Refund and cancellation policy

Last updated: 28 July 2026

Scope

This policy covers deposits and fees for professional audit engagements offered by Cloud Connectivity — including regulatory readiness audits, AML control testing, payment institution reviews, investor diligence support, and remediation follow-up visits. It does not cover products we do not sell, such as software licences or physical goods.

Deposits

A deposit of 30% of the agreed fee typically secures your fieldwork window. The deposit is credited toward the final invoice. Deposits become non-refundable once fieldwork has started (kickoff completed or document testing begun), except where we cancel the engagement.

Eligibility for refund

Full refund of amounts paid is available if we cancel before kickoff for reasons within our control. If you cancel more than 14 days before the agreed kickoff date, we refund fees paid minus an administrative charge of NT$15,000 or 10% of the deposit, whichever is lower. Cancellations within 14 days of kickoff forfeit the deposit; remaining prepaid fees for work not yet started are returned.

Partial refunds

If an engagement is terminated after fieldwork begins, fees are due for work completed (days incurred, draft sections delivered, interviews held). Any unused prepaid balance beyond that work is refunded within 21 business days.

Non-refundable items

Third-party translation fees already incurred, courier costs for physical workpapers, and booked travel for confirmed on-site days outside Greater Taipei are non-refundable once purchased with your approval.

Rescheduling and no-shows

You may reschedule a kickoff once without charge if you give at least seven days’ notice. Later reschedules may incur a NT$12,000 calendar fee. If key client contacts miss scheduled interview blocks without notice, those hours remain billable.

Work already started

Draft findings, sample logs, and interview notes prepared before cancellation remain billable. We can deliver a status pack of work completed to date upon settlement of outstanding fees.

Refund method and timing

Approved refunds are returned by the original payment method where possible, or by bank transfer to an account you nominate. Processing typically takes 10–21 business days after approval.

How to request a refund

Email hello@cloudconnectivity.digital with your engagement reference, reason, and preferred refund method. You may also call +886-2-483-6910. We confirm receipt within two business days.

Exceptions

Statutory rights that cannot be waived under Taiwan law remain available. Engagement letters may specify additional terms for multi-phase retainers; where they conflict with this page on a signed matter, the engagement letter prevails for that matter.