Cancellation and Complaints Policy

1. Before a Project Starts

An inquiry or preliminary discussion can be discontinued at any time before a written project agreement is accepted. No work capacity is reserved by submitting the website form alone. If a proposal states an expiration date, the proposal ends automatically after that date unless extended in writing.

2. Cancellation After Acceptance

A client wishing to cancel an accepted project should provide written notice identifying the project, the person authorized to cancel, the requested effective date, and a short explanation. Cancellation becomes effective when received and acknowledged, subject to the applicable agreement. The company may stop scheduling new work while clarifying an uncertain cancellation request.

3. Charges on Cancellation

The client remains responsible for work performed through the effective cancellation date, approved expenses, non-cancellable third-party commitments, licensed materials obtained for the project, and reasonable transition or delivery work requested by the client. Deposits and milestone payments are applied as stated in the accepted project document. A deposit is not automatically refundable merely because the client changes direction after capacity has been reserved or work has begun.

4. Refund Review

If the amount paid exceeds properly chargeable work and commitments, the excess will be reviewed for refund. If completed work and commitments exceed amounts paid, the remaining balance may be invoiced. Any approved refund is normally returned using the original payment method when practicable. Bank, processor, currency, tax, or third-party timing may affect when funds appear.

5. Paused or Abandoned Projects

If required client input, content, access, approval, or payment is delayed, the project may be paused and rescheduled based on availability. A prolonged period without response may be treated as client suspension or cancellation if the applicable project document permits. Restarting work may require an updated schedule, revised estimate, current technical review, and payment of outstanding amounts.

6. Company Cancellation

The company may suspend or terminate work for nonpayment, unlawful or unsafe requests, misuse, harassment, material breach, repeated failure to provide required cooperation, undisclosed conflicts, or circumstances making lawful delivery impracticable. Where reasonable, notice and an opportunity to address a remediable issue will be provided. Fees and deliverables will be handled under the accepted agreement and applicable law.

7. How to Make a Complaint

A complaint should be sent in writing to the email below. Include your name, project name, relevant dates, the service or deliverable involved, what you expected, what occurred, supporting documents or screenshots, and the outcome you consider reasonable. Do not include passwords, secret keys, full payment-card information, or unrelated personal data.

8. Complaint Review

The company aims to acknowledge a sufficiently detailed complaint within five business days. The matter may require review of project documents, communications, submitted work, change requests, approvals, technical records, and invoices. Additional information may be requested. A substantive response is normally targeted within fifteen business days after sufficient information is available, although complex technical or third-party issues may require more time.

9. Possible Outcomes

Depending on the circumstances and contractual terms, an outcome may include an explanation, correction of a verified defect, completion of an agreed item, revised delivery plan, account adjustment, partial refund, project cancellation, or a finding that the work met the accepted requirements. A preference change or new requirement is generally handled as a scope change rather than a defect.

10. Escalation and Good-Faith Resolution

If the initial response does not resolve the concern, the client may request a second review and should identify the remaining disputed points. Both parties should make a good-faith effort to resolve the matter directly before formal proceedings. Nothing in this policy removes mandatory rights or remedies available under applicable law.

11. App Stores and Third Parties

Rejection, delay, outage, policy change, or account action by an app store or other third party does not by itself establish defective service. The company will reasonably explain known third-party issues and, where included in scope, support a compliant response. Third-party charges and decisions remain subject to the provider’s terms.

12. Records and Privacy

Cancellation and complaint records may be retained to manage the request, document the project, resolve disputes, comply with accounting or legal requirements, and improve internal processes. Personal information is handled under the Privacy Policy.