Cancellation and Complaints Policy

1. Purpose and order of precedence

Rathbone PropCo aims to address cancellation requests and complaints clearly, fairly, and with enough information for the parties to understand the outcome. This policy supplies a general process for website inquiries and service administration. It is not a substitute for the scope, payment, notice, termination, dispute, or refund terms in an accepted proposal, statement of work, or services agreement.

If a signed agreement and this policy conflict, the signed agreement controls for that engagement. Non-waivable rights under applicable law remain unaffected. A client should keep a copy of the applicable agreement, invoices, approvals, and relevant communications.

2. Withdrawing an inquiry

You may withdraw a service inquiry at any time before an engagement is accepted. No fee is charged merely for opening the website form, discussing general availability, or deciding not to proceed, unless you separately requested and approved paid discovery or another paid preliminary service in writing.

The demonstration form delivered with this website does not send or store entries. If you only completed that form and did not use a connected communication channel, there may be no inquiry for the company to withdraw. When an operating submission system is added, its receipt confirmation and this policy should be updated together.

3. How to request cancellation

Send the request through the communication method stated in the applicable agreement or use the contact details at the end of this policy. The request should include:

• the client or organization name;
• the relevant service, proposal, invoice, or project reference;
• the requested effective date;
• whether any urgent task should be completed, paused, or returned; and
• instructions concerning access, files, handoff, and authorized contacts.

A cancellation is effective according to the signed agreement or, if the agreement is silent, when the request is received and reasonably identified by Rathbone PropCo. Telephone notice may be useful for an urgent issue but should be followed by written confirmation so the scope and effective time are clear.

4. Hourly services

For hourly work, a client may ordinarily ask us to stop accepting new tasks at any time, subject to the signed agreement. The client remains responsible for authorized work performed through the effective cancellation time, reasonable time needed to secure or return work in progress, and approved non-cancellable third-party costs.

If an urgent interruption would create a material risk, for example by leaving an approved filing, calendar action, or data transfer incomplete, we may contact the authorized client representative for direction. Unless necessary to protect information or comply with law, additional substantive work will not be performed after cancellation without authorization.

5. Monthly and ongoing support

The applicable service agreement should state the billing period, renewal method, and notice required to prevent the next service period. This website policy does not impose a universal renewal term because ongoing support may be structured differently for different clients.

When a valid cancellation is received, we will identify the expected final service date, remaining approved priorities, access-removal plan, records to be returned, and any final invoice. Unless the agreement provides otherwise, unused capacity within a current service period does not automatically roll over or create a cash refund.

6. Project-based services

For a fixed-scope project, cancellation terms may depend on completed milestones, reserved capacity, work in progress, approved purchases, and whether deliverables can be used independently. The project agreement should explain any deposit, milestone billing, cancellation fee, or non-refundable amount.

If the agreement does not state a specific calculation, a fair closing statement may include authorized work reasonably completed, approved expenses that cannot be recovered, and documented handoff time, less any undisputed prepaid amount that has not been earned or committed. Draft or incomplete material is provided only when practical, lawful, and consistent with payment and intellectual-property terms.

7. Rescheduling, pausing, and scope reduction

A full cancellation may not be necessary when priorities change. A client may request a revised schedule, temporary pause, smaller scope, different deliverable, or lower recurring volume. We will review the effect on reserved capacity, deadlines, dependencies, and pricing and will document any accepted change.

A requested pause is not automatically approved and may not preserve the original completion date or future availability. Work should be treated as active until the parties confirm the change in writing.

8. Cancellation or suspension by Rathbone PropCo

We may decline, pause, or terminate work as permitted by the signed agreement, including when required payment is overdue; necessary instructions, access, or approvals are unavailable; a task is outside scope; continued work would be unlawful or deceptive; security or confidentiality is at risk; a client requests unauthorized access; or conduct threatens personnel or systems.

When circumstances permit, we will explain the reason, identify a possible cure, and allow a reasonable opportunity to address the issue. Immediate suspension may be appropriate for a serious security concern, unlawful instruction, abuse, fraud, or other material risk. Final fees, access removal, and return or retention of material will be handled under the agreement and applicable law.

9. Refunds, credits, and corrections

A refund is not automatically due because a client changes plans, does not use reserved availability, or expected a result outside the written scope. Eligibility depends on the agreement, work performed, approved costs, the nature of the concern, and applicable law.

When a deliverable does not reasonably conform to the accepted written scope, the usual first step is to review the issue and, where appropriate, correct or reperform the affected work within a reasonable period. A credit, partial refund, or other adjustment may be considered when correction is not practical or does not resolve a substantiated failure. Any resolution should be documented.

Undisputed prepaid amounts that are neither earned nor properly committed will be handled according to the agreement and applicable law. Payment-provider processing times, charge reversals, and bank delays may affect when an approved refund appears.

10. What counts as a complaint

A complaint is an expression of dissatisfaction that asks Rathbone PropCo to investigate or resolve an issue involving service quality, communication, billing, privacy, information handling, conduct, accessibility, or compliance with an agreed process. A routine request for a status update, correction, or scope clarification may be resolved operationally without entering the formal complaint process.

You do not need to use legal language. Please identify that you are making a complaint and provide enough information to understand what occurred, what you expected, and what resolution you are requesting.

11. How to submit a complaint

A written complaint should include, where available:

• your name, organization, role, and preferred contact method;
• the service, date range, task, invoice, or deliverable involved;
• a factual description of the concern and when it was discovered;
• relevant communications, screenshots, files, or approval records;
• any immediate security, confidentiality, or deadline risk; and
• the correction, explanation, refund, credit, or other outcome requested.

Do not send passwords, full payment-card information, government identifiers, or unrelated sensitive data in a complaint. We may ask for a safer method when supporting material requires protection.

12. Review process and timing

We aim to acknowledge a reasonably complete complaint within five business days. The acknowledgment may request clarification, identify the person reviewing the matter, or explain an immediate protective action. Complex issues, third-party dependencies, holidays, or unavailable records can require more time.

We aim to provide a substantive response within fifteen business days after receiving the information reasonably needed for review. If that is not practical, we will endeavor to explain the reason for the delay and provide a revised estimate. These are service targets rather than guarantees and do not shorten or extend a deadline established by applicable law or contract.

The review may consider the signed scope, instructions, approvals, work records, access logs, deliverables, communications, invoices, policies, and statements from involved persons. We will seek to limit complaint information to those who reasonably need it for review, advice, security, or resolution.

13. Outcomes and escalation

A response may explain the facts found, identify a correction, propose re-performance, confirm a billing adjustment, provide a process improvement, decline the requested outcome with reasons, or ask the parties to discuss a practical resolution. Acceptance of a proposed resolution may require written confirmation.

If you disagree with the response, you may request one internal reconsideration and explain the specific factual or policy issue you believe was missed. When practical, the reconsideration will be handled by a person not responsible for the original decision. This process does not prevent either party from using a dispute method or non-waivable remedy available under an agreement or applicable law.

14. No retaliation and good-faith use

Rathbone PropCo will not retaliate against a person for raising a good-faith concern or exercising an applicable legal right. The complaint process must not be used to threaten, harass, seek unauthorized information, avoid undisputed payment, or submit knowingly false material. Each party should preserve relevant records while a material dispute is pending.

15. Changes to this policy

We may update this policy to reflect changes in services, processes, contracts, or law. The version in effect when a complaint or cancellation issue arises will generally apply to website matters, while the signed agreement will control an active engagement. Material changes should not retroactively remove a right that has already accrued unless permitted by law and agreed where necessary.