Refund & Cancellation Policy

1Scope

HiveSuite is a business-to-business software service. This Policy forms part of the Terms of Use and applies to subscriptions, trials, promotional pricing, SMS credits and paid add-ons. It does not remove or restrict any right that cannot lawfully be excluded.

2Trials and the first payment

A free trial does not automatically create a paid charge in every case. Where you actively select and authorise a paid subscription during your trial, the subscription will commence and the applicable payment will be collected on the date shown or otherwise communicated during the subscription process.

Where HiveSuite provides or sends advance notice of an upcoming initial payment, a business customer that no longer requires HiveSuite is responsible for cancelling before that payment is collected. Allowing a trial to expire, forgetting to cancel, deciding that the service is no longer required, or making limited or no use of HiveSuite after payment does not automatically entitle the customer to a refund.

Requests in these circumstances will be considered by HiveSuite Limited on a case-by-case basis. A refund is discretionary and is not guaranteed.

3Renewals and cancellation

Unless the applicable offer says otherwise, subscriptions renew automatically at the end of each monthly or annual billing period. Cancellation must be completed before the applicable renewal/payment date to prevent the next charge.

Under the current account cancellation flow, cancellation is processed immediately: the subscription is cancelled in Stripe, the HiveSuite account is marked inactive and access is disabled. It does not currently preserve access until the end of a paid period. Cancellation also does not itself reverse a payment already collected.

Failure to cancel before renewal, non-use after renewal, limited usage, forgetting to cancel, changing your mind, or deciding after renewal that HiveSuite is no longer required does not automatically entitle a business customer to a refund. This is subject to applicable statutory rights and HiveSuite’s discretion under this Policy.

4Refunds and credits

Subscription fees already charged are generally non-refundable for business customers. HiveSuite Limited may, at its discretion, provide a full or partial refund or account credit as a gesture of goodwill or where it considers the circumstances justify doing so. Providing a refund or credit in one case does not create an obligation to provide the same outcome in another case.

When considering a request, we may take relevant circumstances into account, including:

• how quickly you contacted us after payment;
• whether advance notice was provided;
• whether the subscription was previously authorised;
• account or service usage;
• costs already incurred;
• previous refunds, credits or goodwill; and
• whether the charge resulted from an error or another relevant circumstance.

Nothing in this Policy affects statutory rights that cannot lawfully be excluded.

5Billing errors and payment problems

If you believe you were charged twice, charged the wrong subscription amount, charged after a valid cancellation, charged because of a HiveSuite error, or paid for an add-on or credit that was not correctly supplied, contact support@hivesuite.co.uk promptly with the account email, invoice or receipt, date, amount and a description of the issue. These reports are considered separately from change-of-mind or non-cancellation requests, and HiveSuite may correct an error by refunding or crediting the affected amount.

6SMS credits

Purchased SMS credits are prepaid service credits. They do not expire while your HiveSuite account remains active and in good standing, are non-transferable unless HiveSuite expressly agrees otherwise, and have no independent cash value. Unused purchased credits cannot ordinarily be exchanged for cash. Buying more credits than you ultimately need does not automatically create a refund entitlement.

Unused purchased credits may be forfeited following permanent account closure or termination. HiveSuite may correct or refund purchases made because of a HiveSuite billing or technical error. Monthly included credits are a subscription allowance that resets according to HiveSuite’s applicable monthly allowance cycle. Unused monthly credits do not roll over unless expressly stated otherwise.

Future SMS credit prices and pack sizes may change, but a pricing change will not retrospectively reduce the credits already purchased and credited to your account. Statutory rights remain unaffected.

7Dedicated SMS number

A dedicated SMS number is a recurring paid add-on. Cancelling the add-on releases the number immediately and removes its recurring charge. Where the billing system applies a prorated account adjustment, this will be reflected in accordance with the applicable billing calculation. Cancellation does not ordinarily entitle you to a cash refund of fees already paid solely because you no longer require the number.

Once released, the number cannot be restored through the current flow and you would need to request a new number. Number availability and continued use of a particular number depend on the telecommunications provider; HiveSuite does not guarantee continued ownership or availability of a particular number.

8Scheduled messages and account closure

Cancellation ends access to HiveSuite and may affect scheduled messages and automations. Before cancelling, you should review or cancel any queued messages and disable any automations that you do not want to run. If you need help stopping a scheduled message, contact support promptly. HiveSuite may cancel, suspend or prevent messages from being sent where the account or SMS service is no longer active.

9Promotions and discounts

Introductory discounts, first-payment discounts, temporary promotions, promotional codes and discounted add-ons apply according to the terms shown with the relevant offer. Subsequent payments may revert to standard pricing where that formed part of the offer. The payment amount and date should be shown during the applicable subscription process.

10How to contact us

You can cancel your HiveSuite subscription at any time through your account settings within the HiveSuite platform.

For refund requests, billing queries, or if you are unable to cancel through the platform, contact support@hivesuite.co.uk. Please include enough information for us to identify your account and payment. We will review genuine billing problems and exceptional circumstances fairly.