Cancelling is simple. No contract, no exit fee.
Our standard plans are all rolling monthly. If you want to stop, give us 30 days’ notice and we’ll take care of the rest. You don’t have to give a reason, though if something isn’t working for you we’d like the chance to put it right first.
Standard plans: 30 days’ notice · No exit fee · No fixed term
Three steps
01.
Email us
Send a short email to admin@catchlio.co.uk saying you’d like to cancel. Please include your business name and the email address you signed up with, so we can find you straight away.
02.
We confirm
We’ll reply to confirm your cancellation and the date your 30 days’ notice ends. If you want to keep your website, this is also when we talk through your options.
03.
Your plan ends
Your plan carries on as normal until the notice period ends, then it stops. Any fees for work already completed remain payable.
Three options for what happens next
Catchlio owns the website itself, and hosting it is part of your monthly plan. So before your plan ends, decide what you’d like to happen to it.
01.
Move it to your own hosting
Arrange and pay for your own hosting before your plan ends, and we’ll help you transfer the site. Provided that’s in place in time, we’ll licence the website to you so you can carry on using it there.
02.
Keep it with us, hosting only
If you’d rather we carried on hosting it without the monthly updates, ask us about a simple hosting only plan instead of cancelling everything.
03.
Let it go
If no replacement hosting is arranged, your right to use the website ends with your plan and it may be taken offline. We’d always rather you knew that in advance, which is why we ask early.
Once your plan has ended, we’re no longer responsible for hosting, availability, backups, security, software updates or hosting charges, unless we’ve agreed something separately in writing.
The things that were always yours
Cancelling doesn’t mean losing what belongs to you. Here’s where each part of your online presence stands.
01
Your domain name
Your domain belongs to you and stays yours. Because we manage its renewal as part of your plan, we’ll talk you through who looks after renewals before your service ends, so it never lapses by accident.
02
Your Google profile
It’s in your name, so it stays yours. Once your plan ends, we stop managing it.
03
Your content and materials
Your business information, photographs, logos and branding belong to you, and so does the content we created for your business, such as the text and images.
04
Your plan’s tools
Tools that run as part of your plan, such as lead capture, enquiry automation and the WhatsApp enquiry tool, may stop working when your plan ends, because they depend on us providing them.
Good to know
Can I cancel at any time?
Yes. On our standard plans there’s no minimum term, so you can cancel whenever you like by giving 30 days’ notice. If you’re on a bespoke plan, minimum terms may apply, and these will be set out in your agreement.
Is there a cancellation fee?
No. On our standard plans there’s no exit fee. Any fees for work already completed, or costs properly incurred, remain payable. If you’re on a bespoke plan, your agreement will show any minimum term.
Do I get a refund?
Monthly fees aren’t refunded for any unused part of a billing period, because your service continues until your notice period ends. Your setup fee is refunded if you cancel before we’ve started work. If work has already started, we charge £50 per hour for the time spent, take that off your setup fee and refund the difference. The charge never goes above the setup fee you paid.
Can Catchlio cancel my plan too?
Either of us can end the monthly service by giving 30 days’ notice, so you’d never be caught out without time to plan.
What happens to an introductory discount?
If you signed up with an introductory discount, it ends when your plan ends and can’t be reinstated if you return later.
What about the 14 day cooling off period?
When you sign up, we ask whether you want your service to start straight away. If you say yes, you agree to give up the usual 14 day cooling off period for online purchases, because we begin work immediately. Either way, you can still cancel your monthly service at any time with 30 days’ notice.
Who do I contact if I’m not sure?
Call Jack on 07964 804347 or Mark on 07908 836836, or message us on WhatsApp. Cancelling by email means there’s a clear record, so please send a short email as well.
Here to help
Want to talk it through first?
There’s no pressure either way. Call or message us, or send the email when you’re ready.