Refunds & Cancellation

This page explains the difference between statutory withdrawal, ordinary project cancellation, and a refund. The route that applies depends on whether you are acting as a consumer or a business, your country, the date and state of your order, the work already supplied, and the agreement and Order/SOW accepted for that order.

The published page will show its version and effective date. Your order record will identify the exact policy, agreement, and Order/SOW versions accepted for your project. A later policy update does not silently replace the versions attached to an earlier order.

Use the withdrawal route if you entered a distance contract as a consumer and the withdrawal right is still available under the law and documents applicable to your order. You normally do not need to give a reason. Your withdrawal notice and country agreement state the period, available methods, and legal consequences.

Use the cancellation route if the statutory withdrawal route does not apply, has ended, or you want to end the project under a contractual or legal ground. The applicable agreement and Order/SOW determine the notice method, work cutoff, correction rights, treatment of project materials, and financial calculation. Mandatory rights still apply.

A refund can follow a valid withdrawal or cancellation, or another established ground such as a duplicate or incorrect payment, failure to supply, or an unresolved non-conformity where the applicable contract or law provides that remedy. A refund is not approved merely because a request was submitted.

If your Order is a consumer distance service contract, your country agreement and withdrawal notice explain whether a statutory withdrawal period applies, when it starts, when it ends, how to exercise the right, and any exceptions. Where the common EU service-contract rules apply, the usual period is 14 days from conclusion of the contract. Country rules can differ, and the exact rule for your order is the one identified in your accepted documents.

You may submit an unambiguous withdrawal statement through every method listed in your withdrawal notice. Where applicable to an order concluded through an online interface, Servicify will also provide the required online withdrawal function, confirmation step, and durable receipt. That function does not remove other lawful withdrawal methods.

A custom website service is not automatically excluded from a consumer's withdrawal right merely because its design or implementation is prepared for one customer. The applicable country contract and mandatory law control.

Paid implementation does not start early merely because you accepted the contract or paid the first 50%. If work is to begin before an applicable withdrawal period ends, Servicify requires a separate, valid request for early performance and any acknowledgment required for your country. The safe default is no early work without that evidence.

The separate request may be presented as an unchecked checkbox at checkout or the payment step. It is not bundled with contract acceptance or payment, is not Start Confirmation and does not start work by itself. After every Start Condition is complete and the first payment is verified, Servicify separately issues Start Confirmation or a specific blocker notice under the Delivery & Fulfilment Policy.

If you validly requested an early start and then withdraw before full performance, you may have to pay only the proportionate amount legally due for services supplied before Servicify received your withdrawal notice. The calculation uses the applicable country rule, the agreed total price or other lawful value basis, and the project work and value evidence.

The first 50% payment is an advance against the implementation price. It is not automatically non-refundable and is not automatically retained in full because work started. Any refundable balance is calculated from verified money received less only the amount that may lawfully be retained. Missing required information or invalid early-start evidence can affect whether any amount may be charged for work supplied during the withdrawal period.

Where applicable law permits the withdrawal right to end after full performance, that consequence applies only when the service has been fully performed and every required consent, acknowledgment, and information condition has been satisfied. Starting a project is not full performance.

The initial payment comprises 50% of implementation work plus 100% of agreed additional services, separately itemized. The remaining 50% of implementation is due after completed-site approval and before handover. Recurring charges have separate terms. This schedule does not automatically permit retention of extras or an advance: this policy, the accepted agreement and mandatory rights apply.

After a statutory withdrawal period ends, or where no statutory withdrawal right applies, cancellation follows the applicable agreement, Order/SOW, and mandatory law. We review:

- the reason and legal or contractual ground for cancellation;

- the date and time the request was received;

- the last customer-visible work supplied before the cutoff;

- accepted stages and requested corrections;

- unstarted work and avoidable future costs;

- approved third-party or pass-through items;

- verified payments, credits, reversals, and disputes;

- the treatment of project materials, access, licences, and handover items.

