Refund & Cancellation Policy

1. Overview

We want our customers to be satisfied with their purchases from Hivell Digital Ltd. This policy sets out when and how refunds and cancellations may be available. It applies alongside your statutory rights under UK law.

Refund eligibility depends on the type of product or service purchased. Custom digital work, completed services and delivered digital products may not be refundable unless required by law or agreed in writing.

2. Digital Products

Digital products include website templates, digital tools, downloadable resources, online design assets and other files or content delivered electronically.

• Once a digital product has been downloaded, accessed or delivered, your statutory right of cancellation may be lost under UK consumer law.
• If a digital product is faulty, does not match its description or cannot be used as reasonably expected, please contact us and we will offer a fix, replacement or refund as appropriate.
• Refunds for digital products are not guaranteed unless required by law or agreed in writing.

3. SaaS Subscriptions

SaaS subscriptions provide ongoing access to online software, platforms, dashboards or hosted tools.

• You may cancel a SaaS subscription at any time through your account settings or by contacting support.
• Cancellation stops future renewals. Fees already paid for the current billing period are generally non-refundable unless required by law.
• If a SaaS service is materially defective and we are unable to resolve the issue within a reasonable time, you may be entitled to a partial or full refund.

4. Website Development and Custom Software

Custom work such as website development, software projects and bespoke digital services is governed by the specific proposal, statement of work or engagement agreement for that project.

• Deposits, milestone payments and fees for work already completed are generally non-refundable unless agreed otherwise in writing.
• Cancellation terms, refund rights and ownership of work completed before cancellation will be set out in the project agreement.
• Where no separate agreement exists, custom digital work and completed services may not be refundable unless required by law.

5. Hosting and Online Services

Hosting and online services are typically provided on a recurring or prepaid basis.

• Fees paid for hosting or online services already delivered are generally non-refundable unless required by law.
• If we are unable to provide the hosting or online service in a material way and cannot restore service within a reasonable time, we may offer a credit, refund or alternative arrangement.
• Cancellations take effect at the end of the current paid billing period unless otherwise agreed.

6. Physical Products

Physical products sold by Hivell Digital Ltd, including through our own websites or third-party e-commerce platforms, are subject to the following terms:

• You may cancel and return most physical products within 14 days of receiving them, in line with the UK Consumer Contracts Regulations.
• Products must be returned unused and in their original condition and packaging where reasonably possible.
• Return shipping costs are the customer's responsibility unless the product is faulty, damaged or incorrect.
• Refunds are issued to the original payment method within 14 days of us receiving the returned item or evidence of return.

7. Cancellations

Cancellation rights depend on the type of product or service you have purchased:

• Digital products: cancellation may not be available once delivery or access has begun.
• SaaS subscriptions: can usually be cancelled at any time, with cancellation taking effect at the end of the current billing period.
• Custom services: cancellation terms are set out in the relevant project agreement.
• Physical products: cancellation and return rights apply as described in Section 6.

Specific cancellation terms will also be shown at the point of purchase or in your service agreement where applicable.

8. How to Request a Refund

To request a refund or cancellation, please email support@hivelldigital.com with the following information:

• Your name.
• Order details, including order number or transaction reference.
• The product or service you are requesting a refund for.
• The reason for your refund or cancellation request.
• For faulty or incorrect physical products, a photo or description of the issue may help us resolve your request faster.

9. Refund Review Timeframe

Refund requests are normally reviewed within 5–10 business days of receipt. We may contact you if we need additional information. Approved refunds are issued to the original payment method unless otherwise agreed.

10. Contact Details

If you have any questions about this Refund & Cancellation Policy, please contact us at support@hivelldigital.com.

Hivell Digital Ltd
Company number: 17308831
Registered office: 20 Wenlock Road, London, N1 7GU, England