Refund Policy
Last updated: 29 July 2026
This policy applies to paid remediation program audit and advisory engagements with Innovation Cloud (program audits, gap closure verification, prioritization reviews, owner and timeline assurance, regulatory response pack reviews, and remediation health retainers). It does not cover physical products, software licenses, or payment processing—we do not sell those through this Site.
Eligibility
Refunds are considered only for fees paid directly to Innovation Cloud under a written statement of work or invoice. Informational prices on this website are not invoices and cannot be refunded.
Timeframe to request
Refund requests must be sent in writing to hello@innovation-cloud.digital within fourteen (14) days of the event giving rise to the request (for example, cancellation notice or delivery dispute), unless your statement of work sets a different window.
Full refunds
A full refund of prepaid fees is available if you cancel in writing before any kickoff meeting and before we have begun substantive work (register inventory, sample design, walkthrough prep, or evidence review). Discovery calls used to scope work are complimentary and are not billed, so they are not refundable items.
Partial refunds
If work has started, we may issue a partial refund equal to prepaid fees minus fees for work already performed, documented at the daily or milestone rate in your agreement. Completed milestones—such as delivered verification matrices, program health scores, or facilitated briefings—are generally non-refundable.
Non-refundable items
- Completed audit deliverables, workshops already facilitated, and finalized response packs.
- Third-party costs we prepaid on your written instruction (for example, approved specialist hours), passed through at cost.
- Retainer months already commenced, except where we cancel for our own convenience.
Deposits
Engagements may require a deposit to reserve start dates. Deposits are credited toward the final invoice. Deposits become non-refundable once substantive work begins, subject to the partial-refund calculation above.
Cancellation
You may cancel by email. If you cancel after kickoff, fees for work performed remain due. We may cancel if required system access, finding registers, or sample data are not provided within a reasonable period; in that case, prepaid unused fees are refunded after deducting work already done.
Rescheduling
Walkthroughs and briefing sessions may be rescheduled once without fee if you give at least five (5) business days’ notice. Later changes may incur a rescheduling fee of up to 20% of the session fee to cover preparation already completed.
No-shows
If your team misses a scheduled walkthrough or briefing without timely notice, that session is treated as delivered for billing purposes. We will offer one makeup slot subject to availability within thirty days.
Work already started
Once we have accessed agreed systems, begun finding sampling, or prepared walkthrough materials, refunds are limited to unused portions as described under partial refunds.
Purchased materials
We do not sell standalone digital products or physical materials through this Site. Any templates included in an engagement are licensed for your internal use and are not separately refundable once delivered.
Refund process and timing
Email hello@innovation-cloud.digital with your invoice number, engagement name, and reason. We confirm eligibility within five business days. Approved refunds are returned via the original payment method within ten to fifteen business days after approval, depending on your bank or provider.
Refund method
Refunds are issued to the original payer using the same rail when possible (bank transfer or card). We do not offer store credit in lieu of refunds unless you request it in writing.
Exceptions
If a statement of work expressly overrides this policy, that agreement controls. Mandatory rights under Hong Kong law, where applicable, remain unaffected.
Contact for refund requests
Innovation Cloud · Winfield Coml Bldg, Tsim Sha Tsui, Hong Kong · +852 2366 2725 · hello@innovation-cloud.digital