Refund and Cancellation Policy

This policy explains when SORVI AI LTD gives refunds for SorviAI subscriptions, and what happens when you cancel. It forms part of our Terms of Service. SorviAI is offered only to businesses acting in the course of their trade, business or profession. Our full company details are on our company information page. If there is any conflict between this policy and a signed order form, the order form wins, except that nothing in either one reduces rights the law gives you.

What this policy does not cover

• Refunds between our customers and their own customers. Businesses use SorviAI to issue their own invoices, credit notes and refunds. Those are transactions between that business and its customer. We are not a party to them and cannot intervene.
• Dealings with a business whose storefront runs on SorviAI. Storefronts built on SorviAI show a business’s own products and take enquiries; they have no checkout, and nothing is bought from us through them. If you went on to buy from that business, the sale is between you and the seller, and the seller’s own returns and refunds policy applies. Contact the seller.
• Anything bought through a reseller or partner. If you did not buy directly from us, your refund rights are with the party that invoiced you.

SorviAI is sold as a subscription on the Finance, Inventory, Worklink, TeamEmail, Repairs, Storefront and Nest plans, and the SorviAI Orbit bundle, priced per seat. Each plan includes the seats shown on our pricing page and at checkout, including any seat it gives free of charge, and each additional seat is charged on top. A seat is a user with active access to an application your plan covers.

VAT

SORVI AI LTD is not registered for VAT, so no VAT is added to our prices. A UK company must register once its taxable turnover passes the VAT registration threshold, currently £90,000. If we register, VAT at the standard rate will be added to invoices issued after the date of registration, and we will tell workspace account owners at least 30 days beforehand. A SorviAI subscription is a service, and is treated the same way in Northern Ireland as in the rest of the United Kingdom.

Payments are taken by our payment provider, which holds your card details. We do not store them ourselves. Your invoices are available from the same place you manage your subscription.

A workspace can take a free trial of each standalone application once. A trial lasts 30 days. When it ends, the application stays readable but cannot be changed for 7 more days, and then it locks. During the trial you have access to that application and you are not charged anything. No payment card is needed to start a trial, and nothing is charged until you choose to subscribe through checkout.

You do not need to cancel a trial. It never turns into a paid subscription by itself, so there is no charge and no obligation. We email you 3 days before your trial ends, so that you can decide whether to subscribe.

The trial is why this policy can be firm. The general rule below says that we do not usually refund a period that has already begun, and that is only a fair position because you can evaluate the whole product first at no cost.

You can cancel at any time. There is no cancellation fee, no notice period and no requirement to tell us why. Your cancellation takes effect at the end of the billing period you are in.

How to cancel

A platform administrator of the workspace can cancel from Admin, then Plan, which opens the secure self-management page hosted by our payment provider; there is no cancel button inside SorviAI itself. You can change your payment method there too. Administrators of a single application cannot cancel. If one subscription pays for several applications, cancel it from Admin, then Payment and invoices.

If your workspace was set up by arrangement with us rather than bought through that checkout, there is nothing for you to manage there. Email [email protected] from an address on the account and we will cancel it for you, and confirm by email the date on which it ends. The same applies if you cannot reach the screen for any other reason.

What happens next

• Your subscription is marked as cancelled and will not renew.
• You keep full access until the end of the period you have already paid for. We do not cut you off the moment you cancel.
• When that period ends, every application locks at once and only the sign-in and billing screens respond. There is no window afterwards in which to export, so export what you need before your paid period ends. The section on your data when you cancel covers this.
• We do not delete your workspace automatically. You can subscribe again through checkout and pick up where you left off; a second free trial of the same application is not available.

Subscription fees are charged in advance and are generally non-refundable once a billing period has started. Cancelling stops future charges rather than reversing past ones, and we do not refund partial periods or time you did not use.

We take this position for two reasons: you can trial the product in full before paying, and your plan is provisioned and available to you for the whole period whether or not you sign in. The two sections that follow set out where we do refund, and where the law gives you rights that override this general rule.

These are commitments, not favours. If one of them applies to you, ask and we will honour it. Our team handles every refund by hand.

Beyond these

If your situation is not in the table but you think a refund is fair, write to us and explain. We would rather look at it properly than hide behind the policy. We may agree a full or partial refund at our discretion, and doing so once does not oblige us to do it again.

So that expectations are clear, these are the cases where the answer is normally no.

None of this affects your rights under the law, which are covered next.

Nothing in this policy removes rights the law gives you. SorviAI is sold to businesses, including sole traders and partnerships buying for their business, so consumer cancellation rights do not apply to your subscription, and your rights are those set out in this policy, in our Terms of Service and in the law that governs them. The law implies into a business contract for services a term that the service will be supplied with reasonable care and skill (Supply of Goods and Services Act 1982, s.13); how far our Terms limit that is subject to the reasonableness test in the Unfair Contract Terms Act 1977. Nothing in this policy affects any right a consumer has by law that cannot be excluded.

