- Overview
This Service Cancellation Policy explains the conditions regarding cancellation requests for services provided by Kokonut Studio, S. De R.L. De C.V.
Our website allows customers to make a reservation payment to begin the service enquiry and appointment process. Service details, quotation information, and installation arrangements are confirmed through communication between Kokonut Studio and the customer before the service appointment is completed.
This policy applies to all customers requesting guardrail installation services through www.kokonutstudi.com.
- Cancellation Requests Before Service Confirmation
Customers may submit a cancellation request within 7 calendar days after making the reservation payment, provided that the service details, quotation information, and appointment arrangements have not yet been confirmed.
Cancellation requests received during this period will be reviewed according to:
The current status of the service enquiry;
Any communication or consultation already completed;
Any preparation work or administrative activities already performed in relation to the requested service.
Customers requesting cancellation should provide:
Full name;
Contact information;
Reservation details;
Reason for the cancellation request.
Kokonut Studio will review the request and provide confirmation regarding the applicable cancellation process within 3 business days after receiving the request.
- Cancellation Requests After Service Confirmation
Once service details, quotation information, and installation appointments have been confirmed, cancellation requests must be submitted at least 7 days before the scheduled installation date.
Requests received within this timeframe will be reviewed based on the current status of the project and any preparation activities already completed.
Where applicable, amounts related to:
Service consultation already provided;
Site preparation activities;
Project planning arrangements;
Materials, scheduling commitments, or other costs already incurred;
may be considered when processing a cancellation request.
For cancellation requests submitted less than 7 days before the scheduled installation date, Kokonut Studio will review the circumstances individually.
Any applicable refund amount will depend on completed work, preparation costs, and expenses already incurred.
Customers are encouraged to contact Kokonut Studio as soon as possible if they need to request cancellation after service confirmation.
- Appointment Changes
Customers who need to change an installation appointment should contact Kokonut Studio at least 3 business days before the scheduled appointment date.
We will review appointment change requests according to:
Installation team availability;
Current project arrangements;
Any preparation activities already completed.
Updated appointment details will be communicated with the customer before further arrangements are made.
- Customer Responsibilities
Customers are responsible for providing accurate information during the enquiry process, including:
Property information;
Installation requirements;
Contact details;
Any information necessary for preparing the service quotation.
If incorrect or incomplete information affects the service arrangement, customers should notify Kokonut Studio within 3 business days after identifying the issue so that the situation can be reviewed.
- Refund Handling
Where a refund is applicable under the agreed service terms and applicable regulations, Kokonut Studio will process the refund within 5 business days after the cancellation approval is confirmed.
Refunds will be issued according to the original payment method used by the customer.
The time required for funds to appear in the customer’s account may vary depending on:
The payment service provider;
The customer’s bank or financial institution;
Standard payment processing procedures.
- Exceptional Circumstances
If circumstances outside the reasonable control of Kokonut Studio affect the planned service arrangement, our team will contact the customer within 5 business days after becoming aware of the situation.
Available solutions will be reviewed based on the specific circumstances, including possible appointment adjustments or other reasonable arrangements.
- Consumer Rights
This Service Cancellation Policy does not affect any mandatory consumer rights that apply under relevant Mexican or European consumer protection regulations.
Where applicable, customers may exercise their legal rights according to the laws and regulations applicable to their location.
- Contact Information
For cancellation requests or questions regarding this policy, please contact:
Kokonut Studio, S. De R.L. De C.V.
Email:
guardrail@kokonutstudi.com
Phone:
+52 5641868879
Address:
2ᵃ Cda. Concepción Beistegui 6-2do piso,
Narvarte Poniente, Benito Juárez,
03100 Ciudad de México, CDMX, Mexico