A plain English summary for website plans, one off builds, care plans, and AI voice services.
Version 1.0
Effective date: 2 September 2026
This policy explains how cancellation and refunds work for Voqal AI Ltd website and AI voice services. It is a summary only. The accepted Service Order, applicable Terms, and law control if there is a conflict.
A rolling monthly Service may be cancelled at any time by emailing contact@voqalai.com. To stop the next payment, the notice must reach us at least 14 calendar days before the next Billing Date.
If notice arrives fewer than 14 calendar days before the Billing Date, that payment remains due and the Service ends at the end of the period it pays for. The Service continues during the paid period.
We do not normally give a pro rata refund for an unused part of a paid monthly period. This does not affect a refund required by law or expressly due under the Contract.
Cancelling one Service does not automatically cancel another. Please identify every website plan, voice plan, care plan, or Add On that should end.
Where a Service Order expressly states a Minimum Term, notice may be given for the Service to end when that term expires. It must arrive at least 14 calendar days before the next Billing Date following expiry to prevent that payment.
If a business Client ends early for a reason other than Voqal's uncured material breach, the early termination charge is the remaining recurring base fees for that Service, less direct third party costs Voqal reasonably saves. We will provide a reasonable calculation on request.
If a one off project is cancelled before work starts, we will refund amounts not already used for agreed non recoverable third party costs.
If work has started, the Client must pay for work properly completed and agreed costs already committed. We will refund any unearned balance. Milestones and any specific cancellation arrangement in the Service Order take priority.
Unless the Service Order says otherwise, one off website builds include 14 calendar days of Handover Support. This covers reasonable operating questions and reproducible defects against the approved scope. It is not a change of mind or refund period and does not include new features, redesign, or ongoing care.
The post build support period for a one off Voice Agent build is stated in the Service Order. If none is stated, 14 calendar days applies.
Included minutes, overage rates, telephony charges, and other variable usage are stated in the Service Order. Usage already incurred is not refundable merely because the Service is later cancelled.
If a refund is due for a managed voice plan, it applies to the eligible recurring base fee. Properly incurred usage, overage, and third party charges remain payable unless the Contract or law says otherwise.
If Voqal ends a rolling Service without Client fault before a paid Billing Period ends, we will refund the unused proportion of the recurring base fee for that Service.
If Voqal materially breaches the Contract, the Client should notify us and allow the contractual remedy period. Where the breach is not remedied, the Client may use the termination and refund rights in the Contract and applicable law.
This section applies only to an individual acting wholly or mainly outside their trade, business, craft, or profession.
For an online or other distance contract, a consumer normally has 14 calendar days after the Contract is formed to cancel without giving a reason.
If the consumer expressly asks Voqal to begin during that period and then cancels, Voqal may charge a proportionate amount for Services supplied up to cancellation. For a one off service completed in full during that period, the right may end only where the consumer expressly requested early performance and acknowledged the consequence.
Nothing in this policy limits statutory consumer rights. Where consumer law gives a better right or remedy, that law prevails.
Approved refunds will be made to the original payment method where practical. We will process a refund within 14 calendar days where the law requires that timescale, or otherwise within the period confirmed to the Client.
Bank and payment-provider processing times are outside Voqal's control after a refund is issued.
Email contact@voqalai.com with the Client name, affected Service, and requested end date. We normally acknowledge cancellation within two Working Days. If no acknowledgement arrives, please follow up promptly.
Voqal AI Ltd
71 to 75 Shelton Street
Covent Garden
London
WC2H 9JQ