Cancellation and Complaints Policy
Last updated: October 9, 2026 · Company opened: October 1, 2026
1. Purpose and application
This policy describes how Corten Mechanism approaches cancellation requests, changes to booked work, refund assessment and service complaints. It was last updated on October 9, 2026. It applies alongside the accepted proposal or project agreement.
A project agreement may set specific milestones, deposits, notice periods and cancellation terms. Those agreed provisions govern the engagement where they differ from this general policy, subject to rights that cannot lawfully be excluded. Using the website form alone does not create a paid booking or a cancellation fee.
2. Requests before acceptance
You may decide not to proceed with a proposal before accepting it. An initial enquiry or discussion does not require you to purchase a package. If a separately priced discovery or assessment service has already been accepted, its own scope and payment terms apply.
To avoid uncertainty, tell us clearly when you no longer wish to pursue a pending proposal. A proposal may have an expiry date or depend on current availability. We do not assume that silence is acceptance of paid work.
3. Cancelling an accepted project
Send a cancellation request in writing through the published contact channel and identify the relevant project, agreement or invoice. State whether you want to stop all work or a particular part of the scope. A locally generated website-form reference alone may not identify an accepted project.
After receiving the request, the parties should confirm the work completed, outstanding commitments, access arrangements and appropriate handover. Work that is not yet required should be paused where practical while the cancellation is assessed. An agreement may specify notice requirements or treatment of scheduled milestones.
4. Fees and refund assessment
Cancellation does not automatically make all paid amounts refundable or non-refundable. The assessment should consider the accepted terms, work already performed, delivered materials, authorised third-party expenses and commitments that cannot reasonably be cancelled.
Where money is due back, the amount and method should be confirmed in writing. Any deduction should be explained rather than applied as an undisclosed penalty. Where the value of completed authorised work exceeds amounts already paid, an outstanding balance may remain payable under the agreement. Applicable statutory rights take priority over incompatible contractual terms.
5. Changes, postponement and inactivity
A request to change tools, add workflows, revise approved requirements or expand the project is a scope change rather than necessarily a cancellation. We should explain any resulting effect on price, timeline and testing before carrying out additional paid work.
If the client needs to postpone, the parties should agree what happens to scheduled work, account access and delivery dates. Delays caused by missing access, unpaid invoices or prolonged absence of feedback may require a pause and revised schedule. We do not promise that the original delivery slot remains available indefinitely.
6. Ending work for operational reasons
A project may need to be paused or ended if essential access is unavailable, a required integration is technically infeasible, continuing work would violate a provider's terms or the requested processing lacks proper authority. The company may also address material non-payment or misuse under the relevant agreement.
Where practical, the reason should be explained and options discussed, including a revised scope or an orderly conclusion. Completed work, appropriate handover and payments should be reconciled fairly against the agreement. Ending work does not remove confidentiality or other obligations intended to continue.
7. Reporting a complaint
Send a complaint to projects@cortenmechanism.com and identify the accepted project or service. Describe what happened, when it occurred, the relevant deliverable and the outcome you are requesting. Where possible, include steps to reproduce a technical issue and suitable screenshots with sensitive information removed.
Do not send passwords, API keys, complete customer databases or other unnecessary sensitive records in an initial complaint. If additional evidence is needed, an appropriate transfer method should be agreed. You may also use the published telephone number for initial contact, but a written summary helps keep an accurate record.
8. Review and possible remedies
We aim to acknowledge complaints promptly and assess them against the agreed scope, testing criteria and available evidence. Resolution time depends on complexity and whether a third-party tool or provider is involved. We do not promise a fixed response deadline that has not been included in the project agreement.
Possible outcomes include an explanation, correction within scope, further testing, an agreed change, a revised handover or an appropriate fee adjustment. A preferred remedy is considered in light of the agreement and applicable law; it is not automatically guaranteed. If a matter remains unresolved, the parties should discuss the next appropriate resolution route.
9. Support and third-party charges
Starter includes 14 days of support and Growth includes 30 days, starting from the launch or handover date identified in the project agreement. Scale support is specified separately. A support window does not remove rights relating to defective work that apply under the agreement or law.
Subscriptions and charges billed directly by third-party platforms are generally controlled by those providers. Cancelling a Corten Mechanism project does not itself cancel a client's software subscription. The client should review the relevant provider's cancellation terms and avoid revoking access needed for an agreed handover without coordinating it first.
10. Records and rights
Keep the accepted proposal, invoices, approval messages, delivery records and complaint correspondence. These documents help identify the agreed service and resolve questions about completion, payments or cancellation.
This policy does not prevent you from exercising rights available under applicable law or seeking independent advice about a dispute. It may be updated for future engagements, but a website update does not retroactively replace the terms of an existing accepted project.
Email: projects@cortenmechanism.com
Address: 726 Harvard Dr, Owensboro, KY 42301
Phone: +16067771098