payable to the extent expressly provided by the contract and recoverable under applicable law.

Completed, supplied and accepted work

No change-of-mind refund is due for a Service, Deliverable or identifiable part that has been completed, delivered, deployed, activated, transferred, published, demonstrated, approved, accepted or made available through an agreed method.

A later change of preference, brand direction, management decision, budget, intended use, technology choice or commercial strategy does not make conforming supplied work refundable.

Production use, onward supply, publication, approval, instruction to proceed or another act inconsistent with rejection may be evidence that a Business Customer accepted the relevant part, without removing a mandatory remedy for a latent defect.

Staged, partial and divisible supply

An Order may be divided into files, pages, designs, modules, environments, licences, milestones, releases, service periods or other separately identifiable parts. Each part is assessed separately for delivery, value and refund purposes unless the Order expressly states that supply is indivisible.

Cancellation of a later or undelivered part does not unwind the supply, licence, access, ownership position or value of an earlier part already supplied.

Where the Order does not allocate a price to each part, reasonable value may be calculated by reference to time records, agreed rates, complexity, external expenditure, personnel and infrastructure committed, completion percentage, standalone pricing and the benefit made available to the Customer.

What constitutes delivery

1. (a)

   release through the Customer dashboard or authenticated workspace;

2. (b)

   a secure, signed or time-limited download link;

3. (c)

   email to the purchasing account or an authorised contact;

4. (d)

   repository, cloud-storage, hosting-panel, server or administrative access;

5. (e)

   deployment to an agreed staging or production environment;

6. (f)

   transfer of credentials, control, source files or configuration;

7. (g)

   licence activation, account provisioning or enablement of access;

8. (h)

   a handover, demonstration, publication or submission to a third-party platform; and

9. (i)

   written notice that the Deliverable is available through the agreed method.

Failure to access, download or use

A Customer's failure to open, download, test or use an item does not mean it was not delivered where it was made available through an agreed and reasonably accessible method.

A missing, expired, corrupted or inaccessible delivery should be reported promptly. Where appropriate, the normal remedy is verification, redelivery, restoration of access or provision through another secure method rather than a refund.

No refund is due solely because the Customer lost credentials, allowed a link to expire, failed to maintain compatible equipment, used unsupported software or did not preserve a backup after delivery, except to the extent the issue was caused by our breach of duty.

Review, rejection and defect reports

A Customer should review each delivery within the agreed review period or, if none is stated, seven calendar days and identify any material failure against an express requirement with enough detail to reproduce and investigate the issue.

A short review period does not extinguish a Consumer's mandatory rights or a claim concerning a latent defect that could not reasonably have been identified earlier.

A rejection is not valid merely because the Customer prefers a different solution. It must identify a material non-conformity with the accepted Order or a legal quality standard that applies.

Remedies for non-conforming Services

Where a Consumer Service does not conform to the contract, the statutory remedy will ordinarily be repeat performance within a reasonable time, without significant inconvenience and without additional charge, where repeat performance is possible.

Where repeat performance is impossible or cannot be provided within a reasonable time and without significant inconvenience, the Consumer may be entitled to an appropriate price reduction, which may in a serious case amount to the full price of the affected Service.

For Business Customers, the available remedy is determined by the Order, Terms of Business and applicable law and may include correction, reperformance, service credit or damages subject to agreed limitations.

Remedies for non-conforming Digital Products

Where Digital Content does not conform to mandatory legal standards, the applicable remedy will ordinarily be repair or replacement within a reasonable time and without significant inconvenience where that remedy is lawful and possible.

Where repair or replacement is impossible, unsuccessful or not provided within the legally required conditions, the Consumer may be entitled to an appropriate price reduction or refund as required by law.

Nothing in this Policy reduces rights relating to digital content that is not of satisfactory quality, not fit for an agreed purpose, not as described or supplied without the right to supply it.

Opportunity to investigate and remedy

Except where law gives an immediate remedy, the Customer must allow a reasonable opportunity to inspect the evidence, reproduce the issue and provide the applicable repair, correction, reperformance, replacement, redelivery or access remedy.

A Customer who prevents a reasonable remedy, removes access, materially alters the affected work or appoints a third party to replace it before investigation may limit the remedies reasonably available, except where urgent action was reasonably necessary.

