Refund and cancellation policy

Scope

This policy applies to professional engagements described on this site—Lease Portfolio Audits, Classification Reviews, Disclosure Readiness Checks, and Renewal-Period Follow-Up. It does not cover products, software licenses, or physical goods, which we do not sell.

Deposits

Portfolio audits and multi-week engagements typically require a deposit stated in the engagement letter (often 30–40% of the estimated fee) to reserve fieldwork dates. Narrow fixed-fee checks may be billed on completion without a deposit.

Cancellation by the client

If you cancel more than fourteen days before the agreed fieldwork start, we refund the deposit minus a modest administrative charge (up to TWD 8,000) for scoping already performed. Cancellations within fourteen days forfeit the deposit to the extent we cannot reasonably rebook the reserved team time. Fees for work already delivered (draft memos, completed sampling) remain payable.

Rescheduling

You may reschedule once without penalty if you give at least ten days’ notice and a mutually available window exists within sixty days. Later or repeated reschedules may incur a rescheduling fee or a revised quote if population size or entity scope has changed.

No-shows and access delays

If on-site days are booked and key contacts or documents are unavailable without timely notice, we may charge for the reserved day or convert the visit to remote review. Chronic delays that prevent completion may lead to suspension of the engagement with fees due for work performed.

Work already started

Once fieldwork or desk review has begun, refunds are partial at most. We invoice for time and deliverables completed, including draft findings. Unused deposit amounts after that invoice may be refunded.

Full or partial refunds

Full refunds apply when we cancel an engagement before start for reasons within our control (for example, sudden inability to staff the reserved dates) and no substitute date is acceptable to you. Partial refunds apply when only a portion of the scoped work remains undeliverable after a mutual stop decision.

Non-refundable items

Third-party costs expressly approved by you (such as travel booked at your request outside the Taichung area) are non-refundable once incurred. Administrative charges for late cancellations are non-refundable.

Refund process and timing

Email hello@smartappintegration.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, or by bank transfer to an account you nominate.

Exceptions

Engagement letters may tailor deposit percentages or notice periods for complex multi-entity audits. Where the letter and this policy differ, the signed letter controls for that engagement.