Cancellation & Refund Policy
We understand that plans can change. This policy explains how to cancel an appointment, request a refund and make changes to an IT support service arranged through AVVA INFRA. We aim to handle each request fairly and keep the process straightforward.
1. Cancelling an Appointment
If you need to cancel or rearrange an appointment, please contact us as soon as possible using the contact details provided during your booking correspondence.
Please include your name, the service requested, your preferred appointment date and any booking reference you have received. We will review your request and confirm the cancellation or discuss another available appointment.
Submitting an appointment enquiry does not, by itself, confirm a booking or create an obligation to pay. Where a service has not yet been agreed and no payment has been taken, there is normally no payment to refund.
2. Your 14-Day Right to Cancel
If you are a consumer entering into a qualifying service contract at a distance, such as through our website or by email, you may have a statutory right to cancel within 14 days without giving a reason.
The 14-day period normally begins on the day after the service contract is entered into. The right and the way it applies depend on the circumstances and the relevant consumer protection rules.
To exercise this right, send us a clear statement that you wish to cancel. You may use the contact details provided in your booking confirmation. You do not need to use a particular form of words.
What to include in your cancellation request
Your name, the service booked, the date the agreement was made and a clear statement that you wish to cancel are usually enough to help us identify your request.
The statutory 14-day cancellation right may not apply in the same way to every business purchase or service arrangement. Where a customer is booking wholly or mainly for business purposes, the applicable contractual and legal terms may differ.
3. Services Due to Start Within 14 Days
If you ask us to begin a service during the 14-day cancellation period, we will explain the relevant arrangements and obtain any required express request or acknowledgement before proceeding.
If you then cancel within that period after expressly requesting that the service begin, you may be required to pay a proportionate amount for the service properly performed up to the point you informed us of your cancellation, where the law allows this.
If the service has been fully performed during the cancellation period, the statutory right to cancel may end where the required express consent and acknowledgement have been obtained. We will explain these terms before starting early where they apply.
We will not treat an appointment request alone as consent to waive a statutory right. Any required consent or acknowledgement will be handled separately and clearly.
4. Refund Eligibility
Refund requests are considered in line with applicable consumer protection law, the agreed service scope and the circumstances of the booking. A refund may be due where:
- You exercise an applicable statutory cancellation right.
- A payment was taken for a service that was cancelled and no amount is properly due for work already performed.
- A payment was made in error or an amount was charged incorrectly.
- We are unable to provide an agreed service and a refund is due under the agreement or applicable law.
- A refund is otherwise required under the agreed terms or applicable law.
If work has already started, we will consider any amount properly payable for work performed, subject to the terms agreed with you and your statutory rights. We will explain the calculation where a partial refund is appropriate.
5. Refund Processing and Arrival Times
Once we have confirmed that a refund is due, we aim to initiate the refund within 5 working days. Refunds will normally be sent back using the original payment method, where possible.
After the refund has been initiated, it will usually appear within 5–10 working days, depending on the payment provider, bank and original payment method. These are estimated processing times rather than a guarantee of the date the funds will appear.
Where statutory cancellation rules apply, we will issue any required refund within the deadline set by law. For qualifying cancellations, this will generally be no later than 14 days after we are informed of the decision to cancel, subject to the applicable legal rules.
6. Monthly IT Maintenance Plans
For a monthly IT maintenance plan, please contact us to request cancellation of future service periods. We will confirm the applicable notice arrangements and the date on which the plan will end, based on the agreement in place.
Cancelling a recurring plan does not automatically cancel any separate service already agreed. Any prepaid amount for a future period that will not be provided will be reviewed for refund in accordance with the agreement and applicable law.
Any work already performed, outstanding invoices and statutory cancellation rights will be considered separately. This section does not limit any rights you have under applicable law.
7. Changes or Cancellations by Us
Occasionally, circumstances may mean that we need to rearrange an appointment or cannot provide the agreed service as planned. If this happens, we will contact you as soon as reasonably possible to explain the situation and discuss the available options.
Depending on the circumstances, these options may include arranging another appointment, agreeing a revised scope of work or providing a refund where payment has been made and a refund is due.
8. How to Request a Refund
To request a cancellation or refund, contact us using the details provided in your booking confirmation or previous service correspondence.
- Tell us that you wish to cancel or request a refund.
- Provide the service details, appointment date and payment reference if available.
- We will review the request and may ask for further information if needed.
- We will confirm the outcome, any applicable amount and the expected refund process.
We aim to acknowledge cancellation and refund enquiries within 2 working days and to provide an update as soon as reasonably possible. Requests involving additional checks may take longer, but we will keep you informed.
9. Your Statutory Rights
Nothing in this policy is intended to remove or restrict any consumer rights that cannot lawfully be excluded. Where a statutory right provides a more favourable outcome than this policy, the statutory right will apply.
If you believe that a cancellation or refund has not been handled correctly, please contact us first so that we can review the circumstances and try to resolve the matter.