Refund and cancellation policy

Eligibility

Refunds apply only to fees paid for a scoped engagement under a signed scope note. Website form submissions and unpaid estimates create no refund entitlement.

Timeframe

Cancellation requests must be sent in writing to hello@connectivitycloud.digital. The applicable refund depends on how close the request is to the agreed fieldwork start date and how much work has already begun.

Full and partial refunds

If you cancel more than fourteen days before the fieldwork start date and we have not begun evidence review, we refund one hundred percent of fees paid minus any non-refundable deposit stated in the scope note. Cancellations between fourteen and seven days before start receive a fifty percent refund of the remaining engagement fee after deposit. Cancellations within seven days of start, or after fieldwork has begun, are not eligible for a fee refund except where Connectivity Cloud cancels for its own reasons.

Non-refundable items

Agreed deposits securing calendar holds, third-party room hire booked at your request, and bilingual certification fees already incurred are non-refundable once spent or committed, as itemised in the scope note.

Work already started

Once sampling or walkthroughs have started, fees for completed stages remain payable. We will issue a partial invoice credit only for stages not yet begun, at our discretion and documented in writing.

Rescheduling

You may request one reschedule of fieldwork dates without fee if notice is given at least seven days before the original start and the new dates fall within sixty days. Further reschedules may incur a calendar-hold fee of ten percent of the engagement fee.

No-shows

If your liaison or key interviewees fail to attend agreed walkthroughs without twenty-four hours’ notice, that day is treated as delivered for fee purposes. We will attempt one makeup slot within the original engagement window.

Refund process and method

Approved refunds are processed within fourteen business days to the original payment method. Bank transfer fees charged by your bank are not reimbursed. You will receive written confirmation of the amount and reference.

Purchased materials

Printed evidence binders or courier costs already incurred at your request are not refundable once ordered.

Exceptions

If Connectivity Cloud cannot deliver the scoped engagement for reasons within our control, you may choose a full refund of fees paid for undelivered stages or a revised timetable at no extra charge.

Contact for refund requests

Email hello@connectivitycloud.digital or call +886-8-538-8417 with your scope note reference and reason for the request.