1. Purpose and scope
This Policy explains how a customer may request cancellation, how fees and completed work are reviewed, and how a concern or complaint can be raised. It applies to service modules, custom implementation work, and monthly automation support purchased from TRIUDS. A signed statement of work or expressly accepted proposal may contain project-specific cancellation terms. If it directly conflicts with this general Policy, the project-specific term controls for that engagement.
Our services are tailored digital and professional services rather than off-the-shelf physical goods. Time may be reserved, discovery completed, customer systems reviewed, configurations created, or third-party commitments made before a final deliverable is presented. For that reason, cancellation does not automatically mean that every payment is refundable.
2. Cancellation before work begins
A customer may request cancellation before substantive project work begins. The request should identify the customer, project, selected service, invoice or proposal reference, and reason for cancellation. We will confirm whether work has started, whether time has been reserved, and whether any noncancelable third-party cost has been incurred.
If no substantive work has begun and no nonrecoverable cost or expressly nonrefundable reservation fee applies, we may cancel the engagement and return eligible amounts using an appropriate method. If discovery, planning, access review, technical preparation, or reserved scheduling has already occurred, a reasonable amount may be retained for completed work and committed cost. The remaining eligible balance, if any, will be identified in writing.
A project is not considered unstarted merely because a visible configuration has not yet been delivered. Review of source materials, process mapping, system assessment, architecture planning, and preparation of implementation specifications are substantive services.
3. Cancellation after work begins
A customer may ask to stop an active project at any time by sending a clear written request. We will take reasonable steps to pause new work after receiving the request, protect project materials, and calculate the position as of the effective cancellation time.
The customer remains responsible for completed work, approved milestones, time or fixed-scope value already delivered, authorized change work, and noncancelable costs incurred for the project. If payments received exceed those amounts, we will review the unused balance for a possible partial refund. If completed work and approved costs exceed payments received, the unpaid balance remains due.
Where practical and lawful, we will provide paid-for work in its then-current condition. Partially completed configurations may not be ready for production use and may require further testing, documentation, or correction. The customer assumes responsibility for any use of incomplete work after cancellation.
If access to a customer's system is no longer required, the customer should revoke it promptly. We will also follow the agreed offboarding steps and remove retained credentials in accordance with our security and retention practices.
4. Monthly Automation Support
Monthly Automation Support is priced at $950 per month for the standard published scope. The written support arrangement should state the billing cycle, included work, response expectations, and any minimum period. Unless a different written term applies, a customer may request cancellation before the next billing cycle begins. Cancellation stops future included support after the paid period ends; it does not ordinarily create a prorated refund for a current period in which availability, monitoring, or support capacity has already been provided.
Work outside the included monthly scope requires separate approval. A customer should download or request any current documentation needed for internal continuity before support ends. Following termination, future maintenance, platform updates, credential changes, and monitoring become the customer's responsibility unless a new arrangement is accepted.
5. Refund review
Refund decisions are based on the accepted scope, payment terms, work completed, project records, deliverables made available, time reserved, approved expenses, and the reason for the request. A refund may be appropriate when payment was duplicated, a service was charged in error, we cancel before performing the corresponding work, or another written commitment requires it.
A refund will generally not be available solely because a customer changes preference after approved work is completed, declines to provide required access or feedback, chooses not to use a delivered system, experiences a third-party platform change outside our control, or expects a result that was not included in the written scope. This does not limit rights that cannot legally be waived.
If a refund is approved, timing can depend on the original payment method and financial provider. We will provide a written confirmation identifying the approved amount and the basis of the calculation.
6. How to submit a complaint
We encourage customers to raise concerns promptly so that the project record is current and a practical correction remains possible. A complaint should include: the customer's name and company; the project, service, invoice, or relevant date; a clear description of the issue; what was expected under the agreed scope; supporting examples or screenshots where useful; any earlier communication about the issue; and the resolution requested.
Do not include account passwords, full payment card details, government identifiers, or unrelated confidential information in a complaint. If system evidence is needed, we will identify a safer way to provide it.
We will acknowledge a complete complaint within five business days when reasonably possible. We may ask focused follow-up questions, review the applicable scope and project records, reproduce a reported issue, or consult an authorized project contributor. Complex matters may require additional time, and we will communicate a status update if the review cannot be completed promptly.
7. Possible resolutions
Depending on the facts and the agreed scope, a resolution may include clarification of the service, correction of a reproducible defect, completion of an omitted in-scope item, revised documentation, a mutually agreed implementation adjustment, service credit, partial refund, cancellation of remaining work, or a written explanation that the requested item falls outside the agreement.
We distinguish a defect from a change request. A defect is a reproducible failure to meet an agreed requirement. A change request is a new preference, expanded workflow, additional integration, revised business rule, or changed third-party environment. Defects within the acceptance terms are addressed without an additional scope fee; change requests may require a revised price and timeline.
If the initial response does not resolve the complaint, the customer may request a second internal review and should explain which factual point or contract term remains disputed. Both parties agree to attempt direct good-faith resolution before pursuing a formal remedy, without limiting rights available under applicable law.
8. Business days and communications
Business days generally mean Monday through Friday, excluding widely observed U.S. holidays. A cancellation or complaint is effective when received in a form that clearly identifies the request and permits us to verify the customer or authorized representative. An informal comment without sufficient project information may not be treated as a cancellation instruction.
We will use the contact information associated with the project for status updates unless the customer provides a verified replacement. Customers should keep their business contact information current.
9. Contact
Submit cancellation requests, refund questions, and complaints through the business contact below. Include the relevant project or invoice reference when available.