Refunds & Cancellation Policy
When a refund is available, when it is not, and how to cancel a service.
This policy covers refunds and cancellations for services bought from Crivox Web Solutions. It should be read with our terms of service.
Design and development projects
Project work is charged for time and expertise already applied, so refunds depend on the stage reached.
- Before work begins. If you cancel before we start, the deposit is refundable in full, less any third-party costs already committed on your instruction.
- After work begins. The deposit becomes non-refundable. If you cancel mid-project, you are invoiced for work completed to that point and any committed third-party costs. Anything already paid beyond that is refunded.
- After delivery. Once the work has been delivered and approved, it is not refundable. Defects in what we built are corrected free of charge — see below.
Defects
If something we built does not work as agreed, tell us and we will fix it at no charge. This covers faults in our work. It does not cover changes of mind, new requirements, faults in third-party services, or problems caused by changes made by someone else after handover.
Hosting
- First 14 days. A new hosting plan can be cancelled within 14 days of activation for a full refund of the hosting fee.
- After 14 days. Hosting is refunded on a pro-rata basis for whole unused months remaining in the term, less any setup or migration work already carried out.
- Suspension for breach. No refund is due where an account is suspended or terminated for breach of our terms.
On cancellation we will provide a copy of your site files and databases on request. Please request them before the end of the term, as data may be removed after the account closes.
Domains
Domain registrations, transfers and renewals are not refundable. Once a domain is registered, the fee has been paid to the registry and cannot be recovered by us. This applies even where the domain was registered in error, so please check the spelling before confirming.
Renewal prices are set by the registry and may differ from the first-year price. Where a domain is renewed automatically, you may cancel auto-renewal at any time before the renewal date by writing to us.
Third-party costs
Stock imagery, premium fonts, plugins, licences and subscriptions bought on your behalf are not refundable once purchased, as they are non-returnable to their supplier.
How to cancel or request a refund
Contact us through our contact form using the email address on the account, stating the service and the reason. We will acknowledge within 24 hours.
Approved refunds are issued to the original payment method within 7 to 10 working days of approval. Timing at your bank is outside our control.
Disputes
If you are unhappy with an outcome, contact us first — most issues are resolved directly. Unresolved disputes are governed by the terms set out in our terms of service.