Cancellation and Complaints Policy

1. Purpose and relationship to an engagement

This policy explains how a client may cancel or reschedule a software QA or technical documentation engagement and how a concern or complaint may be submitted and reviewed. It is intended to provide a consistent process while recognizing that each project may have different dependencies, access arrangements, schedules, and deliverables.

A signed statement of work, order, or other written agreement may contain project-specific cancellation, deposit, milestone, or dispute terms. Those written terms control for the applicable engagement if they conflict with this general policy. Nothing in this policy limits rights that cannot lawfully be limited.

2. Cancellation before work begins

A client should send a clear written cancellation request as soon as possible. If no substantive work has begun and no non-cancellable cost has been incurred, an eligible prepaid amount may be returned, less any payment processing charge or approved third-party cost that cannot be recovered, to the extent permitted by law and the applicable agreement.

Preparatory work can include scope analysis, environment review, test-plan design, test-case drafting, access coordination, document structure, scheduling commitments, or procurement of an approved third-party resource. If preparatory work has begun, the value of completed work may be deducted before any refund is calculated.

3. Cancellation after work begins

When an engagement is cancelled after work begins, the client is responsible for fees attributable to completed work, work in progress, approved expenses, reserved capacity where expressly agreed, and non-cancellable commitments. We will use reasonable efforts to stop further avoidable work after receiving an authorized cancellation notice.

Where practical and permitted by the agreement, we may provide completed, paid-for work product in its then-current state. Drafts may be incomplete, unverified, or not suitable for release. An incomplete QA cycle may not include a final status conclusion, regression result, or polished documentation package.

If a milestone structure applies, earned milestone amounts remain payable. If time-based billing applies, recorded time through the effective cancellation point remains payable. If a fixed fee applies, the statement of work should determine the amount earned or the method used to calculate it.

5. Refund principles

Refunds are not automatic merely because a client changes priorities, releases different software, does not implement a finding, disagrees with a documented observation, or experiences a result outside the tested scope. Testing is a professional service that records observable behavior under defined conditions; it is not a guarantee that every defect will be found or that a product will achieve a particular commercial outcome.

A refund or service credit may be considered when there is a verified billing error, a duplicated payment, paid work was not performed, or another remedy is required by the applicable agreement or law. The appropriate remedy may be correction, re-performance, completion of an omitted in-scope item, credit, partial refund, or full refund, depending on the verified facts.

Approved refunds are ordinarily returned to the original payment method where practical. Processing time depends on the relevant financial institution and is outside our direct control after the refund is issued.

6. Rescheduling and client-caused delay

A rescheduling request should be made as early as possible. We will attempt to provide a new date, but availability is not guaranteed. If the change affects reserved capacity, external costs, expedited work, or another client commitment, an adjustment may be required.

Work may be rescheduled when necessary access, test data, requirements, approvals, or authorized contacts are unavailable. Continued delay may require re-estimation because application versions, environments, dependencies, or team availability can change. A project inactive for an extended period may be administratively closed after written notice; reopening may require a new scope and schedule.

7. How to submit a complaint

A complaint should be submitted promptly after the relevant event or delivery and should contain enough information for a fair review. Include:

• the client or organization name and an authorized contact;
• the project, invoice, or scope reference if available;
• a concise description of the concern;
• the date the concern arose;
• the relevant requirement, deliverable, message, or observed behavior;
• supporting screenshots or documents that can be lawfully shared; and
• the remedy or outcome requested.

Do not include production passwords, private keys, payment card data, government identification, or unrelated personal information. If sensitive technical evidence is genuinely required, a safer transfer method should be agreed separately.

8. Complaint review process

We aim to acknowledge a complaint within three business days and to provide a substantive response within ten business days after receiving the information reasonably needed for review. Complex matters, third-party dependencies, holidays, or legal requirements may require more time. If so, we will aim to provide an update and a revised expected response date.

The review may examine the approved scope, test environment, supplied requirements, access history, relevant communications, issue records, deliverables, invoices, and acceptance comments. A different staff member or adviser may review the matter where practical and appropriate.

9. Possible resolutions and escalation

Depending on the verified facts and applicable agreement, a resolution may include explanation, correction of a documentation error, completion of an omitted in-scope task, limited re-performance, revised delivery, account credit, partial refund, full refund, rejection of the complaint with reasons, or another mutually agreed outcome.

If the client disagrees with the initial response, the client may request one internal reconsideration and should identify the part of the decision disputed and any new information. The parties should attempt good-faith resolution before formal proceedings. Governing law, forum, mediation, arbitration, or other dispute requirements in the applicable agreement remain effective.

Submitting a genuine complaint will not result in retaliation or reduction of applicable legal rights. Abusive, threatening, fraudulent, repetitive, or clearly unrelated communications may be restricted while preserving records required by law.

10. Records and privacy

Complaint and cancellation records may be retained as reasonably necessary to resolve the matter, administer the engagement, meet accounting or legal obligations, improve internal procedures, and establish or defend legal claims. Personal information is handled under the Privacy Policy.