Professional service policy
Cancellations, rescheduling & refunds
How deposits, completed audit work, reserved fieldwork and approved expenses are treated when an engagement changes.
Before an engagement is accepted
The introductory 30-minute scoping call is free, so no refund applies. A website enquiry does not reserve time and carries no fee.
Commencement deposits
Accepted engagements normally require a 40% deposit. You may cancel in writing within five business days after payment for a full refund if we have not started agreed preparation or reserved non-refundable travel. If work has begun, the refund is the deposit less time already spent at the engagement’s stated rate and approved, non-recoverable expenses.
No refund is available for work already delivered and accepted, third-party specialist time already incurred with your approval, purchased source materials, completed travel, or bank charges that cannot be recovered.
Rescheduling fieldwork
You may request one reschedule without a fee by giving at least five business days’ notice, subject to availability. Later changes may require payment for non-recoverable travel or up to one practitioner day where the reserved period cannot reasonably be reassigned.
If key records or responsible staff are unavailable when fieldwork starts, we first try to adjust tasks. Material delay may be treated as rescheduling. We will not continue accumulating unapproved fees.
Cancellation and partial refunds
After the five-day period, either party may end the engagement as provided in the engagement letter. The client pays for completed work and approved expenses up to termination. Any remaining deposit balance is refunded. Where milestone invoices have been paid in advance, incomplete milestone value is assessed against documented work performed.
If Cloud Scheduler Grid cancels for reasons not caused by client breach, conflict, unsafe conditions or unavailable records, we refund prepaid fees for work not performed and provide completed, paid-for deliverables where professional duties allow.
No-shows and close-out meetings
A missed scoping call has no charge. A missed booked fieldwork session or final meeting may be rescheduled once; costs apply only where the engagement letter states them or non-recoverable travel was approved.
Requesting a refund
Email info@cloudschedulergrid.digital with the engagement reference, payment date, reason and account holder name. Do not send bank credentials by email. We acknowledge requests within five business days and normally decide them within ten business days after receiving necessary information.
Approved refunds are returned to the original payment method where possible, usually within ten business days after approval. Bank processing may add time. Mandatory South African consumer rights and any more favourable signed engagement term prevail over this policy.