Fair treatment when plans change
Cancellation and refund policy
Audit time is reserved around deadlines. This policy explains what can be refunded when work is cancelled, rescheduled or changes scope.
Before work begins
You may cancel within five business days after accepting the engagement for a full refund if audit work has not started and no review period has been specially reserved within that window. Tell us promptly by email and include the invoice number, not bank or identity information.
If you ask us to begin during the cancellation window, completed work is chargeable. Any balance for work not performed is refunded.
Deposits and reserved review periods
A deposit reserves reviewer capacity and is applied to the fee. If you cancel more than two business days before the agreed start, the deposit is refundable less any completed scope or preparation work. Within two business days, up to 25% of the quoted fee may be retained for reserved time that cannot reasonably be reallocated.
Purchased third-party records or specifically authorised external costs are non-refundable once incurred. We do not purchase materials without prior approval.
Partial work and changed scope
When an engagement stops after review has started, we provide usable work completed to that point and refund the unearned balance. Time is assessed against the written scope, records examined and deliverables prepared. If new records require expanded work, we pause and quote the change; declining the expansion does not forfeit work already paid for.
Rescheduling, late records and no-shows
A findings call may be rescheduled once without charge when at least one business day’s notice is given. Later changes or a no-show may incur a reasonable rebooking fee stated before the new appointment. Missing or incomplete records may move the turnaround window; they do not automatically create a refund if reviewer time has already been reserved or used.
When we cancel
If Sourcegridbase cannot perform the agreed service, you receive a full refund for unperformed work. If a conflict, scope limit or deadline makes responsible completion impossible after work starts, we explain the reason, deliver appropriate completed work and refund the unearned amount.
Outcome is not a refund condition
An authority’s approval, refusal, delay or interpretation is independent of our audit. A refund is not due solely because the application has an unfavourable outcome. A material failure to provide the agreed audit should be reported so we can correct the work or assess a fair refund.
Requesting a refund
Email info@sourcegridbase.digital within 14 days of the cancellation or disputed service. Include your name, invoice number, date and reason. Approved refunds are returned to the original payment method, normally within 7–10 business days after approval. Bank processing may add time.
This policy does not limit mandatory rights under South African consumer law.