Refund policy

This policy applies to professional settlement process audits and related advisory engagements sold by Innovation Api under a written statement of work. It does not apply to products, subscriptions, or physical goods — we do not sell those. No payment is taken on this website; refunds concern invoices paid offline.

Eligibility

Refund requests are considered when you cancel or reschedule an engagement according to the timelines below, or when we are unable to deliver the scoped work for reasons within our control. Requests must be sent in writing to hello@innovation-api.digital with your company name, invoice number, and engagement title.

Timeframe to request

Submit refund or cancellation notices as soon as you know you cannot proceed. For full-fee reconsideration before fieldwork, notify us at least ten (10) business days before the agreed kickoff date. Requests after fieldwork has started are assessed as partial refunds only.

Full refund

A full refund of fees paid is available when:

• You cancel in writing ten or more business days before kickoff and no preparatory work has been billed as non-refundable in the statement of work; or
• We cancel the engagement before kickoff and cannot offer a mutually acceptable new date within thirty (30) days.

Partial refund

If you cancel fewer than ten business days before kickoff, or after scoping and data-room preparation have begun, we may retain a portion of fees covering work already performed (scoping calls, data-room setup, sample planning) and refund the remainder. Once sampling or file review has started, fees for completed weeks or milestones are non-refundable; unused future milestones may be refunded proportionally.

Non-refundable items

• Completed audit weeks or milestones already delivered.
• Walkthrough sessions already held.
• Sponsor assurance briefs already delivered in draft or final form.
• Third-party costs expressly approved by you in writing (for example specialised data-room tooling), once incurred.
• Deposits labelled non-refundable in your statement of work after preparatory work has started.

Refund process

1. Email hello@innovation-api.digital with invoice details and reason.
2. We confirm receipt within three business days and may ask for clarification.
3. We notify you of the approved refund amount and method within ten business days of a complete request.

Processing time and method

Approved refunds are returned by the original payment method where possible (typically bank transfer) within fourteen (14) business days after approval. Currency matches the invoice unless we agree otherwise in writing.

Cancellation and rescheduling

You may reschedule kickoff once at no charge if you give at least five business days’ notice and the new date falls within sixty days of the original. Additional reschedules may incur a rescheduling fee stated in your agreement. Cancellations follow the full/partial rules above.

Deposits

Where a deposit secures a start date, it is credited toward the engagement fee. Deposits become non-refundable once we have begun paid preparatory work listed in the statement of work, unless we cancel.

No-shows

If your team fails to attend a scheduled kickoff or walkthrough without twenty-four hours’ notice, that session may be marked delivered for fee purposes. We will offer one rebooking subject to calendar availability.

Work already started

Once we have accessed your data room or begun sampling clearing cycles, fees for work performed are due. You remain entitled to deliverables completed to date (for example partial maps or break notes already shared).

Purchased materials

We do not sell physical materials or retail kits. Any templates or worksheets produced for your engagement are covered by the statement of work’s licence terms and are not separately refundable once delivered.

Exceptions

Statutory rights under Hong Kong law that cannot be waived remain available. If a force majeure event prevents either party from performing, we will discuss pause, reschedule, or proportional refund of unused fees in good faith.

Contact for refund requests

Innovation Api · Chevalier Hse, Tsim Sha Tsui, Hong Kong · hello@innovation-api.digital · +852 3170 5674 · Mon–Fri 09:00–18:00 HKT