Cancellation and refund policy

Before review work begins

A client may cancel in writing before the agreed start date. We refund amounts paid, less reasonable third-party costs specifically approved for that engagement. Send the request to info@adapter-servicehub.digital with the quote reference. Approved refunds are processed to the original payment method within 10 business days.

Deposits and reserved time

The standard 40% deposit reserves reviewer capacity and covers onboarding and the initial evidence check. If cancellation occurs fewer than two business days before the start, up to 20% of the quoted total may be retained for reserved time and completed preparation. The balance of an unused deposit is refunded.

Once work has started

If a review has begun, the client may stop it at any time. We provide work completed where professionally suitable and refund prepaid fees above the value of time already worked and approved external costs. Work already performed is non-refundable. If the completed value equals or exceeds payments received, any outstanding agreed fee remains due.

A full refund applies where we cancel and cannot offer a suitable replacement date, except for properly completed work the client chooses to retain. A partial refund or fee credit may be offered where we cannot complete part of the agreed scope.

Incomplete records, no-shows and rescheduling

Delivery dates depend on a complete evidence pack. Missing records pause the timetable and do not create automatic refund eligibility. A close-out meeting may be rescheduled once without charge with at least one business day’s notice. Later changes or no-shows may incur reasonable additional time stated before rebooking.

Urgent work and purchased items

An expressly agreed urgent-capacity charge becomes non-refundable once the reserved period begins. Adapter Servicehub does not ordinarily purchase physical materials for reviews; any exceptional third-party report or specialist input is charged only with prior approval and is non-refundable once commissioned.

Exceptions and disputes

Nothing in this policy limits rights under applicable South African consumer law. Illness, bereavement and similar exceptional circumstances are considered fairly on evidence and may justify rescheduling or a greater refund. If you dispute quality, write within 10 business days of delivery, identify the affected finding and allow us a reasonable opportunity to review or correct it.

Refund requests should be sent to info@adapter-servicehub.digital.