Servicify stops further avoidable work after the effective cutoff while the request is assessed. A cancellation request does not erase work already supplied, accepted versions, payment records, or mandatory customer remedies. The exact financial and material consequences must come from the agreement for that order. This page does not promise a universal cancellation fee, retained percentage, or full refund.

Each contracted implementation stage has a defined deliverable and acceptance criteria in the immutable Order/SOW. When Servicify submits a version, the customer can accept it, request corrections against the agreed criteria, or raise a scoped dispute. Silence is not acceptance.

A supported correction request is handled through the agreed review process. A cancellation or refund should not be used to bypass a correction route that the applicable agreement or mandatory conformity law requires, but the correction process cannot remove a statutory withdrawal, termination, price reduction, or refund right.

Accepted stage records, prior submissions, correction requests, and disputes remain part of the evidence. Acceptance is evidence of supplied work, not an automatic decision that the same percentage is legally non-refundable.

Servicify assesses the request against the exact order record. Depending on the ground, the review uses:

- the applicable agreement, Order/SOW, withdrawal notice, and policy versions;

- the customer's declared country and customer type recorded for the order;

- verified payment events or authorized manual bank verification;

- the payment milestone, amount, currency, and payment method;

- the withdrawal or cancellation receipt and effective cutoff;

- stage allocations fixed before work, supplied outputs, accepted versions, corrections, and disputes;

- the work and value ledger and customer-visible evidence;

- unstarted work, approved credits, prior refunds, and payment reversals;

- mandatory remedies for delay, non-performance, or non-conformity;

- provider, invoice, tax, and credit-document requirements that apply to the transaction.

An uploaded payment receipt, screenshot, browser success page, or customer statement is not proof that money settled. Servicify confirms the payment against a payment-service event checked for authenticity, transaction match and settlement or authorized business bank record before calculating money received or refund due.

The stage percentages agreed before payment, supplied outputs, accepted work, customer-visible evidence and the applicable legal value basis support the calculation. The lawful result follows the applicable contract and mandatory law. A refund decision records the ground, calculation, evidence, approver and related payment and credit-document references without rewriting the original events.

The method and deadline depend on the legal ground, country, payment route, and seller or payment-service arrangements applicable to your order. Where the EU withdrawal reimbursement rules apply, sums due are reimbursed without undue delay and generally no later than 14 days after the withdrawal notice, using the original payment method unless another method is expressly agreed without cost to the consumer. Other cancellation and refund routes can have different rules.

We will tell you the approved amount, calculation basis, refund method, and the date the refund was initiated. Bank, card, or provider processing time after initiation can be outside Servicify's direct control. We do not promise that a refund will appear instantly or on the day it is approved.

The party that executes the refund and issues any invoice adjustment, receipt, or credit document is determined by the seller and payment-service arrangements applicable to the transaction. Your confirmation will identify the relevant transaction and document references.

Use the dedicated withdrawal function shown for your order where it is available, or another method stated in the withdrawal notice, including the identified email or model form. Include your name, Order/SOW identifier, and an electronic address for confirmation. Do not send card details or account passwords.

Action: Withdraw from an eligible order

Use the authenticated Customer Workspace for your project or the verified support route shown in your order documents. State the Order/SOW identifier, the request you are making, the relevant date or deliverable, and any evidence you want reviewed.

Action: Contact project support

Servicify records the request time and sends an acknowledgment through the applicable route. An acknowledgment confirms receipt. It does not itself confirm cancellation, liability, or the refund amount.

For the complete rules that apply to your project, review:

- Terms & Conditions

- Delivery & Fulfilment

- Privacy Policy

- the country agreement and Order/SOW attached to your authenticated order

- Contact & Support

Nothing on this page limits rights that cannot lawfully be excluded. A payment dispute or chargeback is not a substitute for contacting Servicify, and contacting Servicify does not remove any chargeback or complaint right available under applicable law or payment-scheme rules.