Refund and cancellation policy

1. Eligibility overview

Refunds depend on engagement type and how much work has already been delivered. Requests should be emailed to hello@clouddex.digital with your invoice number and reason.

2. Fixed projects

• Full refund — available if you cancel in writing before we begin discovery or kickoff, and within fourteen (14) days of paying a deposit, whichever is earlier.
• Partial refund — if work has started, we refund the unused portion after deducting time already incurred, documented in a short statement of hours and activities.
• Non-refundable — completed deliverables (final findings memo, reconciled register extract, depreciation adjustment schedule, or accountant walkthrough already held); deposits where kickoff and desktop reconciliation have begun and you cancel for convenience.

3. Deposits

Project deposits secure scheduling and cover early register review. Deposits become non-refundable once kickoff materials are shared or desktop reconciliation has begun, except where we cancel the engagement.

4. Rescheduling

Site visits and delivery calls may be rescheduled once at no charge with at least forty-eight (48) hours’ notice. Shorter notice may forfeit that session without refund of the related project fee portion. Travel already booked for a confirmed site visit may be charged at cost if cancelled late.

5. No-shows

If your nominated plant contact is unavailable for an agreed floor verification without notice, we will offer one alternative slot within fourteen days. A second no-show does not extend the engagement or create a refund right for that visit.

6. Work already started

Once register sampling, invoice testing, or floor verification has begun, fees reflect work performed. We do not refund for disagreement with accounting judgements made by your external accountant, only for failure to deliver the agreed audit work product.

7. Purchased materials

Any third-party data extracts or courier costs purchased specifically for your engagement and itemised in the scope are non-refundable after purchase. Our templates and working papers are not sold to you separately.

8. Processing time and method

Approved refunds are processed within fourteen (14) business days to the original payment method where possible, or by bank transfer in AUD. You will receive email confirmation when the refund is initiated.

9. How to request a refund or cancel

Email hello@clouddex.digital or write to 49 Boland Drive, South Ballina, New South Wales 2478, Australia. Phone: +61 (02) 6704 9784. Include your name, company, invoice reference, and whether you are cancelling a future visit or requesting a project refund.

10. Exceptions

If we cancel an engagement for reasons other than your breach of terms, you receive a full refund of amounts paid for undelivered work. Statutory rights that cannot be excluded under Australian Consumer Law remain unaffected.