Cancellation and Complaints Policy.

This Policy explains how a business customer may cancel a requested service, how fees are handled when work has started, and how to raise a concern about a LATERILLA Corp. service. A signed proposal, statement of work, invoice, or other written agreement may contain project-specific terms that control if they conflict with this general Policy.

1. Before work is confirmed

An inquiry, estimator selection, or on-screen form confirmation does not create a contract or payment obligation. A prospective customer may stop the inquiry at any time before accepting a written scope or paying a required invoice. LATERILLA Corp. may decline an inquiry when the requested work is outside its services, technically infeasible, unlawful, unsafe, or dependent on access that cannot be approved.

2. Project cancellation by the customer

A customer may request cancellation in writing using the contact information below. The notice should identify the customer, service, relevant invoice or project reference, requested effective date, and whether access should be removed immediately. Cancellation becomes effective when acknowledged or on the later date stated in the notice, subject to access, payment, and handoff requirements.

3. Fees when a project is cancelled

If cancellation occurs after work begins, the customer remains responsible for work completed, reserved work reasonably performed before the notice could be acted on, approved expenses, non-refundable third-party costs, and any milestone already earned under the written scope. Any unused prepaid amount will be reviewed against those items. When a refund is due, it will normally be returned to the original payment method within a commercially reasonable period after the account and deliverables are reconciled.

Fixed-price project fees are not automatically converted into an hourly refund calculation unless the project agreement provides for one. Where no project-specific rule exists, LATERILLA Corp. will use a reasonable allocation based on completed discovery, configuration, documentation, meetings, testing, and other delivered or committed work.

4. Rescheduling and customer delay

A customer may ask to move a meeting or project milestone. We will make reasonable efforts to accommodate the request, but availability is not guaranteed. Significant delays caused by missing access, content, approvals, or feedback may require a revised schedule. If a project remains inactive for 30 days after a written request for required input, it may be paused or administratively closed. Restarting may require a new schedule, updated scope, or reactivation fee if circumstances or platform requirements have changed.

5. Monthly support

Ongoing Digital Support is billed and cancelled according to the accepted support agreement or invoice. Unless a different period is written in that agreement, cancellation should be requested at least 15 days before the next billing date. Cancellation stops future renewal after the applicable notice period; it does not retroactively refund a period already started or work already performed. Before the end date, the parties should identify open items, access removal, and any final documentation.

6. Cancellation or suspension by LATERILLA Corp.

We may pause or cancel work for overdue payment, material non-cooperation, missing authorization, unlawful instructions, abusive conduct, security risks, misuse of third-party services, or a material breach that is not corrected after reasonable notice. Immediate suspension may be appropriate where continuing could expose a person, account, or system to harm. Fees for completed work and approved expenses remain due. Where practical, customer-controlled materials and access will be returned or released after applicable obligations are satisfied.

7. How to submit a complaint

A complaint should be submitted in writing and include: the customer's name and company; the relevant service, invoice, or project reference; a clear description of the issue; important dates; supporting screenshots or documents where appropriate; steps already taken; and the requested resolution. Do not include passwords, authentication codes, full payment-card numbers, or information unrelated to the issue.

8. Complaint review process

1. Acknowledgment. We aim to acknowledge a sufficiently detailed complaint within three business days.
2. Review. Relevant scope documents, communications, configurations, and delivery records may be reviewed. We may request clarification or a secure demonstration of the issue.
3. Response. We aim to provide a substantive response within ten business days after receiving enough information to evaluate the concern. Complex platform or vendor issues may take longer; if so, an update and expected next step will be provided.
4. Resolution. Depending on the findings and applicable agreement, a resolution may include clarification, correction of a verified scope deviation, completion of an omitted agreed item, revised documentation, an account credit, a partial refund, or another reasonable action.

9. Technical defects and scope disagreements

A defect means delivered work does not materially perform as described in the accepted scope under the stated conditions. A preference change, new feature request, changed platform behavior, third-party outage, incorrect customer input, missing license, or use outside the agreed conditions is not automatically a defect. We may reproduce the issue in an appropriate test context before proposing a remedy.

10. Refund limitations

Refunds are not ordinarily available for completed consulting time, accepted deliverables, third-party subscriptions, usage fees, purchased licenses, or work made unusable by a later customer or vendor change. Nothing in this Policy removes a right or remedy that cannot lawfully be excluded. Any approved refund is limited to the amount reasonably connected with the affected service, subject to the governing agreement and applicable law.

11. Access and handoff after cancellation

The customer should remove or rotate credentials and confirm ownership of its accounts. LATERILLA Corp. will make reasonable efforts to remove its access after the end of work and provide agreed current documentation or exportable materials for which payment is complete. The customer remains responsible for maintaining backups and active third-party subscriptions needed to access its systems.

12. Good-faith resolution

Both parties are encouraged to address concerns promptly, identify the applicable written scope, preserve relevant records, and avoid changes that would make the issue harder to reproduce. This internal process does not prevent either party from using rights available under the governing agreement or applicable law.