Refunds & Cancellation

Version 1.8 · updated 10 October 2026

1. The short version

Monthly licences are rolling and can be cancelled at any time, taking effect at the end of the paid month — no notice period, no termination fee, no retention script. Consumers have a 14-day cooling-off right by law. One-time migration projects are billed by milestone with quality gates. If a module materially fails and we cannot fix it, you get a pro-rated refund. The sections below set out the mechanics in full.

2. Monthly licences

Every monthly licence renews month-to-month with no minimum commitment. Cancel any time by emailing support@holetsolutionsmod.com from your account address, or via the cancellation option in your client area; cancellation takes effect at the end of the paid month and access continues until that date. We do not charge termination fees, and we do not apply “notice periods” beyond the current paid term. A confirmation email stating the effective date is sent within 2 business days. If you cancel part-way through a multi-module order, only the modules you name are cancelled; the rest continue unchanged.

3. Consumer cooling-off (14 days)

If you buy as a consumer (a private individual acting outside trade), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from contract conclusion to cancel for any reason. Because modules are digital services delivered immediately after payment, we start activation early at your request — which is itself requested during checkout via the checkbox “connect me straight away”. If you cancel within the cooling-off window before activation begins, we refund in full within 14 days to the original payment method. If activation has already begun at your express request, section 36(3) entitles us to retain an amount proportionate to work performed; we state that calculation transparently upon request. To exercise the right, email us within the window; a cancellation form is not required though we will supply one on request.

4. One-time migration projects

Fixed-scope migration engagements are billed against milestones (kick-off 30%, verified import run 40%, acceptance sign-off 30%). Where we cannot meet the agreed milestone quality bar, the outstanding tranche is not invoiced, and if defects remain after two remediation cycles the final payment is cancelled rather than chased. If you cancel a migration project before kick-off, any advance payment beyond work already performed is returned within 14 days.

5. Fault-based refunds

If a module materially fails against its published description and cannot be remedied within a reasonable period (we treat 10 business days as the default), you may terminate the affected licence and claim a pro-rated refund for the unexpired paid term. “Materially fails” means the core described function does not operate at all or produces materially wrong outputs across supported configurations; matters of taste, styling preferences or feature requests outside the description are handled as roadmap input rather than defects. This is separate from, and does not reduce, statutory rights.

6. How cancellations are processed

1. Email support@holetsolutionsmod.com stating the modules and property to cancel.
2. We confirm effective date and any applicable pro-rata calculation.
3. Cards are refunded via the original payment link issuer; bank transfers by return transfer using details you supply.
4. Data deletion follows our privacy retention schedule — configuration removed within 30 days.
5. A final statement closes the account unless other properties or modules remain active.

7. What happens to your data afterwards

Cancellation stops billing and module operation; deletion follows the retention schedule in our Privacy Policy: configuration snapshots and API logs within 30 days, guest-level processor data within 30 days of module deactivation unless you instruct earlier deletion in writing, and billing records retained for the statutory 7-year tax period. You may request certified deletion of processor-held data at the cancellation point; certification is issued by email.

8. Disputes and escalation

If you disagree with a refund decision, reply to the decision email and your case is reviewed by a senior engineer not involved in the original assessment, with an answer within 10 business days. Beyond that, consumers may approach the Citizens Advice consumer service, an approved ADR scheme (details on request), or the courts; nothing in this policy limits any statutory remedy.

9. Annual arrangements and mid-term changes

Customers who pay annually by bank transfer may cancel on the same month-end basis; the unused whole months are refunded pro-rata within 14 days of the effective date, with a deduction only for the months consumed. If we materially degrade a licensed module during its term — a described feature removed rather than improved — you may cancel the affected module immediately and receive the pro-rated remainder of the current paid period; our changelog and the monthly digest are the record of what changed and when.

10. Failed payments and suspension

If a card payment fails at renewal, we retry once after 5 days and email the account contact. Access continues for 14 days from the failed attempt while payment is sorted; after that the licence suspends automatically, without penalty and without losing configuration. Reactivating within 60 days restores the module exactly as configured; beyond 60 days configuration may have been purged under the retention schedule, and reactivation starts from a fresh activation at no extra charge. No interest, no late fees, no collections process for amounts under £500 — a subscription that fails is a conversation, not a file.

11. Chargebacks and payment disputes

If you dispute a card charge directly with your issuer before contacting us, the dispute is treated as a cancellation request for the disputed period and we respond to the issuer with the order confirmation, activation records and these terms. We would rather resolve the underlying issue than win a chargeback — almost every dispute we have seen traced to a misunderstanding that a two-email conversation fixed, so write first if you can. Nothing in this section restricts your statutory right to raise a dispute.

12. Refund timelines

13. Amendments

This policy is reviewed annually and re-issued with a dated version number whenever terms change. Changes never apply retroactively to periods already paid, and cancellation rights existing at the time of your purchase survive any later amendment.

14. Worked examples

Example A — consumer, changed mind: you buy the booking-widget licence on a Tuesday evening and email cancellation on Friday morning before any activation work has started. Full refund to the original card within 14 days; no questions, no forms, no retention call. Example B — consumer, activation requested: you ticked “connect me straight away”, the module went live on day one, and you cancel on day five. Regulation 36(3) allows us to retain the proportionate value of the activation work performed — in practice a fixed, disclosed activation allocation — and the balance returns within 14 days. Example C — business, ordinary cancellation: a 60-room group cancels the parity watchdog on the 10th of the month; the licence runs to the end of that paid month, the morning scans continue until then, and no further charges appear. Example D — fault: a messaging module stops delivering for six consecutive business days during a peak period and the fix is not in place by day ten; the module is terminated with a pro-rated refund of the unexpired term within 14 days, and the incident is logged in the monthly digest.

Nothing here limits your rights under the Consumer Rights Act 2015 or UK GDPR. Complaints can also be raised with the Information Commissioner’s Office regarding data matters, or through the EU ODR platform where applicable. Supplier: Mersey Software Ltd trading as HotelSolutionsMod, 4th Floor, 14 Castle Street, Liverpool L2 0NE, United Kingdom.