Refund and Cancellation Policy

This policy explains when [REGISTERED COMPANY NAME] gives refunds for SorviAI subscriptions, and what happens when you cancel. It forms part of our Terms of Service. If there is any conflict between this policy and a signed agreement we have with you, the signed agreement wins.

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.
• Purchases from a storefront built on SorviAI. If you bought goods from an online shop that happens to run on our platform, 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 [PLAN NAMES] plans. [WHAT A SUBSCRIPTION IS PRICED ON]

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.

New workspaces start with a free trial of [TRIAL LENGTH] days. During the trial you have access to [WHICH PLAN OR FEATURES] and you are not charged anything.

[IS A PAYMENT METHOD REQUIRED TO START A TRIAL, AND WHEN IS THE FIRST CHARGE TAKEN]

If you do nothing when the trial ends, [WHAT HAPPENS AT THE END OF A TRIAL] You can cancel at any point during the trial, with no charge and no obligation.

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.

How to cancel

A workspace owner or administrator can cancel from [BILLING SETTINGS PATH IN THE PRODUCT], which opens the secure self-management page hosted by our payment provider. You can change your payment method there too.

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 [BILLING CONTACT EMAIL] from an address on the account and we will cancel it for you. 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.
• At the end of that period you have [GRACE PERIOD] to export anything you need. The section on your data when you cancel covers this.
• You can restart a cancelled subscription at any time before your data is deleted, and pick up where you left off.

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.

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 statutory rights, which are covered next.

Nothing in this policy removes rights the law gives you.

If you are a business

Most SorviAI customers subscribe as a business. Consumer cancellation rights generally do not apply to business contracts, so your rights are those set out in this policy and in our Terms of Service.

If you are a consumer, or a sole trader buying outside your trade

You may have a statutory right to cancel a distance contract within 14 days of entering into it. Because SorviAI is a digital service supplied immediately, that right can be lost once supply begins with your agreement, but where it applies we will honour it in full and refund you.

You also have statutory rights if a digital service is not supplied with reasonable care and skill, is not as described, or is not fit for purpose. Those rights sit alongside the section on when we do give refunds, and are not limited by it.

Upgrading

Takes effect immediately. We charge the difference for the remainder of your current period, calculated pro rata, and your next full charge reflects the new plan.

Downgrading

Takes effect at the start of your next billing period. You keep the higher plan until then, and we do not refund the difference for the current period.

“Downgrade takes effect next period, upgrade takes effect now” is standard across the industry, but it reads as sharp practice if you have not met it before. The reasoning is simply that you keep what you already paid for until the period you paid for ends. You are never charged twice for the same window, and you are never cut short inside one.

Capacity you do not use

What you subscribe to is a capacity you reserve rather than a usage meter. If your plan covers more than you end up using in a period, that period is still charged in full. You can reduce what you are subscribed to for the next period at any time.

If SorviAI is unavailable for an extended period through our fault, you may be entitled to a service credit or 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.

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. We email the workspace owner, and our payment provider retries the payment on its own schedule over the following [RETRY WINDOW].

While a subscription is past due your workspace becomes read-only. You and your team can still sign in and read everything, and you can still export; what stops is creating and changing records. Access returns to normal as soon as the outstanding amount is paid.

Suspension is not deletion. Your data stays where it is. If the account remains unpaid for [SUSPENSION LIMIT], we may close it and delete the data as described in the section on your data.

[LATE FEE POSITION]

To request a refund, email [BILLING CONTACT EMAIL] 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 aim to approve or decline a request within [DECISION DAYS] working days of receiving it.
• Once approved, the money usually reaches you within [SETTLEMENT DAYS] 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.
• Where tax was charged, the refund includes the tax and we issue a credit note for your records.

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, you have [GRACE PERIOD] in which to sign in and export.
• Export covers your core records in [FORMATS, FOR EXAMPLE CSV AND PDF], from [EXPORT LOCATION IN THE PRODUCT].
• After that, we delete your data as described in our Privacy Policy. Deletion is permanent and we cannot reverse it.
• If you need longer, ask before the window closes and we will extend it where we reasonably can.

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 we may suspend the workspace. If a chargeback is decided in our favour we may require the disputed amount, plus any fee our payment provider charges us, before restoring access. We would much rather sort it out with you directly.

We may update this policy. The version and effective date at the top tell you which one you are reading, and previous versions remain available at [ARCHIVE URL].

Changes that reduce your rights apply from your next billing period and never retrospectively, and we give the workspace owner at least [NOTICE PERIOD] notice by email. If you do not accept a change, you can cancel before it takes effect.

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.

Five words this policy uses in a specific billing sense rather than a general one.