Refund & cancellation policy

This policy covers fees for professional audit and assessment engagements offered by Infrastructure Web — including compliance readiness audits, payment controls assessments, AML programme reviews, and operational resilience walkthroughs. It does not cover retail products, subscriptions, or goods we do not sell.

Eligibility

Refunds apply only to fees paid under a signed engagement letter. Website estimate requests create no payment obligation.

Timeframe

Cancellation requests should be sent in writing to hello@infrastructure-web.digital as soon as practicable. We confirm receipt within two business days.

Full or partial refunds

If you cancel more than fourteen days before the agreed fieldwork start date and no substantial preparatory work has begun, we refund prepaid fees in full minus any non-refundable third-party booking costs disclosed in advance (for example, reserved meeting rooms).

If preparatory work has started — evidence review, interview scheduling, or draft workpapers — we refund the unused portion after deducting time already incurred at the rates in the engagement letter.

After fieldwork begins, fees for completed days and delivered draft sections are non-refundable. Unused future days may be credited toward a rescheduled window within six months if both parties agree.

Non-refundable items

• Completed fieldwork days and issued draft or final reports
• Travel already purchased with your written approval
• Deposits expressly marked non-refundable in the engagement letter when a date was reserved exclusively for your team

Refund process & timing

Approved refunds are processed to the original payment method within fourteen business days of written approval. Bank transfer refunds may take longer depending on your institution.

Cancellation & rescheduling

You may request to reschedule fieldwork once without penalty if notice arrives at least ten days before the start date and an alternative window exists within three months. Later changes may incur a rescheduling fee reflecting interviewer and travel disruption.

Deposits & no-shows

Engagements may require a deposit to hold workshop dates. Failure to attend scheduled interview days without twenty-four hours’ notice may forfeit the deposit for those days. We will still deliver work based on evidence already received where feasible.

Work already started & materials

Workpapers and draft findings prepared before cancellation remain our working papers; final reports are delivered only when fees for that stage are settled as agreed. We do not sell physical kits; any printed materials prepared specifically for your workshop are non-returnable once produced.

Exceptions

If we cancel an engagement for reasons within our control (other than force majeure), you receive a full refund of amounts paid for undelivered work, or you may elect to reschedule at no additional fee.

Contact for refund requests

7856 Leannon Place, 苗栗縣, 福建省, Taiwan · +886-6-020-2466 · hello@infrastructure-web.digital