Matters that do not constitute non-conformity

1. (a)

   a change of mind, preference, personnel, ownership, budget or business strategy;

2. (b)

   a feature, integration, capacity, compatibility requirement or outcome not included in the accepted scope;

3. (c)

   requirements supplied after commencement or omitted from the original brief;

4. (d)

   failure caused by Customer modification, misuse, unsupported software, insecure configuration or inaccurate Customer data;

5. (e)

   a third-party outage, policy change, account restriction, approval decision or platform action outside our reasonable control;

6. (f)

   a ranking, conversion, revenue, traffic, funding, regulatory, app-store or commercial result that was not expressly guaranteed;

7. (g)

   normal maintenance, browser, operating-system, API or dependency changes occurring after the included support period; and

8. (h)

   delay caused by missing information, content, access, payment, approval, decision or another Customer dependency.

Scope exceeding a Package or Subscription

Where requirements exceed the purchased Package or Subscription, the Order may be placed under scope review and the operational delivery period will not begin or may be paused for the affected work.

We may offer an upgrade, add-on, change order or Custom Project quotation. Refusal to approve additional scope does not make completed discovery, setup, onboarding, validation, reserved capacity or other authorised work refundable.

If the Customer declines the additional scope, any genuinely unperformed balance will be assessed under this Policy after lawful deductions.

Customer delay, suspension and abandonment

No refund is due merely because an Order is delayed or cannot progress due to missing or defective requirements, content, data, access, credentials, payment, decisions, approvals, feedback or Customer systems.

Affected dates may be extended by at least the period of Customer delay together with reasonable validation, rescheduling and remobilisation time. Loss of an original production slot is not a failure by us where it results from Customer delay.

Where prolonged non-cooperation makes performance impracticable, we may suspend or close the Order, retain or invoice the reasonable value of work and commitments already incurred, and require a revised quotation or restart fee before resuming. Any remaining balance will be assessed fairly under this Policy.

Subscriptions and recurring Services

A Subscription may be cancelled to prevent future renewal through the stated account method or by contacting support before the applicable renewal or notice deadline.

Unless mandatory law or the applicable plan states otherwise, cancellation does not retrospectively refund the current billing period, setup, onboarding, reserved capacity, completed management activity, support availability, usage consumed, cloud consumption, licences or external charges.

Where a recurring Service is materially defective, the Customer must report the affected service period and allow the applicable remedy. A defect affecting one period does not automatically entitle the Customer to repayment of earlier conforming periods.

If we terminate a prepaid Subscription without Customer breach and do not supply the remaining prepaid Service, we will refund the net unused amount after deducting supplied setup, delivered value and non-refundable external cost.

Subscription renewals and future law

Renewal terms, reminders, cancellation methods and any cooling-off rights will be operated in accordance with the law in force when they apply.

Where new statutory subscription-contract rules become applicable, this Policy will be interpreted and administered consistently with those rules even if the website wording has not yet been administratively updated.

Setup, onboarding and implementation charges

Setup and onboarding charges compensate discovery, account creation, configuration, migration preparation, access validation, security checks, documentation and technical implementation.

A setup charge becomes earned progressively as the corresponding activity is performed. It is refundable only to the extent that the charged setup activity was not performed or a refund is otherwise required by law.

Deposits, booking fees and reserved capacity

A deposit is security and part-payment against amounts properly due; it is not automatically forfeited merely because an Order is cancelled.

On cancellation, a deposit may be applied against Services performed, Deliverables supplied, work in progress, fair reserved-capacity value, reasonable direct loss and non-cancellable external expenditure. Any lawful surplus is refundable.

A separately identified booking or reservation fee may be non-refundable to the extent that it fairly represents exclusive capacity genuinely reserved, was prominently disclosed before purchase and is not disproportionate.

Third-party expenditure

Domains, hosting, cloud consumption, paid APIs, software licences, app-store fees, advertising expenditure, verification charges, stock assets and other Customer-specific external costs may be non-refundable once ordered, activated, consumed or made non-cancellable by the supplier.

We will not retain an external-cost deduction that we did not incur or that has been fully and finally credited back to us for the Customer. A later Customer-specific supplier credit will be reflected in the final account after lawful deductions.

Payment-provider fees and currency conversion

A refund is calculated from the amount lawfully refundable for the affected supply. Card, payment-provider, foreign-exchange, intermediary-bank or conversion charges are deducted only where the applicable contract and law permit and where the relevant amount is genuinely not returned to us.

Exchange-rate movement may mean the Customer receives a different home-currency amount from the amount originally displayed by their bank. We are not responsible for a bank's or payment provider's conversion rate or separate fee.

