Refund and Cancellation Policy

Effective date: 22 July 2025

This policy explains how refunds and cancellations work for services and products provided by Clivo Labs, trading as Clivo Labs. It applies to both professional service engagements and SaaS subscriptions, and forms part of our Terms of Service.

1. Overview

We want you to be satisfied with our services and products. This policy sets out when refunds are available, how cancellations are handled, and which items are non-refundable. Where a signed Order Form or Statement of Work contains specific refund terms for a particular engagement, those terms apply to that engagement to the extent they differ from this policy.

The table below summarises the main refund windows at a glance:

2. SaaS Subscriptions

Where we offer a free trial, you will not be charged during the trial period, and you may cancel at any time before the trial ends to avoid being charged. If you do not cancel, the subscription converts to a paid plan at the end of the trial.

Monthly plans can be cancelled at any time. Cancellation takes effect at the end of the current billing period, and you retain access until then. We do not provide pro-rata refunds for partial months.

Annual plans can be cancelled at any time. If you cancel within 14 days of your initial purchase or of an annual renewal, you are eligible for a full refund of that annual charge. After 14 days, the annual term is non-refundable, but you will retain access until the end of the paid term and will not be renewed.

You can cancel a subscription from within the product's account or billing settings, or by emailing billing@clivolabs.com. After cancellation, your data is retained for a limited period to allow reactivation and then deleted in accordance with our Privacy Policy. You are responsible for exporting any data you wish to keep before it is deleted.

3. Service Engagements and Projects

Professional service engagements typically begin with a deposit. The deposit secures your place in our schedule and covers initial discovery and planning work. Before work commences, a deposit is refundable less any work already performed. Once work has begun, refunds are calculated against the work already performed and the milestones already delivered up to the date of cancellation.

Milestones that have been completed and accepted are non-refundable. Where a project is cancelled mid-milestone, we will assess the proportion of that milestone completed and refund only the unearned balance, if any.

4. Non-Refundable Items

The following are non-refundable:

• Third-party costs already incurred on your behalf, including advertising spend, domain and hosting fees, paid API usage, software licences, and stock or media assets;
• Custom work that has already been delivered and accepted;
• Completed one-off deliverables; and
• Milestones that have been completed and accepted.

5. How to Request a Refund

To request a refund, email billing@clivolabs.com from or referencing your account email, and include your invoice or order number and the reason for your request. We will acknowledge your request within one business day and communicate our decision within five (5) business days, subject to any additional information we may need from you.

6. Refund Processing Time

Approved refunds are issued to the original payment method used for the purchase. Once processed, refunds typically take five to ten (5–10) business days to appear, depending on your bank or payment provider.

7. Chargebacks

If you believe you have been charged in error or are dissatisfied, please contact us before initiating a chargeback or payment dispute. Most issues can be resolved quickly and directly. Initiating a chargeback without first contacting us may delay resolution and can result in suspension of your account while the dispute is investigated.

8. Cancellation by Clivo Labs

We may cancel or suspend a subscription or engagement in limited circumstances, including non-payment, breach of our Terms of Service, unlawful or abusive use, or where we are required to do so by law. Where we cancel for reasons other than your breach or misuse, we will refund any prepaid, unearned fees for the period after cancellation. Where cancellation results from your breach or misuse, prepaid fees are non-refundable to the extent permitted by law.

9. Contact

For any billing or refund question, contact our billing team at billing@clivolabs.com or by phone at +92 321 2878006. Our support hours are Monday–Friday, 9:00 AM – 6:00 PM PKT.