Cancellation Policy

1. How to cancel

To request cancellation of a service or project, please contact ALVORIS SOFTWARE LTD by telephone on +44 7848 458017.

We ask for a telephone call because cancellation is nearly always easier to resolve fairly in conversation. It lets us establish immediately what stage the work has reached, what has already been committed, and whether cancellation is genuinely what you want or whether a pause or a change of scope would serve you better.

When you call, it helps to have to hand:

• Your name and the name of your organisation.
• The project or quotation reference, if you have one.
• Whether you wish to cancel the engagement entirely or only part of it.

You may also write to support@alvorissoftware.tech or to our registered office. Doing so records the date of your request, and we will telephone you to discuss it.

2. What happens next

1. We acknowledge the cancellation request in writing, normally within one working day, confirming the date it was received.
2. We stop work on the engagement at the point of the request, unless you ask us to complete something already in progress.
3. We prepare a written statement of position setting out: work completed to date, work in progress, third-party costs already incurred or committed, amounts already invoiced and paid, and the balance either due to us or refundable to you.
4. We send you that statement together with the deliverables produced to date.
5. Any balance due is invoiced on our normal payment terms. Any refund due is paid to the account from which payment was received.

Nothing is charged for handling a cancellation request itself.

3. Cancellation depends on the stage the project has reached

The practical effect of cancelling varies considerably depending on when it happens. The table below is a general guide, not a contractual schedule — each request is reviewed on its own facts.

4. Work already completed may remain chargeable

Where work has already been carried out at the point of cancellation, that work remains chargeable. This applies to analysis, interviews, specification documents, designs, development, testing, migration work and written reports.

We calculate the amount by reference to the work actually performed — not as a percentage of the total contract value and not as a penalty. Where an engagement was quoted as a fixed price for defined stages, we normally charge for stages completed plus a fair proportion of any stage in progress.

Our statement of position sets out what was done, so you can see what you are being asked to pay for.

5. Third-party costs already incurred may not be recoverable

Some engagements require us to purchase or commit third-party services on your behalf — hosting, domain registration, software licences, subscriptions or external services. Where those costs have already been incurred or contractually committed before cancellation, they may not be recoverable, and they remain payable by you.

We will always tell you before committing a third-party cost on your behalf, and we identify such costs separately in quotations and invoices so that they are visible in advance.

6. Deposits

Where a deposit has been paid and work has not begun, it is normally refunded in full, less any third-party costs already committed.

Where a quotation expressly states that a deposit is non-refundable, that reflects work reserved and preparatory work performed, and it is stated clearly before you accept. Statutory consumer rights under clause 8 are unaffected by any such statement.

7. Project-specific terms take precedence

An accepted quotation or written agreement may contain cancellation terms specific to that project — for example where an engagement involves a long lead time, reserved capacity or substantial third-party commitment. Where those terms differ from this policy, the terms in the accepted quotation apply to that engagement.

Project-specific cancellation terms are always set out in the quotation before acceptance. We do not introduce them afterwards.

8. Consumer cancellation rights

If you are a consumer — an individual acting for purposes outside your trade, business, craft or profession — and the contract was concluded at a distance (for example by email or telephone) or away from our business premises, you have additional statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. You have the right to cancel within 14 days of the contract being concluded, without giving a reason.
2. To exercise it, tell us clearly — telephone +44 7848 458017 or email support@alvorissoftware.tech. You may use the model cancellation form in the Regulations, but you do not have to.
3. If you asked us to begin work during the 14-day period and then cancel within it, you may be required to pay for the services actually supplied up to the point you told us, in proportion to the full contract price.
4. If the service has been fully performed within the 14-day period, with your express request and your acknowledgement that you would lose the right to cancel once it was complete, the right to cancel no longer applies.
5. Any refund due is made without undue delay and in any event within 14 days of the day on which we are informed of the cancellation, using the same means of payment you used.

These statutory rights are in addition to, and are not limited by, anything else in this policy.

9. Pausing instead of cancelling

Circumstances change — budgets are deferred, priorities move, key people leave. If the issue is timing rather than the work itself, telephone us and ask about pausing.

A paused engagement keeps the specification, the designs and the work completed to date, so that it can resume without repeating the analysis. We do not charge to hold an engagement, though a long pause may affect availability and pricing when it resumes, and we will be straightforward with you about that.

10. Cancellation by Alvoris

Occasionally we may need to end an engagement. We would do so only where:

• Invoices remain unpaid after their due date and after written notice and a reasonable opportunity to pay.
• Necessary information, access or decisions are not provided over an extended period despite our reasonable requests, so that the work cannot proceed.
• Continuing would require us to act unlawfully or unethically.
• The requirement has changed so substantially that it falls outside what we are competent to deliver — in which case we will say so plainly and help you find a better-suited supplier.

In any of those situations we give written notice, deliver the work completed to date, and invoice only for work performed. Where we cancel without cause, we will not charge for work in progress at the point of cancellation.

11. What you keep after cancellation

On payment of amounts properly due for work performed, you receive:

• All deliverables completed to the point of cancellation.
• Specification, data model and design documentation produced during the engagement.
• Any of your own data and materials held by us, returned in a reasonable format.
• Intellectual property in bespoke work paid for, in accordance with our Terms & Conditions.

We do not withhold documentation to make cancellation difficult. A cancelled engagement should leave you with something usable by another supplier.

12. Refunds

Where the statement of position shows a balance in your favour, it is refunded to the account from which payment was received, normally within 14 days of the statement being agreed. We do not issue credit notes in place of refunds unless you ask us to.

13. If you disagree with our statement of position

Tell us. We will go through the calculation with you line by line and explain how each figure was reached. In our experience most disagreements are about a misunderstanding of what was included in a stage, and are resolved in a single conversation.

If a disagreement cannot be resolved directly, both parties retain their rights under the contract and at law, as set out in our Terms & Conditions. Nothing in this policy affects your statutory rights.

14. Contact

ALVORIS SOFTWARE LTD
Cancellation by telephone: +44 7848 458017
Email: support@alvorissoftware.tech
36 Chesil Street, Winchester, England, SO23 0HX, United Kingdom
Company number: 17382770

This policy describes our actual practice and is drafted to be suitable for review by a qualified legal adviser. It is not legal advice, and it does not affect your statutory rights.