Cancellation and Complaints Policy

This Policy explains how clients may cancel, reschedule, or raise a concern about Grythena Systems services. A signed proposal or service agreement may contain more specific terms for a project.

1. Before Work Is Accepted

A website submission can be withdrawn at any time before a written scope is accepted. Because the website form only prepares a request and does not process an order, withdrawing an inquiry normally creates no charge. If separate paid discovery, hardware purchasing, or reserved scheduling has already been authorized, the related written terms will apply.

2. Project Cancellation

A client may request cancellation of a fixed-scope project in writing. The cancellation becomes effective when acknowledged, subject to the governing agreement. The client remains responsible for work already performed, approved expenses, non-cancellable third-party commitments, purchased hardware or licenses, and reasonable work needed to secure, document, or transfer the environment.

3. Deposits and Advance Payments

Deposits may be used to reserve capacity, fund discovery, or cover purchasing commitments. The proposal or invoice will state whether a deposit is refundable. Where no special term is stated, any refund will be calculated after deducting completed work, approved costs, non-returnable purchases, and reasonable administrative or transition work. A deposit is not automatically refundable after scheduled work has begun.

4. Rescheduling

Requests to reschedule should be made as early as possible. Grythena Systems will make reasonable efforts to offer another window, but availability is not guaranteed. Short-notice changes may result in additional charges when staff time, travel, maintenance windows, or third-party appointments were already committed.

5. Recurring Services

Managed IT support and maintenance may renew according to the written service plan. Cancellation notice, minimum terms, final billing, data transition, and offboarding duties will be stated in that plan. Unless the plan states otherwise, fees already earned for the current service period are not refundable. Services may continue through the effective cancellation date so that access, records, and responsibilities can be transferred safely.

6. Cancellation by Grythena Systems

Grythena Systems may decline, suspend, or end work when payment is overdue, required access is not provided, instructions are unsafe or unlawful, personnel are threatened or harassed, a conflict of interest exists, the scope is materially misrepresented, continued work would create unreasonable security risk, or a required third-party dependency is unavailable. Where practical, the client will receive notice and a summary of completed and pending work.

7. How to Submit a Complaint

Send a written complaint using the email below. Include your name, company, project or invoice reference, the date the issue occurred, the system or service involved, what you expected, what happened, any relevant non-sensitive evidence, and the outcome you are requesting. Do not email passwords, private keys, complete payment card data, or other secrets.

8. Complaint Review

Receipt should normally be acknowledged within three business days. The issue will be reviewed against the written scope, communications, change records, technical evidence, and completed work. Additional information may be requested. Grythena Systems aims to provide a substantive response within ten business days, but complex technical or third-party investigations may require more time. If more time is needed, a status update and next review date will be provided.

9. Available Resolutions

Depending on the facts and the governing agreement, a resolution may include an explanation, correction of documentation, completion of an omitted in-scope item, a reasonable remediation plan, rescheduling, service credit, partial refund, or another agreed action. A requested remedy is not automatically owed, and any financial remedy will consider completed work, third-party costs, client responsibilities, and legal or contractual limits.

10. Technical Incidents

A complaint is not a substitute for incident reporting under an active support plan. If an operational issue may affect availability, security, or data, use the incident channel and priority process stated in the service agreement. Preserve relevant evidence and avoid making uncontrolled changes that could increase impact or prevent diagnosis.

11. Billing Disputes

Billing questions should be raised promptly after the invoice is received. Identify the disputed line and explain the basis of the concern. Undisputed amounts remain payable. The parties should attempt direct good-faith resolution before using a chargeback or formal proceeding. Fraudulent or abusive payment disputes may result in suspension and recovery of reasonable costs where permitted.

12. Offboarding and Data

After cancellation, Grythena Systems may provide reasonable transition information included in the scope, return client-owned materials, and remove access under its control. The client is responsible for naming the authorized recipient, securing replacement access, maintaining backups, and confirming that third-party accounts remain active. Additional transition work may be quoted separately.

13. No Retaliation

A good-faith complaint will not result in retaliation. However, abusive communications, threats, unlawful requests, deliberate false statements, or repeated misuse of the complaint process may lead to communication limits or service termination.

14. Escalation

If the initial response does not resolve the issue, request an internal reconsideration and identify the specific point that remains disputed. The parties should make a reasonable attempt to resolve the matter through written discussion before starting a formal claim, subject to urgent legal rights and any dispute process in the governing agreement.