Cancellation & Refunds

Notice period

Support agreements are rolling and monthly with no minimum term. Either party may end the agreement by giving one month's written notice, which takes effect from the end of the following month. Email to hello@serviosupport.com is sufficient written notice.

Monthly fees already paid

Fees are charged monthly in advance. When you give notice we complete the work covered by the month you have paid for, so that month is not refunded. You are not charged for any month beyond the notice period.

If we end the agreement for a reason other than non-payment, we refund the unused portion of the current month pro rata.

Pausing instead of cancelling

Seasonal businesses can pause an agreement for up to three months rather than ending it. Paused months are not charged, your scope of work and named lead are held open, and we agree a restart date in writing before the pause begins.

One-off and project work

Project work quoted as a fixed price is invoiced 50% on acceptance and 50% on delivery. If you cancel after work has started, the deposit covers work completed to that point and is not refundable. If more than the deposit has been earned, we invoice the balance at the agreed rate.

The free review

The initial review is free and carries no obligation. If you decide not to proceed after it, nothing is invoiced and we delete any records you shared with us for the purpose of the review.

If something goes wrong

If we make a mistake in work we have delivered, tell us and we will correct it at no charge as a priority. Where a mistake has caused you a direct and evidenced cost, we will discuss a fee credit against the following month.

We do not issue refunds for work delivered to the agreed scope where the underlying business outcome was not what you hoped for, or where the information supplied to us was incomplete.

Handover on cancellation

Whenever an agreement ends, you receive your records in an organised and documented form, including the routines and checklists we used, at no extra charge. Nothing we do should be difficult for you or a successor to take over.

Raising a concern

Concerns about an invoice or a cancellation should go to hello@serviosupport.com. We respond within five working days and aim to resolve matters without formal escalation.