Refund & cancellation policy

Automatecloudops provides safeguarding controls audits and related assurance reviews for e-money firms. We do not sell physical goods, software licences, or self-serve subscriptions. This policy covers fees paid toward scoped professional work.

Refund eligibility

Refunds apply to prepaid engagement fees when work has not started and you cancel within the window below. “Work started” means we have held a kickoff, received client evidence for testing, or begun walkthroughs—whichever occurs first.

Timeframe

Written cancellation received at least ten (10) business days before the agreed fieldwork start date may qualify for a full refund of prepaid fees, less any non-refundable deposit stated in the engagement letter.

Full vs partial refunds

• Full refund: Cancellation before work starts and outside any stated deposit hold, within the ten-business-day notice period.
• Partial refund: If limited preparation has occurred (for example, preliminary document review under four hours), we may refund prepaid fees minus time already incurred at the rates in the engagement letter.
• No refund: After substantive fieldwork or sample testing has begun; for completed deliverables already issued; or for no-shows on confirmed on-site days without 48 hours’ notice.

Non-refundable items

Engagement deposits marked non-refundable in the letter, third-party bank confirmation fees advanced on your behalf, and travel booked with your written approval are non-refundable once incurred.

Deposits

We may require a deposit (typically 30% of the estimated fee) to reserve the fieldwork window. Unless the letter says otherwise, deposits become non-refundable within five business days of the scheduled start.

Cancellation & rescheduling

You may reschedule once at no charge if you give at least five business days’ notice and a new date within sixty days is agreed. Later reschedules may incur a scheduling fee of up to 10% of the engagement value. We may cancel for unpaid invoices or lack of access to safeguarding evidence after reasonable reminders; prepaid unused fees are then refunded on a pro-rata basis for work not performed.

No-shows & work already started

If key staff miss a confirmed walkthrough without notice, that day is billable. Where fieldwork has started, fees for completed phases remain due; unused future phases may be cancelled with a partial refund as calculated above.

Purchased materials

We do not sell retail materials. Any external confirmations or courier costs approved by you are charged at cost and are non-refundable after purchase.

Refund process & timing

Email engagements@automatecloudops.digital with your engagement reference and reason. Approved refunds are processed within fourteen (14) business days to the original payment method. Bank transfer refunds in Hong Kong dollars may take additional clearing time depending on your bank.

Refund method

Refunds return to the card or account that paid the invoice. We do not issue cash refunds.

Exceptions

If we materially fail to deliver the scoped report for reasons solely within our control, you may request a refund of fees for undelivered phases. Supervisory or bank delays outside our control are not grounds for a full fee refund.

Contact for refund requests

Automatecloudops · Suite 602, Chinachem Century Tower, 178 Gloucester Road, Wan Chai District, Hong Kong · +852 2833 2820 · engagements@automatecloudops.digital