Cancellation and Complaints Policy

This Policy applies to remote consulting sessions and project services purchased from Right Angle Holdings. A signed proposal or statement of work may set different cancellation milestones where a project requires reserved capacity, external research or a fixed delivery sequence. If that document conflicts with this Policy, the specific written engagement term controls.

A website inquiry is not a booking and may be withdrawn without charge before a scope is accepted and payment becomes due.

A confirmed Business Consultation may be rescheduled once without a rescheduling charge when notice is received at least two business days before the scheduled start time and a reasonable alternative time is available.

If a client cancels with at least two business days’ notice, any prepaid session fee may be credited toward a rescheduled session or refunded, less any disclosed non-refundable payment-processing charge that cannot be recovered. If a client cancels later, misses the session or arrives too late to use the scheduled time, the session fee may be retained because the time was reserved and may not be replaceable.

Right Angle Holdings may make a reasonable exception for documented emergencies. An exception for one event does not change this Policy for future bookings.

A client may request project cancellation in writing at any time. The effective cancellation date is the date the request is received and can be matched to the engagement. Work already performed, approved expenses, reserved specialist costs and other non-cancellable commitments remain payable.

If the client paid more than the amount properly due through cancellation, the unused balance will be refunded after work and commitments are reconciled. If the amount paid is less, the remaining undisputed balance will be invoiced. A deposit is not automatically refundable when the accepted scope identifies it as payment for initial analysis, setup or reserved capacity.

If the client does not provide requested information, feedback, access or decisions, Right Angle Holdings may pause the project. A pause does not erase fees for work already completed. Delivery dates may be recalculated based on current availability when the client is ready to resume.

If inactivity continues for thirty calendar days after a written reminder, the engagement may be treated as cancelled by the client unless another arrangement is agreed. Materials available at that stage may be delivered after outstanding amounts are paid.

Right Angle Holdings may cancel or suspend an engagement for nonpayment, material breach, abusive conduct, unlawful instructions, security concerns, conflicts, inaccurate material information, repeated inability to obtain client decisions, or circumstances that make competent delivery impracticable.

If cancellation is unrelated to client breach and the service cannot be rescheduled, prepaid amounts for work not performed will be refunded. Liability remains subject to the applicable Terms and Conditions and mandatory law.

A cancellation or rescheduling request should state the client name, business name, service, scheduled date or project reference, requested action and reason. A request is not complete until enough information is supplied to identify the engagement.

Requests are processed during ordinary business operations in Wyoming. A message sent outside those periods is treated as received when business operations resume. Clients should retain a copy of their request.

Approved refunds are normally returned to the original payment method when practical and lawful. Processing time depends on the payment provider and financial institution. Right Angle Holdings does not control the time a provider takes to post an approved refund after it is issued.

Refunds do not include third-party charges that were clearly disclosed, approved, incurred and not recoverable, except where law requires otherwise. A refund may be offset against undisputed overdue amounts arising from the same engagement where permitted.

A complaint is a clear expression of dissatisfaction about service administration, communication, professional conduct, billing, or whether an agreed deliverable materially conforms to the written scope. A request for an additional deliverable, changed direction or work outside scope is not by itself a complaint.

Right Angle Holdings welcomes specific feedback and will not treat a good-faith complaint as a reason for retaliation. Abusive, threatening, discriminatory or knowingly false communications may be limited while the underlying issue is still reviewed through an appropriate channel.

A complaint should identify the client and engagement; describe what happened; include relevant dates, communications or deliverables; explain the expected resolution; and distinguish factual errors from preference changes. Do not send account passwords, full payment-card numbers or unrelated sensitive information.

Complaints should ordinarily be made within thirty calendar days after the relevant event or delivery so records and context remain available. A later complaint may still be reviewed when there is a reasonable explanation or applicable law requires it.

Receipt will normally be acknowledged within three business days. An initial substantive response is generally targeted within ten business days after enough information is available. Complex matters, third-party records or periods of limited availability may require more time; if so, the client will receive a reasonable update.

The review may compare the accepted scope, instructions, work records, delivery history and billing. Right Angle Holdings may ask focused questions or propose a call. The person reviewing the complaint will seek a practical and proportionate resolution based on the agreement and available evidence.

Depending on the issue, a resolution may include clarification, correction of a factual error, completion of an omitted in-scope element, a revised administrative record, rescheduling, partial fee adjustment, refund where appropriate, or an explanation of why the requested remedy is not supported.

A complaint does not automatically entitle the client to a full refund, unlimited revisions, free out-of-scope work or a guaranteed business outcome. Any offered resolution will identify whether it is final and whether acceptance requires completion of a stated step.

If the initial response does not resolve the issue, the client may request one internal reconsideration and identify the specific point believed to have been overlooked. The reconsideration will be based on the written record and any genuinely new relevant information.

Nothing in this Policy removes a right or remedy that cannot lawfully be waived. The parties are encouraged to use the good-faith notice and resolution process in the Terms and Conditions before beginning formal proceedings.

Clients should contact Right Angle Holdings about a billing issue before initiating a payment dispute so the transaction and requested remedy can be reviewed. Fraudulent or knowingly inaccurate chargebacks may be contested using the engagement, delivery and communication records.

This section does not prevent a client from using a lawful payment-provider remedy. It asks only that the information supplied in any dispute be complete and accurate.

Cancellation and complaint records may be retained to administer the engagement, respond to disputes, improve procedures, meet accounting requirements and establish or defend legal claims. Personal information is handled under the Privacy Policy.

This Policy may be updated prospectively. The version applicable to a confirmed engagement is the version incorporated into that engagement unless a later change is required by law or expressly accepted by the parties.