Refund and cancellation policy
Last updated: 28 July 2026
This policy applies to paid audit trail review engagements with Smartanalyticslab (transaction trail reviews, reconciliation trail audits, payment rail evidence mapping, override and exception trail reviews, log integrity sampling, readiness workshops, and related advisory work). It does not cover physical goods, software licenses, subscription products, or delivery models we do not offer.
Eligibility overview
Refunds depend on how much scoped work has started, whether a deposit was paid, and whether delays were caused by missing system access or decisions on the client side. Final commercial terms in a signed statement of work override this page if they conflict.
Timeframe to request a refund
Send refund requests in writing to reviews@smartanalyticslab.digital within 14 days of the invoice date for prepaid unused work, or within 7 days of a disputed deliverable handoff. Include your company name, engagement title, and reason.
Full refunds
A full refund of prepaid fees is available if we cancel the engagement before kickoff, or if we cannot begin within the agreed start window for reasons solely within our control and you decline a reschedule.
Partial refunds
If you cancel after kickoff, we invoice for work completed (sample preparation, trail reconstruction hours, workshops held, draft memoranda produced) and refund any unused prepaid balance. Completed milestones listed in the statement of work are non-refundable once accepted or deemed accepted after five business days without written objection.
Non-refundable items
- Completed trail integrity memoranda, gap maps, and written deliverables already delivered
- Third-party costs purchased on your behalf with prior written approval
- Time spent waiting on system access or evidence when the calendar hold was reserved exclusively for your engagement and you were notified
- Quarterly retainer fees for periods already underway after the cancellation notice period
Deposits
Projects may require a deposit to reserve start dates. Deposits are applied to the final invoice. If you cancel more than 10 business days before the scheduled kickoff, the deposit is refundable minus a reasonable admin fee disclosed in the proposal. Cancellations inside 10 business days forfeit the deposit unless we fill the slot with another paid engagement of similar size.
Cancellation by client
You may cancel by email. Quarterly trail retainers require 30 days’ written notice; the current quarter remains billable. Project work stops at the next safe handoff point after notice.
Cancellation by Smartanalyticslab
We may cancel if required access or evidence is not provided after reasonable reminders, if scope changes make the engagement unsafe or unethical, or for non-payment. In those cases we bill for completed work and refund unused prepayment where applicable.
Rescheduling
You may reschedule a kickoff once without fee if notice is given at least five business days ahead. Later reschedules may incur a fee reflecting reserved practitioner time. Workshops booked against a partner deadline should be moved promptly if that deadline slips.
No-shows
Missed workshops or readout calls without 24 hours’ notice are counted as delivered for that session. We will offer one courtesy reschedule when feasible.
Work already started
Once sample selection, trail reconstruction, or draft memorandum language has begun, that portion is billable even if you later pause the engagement. We will provide a summary of work to date upon written request after settlement of outstanding fees.
Purchased materials
If we purchase approved reference materials, temporary tool seats, or certified extracts for your project with prior written approval, those costs are pass-through and non-refundable once incurred.
Refund method and processing time
Approved refunds are returned via the original payment method when possible, or bank transfer to an account you designate. Processing typically completes within 10–15 business days after approval.
Exceptions
Mandatory consumer protections under Hong Kong law apply where they cannot be waived. For enterprise agreements with custom cancellation schedules, the signed contract controls.
Contact for refund requests
37 Java Rd, North Point, Hong Kong · +852 2578 7782 · reviews@smartanalyticslab.digital