Refund and Cancellation Policy
Website: https://villagesvillahost.com/
Company: Villages Villahost LTD
Company number: 17256199
Effective date: 14 February 2025
Last updated: 12 October 2026
1. Introduction
This Refund and Cancellation Policy explains how cancellations, subscription renewals and refund requests are handled for software and related services supplied by Villages Villahost LTD (“Villahost”, “we”, “us” or “our”).
This policy applies alongside our Terms of Service and does not remove any rights that customers have under applicable consumer protection law.
2. Subscription Plans and Charges
The available plans, features, subscription periods, prices and payment terms will be presented on our website, at checkout or in the relevant order confirmation.
Before purchasing, customers should check the selected plan, billing currency, subscription duration, included features, renewal arrangements and any applicable taxes or additional fees.
Third-party providers, such as payment processors or booking platforms, may charge separate fees under their own terms.
3. Demonstrations and Trial Periods
Where a free demonstration or trial is offered, the applicable duration and conditions will be explained in the relevant offer.
A demonstration does not itself create a paid subscription unless the customer subsequently agrees to the applicable paid terms.
If a trial converts to a paid subscription, we will disclose the price, billing frequency, conversion date and cancellation method before obtaining the required agreement.
4. Subscription Cancellation
Customers may request cancellation through the cancellation controls provided in their account or by emailing sales@villagesvillahost.com.
Unless the relevant order states otherwise:
Cancellation will prevent future automatic renewals once it takes effect.
Access may continue until the end of the current paid subscription period.
Cancelling a subscription does not automatically refund unused time.
Outstanding amounts properly due for services already supplied remain payable, subject to applicable law.
We will communicate the applicable cancellation date and any material consequences of cancellation.
Where a subscription does not renew automatically, the relevant order or account information will explain how the subscription ends or is renewed.
5. When Refunds May Be Available
A refund may be available in circumstances including:
An incorrect or duplicate charge.
A failure to provide a paid service that warrants a refund under the contract or applicable law.
A qualifying statutory cancellation.
A material service failure where a refund or price reduction is legally required or contractually appropriate.
A refund expressly approved by Villahost.
Any other circumstance in which applicable law requires a refund or other remedy.
Refund requests will be assessed fairly in light of the circumstances, the applicable contract and mandatory legal rights.
6. Consumer Cooling-Off Rights
Consumers entering qualifying distance contracts may have a statutory cancellation period, which can be 14 days under applicable UK consumer legislation.
The applicable rules depend on the type of contract, the customer’s status and whether the purchase is for a service or digital content.
Where applicable law requires specific information, consent or acknowledgement before a service begins during a cooling-off period, we will provide the required information and obtain the necessary confirmation.
If a consumer asks us to begin supplying a service during the cooling-off period and later cancels, any amount payable for services already supplied will be calculated in accordance with applicable law.
For digital content, cancellation rights may be affected where supply begins during the cancellation period following the consumer’s express consent and acknowledgement of the legal consequences, where those requirements apply.
Nothing in this policy removes any statutory cancellation, refund or other consumer right.
7. Annual Subscriptions and Partial Refunds
For an annual subscription, unused time is not automatically refundable after any applicable statutory cancellation period, unless the contract provides otherwise or a refund is required by law.
We will consider requests relating to billing errors, extended service interruptions, material failures and other exceptional circumstances.
If a partial refund is approved, we will explain the amount and the basis of the calculation.
8. Circumstances Where Refunds Are Not Normally Provided
To the extent permitted by law, we do not normally refund:
Subscription fees for periods already supplied where no contractual or legal refund entitlement applies.
Fees charged independently by third-party providers that Villahost did not collect and cannot refund.
Charges for external booking platforms or payment services governed by third-party terms.
Fees properly due for services already provided.
These provisions do not apply where a refund, price reduction or other remedy is required by law. The fact that a service is digital does not automatically make every purchase non-refundable.
9. Requesting a Refund
To request a refund, email sales@villagesvillahost.com with the subject line Refund Request.
Please provide:
Your registered account email address.
The relevant invoice or transaction reference.
The subscription or service concerned.
The reason for the request.
Any supporting information that may help us assess the request.
Do not send complete payment card numbers or security codes by email.
We aim to acknowledge refund requests within five business days and provide a decision as soon as reasonably practicable. This target does not extend any statutory refund deadline.
10. Processing Approved Refunds
Approved refunds will normally be returned to the original payment method unless another method is agreed or required by law.
The time taken for funds to appear in your account may depend on your bank or payment provider. We will comply with any applicable statutory deadlines.
11. Payment Disputes
If you believe a payment is incorrect, contact us so we can investigate.
Nothing in this policy prevents you from contacting your payment provider or exercising any rights available under applicable law.
12. Changes to This Policy
We may update this policy to reflect changes in our services or legal requirements. Updated versions will be published on our website.
Changes will not retrospectively remove rights that have already accrued.
13. Contact Details
Villages Villahost LTD
Company number: 17256199
Email: sales@villagesvillahost.com
Publication condition: Confirm the actual subscription renewal mechanism, trial terms, cancellation workflow and refund procedure before publication. Ensure that checkout and confirmation emails provide any legally required cancellation information.