Effective date: July 27, 2026. This policy applies unless a signed custom agreement provides more favorable terms or mandatory law requires otherwise.
1. How to cancel
Send a cancellation request through the portal or to support@certlev.com with the order number and information sufficient to confirm authority. A request is effective when received, but work already performed, committed third-party costs and enforceable obligations remain relevant.
2. Before project-specific work begins
If CertLev has not begun project-specific work, a cancellation is generally eligible for a refund of amounts paid, less nonrecoverable third-party or payment costs where deduction is lawful and disclosed. CertLev may issue a full refund when it declines the project.
3. After work begins
Because development is customized, an approved refund after work begins is based on the unearned portion after accounting for discovery, planning, design, development, project management, meetings, licensed items, committed costs, completed deliverables and other work reasonably performed. CertLev will provide a good-faith explanation. Remaining calendar time is not necessarily the same as unearned value.
4. After delivery or acceptance
After final delivery, approval, deployment or substantial use, fees are generally nonrefundable except for a material failure to provide the agreed service, an express remedy, or a non-waivable legal right. CertLev should receive a reasonable opportunity to correct a reproducible material nonconformity.
5. Client delay and scope change
A changed business direction, inaccurate or incomplete content, missing access, third-party restriction, requested new feature, or delay outside CertLev’s reasonable control does not automatically create a refund right. CertLev may offer a pause, change order, partial delivery, credit or other practical resolution.
6. EEA and UK consumers
Where applicable, a consumer entering a distance service contract generally has a 14-day withdrawal period, subject to law and exceptions. When a consumer expressly requests service during that period and later withdraws before completion, proportionate payment may be due for service supplied. The right may be lost after full performance when performance began with the required prior express consent and acknowledgment. Mandatory local rules control.
To withdraw, send an unambiguous statement to support@certlev.com identifying the customer, order, order date, address and decision to withdraw.
7. Refund method and timing
Approved refunds are ordinarily returned to the original payment method. CertLev will initiate an approved refund within 10 business days after the amount is determined, although processors and banks may take longer. Currency-conversion and third-party banking fees may not be recoverable.
8. Payment disputes
Contact support@certlev.com promptly if you believe a payment is unauthorized or service materially differs from the agreement. Nothing here waives a lawful dispute right, but knowingly false or duplicate disputes may violate the Terms and law.
9. Mandatory rights
This policy does not restrict non-waivable cancellation, cooling-off, refund, warranty or consumer-protection rights.