Refunds and cancellations
How deposits, cancellations, and refunds work for Cloudopstools verification engagements.
Scope of this policy
This policy applies to professional engagements with Cloudopstools — primarily vendor invoice verification, AP cut-off reviews, and vendor master integrity checks. It does not cover physical product sales, software licences, or subscriptions, which we do not offer.
Refund eligibility
Fees may be refunded in full or in part when:
- We cancel an engagement for reasons within our control and cannot offer a suitable alternative date
- You cancel in writing before substantive testing begins, subject to the timelines below
- A deposit was taken and the engagement never starts because we decline the work after conflict or capacity review
Timeframes
- More than 10 business days before the agreed start date: deposit refundable in full, less any non-recoverable third-party costs already incurred with your approval
- 5–10 business days before start: 50% of the deposit may be retained as a scheduling fee
- Fewer than 5 business days before start, or after document intake has begun: deposit is generally non-refundable; unused prepaid fees for work not started may be discussed case by case
Work already started
Once testing of invoices or vendor records has begun, fees for time already spent (at the rates in the scope letter) are payable and not refundable. If you cancel mid-engagement, we will invoice completed work and return any unused prepaid balance after deducting that amount.
Non-refundable items
- Fees for completed deliverables (final or draft reports already issued)
- Charges for on-site days already attended
- Costs of purchased reference materials or certified extracts obtained specifically for your engagement with prior written approval
Deposits
Deposits reserve a review window. They are applied to the final invoice. Refund treatment follows the cancellation timelines above.
Rescheduling
You may request one reschedule without penalty if notice is given at least 5 business days before the start date and an alternative window exists within 60 days. Further reschedules may attract a fee stated in writing.
No-shows
If client contacts are unavailable for a booked on-site day without 24 hours’ notice, that day may be charged as incurred.
Refund process and method
Email info@cloudopstools.digital with your engagement reference and reason. Approved refunds are processed within 14 business days to the original payment method where possible, or by bank transfer to a Hong Kong account you nominate.
Processing time
Internal approval typically takes up to 5 business days after we receive complete cancellation notice; bank processing may add further days.
Contact for refund requests
info@cloudopstools.digital · +852 2527 8899 · Admiralty Centre Tower 1, 18 Harcourt Road, Admiralty, Hong Kong.