This Service Cancellation Policy explains how projects and monthly support may be changed, paused, rescheduled, or ended. A written proposal may establish different deadlines or cancellation terms for a specific engagement.
1. When an Engagement Begins
An inquiry form does not create an engagement. Work begins only after NCODE BIO confirms acceptance, scope, access requirements, scheduling, and payment terms. Payment alone does not require NCODE BIO to perform an unlawful, unsafe, unavailable, or materially different service.
For cancellation purposes, “work begins” may include onboarding, process review, account setup, file review, instruction clarification, scheduling, template preparation, research planning, or active task performance.
2. Client Cancellation Before Work Begins
A client may request cancellation before work begins. When no capacity has been reserved and no non-recoverable expense has been incurred, eligible prepaid amounts may be refunded according to the Payment & Refund Policy.
If NCODE BIO has reserved a rush deadline, completed onboarding, purchased an approved resource, or otherwise incurred a non-recoverable cost, that amount may be deducted where permitted and disclosed.
3. Client Cancellation After Work Begins
After work begins, the client remains responsible for completed work, used hours, preparation, approved expenses, and time reasonably committed before the cancellation was received. NCODE BIO will stop new work within a reasonable period after receiving a clear cancellation instruction from an authorized contact.
Completed or partially completed files may be delivered after outstanding charges are resolved, subject to security, confidentiality, and legal restrictions.
4. Monthly Package Cancellation
A monthly package may be canceled by contacting NCODE BIO through one of the listed business emails. To avoid the next renewal, the request should be received at least three business days before the scheduled billing date. A request received later may not be processed before the renewal attempt.
Cancellation stops future renewal. It does not automatically refund the current period. The client may continue to use remaining included capacity during the paid period if the engagement remains in good standing and the tasks can be completed safely and reasonably.
5. No Automatic Rollover or Cash Conversion
Unused monthly hours expire at the end of the billing period unless a written agreement states otherwise. Cancellation does not convert unused hours into cash, a transferable balance, or work for another organization.
6. Rescheduling
A client may request a new deadline, meeting time, onboarding session, or task priority. NCODE BIO will attempt to accommodate the request but cannot guarantee that the original capacity remains available. A material schedule change may require a new estimate or rush fee.
When a meeting is involved, the client should provide reasonable notice. Repeated late cancellation, nonattendance, or rescheduling may cause the meeting time to count against package hours or may require prepayment for future appointments.
7. Client Delay and Inactivity
Work may be paused when required materials, approvals, access, payment, or instructions are missing. A delay caused by the client may move the completion date and may require rebooking. NCODE BIO is not responsible for a missed deadline caused by information or approval arriving late.
If a client remains inactive for thirty days or longer, NCODE BIO may close the project after reasonable notice. Completed work and used time remain payable. Restarting may require a new quote, updated scope, security review, or onboarding.
8. Scope Reduction
A client may request removal of unstarted tasks. The price may be adjusted when the removed work formed a separately priced component. A reduction does not require a proportional refund when the original price included onboarding, reserved capacity, bundled efficiency, or work already performed.
9. Scope Expansion
New deliverables, additional records, more complex formatting, expanded research, extra platforms, shorter deadlines, or changed objectives are not cancellation events. They are scope changes and require approval before additional work begins.
10. NCODE BIO Cancellation or Refusal
NCODE BIO may decline or cancel work that is unlawful, deceptive, abusive, unsafe, outside available expertise, technically impractical, inconsistent with the agreed scope, or likely to violate privacy or third-party rights. NCODE BIO may also end service for nonpayment, harassment, repeated security violations, unauthorized access requests, or material breach.
When NCODE BIO cancels unstarted work for its own availability reasons, eligible prepaid fees for that unstarted work will be refunded. When cancellation results from client breach or unlawful instructions, amounts for completed work, used time, and committed expenses remain payable.
11. Emergency Suspension
NCODE BIO may immediately suspend access or processing when there is a suspected compromised account, malware event, fraudulent instruction, data breach, unlawful disclosure, identity concern, or other material security risk. Suspension is intended to prevent harm and does not by itself determine fault.
Work will resume when the risk is reasonably addressed, access is secure, and the parties agree on next steps. A prolonged unresolved risk may result in termination.
12. Third-Party Platform Failure
Scheduling and delivery may depend on email, calendar, CRM, cloud storage, payment, or communication platforms. If a third-party outage prevents work, NCODE BIO may reschedule the task, use an approved alternative, or pause performance until the system returns.
A third-party outage does not automatically require a refund where the paid capacity remains available or the task can reasonably be completed later. NCODE BIO may provide a credit when a prolonged disruption within its reasonable control materially prevents service.
13. Force Majeure
Either party may delay or cancel affected work when performance is prevented by events beyond reasonable control, including severe weather, natural disaster, fire, public emergency, war, government restriction, widespread internet or power failure, or critical vendor outage. The parties will attempt to minimize loss and determine whether work should be rescheduled, credited, or closed.
14. Deliverables at Closeout
At the end of an engagement, NCODE BIO may provide completed deliverables, a status summary, or reasonable handover information within the paid scope. The client is responsible for downloading files, changing passwords, revoking access, and confirming ownership of accounts.
Drafts, internal notes, temporary files, duplicate working copies, and proprietary internal tools are not required to be delivered unless a written agreement says otherwise.
15. Credentials and Access Removal
After cancellation, the client should revoke delegated access and remove NCODE BIO users from systems that are no longer needed. NCODE BIO may independently sign out, delete locally stored credentials, and request confirmation that access has ended.
16. Data Retention After Cancellation
Project information may be retained for a reasonable closeout, billing, dispute, security, backup, or legal period. Client materials that are no longer needed will be deleted or returned according to the Confidentiality & Data Handling Policy, subject to technical backup cycles and legal retention duties.
17. Reinstatement
A canceled or suspended service is not automatically reinstated. Restarting may depend on availability, updated pricing, payment of outstanding balances, new access controls, and a revised scope. Previous deadlines and reserved capacity may no longer be available.
18. How to Submit a Cancellation
A cancellation request should identify the client, service, project or package, requested effective date, and whether any active task should be completed before closeout. NCODE BIO may verify the requester’s authority before stopping work or releasing information.