Legal
Refund and cancellation policy
This policy applies to professional audit engagements described on this site. It does not cover products, subscriptions, or goods we do not sell.
Eligibility
Refunds relate to fees paid under a signed engagement letter. Website inquiries and unpaid scoping calls carry no charge and no refund.
Timeframe
Cancellation requests must be sent in writing to hello@serviceconnex.digital. The applicable refund depends on how far fieldwork has progressed at the time we receive the notice.
Full or partial refunds
- Before fieldwork begins: If you cancel more than ten business days before the agreed start date, we refund deposits minus any non-recoverable travel already incurred at your request.
- After scoping but before sample testing: We may retain up to forty percent of the fixed fee for preparation already completed, and refund the remainder of sums paid.
- After sample testing has started: Fees for days worked and a proportional share of the fixed fee for completed stages are non-refundable. Unused prepaid balances may be partially refunded at our discretion.
Non-refundable items
Completed findings letters, delivered board summaries, and third-party costs (secure rooms, courier of sealed files, approved travel) already spent are non-refundable.
Refund process and timing
Approved refunds are processed to the original payment method within fourteen business days of written approval. We confirm the amount by email before initiating the transfer.
Cancellation and rescheduling
You may request to reschedule fieldwork once without penalty if notice arrives at least seven business days before the start date and our team remains available. Further reschedules may incur a scheduling fee stated in the engagement letter.
Deposits
Fixed-fee engagements typically require a forty percent deposit on acceptance. Deposits secure calendar time; their refund treatment follows the stages above.
No-shows and delayed access
If agreed on-site days cannot proceed because data rooms, escorts, or ledger access are unavailable, those days may be billed as worked. We will attempt one reschedule before applying that treatment.
Work already started
Once walkthroughs or sampling begin, fees reflect progress. We do not refund for dissatisfaction with findings that accurately report sample results.
Contact for refund requests
Email hello@serviceconnex.digital with your engagement reference, or call +886-9-619-4895. Postal correspondence may be sent to 74109 Robel Port, 高雄縣, 台灣省, Taiwan.