This policy explains how service cancellations, rescheduling, refunds, and complaints are handled. The terms of a signed proposal or service agreement control if they state a different arrangement for a particular engagement.
Submitting the front-end website form does not transmit data, create a booking, or form a service agreement. There is therefore nothing to cancel until Trade Realm has actually received an inquiry through an agreed communication channel and both parties have accepted a service scope.
A client may request cancellation before substantive work begins. If no work has been performed and no non-refundable third-party cost has been committed, amounts paid for the cancelled scope will generally be refunded. Any exception will be explained in the applicable proposal or agreement.
If a client cancels after work has begun, the client is responsible for work completed through the effective cancellation date, approved expenses, non-cancellable third-party costs, and reasonable close-out work. Any unused prepaid balance remaining after those amounts are applied will be returned unless the agreement lawfully states otherwise.
Unless a signed agreement provides a different notice period, a monthly advisory service may be cancelled by written notice at least five business days before the next service period. Cancellation during a current period normally takes effect at the end of that paid period. Work already scheduled or performed remains payable.
Please provide at least one business day of notice to reschedule a meeting and at least three business days for a workshop or extended review session. Late rescheduling may result in a fee where time was reserved and cannot reasonably be reallocated. Emergencies will be considered fairly.
If required records, approvals, access, or decisions are not provided on time, delivery dates may move. If the delay continues, Trade Realm may pause the engagement, revise the schedule, or close the project. Completed work and committed costs remain payable. A restart may require a revised scope or fee if conditions have changed.
Trade Realm may decline, suspend, or cancel work for non-payment, abusive conduct, persistent non-cooperation, inaccurate or withheld material information, security concerns, conflicts of interest, prohibited activity, sanctions or compliance concerns, or requests outside legal or professional boundaries. Any financial reconciliation will reflect completed work and applicable costs.
When a refund is due, it will ordinarily be initiated within ten business days after the amount is agreed and necessary payment details are confirmed. The receiving institution may take additional time to post funds. Refunds are normally returned through the original payment method where practical and lawful.
A complaint should identify the client or business, engagement or reference number, relevant dates, the issue, the outcome requested, and supporting records. Complaints should focus on specific facts so that the work, communications, scope, and decisions can be reviewed efficiently. Do not include unnecessary sensitive personal data.
If the initial response does not resolve the issue, the complainant may request a second review and should explain which findings remain disputed. The parties should attempt in good faith to resolve the matter directly before beginning formal proceedings, without limiting any non-waivable legal right.
A good-faith complaint will not result in retaliation. Records of complaints, review steps, findings, communications, and resolutions may be retained as reasonably necessary for business improvement, legal obligations, and dispute management.
Nothing in this policy excludes a right or remedy that cannot lawfully be excluded. Where consumer protection law applies despite the business-focused nature of the services, mandatory requirements will take priority over inconsistent language in this policy.
This policy may be revised to reflect service changes, payment practices, operational experience, or legal requirements. The version applicable to an active engagement will also depend on the terms accepted for that engagement.
