Refund policy
How refunds work on a SIVO Hub subscription.
Try it before you pay
Every plan starts with a 7 day trial with nothing switched off and no card asked for. You should be able to decide without spending anything, and we would much rather you found out that SIVO Hub is wrong for you before money changes hands.
Fourteen days, no argument
If you pay for a subscription and change your mind within 14 days, email us and we will refund it in full. You do not have to give a reason. This applies to your first payment on a plan, whether monthly or annual.
After the first fourteen days
- Monthly plans. Cancel whenever you like. Your plan runs to the end of the month you have already paid for and then stops. We do not refund part of a month, and nothing is charged or invoiced after you cancel.
- Annual plans. Cancel whenever you like and the plan runs to the end of the year you have paid for. Beyond the first 14 days we do not normally refund the remainder, but if something has gone properly wrong, ask. See below.
- How to cancel. If you pay by card, there is a Cancel button on your own Plan and billing page. No email, no notice period and no reason needed. If we invoice you instead, email us and we stop invoicing.
- Changing your card. If your card expires or you want to use a different one, there is a Manage card button on your own Plan and billing page. It opens Dodo Payments, who take the payment and are the only ones holding the card. We never see or store card details.
When we will refund anyway
Policies are for ordinary situations. These are not ordinary, and in each case you should write to us and expect a refund:
- The service was unavailable for a prolonged period and that materially affected your work.
- You were invoiced twice, invoiced after cancelling, or invoiced an amount you did not agree to.
- A feature you subscribed for did not work as described on the pricing page and we could not fix it.
When we will not
- Where a subscription has run for months and is cancelled mid term without any of the reasons above.
- Where an account was suspended for breaking the terms of use.
- Where the request arrives long after the payment and no problem was ever reported to us. Tell us at the time and we can usually fix it or refund it.
How to ask
Email [email protected] from the address on the account and say what you paid for and what went wrong. You do not need a form or a reference number. We aim to answer within two working days.
How long it takes
A card payment is refunded through Dodo Payments, who took it, and lands back on the card it came from. A payment you made by bank transfer is returned by bank transfer to the account it came from. Either way you ask us, and either way we tell you the day it is sent.
Cancelling
You can cancel at any time. If you pay by card, there is a Cancel button on your own Plan and billing page. No email, no notice period and no reason needed. If we invoice you instead, email us and we stop invoicing. Cancelling stops anything further being charged or invoiced, and your plan runs to the end of the period you have paid for. It does not delete anything: after that your account pauses rather than closing, and your tickets, assets and invoices are all still there if you come back. If you would rather the data was removed, say so and we will do it, as described in the privacy notice.
Your legal rights
Nothing here takes away rights you have under consumer law in your own country. Where those rights give you more than this policy does, they apply.
Who you are dealing with
SIVO Hub is provided by SIVO Hub, operated by Christian Cilia, Malta. Card payments are taken by Dodo Payments, which acts as the merchant of record: its name appears on your card statement and on the receipt, and it collects and accounts for VAT on card payments. Invoices for bank transfer come from us directly. Whichever way you paid, refunds are requested from us at the address above, and a card refund is sent back to the card through Dodo Payments.