Membership Cancellation Policy

CARVADO

MEMBERSHIP CANCELLATION POLICY

Document ID:

CAR-LGL-003

Version:

1.0

Classification:

Public

Status:

Draft for Final Legal Review

Document Owner:

Carvado Membership Team

Effective Date:

[To be completed]

Review Date:

[To be completed]

Last Updated:

[To be completed]

DOCUMENT INFORMATION

This Cancellation Policy forms part of the Carvado Membership Legal Centre.

This document should be read together with the Membership Terms & Conditions.

Where any inconsistency exists between this document and the Membership Terms & Conditions, the Membership Terms & Conditions shall take precedence unless applicable law requires otherwise.

This document explains how Membership cancellation operates, the effect of cancellation requests, minimum Membership commitments, refunds, and what happens when Membership ends.

CONTENTS

1 Introduction

2 Scope

3 Minimum Membership Term

4 Requesting Cancellation

5 Cancellation During the Minimum Membership Term

6 Cooling-Off Rights

7 Refunds

8 Effect of Cancellation

9 Rejoining Membership

10 Carvado Cancellation Rights

11 Governing Law

12 Version History

This Cancellation Policy explains how Members may bring their Membership to an end and what rights and obligations continue following a cancellation request.

The purpose of this Policy is to provide a fair, transparent and consistent process for both Members and Carvado.

This Policy forms part of the Membership Agreement and should always be read together with the Membership Terms & Conditions.

Capitalised terms used within this Policy have the meanings given to them within the Membership Terms & Conditions unless expressly defined otherwise.

This Policy applies to all recurring Membership programmes operated by Carvado unless an alternative written agreement expressly provides otherwise.

This Policy applies to all consumer Membership subscriptions operated by Carvado including current and future Membership Programmes unless expressly excluded.

Cancellation allows a Member to bring their Membership to an end in accordance with the Membership Agreement.

Cancellation should not be confused with:

• suspension;
• payment recovery;
• Membership transfer;
• Membership expiry.

Each operates independently under the Membership Agreement.

Unless expressly stated otherwise during purchase, every Membership is purchased with a minimum contractual commitment of twelve (12) consecutive months.

This minimum period forms part of the Membership Agreement accepted during checkout.

The minimum Membership Term reflects the ongoing nature of the Membership programme and the fact that Membership Benefits become available immediately following activation.

These benefits may include:

• Digital Content;
• Member Dashboard access;
• support services;
• insurance review entitlement;
• referral participation;
• Welcome Pack fulfilment;
• Member-only resources.

Members continue receiving Membership Benefits throughout the minimum Membership Term even where they notify Carvado that they do not wish the Membership to renew afterwards.

Members may request cancellation at any time during their Membership.

Cancellation requests should be submitted using the methods made available by Carvado at the time, which may include:

• the Member Dashboard;
• email;
• written correspondence;
• another method approved by Carvado.

Where reasonably practicable, Carvado will acknowledge receipt of the cancellation request.

Members are encouraged to retain that confirmation for their records.

The effective cancellation date depends upon:

• the remaining Membership Term;
• the Member's contractual obligations;
• applicable consumer legislation;
• any alternative agreement reached with Carvado.

Where a cancellation request is received before completion of the minimum Membership Term, the Membership normally continues until that minimum period has ended.

The cancellation request prevents future automatic renewal but does not immediately terminate the Membership.

Members continue receiving Membership Benefits throughout the remainder of the Membership Term unless Membership is suspended or terminated under the Membership Terms.

Membership Fees remain payable throughout the agreed minimum Membership Term.

Cancellation does not remove liability for contractual Membership Fees that remain due.

Carvado may, at its absolute discretion, agree to an earlier termination where exceptional circumstances exist.

Any such agreement does not create a precedent or entitlement for future requests.

Where applicable, Members may have statutory cancellation rights under consumer legislation.

Nothing within this Policy removes any statutory rights which cannot legally be excluded.

During checkout, Members expressly request immediate access to Membership Benefits before expiry of any statutory cooling-off period.

Where immediate access has been requested and Membership Benefits have been supplied, any refund entitlement may be reduced to reflect the value of services already provided and Digital Content already made available, in accordance with applicable legislation.

Depending upon the extent of benefits already supplied, this may result in no refund being payable.

Membership Fees are paid in consideration of the Membership Benefits made available throughout the Membership.

As Membership Benefits become available immediately following activation, Members acknowledge that refunds may not always be available following cancellation.

