Cancellation and refund policy

Before work starts

A client may cancel in writing before the agreed commencement. A commencement deposit is refunded in full if no review work has begun and no non-cancellable third-party cost has been incurred. Approved refunds should be requested at info@systemresolverbase.digital within 10 business days of cancellation.

After work starts

Once analysis has begun, fees for completed time and committed external costs are non-refundable. Any unused balance of a deposit is refundable. If a fixed-fee mandate is cancelled partway, we provide a reasonable calculation of completed work and refund the remainder rather than automatically retaining the full fee.

Rescheduling and delayed information

A scope call or findings call may be moved without charge with at least one business day’s notice. A no-show or late cancellation may be charged for reserved professional time where stated in the engagement letter. If required records are delayed, we will agree a revised delivery date; repeated delay may lead us to close the mandate and account for work completed.

Changed or unsuitable mandates

If the borrower, asset, supplier or scope changes materially, we may pause and issue a revised quote. The client can decline it and receive any refundable unused balance. If we identify a conflict, lack the required expertise or cannot responsibly complete the review, we will stop, explain the position and refund fees for work not performed.

Processing a refund

Send the engagement reference, payer name, reason and payment date to info@systemresolverbase.digital. Approved refunds are returned to the original payment method, normally within 10 business days; bank processing may take longer. Cash alternatives and refunds to unrelated third parties are not offered.

Statutory rights under South African law are not limited by this policy. The engagement letter prevails where it gives the client more favourable terms.