Refund & cancellation policy

Scope

This policy applies to professional bank reconciliation audit engagements and related reviews booked with Software Framework. This site does not sell physical products or software subscriptions.

Refund eligibility

Deposits and fees may be refunded in full if we cancel an engagement before work begins, or if we cannot commence within the agreed start window for reasons attributable to Software Framework.

Timeframe to request a refund

Refund requests must be sent to hello@software-framework.digital within 14 days of the invoice or deposit payment date, or within 7 days of a cancellation event, whichever is later.

Full and partial refunds

Full refund: Available when no substantive matching or investigation work has started and no on-site day has been reserved against other clients.

Partial refund: If work has started, we refund fees minus time already spent at the agreed day rate, documented in a short status note.

Non-refundable items

• Completed diagnostic fees for prior-period difference investigations once the diagnostic memo is delivered
• On-site days that you cancel with less than 2 business days’ notice when travel or room time was reserved
• Third-party retrieval fees you authorised in writing (for example, paid archive retrieval)

Cancellation and rescheduling

You may reschedule an engagement once without fee if you give at least 5 business days’ notice. Later changes may incur a rescheduling charge of up to 15% of the engagement fee. Cancellations after matching has begun follow the partial refund rule above.

Deposits

Booking deposits secure calendar time. Deposits are credited to the final invoice. Unused deposit balances follow the refund rules in this policy.

No-shows and stalled packs

If an agreed kickoff is missed without notice, or if required statement packs are not provided within 10 business days of kickoff, we may close the engagement and retain the deposit to cover reserved time.

Work already started

Workbooks, exception lists, and draft findings produced before cancellation remain deliverable to you upon settlement of fees for time spent. We do not delete completed analysis solely because an engagement ends early, unless required by law or a separate confidentiality instruction.

Refund process and timing

Email hello@software-framework.digital with the engagement reference, payment date, and reason. Approved refunds are processed within 14 business days to the original payment method where possible.

Contact

Refund questions: hello@software-framework.digital, +886222641669, No.669-2,ChingYunRd.TuchengTaipei.