Cancellation and Complaints Policy
Effective and last updated September 21, 2026. This page relates to the Koa Readers website and content creation services.
1. Purpose and scope
This policy explains how Koa Readers handles a request to cancel, pause, reschedule, or raise a concern about a content creation engagement. It applies to proposed and active work in content strategy, articles, social content, website copy, and short-form video unless an accepted project agreement specifies a different process. Nothing here limits rights or remedies that cannot be waived under applicable law.
A website inquiry or the preview form does not create a paid booking, so there is nothing to cancel merely because someone explored a service. An engagement begins only when scope and commercial terms have been accepted through a separate written process.
2. Before work begins
If you need to withdraw from a proposed project before both parties have accepted the written scope, let us know and no future work needs to be scheduled. If a deposit or payment has already been collected under a signed agreement but substantive work has not begun, we will review the agreement and refund the part not earned or otherwise committed, less any agreed non-refundable third-party expense to the extent lawful.
We ask that any cancellation request identify the project, the person authorized to make the request, and the preferred effective date. Written notice creates a useful record for both parties and helps prevent accidental work after the request.
3. After production has started
When production is underway, we will provide a reasonable summary of work completed through the effective cancellation date, including research, planning, drafts, editing, and committed outside costs. Charges for completed work and authorized non-recoverable expenses may remain payable under the accepted agreement. If an advance payment exceeds the amount properly due, any balance will be returned using an appropriate payment method within the period required by law or the agreed terms.
Partially finished work may not be suitable for publication and may depend on third-party licenses or unpaid work. Rights to materials delivered upon cancellation follow the accepted agreement and the payment status. We will not present an unapproved draft as a finished publication-ready deliverable.
4. Monthly work and scheduling changes
For a recurring social media content package, the accepted agreement should state the service period, deliverables, notice date, renewal terms if any, and any scheduled production commitments. A cancellation request affects future periods according to that agreement and does not automatically reverse services already supplied for the current period.
If you need to move a meeting, interview, shoot, approval, or delivery date, contact us as soon as practical. We will try to agree on a revised schedule. Changes can affect collaborators, availability, and third-party charges. If a delay prevents production, the parties should document the revised timeline and any fee change rather than assuming the original deadline remains possible.
5. Quality concerns and revision requests
If a deliverable appears inconsistent with the accepted brief, tell us which part is affected and refer to the agreed requirements. We will compare the issue with the scope and offer an appropriate correction within the contracted revision process where the concern is substantiated. A new direction, a change in audience, or added deliverables may instead require a revised proposal.
Before publishing any material, the client should review names, claims, prices, legal statements, factual details, permissions, and platform requirements. Notify us promptly of a concern so we can preserve project context and respond while a practical correction remains possible.
6. How to make a complaint
Send a written description to studio@koareaders.com, or contact us by phone or at the business address listed below. Include your name, project reference if available, the relevant deliverable and date, the issue, supporting files, and the resolution you seek. Avoid including unrelated sensitive information. We will acknowledge the complaint within a reasonable time and explain what information is needed to review it.
We will assess the agreed scope, records, and any work already completed, and then communicate a proposed resolution. Depending on the facts, that may involve a correction, a revised schedule, a partial refund where appropriate, or an explanation of why a request falls outside the agreement. Complex matters or missing information can take longer; we will keep you informed.
7. Escalation and mandatory rights
If you disagree with our response, reply with the point you believe remains unresolved and any further evidence. We will review the matter again with someone authorized to make a decision. The parties may also use any dispute process described in their accepted agreement or a process available under applicable law.
This policy is intended as a fair working process, not as a waiver of statutory cancellation, refund, or complaint rights that apply in a particular situation. We may update this page when our procedures change; the date above identifies the current version. The contact details below apply to all cancellation and complaint notices.