Refund & Cancellation Policy

This table is a short guide. The sections below explain each line in full, and your quote or order may contain specific terms that also apply.

This policy is issued by Devute Ltd (previously named Devute UK Ltd), a private limited company registered in England and Wales with company number 14301159. Our registered office is 53 Leafield Avenue, Bradford, England, BD2 3SE. In this policy, “we”, “us” and “our” mean Devute Ltd, and “you” means the person or organisation buying from us.

It applies alongside our Terms of Business, our Subscription Terms and our Course & Training Terms. If your signed quote or order says something different about cancellation or refunds, the quote or order applies, except that nothing in it or in this policy takes away the legal rights consumers have.

Project work starts with a deposit of at least 50% (more for some projects, as your quote will say). The remaining balance is invoiced at the revision stage and must be paid before handover.

• The deposit. The deposit pays for discovery, planning and the time we reserve for your project. Once work has started, it is non-refundable. If you cancel before any work has started, we refund it in full.
• If you cancel part-way through. You can cancel at any time by telling us in writing. You pay for the work completed up to the date you cancel. If you have paid more than that, we refund the difference; if less, we invoice the balance.
• Work you have paid for. We hand over the work completed and paid for. Ownership of the code and designs passes to you on payment in full, as set out in our Terms of Business.
• If we cannot deliver. If we cannot complete the agreed work for reasons within our control, we refund what you have paid for work we have not delivered.
• Changes in scope. If the scope grows we re-quote before doing the extra work. We never silently bill for it.

Where a build is spread over 3 to 12 months as part of a bundle with a care plan, the cancellation terms in that bundle’s quote apply, including any amount still owed for build work already delivered.

Embedded Pods are quoted per quarter, and Growth Retainers are billed monthly. You can cancel either by giving us the notice set out in your quote, in writing.

• The period you have already paid for (the current quarter or month) is not refunded, because we reserve people and time for you in advance.
• We will keep working during the notice period and hand over work in progress at the end of it.
• If your quote does not state a notice period, cancellation takes effect at the end of the current paid period.

This covers managed hosting (including WordPress hosting, web hosting and cloud servers), Care & Support plans, SMTP and transactional email, website management, our software products (such as NexeLead, Legal CRM, ERP System and CRM System) and the Devute Academy membership. All of these are prepaid.

• Monthly plans: cancel any time. Your plan ends at the end of the period you have paid for and keeps running until then. We do not refund part-months. For hosting and care plans we ask for 30 days’ notice so we can hand over cleanly.
• Fixed-term contracts (for example 12 months). Ending early carries an early termination fee of 30% of the fees for the months remaining. Example: a 12-month contract ended after 4 months leaves 8 months, so the fee is 30% of 8 months’ fees.
• No penalty if the problem is ours. If you leave because of a problem on our side, there is no early termination fee.
• Failed payments. If a renewal payment fails and is not made within 10 days of the due date, the plan is terminated. See Billing, renewal and failed payments.
• Your data. Please export or move your website, email or data before the service ends. See our Subscription Terms for how long we keep it.

If you are a consumer and you bought a subscription online or by phone, you also have a 14-day cancellation right described in the consumer section below.

• Registrations and renewals. Once a domain has been registered or renewed with the registry, the fee has been paid on to the registry and cannot be recovered, so it is non-refundable. This applies to consumers too, because a registration is made to your specification.
• Domains we sell (devute.com/park). If you buy a domain we hold, you can cancel and get a full refund up until the transfer to you starts. Once the transfer has started, the sale cannot be reversed and is not refundable.

When we manage Google, Meta or TikTok ads for you, the ad spend is paid directly by you to the ad platform and never passes through us. We cannot refund it. Any request for a refund of ad spend needs to go to the platform under its own terms.

Our management fee is covered by the section above that matches how you pay for it (project, retainer or monthly plan).

Pre-recorded courses: you can ask for a full refund within 15 days of purchase. Email us with your order details and we will refund you.

Live courses (such as Build With AI and Business Training) are not refundable once booked, because we reserve a limited number of places for you. If we cancel or reschedule a course and you cannot make the new date, you get a full refund. You can send someone else in your place if you tell us before the course starts.

Your legal right as a consumer. If you are a consumer booking online or by phone, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from booking to cancel, and this policy does not take that away. If you asked for the course to start within those 14 days, we may keep a proportionate amount for sessions already given.

Team Training booked by a business is covered by your quote and our Terms of Business. More detail is in our Course & Training Terms.

If something we have provided is not done with reasonable care and skill, or is not as described, please tell us as soon as you can. We will look into it and put it right.

If you are a consumer, the Consumer Rights Act 2015 gives you the right to ask us to repeat or fix the service at no cost to you. If we cannot do that, or cannot do it within a reasonable time and without significant inconvenience to you, you can ask for a price reduction, which may be a full refund in some cases. Digital content that is faulty is covered by similar rights to repair, replacement or a refund.

For business customers, the remedies for defects are set out in our Terms of Business and your quote.

Email info@devute.com with:

• your name and, if applicable, your company name;
• your invoice number;
• what you want to cancel or have refunded, and why.

You do not need to give a reason if you are using your 14-day consumer cancellation right, and you can use any clear statement, including the model cancellation form in the Regulations. We will confirm when we have received your request.

• We refund using the same payment method you used, unless we agree something else with you.
• We pay refunds within 14 days of agreeing the refund with you, or within 14 days of receiving your cancellation where you use your 14-day consumer right.
• We do not charge a fee for processing a refund.

If you are unhappy with a payment, please contact us first at info@devute.com. Most problems can be sorted out quickly, and a chargeback can delay matters for both of us.

If you raise a chargeback for an amount that is properly due under this policy, we may suspend the related service until it is resolved and we may recover the amount owed. This does not affect your rights with your card provider or bank, including under section 75 of the Consumer Credit Act 1974 where it applies.

Most of our customers are businesses. A consumer is an individual buying mainly for purposes outside their trade, business, craft or profession. Sole traders buying for their business are treated as business customers.

• Consumers have the statutory rights described above. Nothing in this policy limits them.
• Business customers do not have the 14-day cancellation right or Consumer Rights Act remedies. This policy, your quote and our Terms of Business set out what applies instead.

For more information about consumer rights, you can contact Citizens Advice.

We are not currently registered for VAT. If we become VAT registered, VAT will be added at the prevailing rate and shown on your quote and invoice. Any refund will include the VAT you paid on the refunded amount.

For cancellations, refunds or complaints, email info@devute.com. You can also write to Devute Ltd, 53 Leafield Avenue, Bradford, England, BD2 3SE.

This policy is governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you keep the protection of your local law and can bring proceedings in your local courts. We may update this policy from time to time; the version that applies is the one in place when you made your purchase.