Legal
Refund Policy
Policy template. This document is an editable template and does not constitute legal advice. Details shown in [square brackets] are still to be completed by FHAVI Ltd, and the full text is subject to review by a qualified adviser.
Last updated: 21 October 2026
1. Overview
Our services are time and expertise. Whether a refund is available depends mainly on how much of the agreed work has been completed. This policy applies alongside our Terms of Service and any written proposal agreed with you.
2. One-time projects
- Cancelled before work starts: we refund the amount you paid, minus any non-recoverable third-party costs incurred on your behalf.
- Cancelled after work starts: we charge for work completed up to the cancellation date, as set out in your proposal, and refund any remaining prepaid balance.
- Completed work: completed deliverables are not refundable. If something does not match the agreed scope, tell us within [14] days of delivery and we will correct it.
3. Monthly services
- You can cancel by email before your next billing date; no further charges will be made.
- The current billing period is not refunded partially, and the service continues until it ends.
- Unused hours or allowances are not refunded or carried over, unless agreed in writing.
4. Decisions made by third parties
Our fees cover the investigation, implementation and other work we perform. A decision made by a third party — for example, Google declining to reinstate a Merchant Center account, or an advertising platform rejecting ads — is not by itself grounds for a refund, because we do not control those decisions. If you believe we did not perform the agreed work, contact us and we will review it with you.
5. Third-party costs
Costs paid to third parties, such as apps, themes, subscriptions, ad spend or supplier fees, are subject to those providers' own policies and cannot be refunded by FHAVI.
6. How to request a refund
Email md@fhavi.com within [30] days of the charge, with your invoice or reference number and the reason for your request. We aim to respond within [10] business days. Approved refunds are returned using the original payment method where possible.
7. Payment disputes
If you are unhappy with a charge, please contact us before raising a dispute with your bank or payment provider. Most issues can be resolved quickly by email.
8. Your legal rights
Nothing in this policy affects any rights you have under the law that applies to you.