Refund & cancellation policy

Scope

This policy applies to professional engagements for ESG finance disclosure reviews, climate metric consistency checks, and board pack readiness reviews described on this site. It does not cover goods, software licences, or subscription products — we do not sell those.

Deposit

A 40% commencement deposit is due on signature of the engagement letter. The deposit secures reviewer time against your freeze date.

Full refund eligibility

You may receive a full refund of amounts paid if we cancel the engagement for reasons within our control (for example, loss of independence we cannot cure) before substantive review work begins. “Substantive work” means claim inventorying or document testing has started.

Partial refunds

If you cancel after substantive work has begun but before delivery of the final memo:

• Within five business days of kickoff: up to 60% of total fees may be refunded after deducting time already incurred at agreed rates
• After draft findings are issued: fees for completed stages are earned; unused later stages may be refunded proportionally

Non-refundable items

• Time already spent on intake, testing, or drafting
• Third-party disbursements incurred with your approval (for example, certified translation)
• Reserved on-site meeting slots cancelled with less than two business days’ notice when travel costs were approved

Rescheduling

You may reschedule a kickoff once without fee if you give at least five business days’ notice and the new dates still allow completion before your filing freeze. Later reschedules may require a re-quote.

No-shows

If client owners fail to attend an agreed walkthrough without 24 hours’ notice, that session is charged as delivered. We will offer one replacement slot within ten business days.

Work already started

Findings drafts, issues logs, and board notes prepared before cancellation remain billable. Upon payment of earned fees, you retain those materials subject to the engagement letter.

Refund process and timing

Email info@smartcloudapicom.digital with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned to the original payment method within fourteen business days of approval.

Exceptions

Statutory rights under Hong Kong law that cannot be excluded remain available. Engagement letters may set stricter cancellation windows for compressed filing calendars; where conflict exists, the signed letter prevails for that engagement.