In assessing any refund request, Carvado may consider Membership Benefits already supplied, including but not limited to:

• activation of the Member Dashboard;
• access to Digital Content;
• downloadable resources;
• Insurance Review services;
• messaging support;
• telephone support;
• Welcome Pack fulfilment;
• member-only offers;
• referral programme participation;
• administrative services already provided.

Where a Member has expressly requested immediate access to Membership Benefits before expiry of any statutory cooling-off period, any refund entitlement may be reduced to reflect the value of Membership Benefits already supplied, in accordance with applicable consumer legislation.

In many cases, where substantial Membership Benefits have already been provided, this may result in no refund being payable.

Where a Welcome Pack has already been dispatched or delivered, its value may be taken into account when assessing any refund entitlement where permitted by applicable law.

Welcome Packs remain one-time Membership Benefits and are not required to be returned unless expressly requested by Carvado.

Digital Content supplied through Membership is licensed rather than sold.

Downloaded Digital Content remains subject to the Membership Terms & Conditions and the applicable licence granted by Carvado.

Nothing within this Policy prevents Carvado from offering a goodwill refund, partial refund or other resolution where Carvado considers this appropriate.

Any such decision is entirely discretionary and does not create a precedent for future cases.

When cancellation becomes effective:

• recurring Membership payments will cease;
• future Membership Benefits will end;
• access to Member-only services may cease;
• Insurance Review allowances remaining within future Membership Years will expire;
• future event eligibility may end.

Following cancellation, access to the Member Dashboard may be reduced or removed.

Carvado may continue providing access to information reasonably required by the former Member, including payment history, invoices or other records where appropriate.

Digital Content previously downloaded onto the Member's own personal devices may remain available for that Member's personal use.

Continued access through the Member Dashboard normally ends when Membership is no longer active.

Nothing within this Policy transfers ownership of Digital Content to the Member.

Cancellation does not create entitlement to additional Welcome Packs.

Where a Welcome Pack has already been supplied, no replacement or duplicate Welcome Pack will be issued following cancellation or future rejoining.

Referral rewards already approved before cancellation remain subject to the Referral Programme Terms.

Pending referral rewards may continue to be assessed in accordance with the Referral Programme Terms.

Future referral activity normally ceases once Membership is no longer active.

Cancellation does not remove obligations which by their nature continue after Membership ends.

Examples include:

• payment of outstanding contractual sums;
• confidentiality obligations;
• intellectual property obligations;
• restrictions on commercial use of Digital Content;
• dispute resolution provisions;
• any other provisions intended to survive cancellation.

Former Members are welcome to apply for Membership again following cancellation.

Acceptance of any future Membership application remains subject to the eligibility requirements and Membership Terms applicable at the time of the new application.

Where a former Member rejoins, the new Membership is treated as a new Membership Agreement.

The Membership Terms, Membership Fees, Membership Benefits and other conditions applicable at that time will apply.

Unless expressly stated otherwise:

• previous Welcome Packs are not reissued;
• previously redeemed one-time Membership Benefits do not restart;
• previous promotional offers do not automatically apply;
• previous referral rewards do not reset.

Carvado may retain historic Membership records for legal, regulatory, operational or fraud prevention purposes.

Such records do not necessarily entitle a former Member to historic Membership pricing or previous Membership Benefits.

Carvado reserves the right to cancel or terminate a Membership where permitted by the Membership Terms & Conditions.

Circumstances may include:

• fraud;
• attempted fraud;
• repeated payment failure;
• serious breach of the Membership Agreement;
• unlawful conduct;
• abuse of Membership Benefits;
• deliberate misuse of Membership services;
• repeated breaches of the Fair Use Policy;
• behaviour presenting an unacceptable risk to Carvado, its Members or its staff.

Where reasonably practicable, Carvado will notify the Member before cancellation takes effect.

Immediate cancellation without notice may occur where the seriousness of the circumstances reasonably requires it.

Cancellation by Carvado does not automatically remove liability for Membership Fees already contractually due.

Document:

Membership Cancellation Policy

Document ID:

CAR-LGL-003

Version:

1.0

Classification:

Public

Status:

Draft for Final Legal Review

Effective Date:

[To be completed]

Review Date:

[To be completed]

Last Updated:

[To be completed]

Document Owner:

Carvado Membership Team

Review Cycle:

Annual or earlier where required by changes in legislation, regulation or Membership operations.

Revision History

Version 1.0

Initial publication.

END OF MEMBERSHIP CANCELLATION POLICY