Cancellation policy

Sometimes an engagement has to end. Here is when we accept a cancellation and when the commitment runs, written out before we start so nobody is surprised later. It sits alongside your signed Statement of Work, which controls if the two ever differ.

Before a project begins

You can cancel any time before work on a project starts. Tell us as soon as you know. We process the cancellation and settle any associated details, including refunds where they apply, per your Statement of Work.

Once work has started

Once work has commenced, the commitment runs. This reflects how the work is staffed and scheduled, and it matches your Statement of Work, which provides that a project underway is not cancelled mid-stream.

Ongoing subscriptions

How you end an ongoing service depends on its term. Lift is month-to-month: cancel with thirty days’ notice, and you are never locked in. Ground, Engine, and Architect run on twelve-month terms; you can decline renewal at the end of the term, and early termination is handled per your Statement of Work. Site is a one-time build; once the build is underway it follows the rule above.

Scope changes

If the scope of work changes after a project has started, we assess the impact on timeline and budget and document it in writing, acknowledged by both sides before we proceed.

Exceptional circumstances

In the rare case that something outside either side’s control affects the work, we collaborate on a fair resolution. The relationship matters more than the letter of the policy.

Tell us early

If you have a concern about this policy or about how a project is being run, tell us. We would rather hear it early than late.

Contact

Questions about this policy: support@macbach.com.