Morsden Academy · Legal

Cancellation and Complaints Policy

Effective: October 21, 2026 · Last updated: October 23, 2026

This policy explains how to request cancellation, raise a concern about educational content work, and seek a fair review of any amount paid.

1. Scope and relationship to the project agreement

This policy applies to commissioned content development and agreed monthly support from Morsden Academy. It should be read with the accepted proposal, invoice, and Terms and Conditions. A project agreement may set out specific milestones or notice arrangements, provided those terms are disclosed before acceptance and do not remove mandatory legal protections.

There is no blanket rule that every payment is non-refundable. The appropriate outcome depends on what was authorized, what has been completed, any properly disclosed third-party commitments, the reason for cancellation, and the rights that apply to the customer.

2. An enquiry is not an order

The website’s enquiry form sends your request for review. Its receipt confirmation does not create a booking, take payment, or establish a service agreement. You can withdraw an enquiry without a cancellation charge before a project is accepted. If you want to commission work, the scope, price, timetable, and relevant conditions must first be agreed in writing.

A request to discuss a service is different from approval to begin production. Work and costs should not be treated as authorized merely because a visitor selected a service or entered a preferred deadline in the form.

3. How to request cancellation

Send a written cancellation request to projects@morsdenacademy.com. Identify the client name, project or invoice, the work you wish to cancel, and the date you want the change to take effect. A brief explanation helps resolve the request, but a customer does not need to invent a reason when a legal cancellation right applies.

If timing is important, you may also call the number below and then confirm the request in writing. Keep a copy of the correspondence. The business will review work already authorized and take reasonable steps to avoid unnecessary further costs after receiving a clear cancellation request.

4. Cancellation before work begins

If a project is cancelled before production begins, any amount paid for work that has not been performed should normally be returned, subject to a lawful and previously disclosed commitment that cannot reasonably be recovered. An administrative deduction should not appear for the first time after cancellation.

If a deposit was requested, its purpose and treatment should have been explained in the project terms. Describing a payment as a deposit does not by itself settle whether it may lawfully be retained. We will explain any proposed deduction and the work or commitment it represents.

5. Cancellation after work has started

When authorized work has started, a fair settlement may include payment for the proportion already completed and approved non-recoverable costs, with the unused balance refunded. The review should consider the agreed scope and meaningful project milestones rather than an arbitrary penalty. Where practical, an itemized explanation will identify the basis of the calculation.

Access to partly completed files and rights to use paid work should be resolved in the close-out agreement. The business will not claim payment for work it did not perform, and the client should not publish unpaid or unlicensed draft materials without permission.

6. Monthly support and pauses

Monthly Educational Content Support follows the workload, billing period, and task plan accepted for that engagement. Before recurring billing is arranged, any renewal and cancellation terms must be disclosed and agreed. A website listing alone does not create an automatically renewing subscription or authorize recurring charges.

A cancellation or pause request should identify whether it concerns future periods, current tasks, or both. Unused prepaid amounts and work already performed will be reviewed fairly under the agreed arrangement and applicable law. A pause can affect delivery dates; resumption should be confirmed rather than assumed.

7. Delivery concerns and correction requests

If a delivered material appears incomplete, inaccurate relative to the agreed sources, technically unusable in the agreed format, or inconsistent with the approved brief, contact us with the relevant file, location, and explanation. Screenshots or a short reproduction description can help identify a technical problem. Do not send original confidential records when a redacted example is sufficient.

We will distinguish a failure to meet the agreed scope from a new requirement or a change of preference. Appropriate correction of nonconforming work should not be treated automatically as a paid extra. New subject matter, formats, or features may require a separate agreement.

8. Refunds and other remedies

Depending on the circumstances, a suitable resolution may be correction, completion, a revised delivery arrangement, a proportionate price adjustment, or a refund for work that cannot appropriately be supplied. The customer’s applicable statutory remedies remain available. A refund will not be conditioned on removing a truthful review or giving up a right that cannot lawfully be waived.

Where a refund is agreed, the business will confirm the amount and intended processing method. Return through the original payment channel is preferred where available and appropriate. Payment providers can add their own processing time; an estimated date should be communicated rather than represented as an immediate bank credit.

9. If the business must cancel or delay

If Morsden Academy cannot perform an accepted service, it will communicate the issue and discuss a reasonable alternative, revised schedule, or cancellation. The client is not required to accept a materially different service simply because an alternative is offered. Amounts paid for work that will not be performed should be returned, subject to a fair accounting of any usable work already supplied.

Events outside reasonable control can affect delivery, but do not justify retaining all unearned money automatically. Both parties should take reasonable steps to reduce avoidable loss and document any agreed change.

10. How complaints are reviewed

A complaint should identify the project, the issue, the relevant agreement or promise, steps already taken, and the resolution requested. We aim to acknowledge a clear written complaint within five business days and provide a substantive response within fifteen business days. These are service targets; if more investigation is needed, we will explain the delay and expected next update.

The review may involve checking the brief, supplied sources, approvals, files, invoices, and correspondence. We may ask focused follow-up questions. Personal information gathered for the complaint is handled for review, resolution, and necessary records rather than unrelated marketing.

11. Escalation and preserved rights

If you disagree with a response, ask for reconsideration and identify any missed information or proposed practical solution. Where useful, the parties may voluntarily discuss mediation or another mutually acceptable process. This policy does not impose mandatory arbitration, prevent a lawful complaint to a consumer authority, or require a customer to miss a payment-provider or court deadline.

You may seek independent advice or contact the appropriate consumer protection authority for your location, including the Kentucky Attorney General where relevant. Keep copies of supporting documents. Nothing in this policy limits remedies for fraud, legally actionable misrepresentation, or other rights that applicable law does not permit us to exclude.