Refund & Cancellation Policy

1. About this policy

This policy covers services provided under the Devibi brand by two companies that operate side by side: DEVIBI LTD, which contracts with clients in the United Kingdom and Europe, and Devibi LLC, which contracts with clients everywhere else. The company named on your proposal, statement of work and invoices is the one you contract with and pay, and it is the company that handles any cancellation or refund. You can read more about both companies on our About page.

This policy works alongside our Terms & Conditions and your written agreement. Where your proposal or statement of work sets specific cancellation or refund terms, those terms apply. Nothing in this policy, or in any agreement with us, removes or limits rights you have by law that cannot be excluded.

In short, unless your written agreement says otherwise:

• Scope, price, timeline and payment terms are agreed in writing before any work begins.
• If you cancel before work starts, we refund what you have paid for work not yet started, less any non-recoverable third-party costs incurred with your approval.
• If you cancel a project that is under way, you pay for the work performed up to the cancellation date. Payments for work already performed are not refunded for a simple change of mind, to the extent permitted by law.
• Monthly services run month to month and can be cancelled with 30 days’ written notice (CRO retainers after an initial three months).
• If we fail to deliver, or our work is defective, we fix it, perform it again or refund the affected part.
• Consumers keep their statutory rights, including the 14-day cancellation right in the UK and EU.

2. Everything is agreed in writing first

Before any work begins, you receive a written proposal or statement of work. It sets out the scope, deliverables, price, currency, payment schedule, timeline, warranty and hosting terms for that engagement, together with any cancellation terms that apply to it. Work begins once you have accepted it.

For monthly services, the price, billing period, notice period and any minimum term are agreed in writing before the service starts. If the scope of a project changes along the way, we agree the change and any effect on price or timeline with you in writing before we carry it out.

3. Cancelling before work starts

If you cancel after accepting a proposal but before we have started work, we follow the cancellation terms in your agreement. Where your agreement does not cover this, we refund everything you have paid for work that has not started, less any third-party costs we have already incurred with your approval and cannot recover, such as a domain registration or a software licence bought for your project.

To cancel, tell us in writing by emailing [email protected].

4. Cancelling a project that is under way

Once work has started, cancellation and its payment implications follow your statement of work and applicable law. Unless your agreement says otherwise:

• You pay for the work performed up to the date we receive your written cancellation, measured against the milestones and scope in your agreement.
• You pay for third-party costs we have incurred with your approval, such as licences, paid APIs or hosting bought for your project.
• If you have already paid more than that total, we refund the difference. If you have paid less, we invoice the balance.
• Payments for work already performed are not refundable for a simple change of mind, to the extent permitted by law.

We then hand over the completed work you have paid for, including the files, code and access that go with it. Ownership passes to you as set out in our Terms & Conditions.

None of this affects your rights if work is late, defective or not delivered as agreed. Those are covered in section 6.

5. Monthly services

Website maintenance and care plans, SEO and marketing plans, conversion rate optimisation (CRO) retainers and hosting we arrange for you are optional monthly services, agreed separately in writing. The billing and termination terms for each are defined in your agreement before the service begins. Unless your agreement says otherwise:

• Plans are billed monthly in advance, or annually where an annual option is offered and you choose it.
• Plans run month to month, and you can cancel at any time by giving 30 days’ written notice to [email protected].
• CRO retainers run for an initial three months, then continue month to month on the same 30-day notice.
• The service continues, and is billed as agreed, until your notice period ends. The current period you have paid for, once it has started, is not refunded for a change of mind. If you are a consumer in the UK or EU cancelling within 14 days of accepting your agreement, you pay only for the service provided up to the time you tell us (see section 7).
• If you pay annually, your agreement sets out how early cancellation works for the rest of that year.

When a monthly service ends, we hand over the access, files, backups and reports that belong to you. If we host your site, we help you move it to your own hosting or a provider of your choice. Your site, content, domain and Google accounts stay in your name throughout, so there is no lock-in.

6. Non-delivery, defects and service failures

If something we delivered does not work as agreed, has not been delivered, or falls short of the reasonable care and skill you are entitled to, please tell us. These situations are separate from the change-of-mind rules above and can be raised at any stage of an engagement.

To raise an issue, email [email protected] as soon as you can after you notice it. Describe what is wrong and where you see it, and include screenshots or links if you have them. Here is what we do next:

• We review every report promptly and fairly, and confirm in writing what we have found.
• Where the problem is in our work, we fix it or perform the work again at no extra cost.
• If we cannot fix or deliver it within a reasonable time agreed with you, we refund the affected part of the price or reduce the price fairly, which can be up to the full amount paid for that part.
• Where your proposal includes our 30-day launch warranty, bugs in our work found in the 30 days after launch are fixed free. After that, fixes are covered by a care plan or quoted before any work starts, without affecting your legal rights.

