Cancellation and
Complaints Policy

1. Before a service agreement

You may withdraw a project inquiry or decline a proposal at any time before accepting a written agreement. A website inquiry, preliminary calculator total or introductory discussion does not by itself create a payment obligation. If a separately booked paid consultation has been agreed, the rescheduling and cancellation terms supplied with that booking apply.

2. After a project begins

Custom design and software work is performed for a specific client and becomes committed as planning, design, development, research, testing or reserved capacity is provided. Cancellation after acceptance is therefore handled according to the applicable statement of work or service agreement.

Unless that agreement states a different process, a client requesting cancellation should provide written notice identifying the project and requested stop date. Elyqon Mobile will take reasonable steps to stop uncommitted work, protect project materials and prepare a status summary. The client remains responsible for completed work, approved third-party costs, non-cancellable commitments and work reasonably necessary to secure or hand off the project through the effective cancellation date.

3. Deposits, prepaid work and refunds

A deposit may reserve capacity and fund initial work. Whether a deposit is refundable depends on the written proposal, the work already performed and applicable law. Amounts attributable to completed custom work, delivered consultations, purchased licenses, external usage or non-cancellable commitments are generally not refundable.

If a refundable balance remains after authorized charges are calculated, the amount and payment route will be confirmed in writing. Refund timing can depend on the original payment method and financial institution. Nothing in this policy limits a non-waivable consumer right where such a right applies.

4. Maintenance cancellation

Ongoing maintenance may be canceled according to the notice period in the applicable agreement. Work scheduled or completed before the effective cancellation date remains payable. At the end of maintenance, responsibility for monitoring, dependency updates, hosting, store compliance and future compatibility returns to the client unless another written handoff arrangement is made.

5. Project pause

A client may ask to pause rather than cancel. A pause is subject to available capacity and may change the delivery schedule. Long pauses can require a new technical review because platform versions, third-party services, staff availability or product requirements may have changed. Any restart fee or revised estimate must be stated before work resumes.

6. How to make a complaint

A complaint should be sent using the contact information at the end of this policy and should include:

• your name, company and preferred contact details;
• the project, invoice or interaction concerned;
• a clear description of what happened and when;
• relevant documents, screenshots or prior correspondence; and
• the outcome you believe would resolve the concern.

Do not send passwords, access tokens or unrelated personal data. If secure supporting material is needed, request an appropriate transfer method first.

7. Review process

1. Acknowledgment: the complaint will normally be acknowledged within five business days after it is received through an operating communication channel.
2. Clarification: additional information may be requested where the issue, desired outcome or affected deliverable is unclear.
3. Review: relevant scope documents, communications, deliverables and technical records will be examined.
4. Response: a written response will explain the finding, any proposed corrective action and any remaining options. Complex technical matters may require more time, in which case a status update should be provided.

8. Possible resolutions

Depending on the facts and the governing agreement, a resolution may include clarification, correction of an agreed defect, completion of an omitted deliverable, a revised handoff, service credit, partial refund of an unearned amount, or another mutually accepted remedy. A request for a new feature or changed requirement is not automatically a defect and may require a change order.

9. Technical defects and acceptance

Reports of a technical defect should identify the device, operating system, application version, steps to reproduce, expected result and actual result. Acceptance procedures and warranty periods in the project agreement control. Issues caused by unsupported modifications, third-party outages, expired credentials, platform policy changes or use outside the agreed environment may require separately scoped work.

10. Escalation

If the initial response does not resolve the complaint, you may request a second review and identify the part of the response you dispute. The parties should make a good-faith effort to resolve the matter directly before formal proceedings. Any mediation, arbitration, venue or governing-law provision in the signed agreement remains controlling.

11. No retaliation

A good-faith complaint will not result in retaliation. Communications must remain professional and must not include threats, unlawful demands, harassment or misuse of systems. Where safety, fraud or security is involved, access may be restricted while the matter is reviewed.

12. Policy changes

This policy may be revised as the business, services or legal obligations change. The version in effect when a service agreement is accepted does not replace negotiated cancellation or dispute terms in that agreement.