Cancellation
& Complaints

Purpose

King Commodity Group aims to handle cancellations and complaints consistently, promptly and in proportion to the service involved. This Policy applies to recurring support plans, one-time procurement analysis and separately scoped procurement or supply-management work.

An accepted proposal or service confirmation may contain engagement-specific cancellation terms. If those terms directly conflict with this Policy, the specifically accepted terms control for that engagement to the extent permitted by law.

Before work begins

A prospective client may withdraw a request before accepting a proposal or authorizing work without a service cancellation charge. No fee is due merely for opening the website request form or receiving an initial scope discussion unless a separate paid consultation has been clearly agreed.

If a deposit or advance fee has been accepted for scheduled work, any refund will account for non-refundable third-party expenses, reserved capacity and work already performed as disclosed before payment.

Recurring monthly plans

Basic Procurement Support, Standard Supply Management and Advanced Procurement Support are recurring monthly service levels. Unless a written service document states a different period, a client may request cancellation before the next monthly service period begins. Notice should be provided early enough to stop planned work and future invoicing.

Cancellation ordinarily takes effect at the end of the current paid period. Work already performed during that period remains chargeable, and completed fees are not automatically prorated because capacity and workflow time may already have been allocated.

One-time and project services

For one-time procurement analysis or another project-based engagement, a client may cancel by providing written notice. The client is responsible for approved work completed through the effective cancellation date and for approved, non-cancellable third-party expenses. Any unused portion of a prepaid amount will be reviewed after those items are calculated.

Where the final deliverable has been substantially completed or delivered, cancellation does not eliminate the fee for that work. If practical, partially completed working materials may be supplied in their current condition after outstanding approved fees are resolved.

Rescheduling and pauses

A client may ask to reschedule a meeting, review or project step. We will make reasonable efforts to accommodate the request, subject to availability. Repeated changes or a pause that materially alters the work plan may require a revised timeline or scope.

If required client information is unavailable, work may be paused. A pause does not guarantee the original completion date or continued reservation of capacity. We will explain material scheduling consequences before resuming.

Scope changes

A request to add suppliers, products, locations, reporting requirements, data cleanup, urgent turnaround or new workflow functions may be treated as a scope change rather than a cancellation. No material additional fee should be incurred without a description of the change and client approval.

If the parties cannot agree on a revised scope, either party may end the affected work, with fees determined based on approved work already performed and any applicable written terms.

Cancellation by King Commodity Group

King Commodity Group may decline, pause or cancel work if a request falls outside the stated service scope; required information is repeatedly unavailable; an invoice remains unpaid; instructions appear unlawful, deceptive or unsafe; a conflict or security issue arises; communications become abusive; or continued work would require unapproved authority to transact, pay or trade for the client.

When reasonable, the client will receive notice and an opportunity to correct the issue. If cancellation is not caused by client breach, unused prepaid fees for unperformed work will be reviewed for return, less approved third-party costs.

Refund review

Refunds are not automatic and are evaluated from the accepted scope, payment record, completed work, reserved capacity, deliverables supplied, third-party commitments and reason for cancellation. A request should identify the engagement, amount, date and specific basis for review.

An approved refund is returned through a mutually agreed lawful method. King Commodity Group does not provide payment-processing services to clients; handling its own invoice refund does not change that service boundary. Processing time may depend on the financial institutions involved.

What counts as a complaint

A complaint is a clear expression that a service, deliverable, communication, charge or process did not meet an agreed expectation. General questions, requests for clarification and ordinary corrections can often be addressed without a formal complaint, but a client may ask for formal review at any time.

Complaints may relate to accuracy, timeliness, communication, scope, invoicing, privacy, accessibility or conduct. Complaints about an independent supplier’s goods or performance should be directed to that supplier, although we may help organize relevant records when included in the service scope.

How to submit a complaint

A complaint should include the client’s name and company, the relevant service or invoice, a concise description of the concern, important dates, supporting records and the outcome requested. Do not include unnecessary sensitive personal information or account credentials.

Complaints may be made using the contact information at the end of this Policy. The website request form itself does not transmit information, so a complaint entered only into that form will not be received.

Acknowledgment and review

We aim to acknowledge a complaint within three business days and provide a substantive response within fifteen business days. Complex matters, third-party dependencies or periods when key personnel are unavailable may require more time. If so, the client will be told the reason and provided with an updated target date.

The review may include the accepted scope, communications, source data, versions of deliverables, activity records and invoices. We may ask focused follow-up questions when the information supplied is not sufficient for a fair review.

Possible outcomes

Depending on the findings, an outcome may include an explanation, correction, updated deliverable, completion of an omitted agreed task, revised process, service credit, partial refund, cancellation, or a decision that no remedy is warranted under the agreed scope. A response will explain the material reasons for the decision.

No outcome guarantees a supplier result, price saving, delivery date or other matter outside reasonable control.

Escalation and reconsideration

If a client believes material evidence was overlooked, the client may request reconsideration within ten business days of the response and identify the overlooked information or specific disagreement. The reconsideration will be reviewed by a person able to assess the matter as independently as practical for the size of the business.

This internal process does not remove any non-waivable right or remedy available under applicable law.

Supplier-caused issues

Supplier changes, delays, quality concerns, unavailable inventory and inaccurate third-party statements are generally outside King Commodity Group’s control. They do not automatically establish a service failure. A complaint review will consider whether the agreed research, coordination, monitoring or communication task was performed with reasonable care based on the information available.

Records, privacy and non-retaliation

Complaint records are used to investigate the matter, communicate a response, improve processes and meet legal obligations. They are handled under the Privacy Policy and retained only as reasonably necessary. Access is limited according to business need.

King Commodity Group will not retaliate against a person for raising a good-faith complaint or exercising an applicable legal right. Deliberately false, abusive or threatening communications may be restricted to protect staff and systems.

Charge disputes

Clients are encouraged to contact King Commodity Group before initiating a charge dispute so that records can be reviewed and a practical resolution considered. This request does not restrict a lawful right to dispute a charge. Providing accurate engagement details helps reduce delay and duplicate investigation.

Changes to this Policy

This Policy may be updated when services, pricing structure, procedures or applicable requirements change. The “Last updated” date identifies the latest published version. A change will not retroactively reduce a right stated in a specifically accepted service document unless both parties agree or the law requires it.