Cancellation & Refund Policy

1. Relationship to a project agreement

The written proposal, statement of work, order, or other engagement document may contain project-specific cancellation and refund terms. Those project-specific terms control if they differ from this general policy. A client should review the applicable schedule, deposit requirements, milestones, and notice periods before accepting an engagement.

This policy applies only to services offered by Winbrooke Trust Managing. It does not apply to a third-party product or service purchased directly from another provider.

2. Before an engagement begins

A preliminary inquiry or scope discussion may be cancelled without charge unless a separate paid discovery session, assessment, expedited review, or reserved project start has been accepted. A project is considered scheduled when a written scope has been accepted and any required deposit or initial payment has been received.

If a client cancels before scheduled work begins, any refund of a deposit will depend on whether time has already been reserved, onboarding work has been completed, third-party costs have been incurred, or project preparation has begun. Non-cancellable costs and the value of work already performed may be deducted from any refundable amount.

3. Client cancellation after work begins

A client may request cancellation by providing clear written notice. The effective cancellation date is the date the notice is received and can reasonably be acted upon, not the date the client stopped participating or using a deliverable. Upon cancellation, work will be brought to a practical stopping point where possible, project materials will be organized, and the client will receive any completed and paid-for deliverables that can reasonably be provided.

The client remains responsible for fees earned through the cancellation date, work in progress that cannot reasonably be reversed, approved additional work, non-cancellable commitments, and expenses authorized by the client. A fixed project fee may be allocated by milestone, percentage of completion, or reasonable value of work performed when the written scope does not provide another method.

4. Cancellation by Winbrooke Trust Managing

We may cancel or terminate an engagement when a client fails to pay, repeatedly delays required information or approvals, requests unlawful or excluded services, provides materially inaccurate information, engages in abusive or unsafe conduct, compromises security, or materially breaches an agreement. We may also cancel if a conflict, capacity issue, illness, emergency, or event outside reasonable control prevents performance.

If we cancel for reasons not caused by the client, the client will generally receive a refund of prepaid fees for clearly unperformed work, less completed work and approved costs. If cancellation results from client breach or an excluded request, amounts already paid may be applied to work performed, reserved capacity, and costs as allowed by the written agreement and applicable law.

5. Project pauses and client delays

A project may be paused when required materials, access, feedback, decisions, or payments are not provided on time. A pause may move the project to the next available scheduling window. We cannot guarantee that the original completion date or team availability will remain available after a client-caused delay.

If a pause continues beyond the period stated in the project agreement, the engagement may be treated as cancelled or may require re-scoping. Restart fees may apply when substantial reorientation, document review, schedule reconstruction, or updated planning is needed. Any restart fee will be communicated before resumed work begins.

6. Meetings and rescheduling

Clients should provide as much advance notice as reasonably possible when a scheduled meeting must be changed. A meeting cancelled or missed with less than one business day’s notice may be counted as used or billed when time was reserved and could not reasonably be reassigned. Repeated rescheduling may affect the project timeline.

If we need to reschedule, we will offer a reasonable alternative. A rescheduled meeting does not by itself cancel the broader engagement.

7. Refund eligibility

Refunds are generally considered for identifiable prepaid services that have not been performed and are not subject to a non-refundable reservation, deposit, setup, discovery, or third-party cost stated in the written agreement. Completed services, accepted milestones, delivered documents, used meeting time, expedited work, approved revisions, and completed administrative coordination are not refundable merely because a client changes direction, does not implement a deliverable, or does not obtain a desired business result.

No outcome is guaranteed. Dissatisfaction should be reported promptly and specifically so that a scope-related error can be reviewed. When a deliverable materially fails to match the agreed scope, the usual remedy is a reasonable correction opportunity before a refund is considered.

8. Non-refundable items

Unless a written agreement states otherwise, the following are normally non-refundable once incurred or completed: discovery or assessment work; deposits identified as non-refundable; time reserved for expedited or priority work; completed meetings; delivered milestones; approved third-party expenses; custom templates or documents already prepared; work performed before cancellation notice; and fees associated with client-caused rework or delay.

9. How to request a refund review

A request should identify the client, project, invoice, amount in question, reason for the request, and the specific portion believed to be unperformed or inconsistent with the written scope. Supporting information should be included. We may request additional details to verify the payment and evaluate completion status.

Acknowledgment of a request does not mean a refund has been approved. Approved refunds are returned, where practical, through the original payment method. Processing time may depend on banks, card networks, payment processors, and business days. Transaction fees that are not returned by a processor may be deducted where permitted and disclosed.

10. Chargebacks and good-faith resolution

Clients are encouraged to contact us before initiating a payment dispute so the project record, deliverables, and payment can be reviewed. An unsupported chargeback does not cancel valid payment obligations and may delay access to project materials. Nothing in this section limits rights that cannot legally be waived.

11. Scope changes are not cancellations

A decision to revise priorities, add departments, increase document volume, accelerate delivery, or request new outputs may be handled as a change in scope rather than a cancellation. Revised fees and timing should be approved in writing before material additional work begins. If the parties cannot agree on a revised scope, the existing engagement may be concluded under the cancellation terms above.