Cancellation & Complaints

Purpose and scope

This policy applies to project-based graphic design services supplied by WEQMU CORP, including logo and visual identity design, social media graphics, marketing materials, and packaging design. It supplements the Terms and Conditions and the applicable proposal, statement of work, or invoice.

A project-specific cancellation term controls if it clearly differs from this policy. Rights that cannot be waived under applicable law remain in effect. This policy does not govern a printer, manufacturer, stock marketplace, font provider, courier, payment provider, or another independent supplier, although WEQMU will reasonably assist with information about a related issue.

Before work starts

Before authorizing work, the client should review the service description, deliverables, exclusions, number of concepts, revision rounds, price, payment schedule, expected dependencies, and target timing. Questions should be resolved in writing before the first payment or approval.

A project is considered started when WEQMU performs substantive work reserved for that project, which may include discovery review, research, planning, source-file preparation, concept development, design production, supplier coordination, or another task identified in the scope. An administrative acknowledgment by itself does not necessarily mean substantive work has started.

If the client requests an urgent start, the client understands that work and non-cancelable commitments may begin promptly after authorization, reducing any amount that remains unused if the project is canceled.

Cancellation by the client

A client may request cancellation by providing a clear written notice that identifies the client, project, and requested effective date. Notice should be sent to projects@weqmucorp.com. The cancellation is effective when WEQMU receives enough information to identify the engagement, unless a later date is requested.

If the request is received before substantive work begins and before a non-cancelable cost is incurred, WEQMU will cancel the project and return any refundable amount paid, less a clearly disclosed administrative or payment-processing cost if the project document permits that deduction and applicable law allows it.

If work has begun, cancellation does not erase the value of work already performed. WEQMU may stop at a reasonable point, calculate completed work and approved commitments, and provide an account of any remaining balance or refund. The calculation may use project milestones, hourly or daily values stated in the scope, or a reasonable proportion of the fixed fee based on completed stages.

Deposits, advance payments, and refunds

The project document should state whether an initial payment is a deposit, retainer, booking payment, milestone payment, or advance against the total fee. A label alone does not override applicable law. The amount retained after cancellation must correspond to the written agreement, work performed, reserved capacity where enforceable, approved costs, and legal requirements.

A refundable unused balance will ordinarily be returned using the original payment route where practical. Processing time can depend on the bank or payment provider. WEQMU will not request a password, full card number, or security code to process a legitimate refund.

Third-party costs already incurred with approval—such as a font, stock asset, proof, printer setup, courier, or manufacturing charge—may be non-refundable if the supplier does not refund them. WEQMU will identify known non-refundable commitments in the cancellation calculation.

A refund is not automatically available merely because a client changes preference after approving work, no longer needs a project, fails to use delivered files, or experiences a commercial result different from an expectation that was not guaranteed.

Rescheduling and pause requests

A request to pause or move dates is not automatically a cancellation. WEQMU will consider availability, completed work, other commitments, supplier deadlines, and the length of the requested pause. A new schedule is effective only when confirmed in writing.

Short pauses may be accommodated without additional cost when they do not disrupt reserved work. A substantial delay may require the project to move to the next available production window. If restarting creates duplicated setup, expired supplier quotes, or new work, WEQMU will disclose any restart or change cost before proceeding.

If a fixed campaign, launch, print, or manufacturing date is critical, the client must identify it before scope approval and meet all feedback and material deadlines. WEQMU is not responsible for a missed date caused by late dependencies or a pause requested by the client.

Inactive and abandoned projects

If the client does not provide required content, feedback, approval, or payment for ten business days, WEQMU may mark the project paused and release reserved schedule capacity. Reasonable reminders may be sent to the designated contact.

After thirty calendar days without the required response, WEQMU may issue a written notice that the project will be administratively closed or rescheduled. Closing does not remove the obligation to pay for completed work and approved costs.

A client may ask to restart a closed project. Restarting is subject to availability, confirmation that source information remains current, and a revised quote where the original scope, suppliers, software, timing, or costs have changed.

Completed and digitally delivered work

Design services produce customized digital work that may be usable immediately after delivery. Once final files have been approved, delivered, downloaded, supplied to a printer, published, or otherwise used, cancellation may no longer be a practical remedy for the completed portion.

This does not remove a right to correction when WEQMU introduced a genuine error or failed to deliver an agreed item. The client should inspect a delivery promptly and report a suspected omission or technical problem with enough detail to reproduce it.

Editable source files, unused concepts, fonts, mockups, licensed assets, and working materials are delivered only when the project scope requires them. Their absence is not a delivery defect if they were excluded or not listed.

