Cancellation Policy

01How to cancel

What to have ready

• The name of the person or organisation the quotation was issued to.
• The quotation or invoice reference, if you have it to hand.
• Whether you wish to cancel entirely, pause the work, or reduce the scope.

Confirmation in writing

After the call we confirm the outcome in writing by email, setting out what has been completed, what is chargeable, any third-party costs incurred and any balance due to or from you. Nothing is treated as finally settled until that written confirmation has been issued.

If you cannot telephone

If telephoning is not practical for you, email support@veloriqsoftware.tech with the details above and we will telephone you to confirm. We will not simply act on an email without speaking to you, because cancellation frequently has financial consequences and we would rather they were understood before they take effect.

02When cancellation can be requested

You may request cancellation at any point. What differs is the financial outcome, which depends on the stage the project has reached.

• Before acceptance of a quotation — there is nothing to cancel. A quotation places no obligation on you, and simply lapses after its validity period.
• After acceptance but before work begins — cancellation is usually straightforward. See section 03.
• During the project — work completed to date and third-party costs already incurred are chargeable. See section 04.
• After delivery — a completed project cannot be cancelled retrospectively, but any ongoing arrangement can be ended. See section 05.

03Cancelling before work begins

If you cancel after accepting a quotation but before we have started work on your project, we will refund any deposit paid, less:

• any third-party costs already incurred on your behalf with your prior agreement (for example licences or services purchased specifically for the project);
• any preparatory work already carried out at your request, such as a discovery session that has already taken place.

In most cases where no work has started and no third-party costs have been incurred, the deposit is refunded in full. Refunds are made to the account from which payment was received, normally within 14 days of the written confirmation.

04Cancelling during a project

Once work is under way, cancellation is settled on the basis of what has actually been done. We will provide a written statement showing:

• the stages completed and the work delivered at the point of cancellation;
• the value of that work, calculated against the agreed scope and quotation;
• third-party costs already incurred on your behalf;
• payments already received;
• the resulting balance, whether payable to us or refundable to you.

Work already completed

Work already completed is chargeable. This includes discovery, design, development, testing and consultancy analysis carried out before the cancellation request, whether or not it has yet been delivered to you.

Third-party costs

Third-party costs already incurred may not be recoverable. Licences, cloud services, purchased components and similar costs are frequently non-refundable once purchased. Where a refund is available from the provider we will pursue it and pass it on to you; where it is not, the cost remains payable.

What you receive

On settlement of the balance we transfer to you the work completed to date, in the state it has reached, together with the source code and any relevant documentation produced up to that point. You are free to complete the work yourself or with another supplier.

Where a deposit exceeds the amount due

If the amount you have already paid exceeds the value of completed work plus third-party costs, the difference is refunded to you. We calculate and show this figure rather than applying a blanket “deposits are non-refundable” rule.

05Cancelling ongoing arrangements

Where you have an ongoing support, maintenance or continued development arrangement with us, it can be ended by telephoning +44 7848 457256.

• Unless your agreement states otherwise, 30 days’ notice applies to ongoing arrangements.
• Charges apply up to the end of the notice period; charges beyond it do not.
• Any amounts paid in advance for a period after the arrangement ends are refunded pro rata.
• At the end of the arrangement we hand over documentation and transfer any credentials still held by us into your control.

Ending an ongoing arrangement does not affect your ownership of software already delivered and paid for.

06Project-specific terms

Some projects carry specific cancellation terms in the accepted quotation — for example where a long lead-time resource has been reserved, where a third-party commitment has been made on your behalf, or where a fixed delivery window has been guaranteed at your request.

Where the accepted quotation contains such terms, they apply in place of the corresponding parts of this policy, and they are always stated clearly in that quotation before you accept it. We will never apply a cancellation term that was not visible to you at the point of acceptance.

07If we cancel

We may need to end an engagement in limited circumstances, for example where:

• information provided at the outset proves materially inaccurate and the work is no longer feasible as scoped;
• we are unable to obtain access or information necessary to proceed, despite reasonable requests;
• invoices remain unpaid after we have contacted you about them;
• we are asked to do something unlawful, or something we consider professionally improper.

Where we end an engagement other than for your breach or non-payment, you pay only for work completed to that point, and we will refund any balance and hand over the work delivered so far. We will always discuss the position with you before taking that step.

08Consumer cancellation rights

If you are a consumer — that is, an individual purchasing outside the course of a business — and the contract was concluded at a distance or away from our premises, you may have a statutory right to cancel within 14 days of entering into the contract.

Where you have asked us to begin work during that 14-day period, and we do so with your express agreement, you may be required to pay for the work carried out up to the point of cancellation. We will make this clear before starting.

Nothing in this policy limits or excludes your statutory rights as a consumer. Where any part of this policy conflicts with those rights, your statutory rights prevail.

09Fairness and disputes

This policy is written to be transparent and even-handed. We do not use blanket non-refundable terms, and we show the calculation behind any figure we put to you rather than presenting a single number.

If you disagree with a cancellation settlement, tell us and we will review it. Most disagreements arise from a difference of understanding about what had been completed, and are resolved by looking at the scope document and the work delivered together.

Cancellation is also addressed in section 15 of our Terms & Conditions, which should be read alongside this policy.

10Contact

Questions about this document, or about how it applies to your project, should be directed to us using the details below.

• Company: VELORIQ SOFTWARE LTD, a Private Limited Company registered in England and Wales, company number 17384626
• Registered office: 17 Station Parade, Harrogate, England, HG1 1UF, United Kingdom
• Email: support@veloriqsoftware.tech
• Telephone: +44 7848 457256