Refund & rescheduling policy

Scope

This policy applies to professional audit engagements booked with Cloud Infra Connect, including licensing readiness audits, monitoring reviews, safeguarding audits, and pre-diligence health checks. It does not cover third-party counsel fees or products we do not sell.

Deposits and kickoff invoices

A kickoff invoice (typically forty percent of the agreed fee) reserves auditor calendar time. Once fieldwork preparation has begun — including issuance of the evidence request list — that deposit is non-refundable except where we cancel the engagement for reasons solely within our control.

Full refund eligibility

If you cancel in writing before we issue the evidence request list and more than ten business days before the scheduled kickoff date, we refund payments received for that engagement in full.

Partial refunds

If you cancel after the evidence request list is issued but before on-site or substantive sampling begins, we may retain the deposit and refund unused remaining fees, less documented third-party costs (for example pre-booked travel). If fieldwork has started, fees for completed phases are earned; unused future phases may be refunded on a pro-rata basis at our reasonable assessment of work performed.

Non-refundable items

Completed fieldwork days, delivered draft or final memoranda, and board readout sessions already held are non-refundable. Travel booked at your request and already incurred is non-refundable unless the carrier refunds us.

Rescheduling

You may request one reschedule of kickoff without fee if notice arrives at least seven business days beforehand and alternative dates within sixty days are mutually available. Later notice or repeated reschedules may incur a rescheduling charge of up to fifteen percent of the engagement fee to cover displaced calendar time.

No-shows and stalled evidence

If agreed interview days pass without access, or evidence remains substantially incomplete for more than fifteen business days after kickoff despite reminders, we may treat the engagement as client-cancelled. Earned fees for preparation and partial fieldwork remain payable; unused later phases may be closed with a partial refund of unearned amounts.

Work already started

Once sampling or walkthroughs begin, independence and professional standards require us to complete or formally withdraw. Withdrawal for independence or integrity reasons initiated by us results in a refund of unearned fees for unfinished phases.

Refund process and timing

Email hello@cloudinfraconnect.digital with your engagement reference and reason. We confirm eligibility within five business days and process approved refunds within fourteen business days to the original payment method where possible.

Cancellations by Cloud Infra Connect

If we must cancel for illness, conflict, or force majeure and cannot offer a suitable substitute date, you receive a full refund of amounts paid for unfinished work.

Exceptions

Engagement letters may set stricter or more specific commercial terms for a particular audit; those letter terms prevail for that engagement where they conflict with this page.

Contact

Refund requests: hello@cloudinfraconnect.digital · +886-7-083-2688 · 99062 Malcolm Drive, 臺南市, 福建省, Taiwan.