Cancellation and Refund Policy

1. Project-Specific Terms Control

A proposal, statement of work, invoice, or other written agreement may include specific cancellation, rescheduling, deposit, milestone, or refund terms. If those terms conflict with this general policy, the project-specific agreement controls.

2. How to Cancel

A client may request cancellation by emailing kevin@crossloomconsulting.com and identifying the client and project. Cancellation becomes effective when CrossLoom confirms receipt unless the agreement states otherwise. We will take reasonable steps to stop future work and avoid new expenses, though some automated, prepaid, licensed, reserved, or third-party costs may not be cancelable.

3. Amounts Owed After Cancellation

The client remains responsible for the following amounts. CrossLoom will provide a reasonable accounting of the amount retained or owed.

• Work completed through the effective cancellation date.
• Approved work in progress that cannot reasonably be reversed.
• Approved third-party charges and nonrecoverable expenses.
• Any cancellation or scheduling amount stated in the signed project agreement.

4. Unearned Prepayments

If payments received exceed the amount properly due for completed work and approved nonrecoverable expenses, the remaining unearned balance is eligible for refund. A payment is not automatically refundable because a client decides not to use a completed or substantially completed deliverable. A written nonrefundable scheduling, discovery, or setup fee applies to the extent permitted by law.

5. Hourly, Milestone, and Fixed-Price Work

Time already spent on consulting, development, troubleshooting, meetings, research, data preparation, or support is not refundable. Payments for an accepted or completed milestone are generally not refundable. If cancellation occurs during a milestone, the client is responsible for the portion completed and approved nonrecoverable expenses.

6. Monthly and Recurring Services

Monthly maintenance is optional unless a project agreement states otherwise. An authorized month-to-month service may be canceled before the next billing date, subject to any written notice period. Cancellation stops future billing but does not ordinarily refund a service period already begun or work already performed. Ending maintenance does not reverse the original project purchase.

7. Problems With Delivered Services

Clients should report a material failure to meet the written scope within 10 business days after delivery or demonstration. CrossLoom will have a reasonable opportunity to investigate and correct a confirmed in-scope issue.

• Refunds are not ordinarily provided for a change in preference after work meets the approved scope.
• New features, revisions, or other work outside the approved scope are not defects.
• CrossLoom is not responsible for client-caused delays or third-party outages and policy changes outside its reasonable control.
• A client's decision not to use or launch a completed deliverable does not create a refund.

8. Cancellation by CrossLoom

CrossLoom may suspend or cancel work because of nonpayment, unlawful or abusive activity, material breach, security or compliance concern, or circumstances that make performance impractical. If CrossLoom ends a project without client breach and cannot complete the agreed work, we will refund any unearned amount after accounting for completed work and approved nonrecoverable expenses.

9. Refund Method and Timing

Approved refunds are normally issued to the original payment method. CrossLoom generally initiates an approved refund within 10 business days after the amount is finalized. Banks and payment processors may require additional posting time. Processing fees are handled according to the agreement, provider rules, and law.

10. Questions and Disputes

Please contact us before initiating a payment dispute so we can review the transaction and project records. This request does not limit any lawful dispute right. Questions or cancellation requests may be sent to kevin@crossloomconsulting.com.