Cancellation and Complaints Policy

1. Scope and Priority

This Policy applies to business consulting services offered by Sloan's Lake Managing Member, including individual strategy sessions, fixed-scope projects, research and documentation work, and ongoing advisory arrangements. It also applies to complaints about website information, accessibility, communication, billing, privacy handling, and service quality.

A signed proposal, statement of work, or other engagement document may include a schedule, deposit, cancellation, milestone, acceptance, or termination term tailored to the work. If that specific written term conflicts with this general Policy, the signed engagement term controls. Mandatory rights provided by applicable law are not reduced.

2. Definitions

• Business day means Monday through Friday, excluding federal holidays observed in Colorado.
• Consultation means a scheduled session priced primarily by appointment rather than a larger project scope.
• Project means an engagement with defined work, deliverables, phases, or milestones.
• Ongoing advisory means recurring monthly or periodic access and support.
• Cancellation means ending reserved work rather than moving it to an agreed alternative date.
• Rescheduling means moving a session or agreed activity while preserving the engagement.

3. Before an Engagement is Confirmed

A website inquiry, preliminary discussion, draft proposal, or estimate does not reserve capacity unless we expressly confirm otherwise. A prospective client may stop the inquiry process at any time before accepting a binding engagement, and no service fee is due unless the parties separately agreed to paid discovery, assessment, or preparatory work.

The interactive inquiry form in the supplied website configuration does not transmit entries. Completing it does not create an appointment, contract, or cancellation obligation. A real engagement requires direct communication and acceptance of the applicable written terms.

4. Consultation Rescheduling

A client may request to reschedule a consultation without a rescheduling fee by giving at least two business days' notice before the scheduled start. We will offer reasonable alternatives based on current availability. A rescheduled session should normally occur within 30 calendar days unless the parties agree otherwise.

With less than two business days' notice, we may apply up to 50% of the consultation fee or apply that amount against the rescheduled session, depending on whether the reserved time can be used for other work and whether preparation has already been completed. We will consider emergencies, serious illness, severe weather, and comparable circumstances reasonably and may waive a fee.

5. Consultation Cancellation and No-Shows

A consultation cancelled at least two business days before the scheduled start is eligible for a refund of prepaid session fees, less any separately disclosed non-refundable preparation already completed or non-cancellable cost incurred at the client's request.

A cancellation with less than two business days' notice may be charged up to 50% of the session fee. A no-show or a cancellation after the scheduled start may be charged up to the full session fee because the time was reserved and may no longer be usable. A participant is generally treated as a no-show after 20 minutes without communication, but we will attempt a reasonable contact before ending the session.

6. Project Cancellation by the Client

A client may request project cancellation in writing. The notice should identify the project and desired effective date. Unless a signed engagement states otherwise, the client is responsible for fees for work properly performed through the effective date, approved expenses, and non-cancellable third-party commitments made for the project.

If a prepaid amount exceeds sums properly due, the remaining balance will be refunded. If sums due exceed the prepaid amount, we will provide a final invoice with a reasonable description of completed work and relevant commitments. Work in progress may be supplied in its then-current form after payment, subject to confidentiality, intellectual-property, and third-party restrictions.

A project cancelled before substantive work begins is generally eligible for return of prepaid project fees, less any disclosed capacity-reservation amount, completed scoping or preparation, approved expense, and non-cancellable commitment. We will not charge for work that was neither performed nor reasonably committed.

7. Deposits and Capacity Reservations

A proposal may require a deposit to reserve capacity or begin work. The proposal should state whether the deposit is refundable, applied to future invoices, or earned as milestones are completed. A deposit is not automatically forfeited merely because the word “deposit” is used; the applicable document and work actually performed determine its treatment.

Where a clearly disclosed portion is designated as a non-refundable capacity reservation, it compensates for holding time unavailable to other work and will be reasonable in relation to the reserved capacity. We will apply it consistently with applicable law and the signed agreement.

8. Ongoing Advisory Termination

Unless a written engagement states otherwise, either party may end ongoing advisory services with 30 calendar days' written notice. Services and ordinary billing continue during the notice period unless the parties agree to an earlier transition. The client remains responsible for fees accrued through the effective end date and for approved non-cancellable commitments.

Prepaid amounts covering a period after the effective end date will be refunded on a prorated basis, except for amounts properly applied to committed capacity, completed work, or expressly non-refundable items permitted by law. Unused hours do not automatically carry forward or convert to cash unless the engagement document states that they do.

9. Pauses and Client-Caused Delay

If the client requests a pause or cannot provide required information, access, approvals, or availability, we will discuss the expected duration and effect. A short pause may be absorbed into the schedule. A longer or indefinite pause may require release of reserved capacity, a restart date based on availability, refreshed assumptions, or a reasonable remobilization fee disclosed before work resumes.

