Service Cancellation Policy

This Service Cancellation Policy explains how you (“Client”) can cancel an engagement with UnfoldCRO (“we”, “us”, “Company”), what obligations remain after cancellation, and how we handle the offboarding process. This policy supplements our Terms & Conditions and Refund Policy.

1. What This Policy Covers

This policy applies to all active engagements including:

Fixed-fee and milestone-based projects.
Time & materials engagements.
Monthly retainers and ongoing support agreements.
Annual Maintenance Contracts (AMCs).
Consulting, training, and advisory engagements.

2. How to Cancel

To cancel a service, send a written cancellation request via email to Info@unfoldcro.com with at least fifteen (15) calendar days' notice before the desired cancellation effective date. Your cancellation email should include:

Your name, company/brand name, and primary contact email.
The project name or SOW/agreement reference.
Your requested cancellation effective date.
Reason for cancellation (optional but helpful for us to improve).

We will acknowledge your cancellation request within two (2) business days and confirm the effective date and any outstanding obligations.

3. What You'll Owe

Upon cancellation, the following financial obligations apply:

Completed work: Full payment for all milestones, deliverables, or hours completed up to the cancellation effective date.
Work in progress: A pro-rata fee for any partially completed milestone or deliverable, based on the percentage of work completed as reasonably determined by us.
Committed third-party costs: Reimbursement for any non-refundable third-party expenses already incurred on your behalf (e.g., purchased licenses, domain renewals, stock assets).
Deposits: Deposits are applied toward amounts owed. Any remaining deposit balance after settling outstanding obligations may be refunded in accordance with our Refund Policy.

4. Our Obligations on Cancellation

Upon the cancellation effective date, we will:

Cease all active work on the project unless a wind-down period is mutually agreed.
Deliver all completed and in-progress work product (source code, design files, content, documentation) to the Client, subject to full payment of outstanding fees.
Provide a final invoice detailing all amounts owed, including any adjustments for work in progress.
Cooperate reasonably with any transition to a new service provider, including a brief knowledge-transfer session if requested (up to one hour at no additional charge).

5. Your Responsibilities on Cancellation

The Client is responsible for:

Settling all outstanding invoices within fifteen (15) days of the final invoice date.
Revoking any access credentials or platform permissions granted to us, or requesting that we revoke them.
Downloading or transferring any files, data, or assets from shared workspaces before the data deletion period (see Section 7).
Notifying any relevant third-party platforms (e.g., Shopify, hosting providers) of the change in service provider.

6. AMCs & Retainers

Monthly retainers: Cancellation takes effect at the end of the current billing period (or after the fifteen-day notice period, whichever is later). The retainer fee for the current period is non-refundable. No further billing will occur after the effective date.
Annual Maintenance Contracts: If cancelled mid-term, fees for the elapsed months of coverage are retained. A pro-rata refund for remaining full months may be issued at our discretion, in accordance with our Refund Policy.

7. Data & Access After Cancellation

We will retain project files and data for thirty (30) days after the cancellation effective date to allow for an orderly transition. During this period, you may request delivery of any files not already provided.
After the thirty (30)-day retention period, we will securely delete all Client data, project files, and credentials from our systems, unless retention is required by law or a separate agreement.
Any access we have to your third-party platforms (Shopify admin, hosting panels, Git repositories, etc.) should be revoked by you. We will also remove our own access upon cancellation.

8. Third-Party Platforms & Subscriptions

Cancellation of our services does not automatically cancel any third-party subscriptions, licenses, or hosting accounts set up during the engagement. You are responsible for managing or cancelling those subscriptions directly with the respective providers. We are not liable for continued charges from third-party platforms after our engagement ends.

9. Scheduled Meetings & Training Sessions

If you have pre-paid training sessions or scheduled meetings as part of your engagement:

Sessions scheduled within the notice period may proceed as planned or be cancelled per the training cancellation terms in our Refund Policy.
Unused pre-paid sessions not yet scheduled may be refunded if they fall outside the current billing period.

10. Suspension vs. Cancellation

If you need to pause rather than permanently end an engagement, you may request a temporary suspension instead of cancellation. Suspension terms (duration, fees, resource-hold charges) will be agreed in writing on a case-by-case basis. Suspension does not release either party from existing financial obligations. If a suspended project is not resumed within ninety (90) days, it will be treated as cancelled.

11. Reactivation

If you wish to restart a cancelled engagement, we are happy to discuss a new SOW or agreement. Please note:

Reactivation is subject to our availability and may require a new deposit and revised timeline.
If project files have been deleted after the thirty (30)-day retention period, reconstruction may require additional effort billed at our then-current rates.
Previous pricing and terms are not guaranteed for reactivated engagements.

12. Agencies & End-Clients

If you are an agency engaging us on a white-label or sub-contracted basis, cancellation terms are governed by the agreement between you and UnfoldCRO. You are responsible for managing the cancellation process with your end-clients. We are not liable to your end-clients directly for cancellation-related matters.

13. Governing Law

This Service Cancellation Policy is governed by and construed in accordance with the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.

14. Changes to This Policy

We may update this policy from time to time. The revised policy will be posted on this page with an updated effective date. Continued engagement of our services after changes are posted constitutes your acceptance of the revised policy.

Quick Offboarding Checklist

Use this checklist to ensure a smooth transition when cancelling services:

Send written cancellation notice to Info@unfoldcro.com (15 days' notice).
Confirm cancellation effective date with our team.
Settle all outstanding invoices.
Download/transfer all project files, assets, and documentation.
Revoke our access to your platforms (Shopify, hosting, Git, etc.).
Update DNS, domain, and hosting account contacts if applicable.
Cancel or transfer any third-party subscriptions we set up on your behalf.
Request a knowledge-transfer session if transitioning to a new provider.
Confirm data deletion after the 30-day retention period.

Cancellation Notice Template

You may use the following template when sending your cancellation email:

Subject:Service Cancellation Request — [Your Company Name]
To: Info@unfoldcro.com
Dear UnfoldCRO Team,
We are writing to request the cancellation of our current engagement. Details are as follows:
Company/Brand Name: [Your Company]
Project/SOW Reference: [Reference Number]
Requested Cancellation Date: [Date, at least 15 days from today]
Reason (optional): [Brief reason]
Please confirm the effective date, any outstanding obligations, and next steps for the offboarding process.
Thank you,
[Your Name]
[Your Email]

Questions? Contact us at Info@unfoldcro.com.