Refund and cancellation policy

Last updated: 29 July 2026

This policy applies to professional engagements with Cloudapi Pro (expense policy compliance audits, policy gap reviews, and reimbursement sample testing). It does not cover physical goods, software licences, or subscription products — we do not sell those.

Refund eligibility

Fees already earned for completed work stages are not refundable. Prepaid amounts for work not yet started may be refundable as set out below. Indicative website prices are not invoices; only amounts on a signed scope letter and issued invoice are in scope.

Timeframe to request a refund

Write to info@cloudapi-pro.digital within 14 days of the event giving rise to the request (for example, cancellation before kick-off, or a billing dispute after an invoice). Include the engagement reference and invoice number.

Full refunds

A full refund of amounts paid is available if:

• You cancel in writing before the kick-off meeting and before we have received claim files or begun testing; and
• No custom sample design work has been delivered.

Partial refunds

If you cancel after kick-off but before delivery of the final exception schedule, we invoice for time incurred at the day rates in the scope letter (or a reasonable proportion of the fixed fee) and refund any unused prepaid balance. Draft findings already issued count as incurred work.

Non-refundable items

• Completed final deliverables (exception schedules, gap matrices, close-out memos)
• Third-party costs expressly approved by you (for example, courier of physical records)
• Fees for engagements completed and accepted (acceptance is deemed five business days after delivery unless you raise a written objection)

Refund process and timing

Approved refunds are processed within 14 business days of written approval. Refunds are returned to the original payment method where possible, or by bank transfer to the contracting entity.

Cancellations and rescheduling

Either party may cancel by written notice under the scope letter. Rescheduling the kick-off or debrief once, with at least five business days’ notice, is usually accommodated without extra fee. Repeated rescheduling or delays caused by missing claim access may extend timelines and increase fees under the day-rate clause.

Deposits

Where a commencement deposit (typically 50%) is required, it secures our scheduling. The deposit is applied to the final invoice. It is refundable only under the full-refund conditions above.

No-shows and delayed access

If scheduled on-site time is missed without 48 hours’ notice, or claim access is not provided within the period in the scope letter, we may charge for reserved days and pause the engagement until access is restored.

Work already started

Once testing or document review has begun, fees reflect progress. We will provide a status summary on request so you can decide whether to continue or cancel under the partial-refund rules.

Contact for refund requests

Email info@cloudapi-pro.digital or call +852 2842 8800. Postal address: One International Finance Centre, 1 Harbour View Street, Central, Hong Kong.