Refund and Cancellation Policy
Last updated: 20/11/2025
This Refund and Cancellation Policy explains how refunds and cancellations work for website packages and related services purchased from Qivo Innovation Limited (“Qivo”, “we”, “us”) via qivo.co.uk or any written proposal accepted by you.
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company number: 16795234 qivo.co.uk
Qivo supplies professional web and digital services mainly to business customers. Nothing in this Policy limits or excludes any legal rights you may have as a consumer under UK law.
1. How our pricing works
Our website packages (Lite, Growth, Pro and Ecom) include:
A one off setup fee to cover planning, design and build work
An ongoing monthly fee for hosting, platform, security, support and small updates qivo.co.uk
Your order or proposal will set out:
The package chosen
The setup fee and first monthly payment
Any minimum term (if applicable) and renewal arrangements
2. Deposits and setup fees
2.1 The setup fee (or any agreed deposit) is payable when you accept our proposal or place an order.
2.2 Because each website is designed and configured specifically around your business, setup work usually begins very quickly, often within a few days of payment.
2.3 If you cancel before we start work:
We will refund the setup fee you have paid, minus any non recoverable costs we have already incurred on your behalf, such as domain registration, premium stock assets or software licence fees.
2.4 If you cancel after we start work:
Once planning or design work has begun, setup fees and deposits are normally non refundable, except as set out in section 5 (Consumers and cooling off period) and section 6 (Problems with our service). This reflects the time and specialist work already carried out on your project.
3. Monthly fees, renewals and cancelling ongoing services
3.1 Monthly fees cover the ongoing operation of your website (hosting, platform, SSL, domain, updates and basic content changes, as described in your package). qivo.co.uk
3.2 Unless your order specifies a longer minimum term, monthly services renew on a rolling basis.
3.3 You may cancel ongoing monthly services by giving at least 30 days written notice to hello@qivo.co.uk. Any fees already paid for the current billing period are non refundable, unless we have failed to provide the services with reasonable care and skill and cannot put this right as described in section 6.
3.4 When ongoing services end, we will confirm what happens to your website, domain and any platform access so you can make alternative arrangements if you wish.
4. Change of mind, delays and non cooperation
4.1 Outside any legal cooling off rights (see section 5), we cannot offer refunds where:
You change your mind about the project after work has started
You decide not to go ahead with a launch, even though the website meets the agreed specification
You choose not to use the website or services after they are provided
4.2 You are responsible for providing content, feedback and approvals in a timely way. If delays on your side prevent us from completing the website within the typical build time shown on our pricing page (for example, “built in 7 days” or “10 to 14 day build”), this will not, in itself, give a right to a refund. qivo.co.uk
4.3 If your delay or non cooperation causes significant disruption, we may pause the project and invoice for work completed and any committed third party costs.
5. Consumers and the 14 day cooling off period
5.1 Qivo mainly serves business customers. However, if you purchase as a consumer (that is, acting wholly or mainly outside your trade, business or profession) and buy from us online, you may have a legal right to cancel certain contracts within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Legislation.gov.uk+1
5.2 For service contracts bought at a distance, the 14 day period normally runs from the day after the contract is made. For digital content supplied online, the right to cancel can be lost once the content is fully supplied with your express consent. Business Companion+1
5.3 Because our websites are custom built and typically delivered within 7 to 14 days, you will usually be asked to:
Give your express request for us to start work during the 14 day period, and
Confirm that you understand this may affect your right to cancel and your entitlement to a refund. Business Companion+1
5.4 If you are a consumer and you cancel within 14 days:
If we have not started work, we will refund all payments received.
If we have begun work but not finished, you may be required to pay a proportionate amount for the work already completed and any non refundable third party costs. Any remaining balance of the setup fee will be refunded. Research Briefings+1
If the website or digital service has been fully provided within the 14 days, and you gave express consent acknowledging that your cancellation right would be lost once the service was fully performed, you may not be entitled to a refund. Business Companion+1
5.5 Where consumer rights apply, this Policy will be interpreted in a way that is consistent with those rights. If there is any conflict, your statutory rights will take priority.
6. Problems with our service
6.1 For consumers, UK law says that services must be provided with reasonable care and skill and within a reasonable time. Legislation.gov.uk+1
6.2 If you believe we have not met this standard, please contact us as soon as possible. Depending on the circumstances, you may be entitled to:
Repeat performance so that we fix the issue within a reasonable time and at no extra cost, or
A price reduction which may be up to a full refund if the problem cannot be fixed or if you have received little or no benefit from the service. pembrokeshire.gov.uk+2Trading Standards+2
6.3 For business customers, our liability will be limited as set out in our main Terms and Conditions, but we will always act reasonably and try to resolve any genuine problem.
7. Third party costs and non refundable items
Certain items are normally non refundable once ordered, for example:
Domain registrations and renewals
Third party platform or app subscriptions that we set up on your behalf
Premium themes, templates, plugins or stock assets where the supplier does not offer a refund
If we have purchased any such items specifically for your project, we may deduct these from any refund due.
8. How to request a cancellation or refund
To cancel a service or request a refund, please email:
hello@qivo.co.uk
Include:
Your name and company name
Website package or project reference
The date you placed your order
Whether you are acting as a business or a consumer
A brief explanation of your request
We will review your request and respond within 14 days. Where a refund is approved, we will process it using the original payment method where reasonably possible.
