Refund & cancellation policy
How deposits, cancellations, and refunds work for Aiauto Cloud professional engagements.
This policy applies to professional engagements with Aiauto Cloud (internal control reviews, year-end preparation support, access & segregation reviews, and remediation follow-up testing). It does not cover physical merchandise or software subscriptions — we do not sell those.
Eligibility overview
Refunds depend on whether fieldwork has started, whether a deposit was paid, and whether cancellation follows the notice rules in your engagement letter. Fee orientation on the Fees page is not itself a contract.
Deposit
Most engagements require a deposit before fieldwork. The deposit secures scheduling of review staff and is applied against the final fee. Deposit percentage and due date appear in the engagement letter.
Cancellation by you
- More than 10 business days before the agreed fieldwork start: deposit refundable minus an administrative charge of up to 10% of the deposit (or HK$3,000, whichever is lower) to cover proposal and scheduling costs already incurred
- Within 10 business days of fieldwork start: deposit is non-refundable; work already performed (scoping beyond the free indication, document setup) may be billed at the agreed day rate
- After fieldwork has started: fees for time and expenses incurred are due; unused remaining fee may be refunded on a proportional basis only if we agree in writing that the engagement is terminated early
Cancellation by us
If we must cancel for reasons within our control (for example sudden inability to staff the engagement), we refund amounts paid for undelivered work in full. We will help transition timing where possible.
Rescheduling
One reschedule with at least 5 business days’ notice is ordinarily accepted without penalty, subject to team availability. Later or repeated reschedules may incur a rescheduling fee stated in the letter or a new deposit if the original window cannot be reused.
No-shows and delayed access
If agreed interviews or on-site days are missed without notice, or if agreed document access is not provided within the fieldwork window, we may charge for reserved days and extend timelines. Repeated blockage may lead to termination with fees due for work performed.
Work already started
Time spent on walkthroughs, testing, and draft findings is billable. Deliverables partially complete at termination remain subject to confidentiality; unfinished drafts are not a substitute for a final findings register unless we expressly agree.
Non-refundable items
- Administrative charges described above
- Third-party costs already committed with your written approval (for example specialised extracts)
- Completed follow-up testing packs already delivered
Refund process & timing
Email info@aiauto-cloud.digital with your engagement reference and reason. We confirm eligibility within 10 business days. Approved refunds are returned via the original payment method within 21 business days of approval, unless a different method is required by the paying bank.
Partial refunds
Where only part of a multi-phase engagement is cancelled, we calculate fees for completed phases and refund the unused balance according to the letter.
Contact for refund requests
Aiauto Cloud
Two International Finance Centre, 8 Finance Street, Central, Hong Kong
Phone: +852 2295 3308
Email: info@aiauto-cloud.digital