Problems caused by changes made by others, by third-party services, or by content supplied to us are not defects in our work. We will still explain what we found, and we quote first for any chargeable work to resolve them.

7. If you are a consumer

If you buy from us as a consumer, meaning an individual acting for purposes wholly or mainly outside your trade, business, craft or profession, you have legal rights that no policy or contract can take away. In some countries, including Australia, these protections also cover businesses. They include:

• Cancelling within 14 days (UK). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel a contract made at a distance, for example online or by email, within 14 days of entering into it, without giving a reason.
• Work started at your request. If you ask us to start work within those 14 days and then cancel, you pay a proportionate amount for the work done up to the time you told us you were cancelling. If, at your request, we complete the service within the 14 days and you acknowledged that you would lose the right to cancel once it was complete, the right to cancel ends at that point.
• Reasonable care and skill (UK). Under the Consumer Rights Act 2015, our services must be performed with reasonable care and skill. If they are not, you can ask us to repeat the work. If that is not possible, or is not done within a reasonable time and without significant inconvenience to you, you can ask for a price reduction, which can be up to the full price.
• EU consumers. You have equivalent rights under the EU Consumer Rights Directive as applied in your country, including a 14-day withdrawal right for distance contracts, together with the remedies your national consumer law provides.
• Australian clients. Our services come with guarantees that cannot be excluded under the Australian Consumer Law, which protects individuals and also businesses buying services for up to A$100,000. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
• Clients elsewhere. You keep any rights the consumer or fair trading law of your country gives you that cannot be excluded by contract, including where that law also protects businesses.

To cancel as a consumer, email [email protected] with a clear statement that you are cancelling. You do not have to give a reason. We refund any amount due within 14 days of the day you tell us.

If you are a consumer in the United Kingdom or Europe, you can use the model cancellation form, but you do not have to. It reads: “To DEVIBI LTD, [email protected]: I hereby give notice that I cancel my contract for the supply of the following service”, followed by the service, the date you ordered it, your name and address, your signature (only if you send it on paper) and the date.

8. How refunds are paid

• Refunds are paid by the company that took your payment: DEVIBI LTD or Devibi LLC.
• We refund to your original payment method unless you agree to a different one, such as bank transfer. We do not charge a fee for refunds.
• We refund in the currency you paid in. If your account is in a different currency, your bank or card provider applies its own exchange rate.
• Agreed refunds are paid promptly, and consumer cancellations are refunded within 14 days of the day you tell us you are cancelling.
• We confirm the amount in writing and, where an invoice needs to be adjusted, issue a credit note.

How long a card refund takes to appear on your statement depends on your bank or card provider.

9. Chargebacks and payment disputes

If you are unhappy with a charge, please contact us first at [email protected]. Most billing problems can be put right quickly, and a refund agreed with us is often faster than a card dispute.

You keep the right to raise a dispute with your bank or card provider. If a dispute is raised, we respond to it through the payment processor with our records, such as your accepted proposal or statement of work, your approvals, delivery records and our correspondence with you.

10. How to request a cancellation or refund

Email [email protected] or use our contact page, and include:

• your name and, if relevant, your business name
• the company that invoiced you (DEVIBI LTD or Devibi LLC) and the invoice number or payment reference
• the project or service concerned
• whether you are cancelling, asking for a refund, or both, and the reason
• the amount you are asking for, if you know it
• any screenshots, links or documents that help explain the issue

We acknowledge your request within one business day and aim to give you a full response within 14 days. If we need more information, we will ask for it.

11. Complaints and disputes

If you are not happy with how we have handled a cancellation or refund, email [email protected] with “Complaint” in the subject line, or use our contact page. We acknowledge complaints within one business day and give you a full response within 14 days. If that does not resolve things, a director of the contracting company reviews the matter. If we still cannot agree, we can try mediation if we both agree, and either of us may go to court at any time, including to recover unpaid invoices or to seek urgent relief. Consumers can also contact their local consumer advice service.

Contracts with DEVIBI LTD are governed by the law of Northern Ireland, and the courts of Northern Ireland deal with disputes. Contracts with Devibi LLC are governed by the law of the State of Wyoming, and the courts of Wyoming deal with disputes. If you are a consumer, you keep the mandatory protections of the place where you live and the right to bring proceedings in its courts. The full dispute terms are in our Terms & Conditions.

12. Changes to this policy

We may update this policy from time to time. The version published at this address, dated above, is the current one. Changes do not apply retrospectively: the terms in place when you accepted your proposal continue to apply to that engagement.

13. Related policies and contact

How we invoice and take payments is explained in our Payment & Billing Policy, and how work is delivered in our Service Delivery Policy. Our Privacy Policy explains how we handle personal data. For anything relating to this policy, email [email protected], call +44 7513 671716 or visit our contact page.