Refunds & cancellations
Refund eligibility for manufacturing variance audit deposits, cancellations, rescheduling, and work already started.
This policy applies to deposits and fees for manufacturing variance audit engagements with Smartappsolution. It does not cover products we do not sell (physical goods, software licences, or subscriptions).
Eligibility overview
Refunds depend on when you cancel relative to confirmed fieldwork dates and how much work has already begun. The engagement letter controls if it states different commercial terms.
Deposit
A 30% deposit typically reserves fieldwork dates. Deposits are refundable in full if you cancel in writing more than 14 days before the first confirmed fieldwork day and we have not started desk review.
Full refund
You receive a full refund of sums paid when:
- We cancel the engagement for reasons within our control and no replacement dates are mutually agreed
- You cancel more than 14 days before fieldwork and no billable work has started
Partial refund
If you cancel between 7 and 14 days before fieldwork, we retain 50% of the deposit for scheduling costs and refund the remainder of sums paid for work not performed.
If desk review has started but fieldwork has not, we invoice time spent at the day rates in the engagement letter and refund any unused balance of prepaid fees.
Non-refundable items
- Fees for work already delivered (draft or final reports issued)
- Third-party costs we incurred with your written approval (for example specialised courier of documents)
- Engagements cancelled with fewer than 7 days’ notice before fieldwork, except where we caused the cancellation
Work already started
Once fieldwork or substantive desk sampling has begun, fees for completed stages are due. Unused future stages may be cancelled with a partial refund of prepaid amounts after deducting completed work.
Rescheduling
You may reschedule once without penalty if you give at least 10 days’ notice and alternative dates within 60 days are agreed. Further reschedules may incur a rescheduling fee stated in the engagement letter.
No-shows
If plant access is not provided on a confirmed fieldwork day without 48 hours’ notice, that day may be charged and is non-refundable.
Purchased materials
We rarely purchase materials for audits. If you approve a purchase in writing (for example reference samples), those costs are non-refundable once ordered.
Refund process
Email info@smartappsolution.digital with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned to the original payment method within 14 business days where the payment provider allows.
Method
Refunds are issued in Hong Kong dollars to the original payer unless otherwise agreed in writing.
Contact for refund requests
Smartappsolution · Millennium City 3, 370 Kwun Tong Road, Kwun Tong · +852 3149 0000 · info@smartappsolution.digital