Cancellation Policy

The short version

• Either side can end an ongoing engagement with thirty days written notice.
• Before work begins, you can cancel at any time. The booking deposit is not returned; nothing else is charged.
• During the notice period we keep working and you keep paying, unless we agree otherwise in writing.
• You leave with everything: the store, the theme, the code, the analytics, any custom app we built.
• Billing on cancellation follows our Refund Policy.

Cancelling before work starts

If you have paid a booking deposit but we have not begun, email us and the engagement ends there. No milestone invoices are raised. The deposit itself is not refundable — it held a delivery window we declined other work for — but you owe nothing beyond it.

If your timing has slipped rather than changed, say so. We would usually rather move your slot than lose the project, and a deposit can normally be carried to a later window.

Cancelling an engagement in progress

Give us thirty days notice in writing — email is fine. The notice period starts the day we receive it, not the day it was sent.

Thirty days exists so a project can be closed properly rather than abandoned: code merged and documented, work in progress brought to a state you can hand to someone else, credentials and accounts transferred, and any test still running either concluded or stopped cleanly. A build dropped mid-flight is worth considerably less than a build stopped deliberately.

We can agree a shorter period if the circumstances warrant it. Ask — we are not going to hold a project hostage to a clause.

What happens during the notice period

• Work continues as scoped, and milestone invoices continue to be raised, unless we agree in writing to stop early.
• We will tell you honestly what can and cannot be finished inside the window rather than starting something we cannot complete.
• Anything paid for work that ends up not performed is returned — see the Refund Policy.
• Handover happens inside the notice period, not after it.

What you take with you

You own your work. On cancellation we transfer the store, the theme, the source code, the analytics setup, and any custom app or integration we built for you, together with documentation for anything non-obvious. Accounts we created on your behalf are moved into your name.

The exception is our own general tooling and internal libraries, which are not project deliverables and stay with us. Nothing you paid for depends on them, and we will not leave you with a store that only we can maintain.

We do not withhold handover over a billing dispute. Outstanding invoices are a debt to settle, not leverage to hold your store with.

If we cancel

We may end an engagement on the same thirty days notice. In practice we have done it for three reasons: invoices going unpaid, a scope disagreement neither side can resolve, and being asked to build something we think will harm the business or mislead its customers.

We may also stop immediately, without notice, where continuing would be unlawful, where payment is substantially overdue after we have chased it, or where conduct toward our team makes the working relationship untenable. If we cancel for a reason that is not your fault, unperformed work is refunded in full.

Pausing instead of cancelling

Sometimes the right answer is a pause: budget moved, a launch slipped, someone left. Tell us and we will look at holding the project rather than closing it. A pause has to be time-boxed and agreed in writing, because an open-ended hold occupies capacity we have to plan around. If a paused project does not restart within the agreed window, it is treated as cancelled from the end of that window.

Calls and meetings

Discovery calls are free and you can cancel or move one whenever you like — ideally with a few hours notice so the slot can go to someone else. There is no charge and no penalty for changing your mind about a call, including the one where you decide not to work with us.

How this fits with your contract

A signed proposal, statement of work, or master agreement governs where it differs from this page. This policy is the default. See our Refund Policy for the money side of a cancellation and our Terms & Conditions for the rest.

Changes to this policy

We may revise this page as the business changes. The version that applies to your engagement is the one published when you signed, and a later revision will not be applied retroactively to make your position worse.

Contact us

Questions about this document? Email us at hello@proscube.com and a person — not a ticket queue — will answer.