Refund and cancellation policy
This policy applies to deposits and fees for audit and review engagements described on this site — not to physical goods or software subscriptions we do not sell.
Eligibility overview
Refunds depend on how far an engagement has progressed and whether dates were reserved. Formal terms in your engagement letter prevail if they differ from this summary.
Deposit
A deposit secures fieldwork dates and preparation time. Deposits are refundable in full if you cancel in writing at least fourteen (14) days before the agreed start date and we have not begun substantive extract review.
Full refund
You may receive a full refund of amounts paid if we cancel the engagement for reasons within our control and no suitable alternative dates are offered, or if a deposit meets the fourteen-day rule above and no billable work has started.
Partial refund
If you cancel between thirteen and five days before the start date, we may retain up to fifty percent of the deposit to cover scheduling and preparatory review already performed. After fieldwork begins, fees for completed stages (briefing, sample planning, fieldwork days delivered, draft findings) remain payable; unused future stages may be refunded proportionally.
Non-refundable items
- Scoping session fees already delivered (unless credited to an engagement that proceeds)
- Third-party costs expressly approved by you (for example specialised translation of ledger extracts)
- Work completed and delivered, including draft or final findings letters
Rescheduling
You may request one reschedule without penalty if notice is given at least ten days before the start date and alternative dates within sixty days are mutually available. Later reschedules may be treated as cancellations under the partial refund rules.
No-shows and access failures
If your team fails to provide agreed extracts or on-site access after fieldwork has started, time held by our reviewers remains chargeable. We will document the blockage and discuss a revised plan rather than invent progress.
Work already started
Once sampling or interviews begin, that stage is considered started. Refunds thereafter are limited to undelivered later stages.
Process and timing
Email refund or cancellation requests to info@intelligent-infrastructure.digital with your engagement reference. We confirm receipt within two business days and process approved refunds within fourteen business days to the original payment method where possible.
Method
Refunds are issued to the original payer via bank transfer or the original card rail used for the deposit. Currency matches the engagement invoice unless otherwise agreed.
Contact for refund requests
Intelligent Infrastructure
Level 6, 92 Silom Road, Bang Rak, Bangkok 10500
Phone: +66 2 555 6370
Email: info@intelligent-infrastructure.digital