Discounts, bundles, credits and promotions

Where part of a discounted bundle is cancelled or refunded, the refundable amount may be recalculated using the standalone price of items retained or supplied where that method was clearly disclosed and operates fairly.

Promotional credits, complimentary items, trial benefits, goodwill credits and non-cash bonuses have no cash refund value unless mandatory law requires otherwise.

A refund cannot exceed the net cash amount actually paid for the affected item after discounts and credits.

Duplicate, unauthorised or fraudulent payments

A verified duplicate charge will be corrected. A claimed unauthorised payment will be investigated against authentication, account, device, payment and delivery records and handled consistently with payment-services and card-network requirements.

No refund is due for a transaction authorised by the Customer or an authorised representative merely because authority was later withdrawn internally or the purchase was not approved under the Customer's internal procedures.

Fraud, fabricated evidence, abusive refund claims, misuse of supplied work or an attempt to obtain both the Deliverable and the payment may result in account restriction, evidence submission, debt recovery or legal action, without preventing a legitimate statutory claim from being considered.

Chargebacks and payment disputes

Customers are encouraged to contact support@involvecsolutions.com before initiating a payment dispute so that delivery, scope and billing records can be reviewed. This does not restrict a non-waivable right to contact a bank, card issuer, payment provider, court or regulator.

We may provide the payment provider with the accepted Order, applicable policy record, checkout consents, requirements, communications, invoice, delivery logs, access and download events, repository activity, deployment records, progress updates and acceptance evidence.

A chargeback or payment reversal does not by itself terminate the Order, establish that supply was defective, transfer ownership of unpaid Deliverables or extinguish an amount lawfully due. Access, licences, support or further performance may be suspended while payment remains reversed or disputed, subject to applicable law.

Company cancellation or inability to supply

If we cancel an undelivered item without Customer breach, or are unable to supply it for reasons primarily within our control and cannot offer a reasonable substitute or revised timetable accepted by the Customer, we will refund the net amount properly attributable to that undelivered item.

This does not require repayment of conforming delivered value, completed work or Customer-specific non-cancellable external expenditure, but deductions will not be made where doing so would be unfair or contrary to mandatory law.

Full refunds and continuing use

Where a full refund is issued for a Digital Product, licence, source file or other Deliverable, the Customer must cease use and, where reasonably requested and lawful, delete or return the refunded item and credentials and confirm that it has done so.

A refund does not transfer intellectual-property ownership. Rights in refunded or unpaid Deliverables remain governed by the Terms of Business and applicable Order.

Refund calculation

An approved refund is calculated from cleared funds actually received for the affected item, less the objectively supportable value of conforming supply delivered or performed, authorised work in progress, fair reserved capacity, non-refundable external expenditure and other deductions permitted by the contract and law.

The calculation may use contemporaneous time records, milestone values, standalone prices, completion evidence, external invoices, resource commitments and the value or benefit made available. We may provide a reasonable summary of the calculation where appropriate.

The calculation will not produce double recovery. Where an amount properly due exceeds the amount already paid, we may issue a final invoice to a Business Customer and, where legally recoverable and fairly calculated, to a Consumer.

Refund method, destination and timing

An approved refund is normally returned to the original payment method. We may require identity, authority or bank verification where the original method cannot receive the refund or anti-fraud controls reasonably require verification.

We will initiate a required refund within the applicable statutory deadline or, where no specific deadline applies, within a reasonable period after approval and receipt of the information reasonably required to process it.

Processing time after initiation is controlled by the bank, card network or payment provider. We are not responsible for a delay caused solely by those institutions, inaccurate recipient details or legally required verification.

Goodwill, settlements and no admission

A discretionary credit, refund, extension, free work or settlement offered as goodwill does not create a precedent, amend this Policy for other Orders or constitute an admission of breach or liability unless the written settlement expressly states otherwise.

Complaints and external rights

A Customer who disagrees with a refund decision may use the published Complaints Handling Procedure and identify the disputed finding, calculation or evidence.

Nothing in this Policy prevents a person from seeking independent legal advice, using a competent court or tribunal, contacting a payment provider or exercising a regulatory or statutory remedy that cannot lawfully be restricted.

International customers

Customers outside the United Kingdom may have mandatory rights under the law that applies to them. This Policy applies subject to any mandatory local protection that cannot lawfully be displaced by the contract's governing-law clause.