Refunds & Cancellations
These rules apply to deposits and fees for AML audit engagements booked with Innocloudapps.
Scope
This policy covers professional AML audit engagements described on this site (programme audits, CDD file testing, sanctions controls reviews, and remediation readiness reviews). It does not cover physical product sales, software licences, or subscription seats — we do not sell those.
Booking deposit
A 30% deposit is typically required to reserve fieldwork dates. The deposit is credited toward the total fixed fee stated in the engagement letter.
Full refund eligibility
You may receive a full refund of the deposit if you cancel in writing more than 14 days before the agreed fieldwork start date and we have not begun substantive document review.
Partial refund
Cancellations between 7 and 14 days before fieldwork start may receive a 50% refund of the deposit. Work already performed (scoping memos, population design, early document review) is charged at the hourly rates in the engagement letter and deducted from any refund.
Non-refundable situations
- Cancellations within 7 days of fieldwork start
- No-shows on agreed on-site days without at least 48 hours’ notice
- Deposits where we have already issued a draft findings pack for that engagement
- Fees for completed reports already delivered
Work already started
If fieldwork or detailed document review has begun, fees for time incurred are payable. Unused deposit balance after those fees may be refunded or applied to a rescheduled date by written agreement.
Rescheduling
One reschedule with at least 7 days’ notice is usually accepted without a fresh deposit, subject to team availability. Further reschedules may require a new deposit.
Purchased materials
If an engagement required third-party extracts or certified translations ordered at your request, those costs are non-refundable once ordered.
Refund process and timing
Email info@innocloudapps.digital with your engagement reference and reason. Approved refunds are processed within 14 business days to the original payment method where possible.
Method
Refunds are made by bank transfer to the account that paid the deposit, unless another method is required by law or mutually agreed.
Contact for refund requests
Innocloudapps — Gloucester Tower, 15 Queen’s Road Central, Central, Hong Kong — +852 2523 8000 — info@innocloudapps.digital.