Dissatisfaction, revisions, and quality concerns

Creative preference can change during a project. The normal first remedy is to use the included revision process against the approved brief. Feedback should identify the relevant item, explain the practical concern, and describe the required result rather than provide several conflicting directions.

A request is outside included revisions when it replaces the approved brief, reverses an approved direction, adds deliverables, changes dimensions or suppliers, replaces approved copy, or requires a new concept. WEQMU will explain material scope impact and seek approval before additional work.

If a client believes work does not match the written scope or accepted standard of care, the client should identify the specific obligation and evidence. WEQMU will distinguish between a defect, an omitted deliverable, a production variation, a client-supplied error, and a later change of preference.

How to make a complaint

A complaint may be submitted using projects@weqmucorp.com or the postal address at the end of this policy. The message should include:

• the client and organization name;
• the project or invoice reference, if available;
• the date the issue occurred or was discovered;
• a concise description of the concern;
• the relevant proof, approval, file name, invoice line, or communication;
• steps already taken to resolve it; and
• the outcome requested.

Do not include passwords, complete payment-card details, government identification, or unrelated sensitive information. If a large design file is relevant, first ask for an appropriate transfer method.

Complaint review process

WEQMU aims to acknowledge a sufficiently identified complaint within five business days. An acknowledgment is not a decision. The complaint will be reviewed against the scope, timeline, submitted materials, approvals, delivery records, invoice, policies, and applicable law.

WEQMU aims to provide a substantive response within fifteen business days after receiving enough information to investigate. A complex issue involving a supplier, archived file, payment provider, or legal question may take longer. If additional time is needed, WEQMU will provide a reasonable update.

Both parties should preserve relevant files and communications and cooperate reasonably. Abusive, discriminatory, threatening, or excessively repetitive communication may be limited to one written channel without preventing a legitimate complaint from being reviewed.

Possible resolutions

The appropriate outcome depends on the facts and may include an explanation, corrected file, completion of an omitted deliverable, reasonable additional review, supplier coordination, revised invoice, partial refund for an affected portion, full refund where legally required, project cancellation, or confirmation that no service failure occurred.

A remedy will be proportionate to the issue and the value of the affected work. WEQMU is not required to provide a remedy that is unrelated to the complaint, exceeds non-waivable legal requirements and agreed liability, or would require unlawful or infringing work.

Accepting a corrective file does not waive a right that cannot legally be waived. Any settlement intended to resolve all claims will be documented separately and must be accepted by authorized parties.

Invoice questions, chargebacks, and fraud

A client who does not recognize a charge or disputes an invoice should contact WEQMU promptly so the project, authorization, and payment record can be checked. Many issues can be resolved faster through direct review than through a payment dispute.

A chargeback should not be used to avoid payment for authorized and properly delivered work. WEQMU may provide the payment provider with the proposal, approval, delivery, communication, and other information reasonably required to answer a dispute.

Suspected unauthorized use of a payment method will be treated seriously. Work may be paused while identity and authorization are reviewed. WEQMU will not ask for a password or complete security credential during that review.

Cancellation or refusal by WEQMU

WEQMU may decline, pause, or cancel a project for non-payment, repeated failure to provide dependencies, unlawful or deceptive instructions, infringement risk, unsafe conduct, harassment, misrepresentation, fraud risk, conflict of interest, lack of required capability, or another material breach.

Where the issue can reasonably be cured, WEQMU may provide notice and an opportunity to correct it. Immediate action may be taken when necessary to prevent harm, protect security, comply with law, or avoid infringement.

If WEQMU cancels for convenience rather than client breach, the client will not be charged for unperformed work and will receive a refund of any unused prepaid amount. Completed work and approved non-refundable costs remain chargeable. Delivery of partial work depends on payment, usability, licensing, and the project agreement.

Consumer rights and governing documents

Nothing in this policy limits a warranty, cancellation right, refund right, or complaint remedy that cannot be excluded under applicable law. Whether a customer is legally treated as a consumer depends on the facts and jurisdiction. Most WEQMU services are offered for business purposes.

If the project proposal, Terms and Conditions, and this policy address the same issue, the specific project document generally controls unless law requires otherwise. A later written amendment signed or clearly approved by authorized parties may also control.

Unresolved disputes are handled under the governing-law and dispute provisions in the Terms and Conditions, subject to non-waivable rights and forum rules.

Policy updates and contact

This policy may be updated to reflect service, process, vendor, or legal changes. The “Last updated” date identifies the current version. A cancellation already accepted will be handled under the applicable agreement and policy in effect for that project unless the parties agree otherwise or law requires a different result.

To ask a cancellation question or submit a complaint, use the contact details below and retain a copy of the request. Clear, timely information supports a fair review.