Refund and rescheduling policy

Eligibility

Refund eligibility depends on whether fieldwork has started, whether a deposit reserved a calendar window, and whether cancellation stems from client request, studio postponement, or mutual agreement. Website form submissions that never become signed engagements are not charged and require no refund.

Timeframe

Requests must be sent in writing to hello@webserviceflow.digital within 14 days of the event giving rise to the request (for example, cancellation confirmation or delivery of a disputed deliverable stage).

Full refunds

A full refund of amounts paid is available if we cancel an engagement before fieldwork begins and cannot offer a mutually acceptable reschedule within 30 days. A full refund also applies if a deposit was taken and we fail to commence scoping within the window stated in the engagement letter for reasons attributable to the studio.

Partial refunds

If you cancel after the scoping workshop but before sampling begins, we may retain up to the deposit (typically 40%) to cover reserved time and refund any additional prepayments. If fieldwork has partially completed, fees for completed stages (intake review, interview days already held, draft sections delivered) are non-refundable; unused later stages may be refunded proportionally.

Non-refundable items

Completed findings memos, delivered diligence packs, examination binder structures already handed over, and third-party costs expressly approved by you (such as pre-booked meeting rooms) are non-refundable.

Deposits

Deposits reserve auditor calendar time. They become non-refundable once the reserved window begins, except where the studio cancels or where the engagement letter states otherwise.

Cancellation and rescheduling

Client-initiated rescheduling with at least 10 business days’ notice is usually accommodated once without additional fee. Shorter notice may incur a rescheduling charge reflecting re-booked interview slots. Repeated reschedules may require a revised quote.

No-shows

If scheduled interview participants do not attend without notice, that session is treated as delivered for billing purposes. We will offer one catch-up slot where calendars allow; additional catch-ups may be quoted separately.

Work already started

Once evidence intake or sampling has begun, cancellation ends further work promptly. You remain responsible for fees for work performed and for authorized expenses. Draft materials prepared to the cancellation date may be delivered in their then-current form at our discretion.

Purchased materials

If an engagement requires purchase of reference materials or certified translations approved by you in advance, those costs are pass-through and non-refundable once incurred.

Refund process and timing

Approved refunds are processed to the original payment method within 14 business days after written approval. Bank processing times may add several days depending on your institution.

Refund method

Refunds follow the method used for payment (bank transfer or other method stated on the invoice). We do not issue cash refunds for wire payments.

Exceptions

Mandatory legal requirements in Taiwan that grant additional rights remain unaffected. Engagement letters may set stricter or more specific commercial terms for a particular audit; those signed terms control if they conflict with this page.

Contact for refund requests

Email hello@webserviceflow.digital with your engagement reference, or write to 698 Gusikowski Well, 金門市, 福建省, Taiwan. Phone: +886-3-300-1489.