Cancellation and Complaints Policy

1. Purpose and relationship to service terms

The objective of this policy is to provide a clear and fair process. It applies to website inquiries and accepted remote administrative support services unless a signed proposal, service order or agreement states a different rule. Where a written service agreement conflicts with this policy, the written agreement controls for the affected engagement.

Nothing in this policy removes a right or remedy that applicable law does not permit the parties to waive.

2. Before a service is accepted

A website inquiry can be withdrawn at any time before acceptance without a cancellation fee. An inquiry does not reserve capacity, create a service relationship or require Managing Services to begin work. If a proposal has been issued but not accepted, you may simply notify us that you do not wish to proceed.

If a deposit has been requested to reserve a start date, the proposal should state when the reservation becomes binding and whether any part of the deposit is refundable.

3. Monthly service cancellation

Unless the applicable agreement states otherwise, either party may request cancellation of an ongoing monthly administrative service by providing at least fourteen calendar days’ written notice before the next renewal or billing date. Service continues during the notice period unless the parties agree to an earlier stop.

Fees already paid for a current service period are generally not refundable once that period has begun, because capacity has been reserved and work may already be in progress. If cancellation occurs before a future prepaid period begins, fees allocated solely to that future period will be reviewed for refund, less non-cancellable third-party costs and any other amount properly due.

At cancellation, the parties should confirm outstanding tasks, final deliverables, access removal, return or deletion of client materials and the date on which routine monitoring or communication ends.

4. Project service cancellation

A fixed-scope project may be cancelled in writing. The client remains responsible for work completed through the effective cancellation date, approved expenses, non-refundable third-party costs and commitments reasonably made in reliance on the confirmed project.

If the client prepaid more than the amount properly due, the balance will be reviewed for refund. If completed work and committed costs exceed the amount paid, a final invoice may be issued. Usable work in progress will be delivered where practical after outstanding amounts are resolved and subject to applicable confidentiality and licensing restrictions.

5. Rescheduling and pauses

A client may request a start-date change or temporary pause. Approval depends on workload, reserved capacity, task dependencies and the expected duration. A pause does not automatically extend deadlines or preserve the same future availability. Revised dates and any effect on fees should be confirmed in writing.

If work cannot proceed because required information, access, approval or client response is unavailable, Managing Services may place the engagement on hold after reasonable notice. A prolonged hold may be treated as a cancellation or require a new start date and updated scope.

6. Immediate suspension or termination

Managing Services may suspend or end work immediately where continuing would reasonably create a security risk, violate law, breach platform rules, expose confidential information, involve harassment or abusive conduct, rely on unauthorized access, facilitate fraud or require work outside the agreed administrative role. Service may also be suspended for material non-payment or a serious breach of the applicable agreement.

Where practical and safe, the client will receive a brief explanation and an opportunity to correct a remediable issue. Immediate action may be taken without prior notice when necessary to protect people, systems, information or legal rights.

7. Refund review

Refunds are not automatic and are assessed against the written service terms, work completed, capacity reserved, approved expenses, third-party commitments, the reason for cancellation and applicable law. Dissatisfaction alone does not establish that all completed work has no value, but a substantiated failure to provide the agreed service will be reviewed fairly.

Approved refunds are returned through a reasonable available method. Processing time can depend on the original payment provider and financial institution. No cash refund or transfer to an unrelated person will be made where doing so would create a security or compliance concern.

8. Raising a service concern

Clients are encouraged to raise a concern as soon as it becomes apparent so that the work can be reviewed while records and context are available. A concern should identify the engagement, affected task or date, expected result, actual result and the preferred practical resolution.

Routine questions, corrections and scope discussions are handled through the ordinary client communication channel. A matter becomes a formal complaint when the client clearly asks for a formal review or the issue cannot be resolved through routine coordination.

9. Formal complaint requirements

A formal complaint should include the complainant’s full name, business or practice name, reliable contact information, relevant service, dates, a concise description of the issue, supporting records reasonably available and the requested outcome. Do not send passwords, full payment credentials or unrelated sensitive information.

If the complaint is made for another person or organization, we may request confirmation that the complainant is authorized to act. Additional clarification may be requested where the issue cannot be identified from the initial notice.

10. Review process

Receipt of a formal complaint will normally be acknowledged within five business days. The acknowledgement may identify any information needed for review. The complaint will be assessed against the confirmed scope, instructions, communications, work records, applicable policies and legal obligations.

We aim to provide a substantive response within fifteen business days after receiving enough information to review the matter. Complex issues, third-party platform records, security incidents or legal questions may require more time. If so, an update will explain the reason for the delay and the expected next step.

A response may include an explanation, correction, re-performance of a reasonable task, updated process, service credit, refund review, revised scope, access change or a decision that the request is not supported by the service record. The appropriate outcome depends on the facts and applicable agreement.

11. Escalation and reconsideration

If you believe the response overlooked material information, you may request reconsideration within fourteen calendar days. Identify the disputed part of the response and provide any new relevant information. Repetition of the same statement without new context may not change the outcome.

Where a dispute remains unresolved, the parties should follow the dispute process in the applicable service agreement or Terms and Conditions. A request for reconsideration does not extend a legal limitation period where one applies.

12. No retaliation and fair treatment

A good-faith complaint will not result in retaliation. Managing Services may, however, set reasonable communication boundaries, protect team members from abuse, refuse unlawful demands and preserve records needed to respond to a dispute.

Complaints are handled confidentially to the extent reasonably possible. Information may be shared with people who need it to investigate, obtain professional advice, comply with law or implement the outcome.

13. Access and information at offboarding

At the end of an engagement, clients should revoke system access, change shared credentials where appropriate and confirm return, export or deletion instructions for working materials. Managing Services will follow the agreed offboarding process, subject to lawful record retention, backups, unresolved payment matters and the preservation of records reasonably required for legal claims or security.

14. Policy updates

This policy may be updated to reflect changes in services, billing practices, law or internal complaint procedures. The version that applied when a service was accepted will be considered together with the applicable written agreement and mandatory law.