Refund Policy

1. What this policy covers

This policy explains when and how we refund the one-time fee you pay Quitivo for drafting and sending a cancellation letter. It does not cover charges billed by the third-party provider you are cancelling — those are governed by your contract with that provider (see our Terms, "Your relationship with the provider").

2. Before your letter is sent

You can cancel your request at any time before the cancellation letter has been dispatched, at no cost. If you have already paid, you receive a full refund. Email support@quitivo.com with your dossier number.

3. After your letter is sent

Once we have sent your cancellation to the provider on your behalf, the service has been performed in full and a refund no longer applies — the fee is non-refundable. We will, however, issue a full refund — or re-send at no charge, your choice — where the fault is ours, for example:

• We did not actually send the letter
• We sent it to the wrong provider address because of an error on our side
• A technical fault on our side prevented correct delivery

4. Duplicate or incorrect charges

If you were charged twice for the same dossier, or charged an amount different from the fee shown at submission, we refund the difference in full.

5. How to request a refund

Email support@quitivo.com, quoting your dossier number and the reason. We aim to respond within 2 business days and to decide every request within 14 days of receiving it.

6. How refunds are paid

Approved refunds are returned to your original payment method via our payment provider. Card payments are refunded only to the original card used; we cannot pay a refund to a different card or account. We issue the refund within 5–10 business days of approval; how quickly it then appears on your statement depends on your bank or card issuer.

7. Your statutory rights

This policy does not limit your statutory rights as a consumer, including the EU/UK right of withdrawal. See our Right of Withdrawal page for how that interacts with immediate performance.

8. Card disputes

If you are considering a chargeback, please contact us first at support@quitivo.com — we can almost always resolve refund questions faster directly.