Refund policy

This policy applies to professional API security audit and related advisory engagements with Cloudservify. It does not cover physical products, software subscriptions, or online checkout — we do not sell those on this site.

How fees work

Fees are agreed in a written proposal or statement of work. Listed prices on the website are informational guides only. Payment schedules (for example deposit and completion invoice) are stated in that agreement.

Eligibility for refunds

Refunds are considered only for fees actually paid to Cloudservify under an accepted engagement letter. Informal enquiries and unanswered proposals create no payment obligation and no refund scenario.

Timeframe

Refund requests must be made in writing within 14 days of the event giving rise to the request (for example cancellation confirmation or delivery of a deliverable you dispute), unless a longer period is required by Hong Kong law or your engagement letter.

Full refund

A full refund of amounts paid may apply if we cancel the engagement before kick-off for reasons within our control, or if we fail to commence work within the start window stated in the proposal after you have met agreed access prerequisites.

Partial refund

If you cancel after kick-off, or if scope is reduced by mutual written agreement, we may refund unused portions of prepaid fees after deducting time already spent, non-recoverable third-party costs, and any minimum engagement fee stated in the proposal. Work already performed is charged at the agreed rates.

Non-refundable items

• Completed audit modules and delivered reports
• Time spent on discovery, interviews, and testing already performed
• Deposits marked as non-refundable in the engagement letter once kick-off has occurred
• Third-party costs we have irrevocably incurred on your written instruction

Cancellation

Either party may cancel according to the notice period in the engagement letter. If none is stated, five business days’ written notice applies before kick-off; after kick-off, cancellation is treated as a partial-refund / fees-earned situation under this policy.

Rescheduling

You may request to reschedule start dates once without penalty if notice is given at least five business days before the agreed kick-off. Further or late rescheduling may incur a rescheduling fee or forfeiture of a portion of the deposit as stated in the proposal.

Deposits

Engagements typically require a deposit to reserve team capacity. Deposits are credited toward the total fee. After kick-off, deposits are applied to work performed and are refundable only to the extent unused under the partial-refund rules above.

No-shows and access delays

If scheduled workshops, interviews, or environment access do not occur because your team is unavailable without timely notice, that time may be charged and is not refundable. Delays caused solely by Cloudservify are not charged to you.

Work already started

Once we have begun document review, interviews, or technical testing, fees for that work are earned. Refunds cannot unwind completed analysis.

Purchased materials

If an engagement requires licensed tools or materials purchased specifically for your project with your prior written approval, those costs are non-refundable once purchased.

Refund process and method

Email audits@cloudservify.digital with your engagement reference, payment date, and reason. We confirm eligibility within ten business days. Approved refunds are returned via the original payment method within 14 business days of approval, or by bank transfer if the original method is unavailable.

Exceptions

Statutory rights under Hong Kong law that cannot be waived remain available. Engagement letters may include stricter or more specific commercial terms; where they conflict with this page on a signed matter, the engagement letter controls.

Contact

Refund and cancellation requests: audits@cloudservify.digital, +852 2896 0242, Cheung Tat Centre, Chai Wan, Hong Kong.