Engagement terms
Cancellation and refund policy
How deposits, cancellations and work already completed are handled.
Before work begins
Cancel in writing before examination starts to receive a full refund less unavoidable bank or payment-processing charges. A booked intake call may be moved once without charge when at least one business day’s notice is given.
After work begins
Once evidence mapping or audit work starts, time already completed is non-refundable. We calculate any partial refund from the accepted fee less completed hours, purchased specialist input and non-cancellable costs. Materials are rarely purchased; any such cost must have been approved in writing.
Deposits and no-shows
Deposits reserve review capacity and are applied to the final fee. If a client misses an intake or findings call without notice, one replacement may be booked subject to availability; repeated no-shows can incur the stated hourly consultation rate.
Client delay
If required documents are not supplied within 20 business days, we may close the engagement. Refunds then follow the work-completed calculation. A new deadline requires rescheduling and may require a revised scope.
Our cancellation
If we cannot deliver the accepted scope and no suitable reschedule is agreed, we refund fees for undelivered work. This does not apply where lawful completion is prevented by inaccurate, withheld or improperly obtained client information.
Requesting a refund
Email info@sourcepilotgrid.digital with the engagement reference and reason. We acknowledge requests within two business days and decide them within seven. Approved refunds return to the original payment method, normally within 10 business days after approval.
Exceptions
Statutory rights under South African law remain unaffected. No refund is based solely on an audit finding, adviser disagreement or a permit authority’s eventual decision.