If a project remains inactive for 30 calendar days because required client action is missing and no plan has been agreed, we may issue written notice proposing suspension or administrative closure. Closure is treated as a client cancellation for payment and work-product purposes unless the parties agree otherwise.

10. Cancellation or Rescheduling by Us

We may need to reschedule because of illness, emergency, severe weather, safety concern, system failure, or another circumstance beyond reasonable control. We will communicate promptly and offer a reasonable replacement date. If a replacement consultation cannot be agreed, prepaid fees for the undelivered session will be refunded.

We may terminate or suspend work for material nonpayment, unlawful instructions, misrepresentation, abuse, conflict of interest, unsafe conditions, serious confidentiality or security risk, persistent failure to cooperate, or a material breach that is not cured after reasonable notice. Immediate action may be taken where a cure period would be unlawful or create significant risk. Fees for properly completed work and valid commitments remain due.

11. Refund Method and Timing

Approved refunds are generally issued to the original payment method when practical. We aim to initiate an approved refund within 10 business days after the amount is determined and any necessary payment details are confirmed. Financial institutions and payment providers may require additional processing time beyond our control.

A refund may be offset against a valid outstanding invoice if the client agrees or applicable contract terms allow. We will provide a reasonable explanation of the calculation. Refunds do not include consequential costs, exchange-rate differences, bank fees, or third-party charges that we did not receive, except where law requires otherwise.

12. Deliverable Concerns

If a client believes a deliverable does not meet an agreed scope or acceptance criterion, the client should provide consolidated, specific feedback within the review period in the engagement document or, if none is stated, within five business days after delivery. The notice should identify the relevant requirement, the observed issue, and the correction requested.

Where the issue is a genuine in-scope nonconformity, we will use reasonable efforts to correct it without an additional professional fee. A change in preference, business direction, underlying facts, requested outcome, or scope is not a defect and may require a change order.

13. How to Make a Complaint

A complaint may be sent to advisory@sloanslakemanagingmember.com, delivered to the postal address below, or communicated by telephone. Written complaints are usually easier to investigate. Please include:

• your name, organization, and preferred contact method;
• the engagement, invoice, meeting, or page involved;
• a clear description of what occurred and relevant dates;
• copies of material records that you are authorized to provide; and
• the outcome or correction you believe would reasonably resolve the concern.

Do not send passwords, full payment-card numbers, government identifiers, or unrelated sensitive information. If secure transfer is needed, request an appropriate method first.

14. Complaint Review Process

We aim to acknowledge a complaint within three business days. The acknowledgment may request clarification, confirm the scope of review, identify the person responsible for the response, and provide an expected timetable. We aim to provide a substantive written response within 10 business days after receiving enough information to investigate.

A complex matter involving archived records, a provider, multiple participants, privacy verification, or legal advice may require more time. If so, we will explain the reason and provide a revised target date. During the review we may examine engagement documents, correspondence, work records, invoices, technical logs, and statements from involved personnel.

The response will summarize the issue, relevant information considered, findings that can appropriately be shared, and any proposed correction, refund, explanation, process change, or other next step. Confidentiality and another person's privacy may limit what can be disclosed.

15. Escalation and Reconsideration

If you disagree with the response, you may request reconsideration within 15 calendar days. State “Complaint Reconsideration” and explain the part of the response you challenge, any information you believe was overlooked, and the outcome requested. Where practical, the reconsideration will be completed by a person able to review the original decision independently.

We aim to respond to reconsideration within 10 business days after receiving the necessary information. This internal process does not prevent either party from using a contractual dispute process, contacting an appropriate regulator, seeking independent advice, or exercising another right available under law.

16. Privacy and Recordkeeping

Complaint and cancellation records may include identity, contact details, correspondence, contracts, invoices, project materials, and internal review notes. We use these records to investigate, respond, improve processes, meet legal obligations, and establish or defend claims. Access is limited to people and providers with a legitimate need.

Records are retained for a period reasonably appropriate to the nature of the issue, contractual commitments, legal limitation periods, accounting requirements, security, and the need to show how the matter was handled. Privacy rights may be exercised as described in the Privacy Policy, subject to applicable exceptions.

17. Fair Treatment

We do not charge a fee merely to receive or review a good-faith complaint. Raising a concern will not by itself result in retaliation, denial of an applicable right, or adverse treatment unrelated to the merits of the issue. We expect communication to remain factual and respectful.

We may set reasonable boundaries or end direct communication that is threatening, discriminatory, harassing, knowingly false, repetitive without new information, or unrelated to our services. This will not prevent review of a legitimate underlying concern through an appropriate channel.

18. Changes to this Policy

We may revise this Policy to reflect service practices, engagement models, payment systems, law, or lessons from complaint handling. The date at the top will be updated. A revision will not retroactively change a signed project-specific term unless both parties agree or law requires the change.