Cancellation Policy

This policy governs the cancellation of Hivelink subscriptions by users. The policies that our users establish for their own customers regarding booking cancellations are determined at their discretion and are not governed by this policy.

Subscription Cancellations (For Hivelink Users)

• How to Cancel: Users can cancel their subscription from their account area at https://app.hivelink.co.uk/billing. Only the Super Admin (Team Owner) has the ability to cancel a subscription.
• Effective Date of Cancellation: Cancellations take effect at the end of the current billing cycle. At this point, users are billed for all usage during the period. Billing cycles occur on the same calendar day each month (e.g., a user who creates a team on the 5th of a month will be billed on the 5th of every month thereafter).
• Refunds: No refunds are offered or implied. A user’s cancellation request takes effect at the start of the next billing period.
• Access to Data After Cancellation:
  • At the start of the next billing period, users and their team members will no longer be able to access their Hivelink account.
  • The front-end booking site associated with the account will be taken down, and all end users will lose access to their accounts, including booking history and participant data.
  • On the administrator side, all registers, customer records, profile fields, historic programmes, and user-generated content will no longer be accessible.
  • Hivelink will retain these records for the minimum period required under UK regulations, though they will not be accessible to the user.
  • Users may request specific data via email at accounts@hivelink.co.uk, specifying data points and date range. Data will be returned in CSV format within 14 days.

Booking Cancellations & No-Show Policy (For End Customers of Hivelink Users)

• Cancellation Management:
  • Hivelink does not offer direct end-user support and will not manage cancellations on behalf of end users.
  • Users (businesses) can set their own cancellation policies within the Hivelink system. Options range from prohibiting cancellations to allowing them within specific timeframes before a session starts.
  • Administrators can override these settings and process cancellations at their discretion.
• Refunds & Credits:
  • End users cannot process refunds directly. If allowed, cancelled sessions are credited back to the end user’s account for future bookings.
  • If a booking was made and paid for online, administrators may choose to process a refund rather than provide account credit. Refunds can be issued in full or in part (to the nearest £0.01) but cannot exceed the original payment amount.
  • Hivelink will not process refunds on behalf of an end user without a direct request from an account administrator.
• No-Show Policy:
  • The handling of no-shows is determined by the business using Hivelink. Hivelink does not set policies but provides tools to enforce user-defined policies.
  • Businesses may decide whether no-shows receive a refund, account credit, or forfeit the session fee.

Exceptional Circumstances

• Refunds or waivers may be granted in exceptional cases at Hivelink’s sole discretion. These may include technical errors, force majeure, or goodwill compensation.

For any queries regarding this policy, contact accounts@hivelink.co.uk.