Refund & Cancellation Policy

Overview

This Refund and Cancellation Policy governs all service engagements with HAVOHOME LTD (trading as HavoMedia), Company No. 17262921, registered at 20 Wenlock Road, London, N1 7GU, England.

1. Service Fee Structure

HavoMedia operates primarily on a monthly retainer model for ongoing SEO and reputation management services. Project-based engagements are charged according to milestones defined in the Statement of Work.

• Monthly Retainers: Billed monthly in advance. Services begin upon receipt of first payment.
• One-Time Projects: Billed per agreed milestones (e.g. 50% upfront, 50% on delivery).
• Setup & Onboarding Fees: Charged once at the start of the engagement. Non-refundable once work has commenced.
• Ad-Hoc Consultations: Charged per hour or session. Non-refundable once delivered.

2. Cancellation Policy

Monthly Retainer Services

During the 30-day notice period, all contracted services will continue to be delivered and invoiced as normal. The client remains responsible for all fees accrued during this period.

Immediate Termination

In cases of serious breach of the Terms & Conditions by either party, immediate termination may be enacted. The client is responsible for fees for all work completed up to the termination date.

Pausing Services

Clients may request a service pause of up to 60 days with written notice. Please contact support@havomedia.com to discuss pause arrangements.

3. Refund Eligibility

Refunds are only considered in the following specific circumstances:

• Service Not Commenced: If payment is made and work has not yet started, a full refund (minus any payment processing fees) may be issued within 5 business days of request.
• Duplicate Payment: If a client has been charged twice for the same invoice, the duplicate charge will be refunded in full within 10 business days upon verification.
• HAVOHOME LTD Cancellation: If we cancel a service agreement without cause, any pre-paid fees for undelivered services will be refunded pro-rata within 14 business days.
• Agreed Discretionary Refunds: In exceptional circumstances, we may issue partial or full credit notes at our sole discretion.

4. Non-Refundable Items

• Monthly retainer fees for active working periods
• Completed SEO audits, reports, or strategy documents
• Setup, onboarding, and account configuration fees
• Third-party tool subscriptions or licences procured on behalf of the client
• Published content, guest posts, or live backlinks
• Consultation sessions already delivered

5. Project-Based Engagements

For fixed-scope projects:

• Upfront deposits are non-refundable once the project kickoff has occurred and work has begun.
• Milestone payments become non-refundable once the associated milestone has been completed and delivered.
• If the client cancels mid-project, HAVOHOME LTD will invoice for all work completed to date at the agreed rate.

6. Exceptional Circumstances

HAVOHOME LTD will consider discretionary refund or credit requests where a demonstrable service failure has occurred solely due to HAVOHOME LTD's negligence, or where deliverables agreed in writing were not delivered within an agreed timeframe and no remediation was offered.

All discretionary refund requests must be submitted in writing to support@havomedia.com within 30 calendar days of the billing date in question and will be responded to within 10 business days.

7. Dispute Resolution

Initiating a chargeback with your bank without first contacting us may result in the suspension of all active campaigns pending resolution.

8. How to Cancel Your Service

9. Contact Us