Cancellation Policy

What this policy covers

This page explains how we handle cancellations, rescheduling, and refunds across the eLearning project and consulting work we do for corporations, academic institutions, and not-for-profits.

Because every eLearning project is scoped, scheduled, and staffed differently, most of the terms that govern a specific cancellation live in the Statement of Work (SOW) or Master Services Agreement (MSA) signed at the start of each engagement. The details below describe the framework we work from; the contract you sign with us is the binding source for your specific project.

Public reference points

Our Terms of Service

Our general Terms of Service (last updated October 27, 2024) is the legal baseline for using our website and engaging our services. A few clauses from that document are worth flagging here because they directly affect what happens when work is stopped or suspended:

• Liability cap. Section 15 limits our total liability to "the lesser of the amount paid, if any, by you to us during the six (6) month period prior to any cause of action arising or $100." That ceiling applies regardless of how an engagement ends, including cancellations.
• Termination of your account or use of the Services. We reserve the right to deny access to, suspend, or terminate the Services "without notice or liability" if you breach representations, warranties, covenants, or any applicable law or regulation.
• Dispute resolution. Section 20-style language requires the parties to first attempt to negotiate any dispute informally for at least 30 days before initiating arbitration. If a cancellation turns into a billing dispute, this is the path we follow first.
• Force majeure. We are "not responsible or liable for any loss, damage, delay, or failure to act caused by any cause beyond our reasonable control," which can include catastrophic events that delay or cancel a project.

The Terms of Service is a general legal framework, not an eLearning-project-specific cancellation schedule—so the real, operational cancellation rules live in the contract you sign with us.

How to start (or stop) a project with us

Every engagement begins with a conversation through our contact page. You can reach us at learn@simplemovement.ca or +1 416-727-8472, or by mail at 123 Balmoral Ave N, Hamilton, ON L8L 7R7, Canada.

We use the same channels to confirm scope and milestones—and, if you need to cancel or reschedule, to capture written notice of that change.

How cancellations work in practice

Cancelling an eLearning project

If you need to cancel an eLearning project before or during delivery:

1. Notify us in writing at learn@simplemovement.ca as soon as possible. Verbal-only notice is not enough once a deposit or milestone has been paid.
2. Reference your SOW or MSA. The exact refund, deposit-forfeiture, and work-already-completed rules are spelled out there.
3. We confirm the cancellation in writing with the effective date and a balance of any deliverables, hours, or material that has already been produced.

Because each project is quoted against a defined scope, what you owe (and what we owe back) at the point of cancellation depends on where the work is in the timeline and what has already been delivered. We do not publish a generic refund table because the answer changes project-to-project; we work it out with you against the actual work in flight.

Notice period

The further out from kickoff (or from the next scheduled milestone) we receive cancellation notice, the less work-in-flight has to be unwound.

Our Terms of Service has a 30-day informal dispute resolution clause, which is a benchmark we follow when a cancellation becomes contested.

The binding notice period is whatever is written into your Statement of Work. If your contract does not specify a notice period, we will work with you in good faith to find a realistic timeline before wrap-up.

Rescheduling consultations and discovery calls

Most of our consulting engagements (discovery calls, kickoff workshops, sprint demos) are scheduled through direct email with our project leads, with calendar invites sent from our team. To reschedule:

• Reply to the calendar invite or email your project lead as soon as you know you need to move the time.
• We try to accommodate rescheduled consultations without charging a fee when we can re-use the slot.
• For repeated last-minute changes (within 24 hours of the meeting) that prevent us from re-using the slot, we will discuss with you what, if anything, needs to be charged—handled case-by-case, not via an automatic fee schedule.

If you need to cancel the whole engagement that a series of consultations leads into, the notification rules above for cancelling an eLearning project apply.

Refunds for services

Refunds are not part of our standard published pricing because they are governed by your SOW. In general:

• Work that has already been delivered (designs, storyboards, prototypes, completed modules, deliverables handed off and accepted) is typically not refundable, because we cannot un-do production work.
• Deposits and milestone payments tied to a specific scope may be partially refundable if cancellation happens before that milestone's work has started, subject to whatever your contract specifies.
• No-shows on scheduled consultations and workshops are handled as reschedules rather than refunds.

If you have a specific cancellation scenario in mind, the most accurate answer will come from the SOW or MSA that governs the engagement, or from a direct conversation with us before you commit to the cancellation.

Who to contact

For any cancellation, rescheduling, or refund question, contact our team via:

• Email: learn@simplemovement.ca
• Phone: +1 416-727-8472
• Mail: 123 Balmoral Ave N, Hamilton, ON L8L 7R7, Canada
• Our contact form

We will respond in writing to confirm any change to a scheduled meeting, milestone, or project so everyone has the same record.

What is not yet documented publicly

The detailed, project-level cancellation terms (notice windows in days, deposit-forfeiture thresholds, refund-percentage tables, kickoff-vs-post-kickoff rules, and the like) are not currently broken out on our public website. We discuss them with each client during scoping and finalize them in the engagement contract.

If you would like a fully transparent, self-serve version of every cancellation rule on this page so prospective clients can read it before signing, that is on our to-do list and we will publish it here as soon as it is ready.