Refund and Cancellation Policy
Version 1.0 · Last updated June 2026
1. Introduction and Scope
This Refund and Cancellation Policy ("Policy") explains how cancellations, refunds, and the EU consumer right of withdrawal apply to the IVO work marketplace platform ("Platform") operated by Internetivo Ltd ("Internetivo", "we", "us", "our").
This Policy forms part of, and must be read together with, the Terms of Service. Where this Policy describes the marketplace escrow flow, it follows and does not replace the payment and dispute provisions of the Terms of Service. In the event of conflict, the Terms of Service prevail, except where mandatory consumer law provides otherwise.
Internetivo operates the Platform as a neutral facilitator and escrow agent. Contracts for work are formed directly between Clients and Workers. Internetivo is not a party to those contracts.
2. Marketplace Escrow Refunds
2.1 Cancellation Before Work Begins
If a task is cancelled before the Worker has begun work, the Client receives a full refund of the escrowed amount. No Platform Fee is charged where a task is cancelled before work begins.
2.2 Cancellation After Work Begins
If a task is cancelled after work has begun, any refund is determined through the dispute resolution process described in the Terms of Service. The escrowed funds are frozen when a formal Dispute is raised, and the outcome may be a full or partial release to the Worker, a full or partial refund to the Client, or a split determination.
2.3 Platform Fees
The Platform Fee is non-refundable once a transaction has been approved, completed, or paid out. Fees already earned on completed transactions are not returned.
2.4 Credit and Payouts
Available Payouts are settled in accordance with the Terms of Service, subject to identity verification, minimum amounts, and processing times. Payouts are amounts Internetivo owes you for services supplied, not a stored balance you own. Credit is a prepaid, non-cashable balance usable only to purchase services on the Platform. Escrow is not a bank deposit, earns no interest, and is not covered by any deposit protection scheme.
3. EU Consumer Right of Withdrawal
This Section applies only to Users who are consumers within the meaning of EU consumer law, meaning a natural person acting for purposes outside their trade, business, craft, or profession ("Consumer"). It does not apply to business users (see Section 3.4).
3.1 The 14-Day Cooling-Off Right
Where applicable, a Consumer who purchases a paid service or paid digital service from Internetivo has the right to withdraw from that contract within fourteen (14) days, without giving any reason, in accordance with the EU Consumer Rights Directive as implemented in Cyprus. The withdrawal period generally runs from the day the contract is concluded.
3.2 Exception for Services and Digital Content Started Early
The right of withdrawal does not apply, and is lost, where the Consumer has expressly requested that performance of a service or supply of digital content begin during the 14-day cooling-off period and has acknowledged that the right of withdrawal will be lost once the service is fully performed or once supply of the digital content has begun. Many Platform services, including the immediate provision of digital marketplace functionality, fall within this exception.
3.3 How We Obtain the Acknowledgement
Where a Consumer chooses to begin using a paid service or paid digital service immediately, before the end of the cooling-off period, the Platform obtains the Consumer's express request to begin early and the Consumer's express acknowledgement that the right of withdrawal will be lost, by means of a clear, affirmative confirmation presented at the point of purchase or activation. By giving that confirmation, the Consumer consents to immediate performance and accepts the loss of the withdrawal right to the extent permitted by law. We retain a record of this confirmation.
3.4 Business Users Excluded
The right of withdrawal is a consumer right. It does not apply to Users acting in the course of a trade, business, craft, or profession. Business-to-business transactions are governed by the Terms of Service and the cancellation mechanics in Section 4.
3.5 How to Exercise Withdrawal
A Consumer who is entitled to withdraw may do so by sending a clear statement of the decision to withdraw by opening a support ticket before the cooling-off period ends. Where a valid withdrawal applies and no exception has removed the right, we will reimburse the relevant payment using the same means of payment used for the transaction, without undue delay.
4. Cancellation Mechanics
4.1 How to Request Cancellation
Cancellations and refund requests are made through the Platform, or by contact us by opening a support ticket through the ticketing system. Please include the relevant account, task, and transaction details.
4.2 Subscriptions and Recurring Contracts
Subscription plans and recurring contracts continue until cancelled. A User may cancel a subscription or recurring contract through account settings or by contacting support, subject to any notice period stated in the relevant contract or plan. Cancellation takes effect at the end of the current billing or contract cycle unless stated otherwise, and prevents future renewals. Amounts already paid for the current cycle are not refunded except where a mandatory consumer right or this Policy requires it.
4.3 Timelines
Where a refund is due, we process it without undue delay once the relevant cancellation, dispute outcome, or withdrawal is confirmed. The time for funds to reach a Consumer or User depends on the original payment method and the payment processor.
5. Disputes and Chargebacks
5.1 Dispute Path
Disagreements about a task outcome are handled through the dispute resolution process in the Terms of Service, not through this Policy alone. Raising a formal Dispute freezes the relevant escrow.
5.2 Chargebacks
If a Client initiates a card chargeback instead of using the Platform's dispute process, Internetivo may pause the relevant transaction and account activity, provide the payment processor with transaction records, and recover from the responsible party any amounts charged back together with associated costs. Initiating a chargeback in bad faith, or to circumvent the dispute process, may result in account suspension under the Acceptable Use Policy.
6. Changes to This Policy
Internetivo may update this Policy from time to time. Material changes will be notified in accordance with the change-notice provisions of the Terms of Service, with at least 30 days' notice for material changes. Continued use of the Platform after the effective date constitutes acceptance of the updated Policy. Mandatory consumer rights are unaffected by changes to this Policy.
Experimental Features, Assumption of Risk, and Waiver
The Platform and its features are provided on an "as is" and "as available" basis and may include experimental, beta, preview, or in-development features that may be incomplete, may change or be withdrawn at any time, may not work as intended, and may produce errors. You use the Platform and any such feature at your own risk, and you are responsible for keeping your own backups of important data and files. Full detail is in the Experimental Features and Beta Disclaimer.
To the maximum extent permitted by applicable law, Internetivo gives no warranty of any kind and has no liability for, and you release Internetivo from and waive any claim arising from, software bugs or defects, errors, downtime or unavailability, loss of or damage to data or files, failed or delayed transactions, or any other technical issue, including any direct, indirect, or consequential loss. You agree to report any bug, defect, or issue, and any feedback, by opening a support ticket; doing so does not entitle you to any payment, credit, refund, or compensation.
To the maximum extent permitted by applicable law, you are not entitled to and waive any claim for reimbursement, compensation, refund of fees, damages, returns, or other monetary relief from Internetivo arising from these matters. This does not apply to your Credit balance, any Payouts owed to you, or amounts held in escrow for your tasks, which are handled under the Terms of Service and the Refund and Cancellation Policy. Nothing in this section excludes any liability that cannot be excluded under applicable law (including for death or personal injury caused by negligence, fraud, or gross negligence) or your mandatory rights as a consumer or data subject.
7. Contact
Internetivo Ltd Support: a support ticket Legal: a legal ticket Website: https://internetivo.com/legal
Consumers may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
Related documents: Terms of Service, Legal Notice (Impressum).
This Policy is governed by the laws of the Republic of Cyprus and EU law where applicable.