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Bookings and Cancellations

A Legal Disclaimer

Last Updated: 25/03/2025

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At VIVHOK LTD, we offer creative, innovative, and time sensitive digital services. Our booking and cancellation policies are designed to ensure clear communication, fairness, and operational efficiency while protecting the value of our creative work. By booking a service with us, you acknowledge and agree to the terms outlined below

Booking Confirmation

A service is only considered officially booked after consultation with VIVHOK representative once:

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  • A signed agreement or approved service quote has been received

  • A deposit (where applicable) has been paid, or full payment has been made for fixed price services

 

You will receive an official confirmation email with project details and estimated delivery timelines immediately after booking or within 1–2 business days of booking depending on the project

Deposits and Payment Terms

  • Standard Projects: A 50% non-refundable deposit is required to secure your booking. The balance is due upon delivery or at a key milestone defined in your agreement

  • App Development Projects: A 30% deposit is required, followed by milestone based payments (typically at 30%, 60%, and final 10%) as development progresses

  • Digital Ad Campaigns, Reels, Graphics: Full payment may be required upfront for small projects or where turnaround time is under 7 days

 

Failure to complete payment may result in delayed delivery, suspension of services, or project termination

Non-Refundable Services

The following services are non-refundable under any circumstances once delivered or initiated:

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  • 3D Graphics and Animation Assets

  • Social Media Ad Campaigns (including paid media spend)

  • Reels, Stories, and Short Form Video Content

  • Digital Design and Conceptual Mockups

  • Holographic Display Content

  • Strategy Sessions or Consultations

  • Monthly Retainers or Subscription Plans (once the month has begun)

Turnaround Time & Scheduling

Turnaround times vary based on the scope and type of project. Estimated delivery dates will be shared at the time of booking. If you need to reschedule a deliverable or push a project to a later date, please provide at least 5 business days’ notice

 

Rush orders may be subject to additional fees and must be approved in writing by VIVHOK

Client Initiated Cancellations

Cancellations must be submitted in writing to 📧 ask@vivhok.com

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Refunds for cancelled projects are issued as follows:

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  • Before Work Begins: If no work has commenced, a refund of up to 75% of the total amount paid may be issued. A 25% administrative and reservation fee will be retained

  • After Work Begins: Refunds will be issued proportionally to the uncompleted work, minus a 30% project cancellation fee

  • Near Completion: No refunds will be issued once a project has reached 80% completion, including digital content in production or apps in late-stage development

VIVHOK Initiated Cancellations

If we must cancel a project due to internal circumstances (e.g., scheduling conflict, resource unavailability, or other operational limitations), you will be entitled to a full or prorated refund based on the work completed. Any digital assets created up to that point will be transferred to the client, if applicable

Rescheduling and Delays

We understand that timelines may shift. Clients are allowed one free reschedule per project, provided at least 5 business days’ notice is given. Additional reschedules may incur a £50 administrative fee

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Delays caused by the client (e.g., missed feedback deadlines, unresponsiveness, or lack of required materials) may result in project extensions and, in extreme cases, rebooking fees

No-Shows or Non-Communication

If a client becomes unresponsive for 14 consecutive calendar days without prior notice:

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  • The project will be considered on hold, and a reactivation fee of £100 may apply

  • If communication is not re-established within 30 days, the project will be closed, and no refund will be issued

App Development Specific Terms

Given the complexity of app development:

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  • Cancelled app projects are subject to milestone-based refunds only

  • Any custom code or technical assets developed remain the property of VIVHOK LTD until full payment is received

Refund Requests and Dispute Resolution

For refund-related concerns, please refer to our Refund Policy. Clients are strongly encouraged to discuss any dissatisfaction or disputes with us directly before initiating chargebacks. Unauthorised chargebacks for delivered work may result in legal action and blacklisting from future services

Changes to This Policy

VIVHOK reserves the right to update or revise this Booking and Cancellation Policy at any time. Updates will be posted on this page with the revised date indicated above

Contact Us

For cancellations, reschedules, or any queries related to this policy, please contact us at: 📧 ask@vivhok.com

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We are committed to ensuring your experience with VIVHOK LTD is professional, respectful, and creatively fulfilling

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