Refunds & cancellations

Scope

This policy applies to professional audit engagements described on this site: KYC Record Verification Audit, Onboarding File Assessment, and Remediation Follow-up Review. It does not cover products, subscriptions, or goods we do not sell.

Deposit

A mobilisation deposit (typically 30% of the agreed fee) is invoiced when you accept the engagement letter. The deposit reserves auditor time and covers planning work such as sample design.

Full refund eligibility

A full refund of amounts paid is available if:

• We cancel the engagement for reasons within our control before fieldwork begins; or
• You cancel in writing at least 14 clear days before the agreed fieldwork start date and we have not yet commenced substantive planning billed under the letter

Partial refunds

If you cancel between 13 and 5 clear days before fieldwork start, we may retain up to 50% of the deposit to cover scheduling loss and work already performed, and refund the remainder of sums paid that exceed work done.

Cancellations within 5 clear days of fieldwork start, or after fieldwork has begun, are generally non-refundable for the deposit. Fees for completed milestones remain payable.

Non-refundable items

• Fees for auditor days already delivered
• Third-party costs expressly approved by you (for example courier of files) once incurred
• Fixed-fee portions marked as completed in a milestone schedule

Work already started

Once sample design or file testing has started, fees reflect progress. We issue a progress statement showing completed stages. Unused future milestones may be cancelled with a partial credit only where the engagement letter allows.

Rescheduling

You may request one reschedule without penalty if notice is given at least 10 clear days before fieldwork and alternative dates within 60 days are agreed. Further reschedules may incur a rebooking fee of up to 10% of the engagement fee.

No-shows / access failures

If agreed access, population extracts, or vault coordination are not provided on scheduled fieldwork days, those days may be charged as delivered. We will attempt to rebook within a reasonable window.

How to request a refund

Email info@netopsplatform.digital with your engagement reference, reason, and payment details used. We confirm eligibility within 10 business days.

Processing time and method

Approved refunds are processed within 21 business days to the original payment method where possible, or by bank transfer to an account you nominate in writing.

Contact for refund requests

Netopsplatform · York House, 15 Queen’s Road Central, Central, Hong Kong · +852 2523 8000 · info@netopsplatform.digital