Cancellation and Complaints Policy

A practical process for changes and concerns

This policy explains the general approach Cenqora Process uses for cancellation requests, rescheduling, termination of recurring monitoring, complaints, and requests to correct work. A signed proposal, order, statement of work, or service agreement may contain project-specific terms. Those written terms control if they conflict with this general policy.

Because automation services involve reserved time, discovery, configuration, testing, third-party setup, and client-specific work, cancellation does not always mean that every amount paid is refundable. Cenqora Process aims to identify completed work, committed costs, usable deliverables, and unresolved issues clearly before determining any balance.

Notify us as soon as plans change

A client may request cancellation in writing before project work begins. If no substantive work has been performed and no nonrecoverable cost has been committed, prepaid amounts may be returned less any clearly disclosed payment-processing fees or administrative charge permitted by the governing agreement and applicable law.

Discovery meetings, process review, technical research, system-access planning, architecture, written recommendations, prototypes, and account configuration are project work. If any of those activities have begun, the request will be handled as cancellation during an active project. A scheduled start date may also reserve capacity that Cenqora Process could not allocate elsewhere; any reservation term must be stated in the applicable agreement to be charged.

Work performed remains payable

A client may request cancellation of an active project by providing written notice that identifies the project and requested effective date. Cenqora Process will stop new work within a reasonable time, subject to safe shutdown, preservation of records, account security, and prevention of data loss or unintended automated actions.

The client remains responsible for work completed through the effective stop date, approved milestones, noncancelable third-party charges, and additional transition work requested by the client. If prepaid funds exceed those amounts, the remaining eligible balance will be calculated and returned under the payment method and timing reasonably available. If earned and committed amounts exceed prepaid funds, the difference remains payable.

Where practical and permitted by the agreement, Cenqora Process will provide completed client-specific deliverables, current configuration notes, and a reasonable status summary after outstanding earned charges are paid. Drafts may be incomplete and should not be used in production without appropriate testing. Client access should be reviewed, transferred, or revoked promptly at closure.

Monthly services and booked sessions

Monitoring and optimization may be offered on a monthly basis from $250 per month. The governing order should state the billing cycle, included work, response window, and required cancellation notice. Unless another term is agreed, a request received before the next billing date will apply to the next unstarted billing period. Amounts for a period already started are generally nonrefundable because monitoring capacity and system oversight are made available throughout that period.

Stopping monitoring does not deactivate the client's third-party subscriptions, automation accounts, or existing workflows unless deactivation is specifically requested and technically possible. The client must decide whether routes should remain active, be paused, or be transferred. Cenqora Process is not responsible for failures that occur after monitoring access or service has ended.

Meetings or implementation sessions should be rescheduled with reasonable notice. Repeated late changes, missed appointments, or unavailable required personnel may delay delivery and may be treated under the scheduling terms in the applicable agreement.

Assessment based on scope and completed work

A refund request should state the amount requested, invoice or project reference, reason, relevant dates, and the specific work believed not to have been provided. Cenqora Process will compare the request against the agreed scope, communications, delivered materials, time records, third-party costs, and available testing evidence.

A reported defect does not automatically require cancellation or a full refund. When the issue falls within the agreed scope and can reasonably be corrected, Cenqora Process may first offer a repair, reconfiguration, retest, replacement deliverable, or documented workaround. Requests caused by unauthorized changes, new requirements, provider updates, expired subscriptions, invalid credentials, or inaccurate source data may require a new scope and fee.

Approved refunds are normally issued to the original payment method when possible. Bank, processor, card-network, and international settlement times are outside direct control. Nothing in this policy limits a nonwaivable right or remedy available under applicable law.

Give enough detail for a useful review

A complaint should be submitted in writing and should include the complainant's name and organization, project or invoice reference, a factual description of the concern, relevant dates, systems or deliverables involved, steps already taken, supporting screenshots or logs when safe to provide, and the resolution requested. Do not send passwords, secret keys, complete payment-card information, or unnecessary personal data.

Urgent security or runaway-automation concerns should be labeled clearly. If a workflow is causing material harm, the client should use its own administrator access to pause the affected route when safe and should notify Cenqora Process immediately. A complaint message is not a substitute for the client's own incident-response and business-continuity controls.

Cenqora Process will acknowledge a complete complaint within a reasonable business period. Complex technical issues may require access, replication, provider input, or comparison with the agreed scope. The client should preserve relevant logs and avoid changing the affected configuration unless needed to limit harm.

A documented response

The review may consider the signed scope, acceptance criteria, client instructions, approval history, system limitations, test results, change requests, third-party incidents, and whether the client maintained required access or subscriptions. Cenqora Process may ask focused questions or request a controlled demonstration of the issue.

Possible resolutions include an explanation, correction, completion of omitted in-scope work, a revised delivery date, a credit, a partial refund, termination, transition assistance, or a conclusion that no remedy is due. The response should explain the basis for the proposed resolution. Acceptance of a refund or credit may be documented as settlement of the specific issue to the extent permitted by law.

If the parties cannot resolve the concern through ordinary review, either party may use the dispute process in the applicable agreement or Terms and Conditions. Both parties are encouraged to preserve records and attempt good-faith direct discussion before commencing formal proceedings.

Cancellation and complaint details

Send a request through a confirmed written communication channel and retain a copy. The website's supplied demonstration form validates fields and presents a local confirmation; it should not be treated as delivery of a cancellation or legal complaint unless the live store has been connected to an approved submission service and receipt is separately confirmed.