Upgrading and downgrading

Plan changes are made by our team. Email [email protected] from an address on the account; you cannot change plan yourself inside SorviAI. An upgrade or a downgrade takes effect as soon as our team makes it. Our team makes the change in our payment provider, which works out the difference pro rata and shows it on your next invoice.

Users you add or remove

Seats follow your headcount. When you give someone access to an application your plan covers, their seat is added; when you remove their access or deactivate them, it is taken away. For a subscription bought through our checkout, each change is prorated and appears on your next invoice: an added seat costs only the rest of the period, and a removed seat earns a credit for the rest of the period. You do not pay for a full period of a seat you gave up part-way through.

If SorviAI is unavailable for an extended period through our fault, you may be entitled to a pro rata refund under the section on when we do give refunds. Write to us and tell us what you could not do, and when. There is no service level agreement and no automatic service credit: our team looks at each case by hand, on the facts you give us and our own records.

Scheduled maintenance that we announce in advance does not qualify, and neither does an outage caused by something outside our reasonable control, such as a failure at your own internet provider.

If a payment fails, your subscription moves to a past due state, and our payment provider retries the payment automatically, up to 8 attempts over 2 weeks. We do not send our own email when a payment fails; our payment provider may email you about it.

While a subscription is past due your workspace becomes read-only. You and your team can still sign in, read everything and export lists as CSV or Excel; what stops is creating and changing records and exporting reports, including the VAT return PDF. Access returns to normal as soon as the outstanding amount is paid.

Suspension is not deletion. Your data stays where it is. An unpaid account is not closed or deleted automatically. If an amount stays unpaid for 30 days after it fell due, our team may suspend the workspace by hand; a suspended workspace cannot be signed in to until it is restored.

We do not add late fees of our own. The Late Payment of Commercial Debts (Interest) Act 1998 gives us a statutory right to interest on late payments at 8% a year above the Bank of England base rate, and to fixed compensation of £40 for a debt under £1,000, £70 for a debt from £1,000 to under £10,000, and £100 for a debt of £10,000 or more, plus reasonable recovery costs. We may choose not to claim them.

To request a refund, email [email protected] from an address on the account, with the invoice number and a short explanation.

• Refunds go back to the payment method that was charged. We cannot send a refund to a different card, account or person.
• We approve or decline a request within 5 working days of receiving it.
• Once approved, the money usually reaches you within 5 to 10 working days, depending on your bank.
• Refunds are issued in the currency you were charged in. If exchange rates moved between the charge and the refund, the amount in your local currency may differ slightly. That difference is your bank’s, and not ours to make up.
• Credit notes are not produced automatically: our team prepares a credit note by hand if you ask for it.

SorviAI holds your accounting records, your customer and supplier lists and, if you use Worklink, your employee records. You may be legally required to keep some of it for years. We will never use deletion as leverage in a billing dispute.

• When a paid period ends after cancellation, every application locks at once and only the sign-in and billing screens respond. There is no later window in which to export, so export before your paid period ends.
• Export today works per module. Lists of documents, contacts, items and repair tickets export as CSV or Excel, up to 20,000 rows per export; reports export as CSV, Excel or PDF, except Worklink reports, which export as CSV only; single documents download as PDF. Nest files download one file at a time. TeamEmail, Storefront, POS and Escalate have no export, and there is no single export of a whole workspace.
• We do not delete your data automatically when your subscription ends. It stays in our systems until you ask us to delete it; we then delete it from our live systems within 30 days of your written request, and backup copies are overwritten within 7 days after that, as described in our Privacy Policy. Deletion is permanent and we cannot reverse it.
• If you need your records after the end, you can subscribe again through checkout, which unlocks the applications.

Your UK record-keeping duties

UK businesses must keep their records for set periods after you leave SorviAI: for example, VAT records for six years, and company accounting records for three years (private companies) or six years (public companies) under the Companies Act 2006. Making Tax Digital requires VAT records to be kept digitally. That duty stays with you. Our database backups are kept for seven days so that we can recover the service; they are not an archive and cannot stand in for your own retention. Export and keep your records before your subscription ends.

If you think a charge is wrong, please contact us first. We can usually resolve it within a day, and the section on when we do give refunds commits us to refunding incorrect charges in full with no time limit.

Raising a chargeback with your bank instead takes weeks, and while it is open the disputed amount counts as unpaid, so the workspace becomes read-only, as it does after a failed payment. If a chargeback is decided in our favour we may require the disputed amount, plus any fee our payment provider charged us, before full access returns. We would much rather sort it out with you directly. Nothing here limits the protection your card issuer gives you.

We may update this policy. The version and effective date at the top tell you which version you are reading. This is the first published version. Every later version will be published here with its date, and earlier versions will be kept at this address.

Changes that reduce your rights apply from your next billing period and never retrospectively, and we give the workspace owner at least 30 days notice by email. If you do not accept a change, you can cancel before it takes effect, and we refund any amount you have paid for the time after that date.

For anything about billing, cancellation or a refund, use the details below. If you are unhappy with a decision, say so and ask for it to be reviewed. We would rather fix a problem than lose a customer over it.

Our full company details are on our company information page.

Six words this policy uses in a specific billing or legal sense rather than a general one.