Cancellation policy

Circumstances change. Sometimes a project has to be cancelled. This policy sets out when we accept cancellations and when we don’t, so both sides know the rules before we start.

Cancellation before a project begins

Cancellations are accepted before work on a project starts. If you need to cancel before kickoff, let us know as soon as possible. We’ll process the cancellation and address any associated details, including refunds where applicable, per your signed Statement of Work.

No cancellations once work has started

Once work on a project has commenced, cancellations are not permitted. This reflects how the work is staffed and scheduled, and aligns with the terms in our Statement of Work, which states that no cancellations will be granted once a project is underway.

Pre-project consultation

We encourage clear, thorough communication before kickoff. Questions about scope, timelines, deliverables, or team structure are best raised before a project begins, not after. Reach out and we will walk you through anything that’s unclear.

Scope changes

If the scope of work changes after a project has started, we will work with you to assess the impact on timeline and budget. Changes are documented in writing and acknowledged by both sides before we proceed.

Exceptional circumstances

In rare cases where circumstances outside either side’s control affect the project, we will collaborate on a reasonable resolution. Partnership and a working relationship matter more than the letter of the policy.

Feedback and communication

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

Contact

Questions about this policy: support@macbach.com.