Refund policy

This policy applies to paid access control audit engagements with Innovateapicom, based at East Point Centre, Wan Chai, Hong Kong. Website prices are informational only; this site does not take payments or deposits online.

Eligibility

Refunds apply only to fees paid under a written proposal or invoice for audit services we have not yet delivered, or that we cancel. Informal website enquiries create no payment obligation.

Timeframe

Refund requests should be sent in writing to hello@innovateapicom.digital within fourteen (14) days of the invoice payment date, or within seven (7) days of a cancellation notice from either party — whichever is earlier for the fees in question.

Full refunds

A full refund of prepaid fees is available if we cancel an engagement before kickoff, or if you cancel in writing before the agreed kickoff date and no preparatory work has begun (no workshops scheduled, no evidence packs received for review).

Partial refunds

If work has started — scoping workshops held, evidence sampled, or draft findings prepared — we may refund the unused portion of prepaid fees after deducting time already incurred at the rates in the proposal. Completed modules (for example a finished privileged access review within a multi-module programme) are non-refundable.

Non-refundable items

Fees for completed deliverables, third-party costs approved in writing (for example specialist venue hire for a workshop), and administrative charges stated as non-refundable in the proposal are not refunded.

Deposits

Where a proposal requires a deposit to reserve dates, the deposit is credited to the final invoice. Deposits become non-refundable once kickoff occurs or once we have declined other work to hold your dates after a written confirmation window stated in the proposal.

Cancellation and rescheduling

You may reschedule workshops with at least five (5) business days’ notice at no additional fee, subject to our availability in Hong Kong Time. Shorter notice may incur a rescheduling charge up to 20% of the affected workshop fee. Cancellation after kickoff is treated under partial refunds above.

No-shows

If your team fails to attend a confirmed workshop without timely notice, that session fee is charged and is not refundable. We will offer one alternative slot where calendars allow.

Work already started

Time spent reviewing evidence, drafting findings, or preparing access maps after kickoff is billable. Refunds cannot unwind completed analysis already delivered or shared in draft.

Purchased materials

We do not sell physical products. Any templates or evidence checklists produced under an engagement remain subject to the proposal’s licence terms and are not separately refundable once delivered.

Refund process and method

Email hello@innovateapicom.digital with your invoice number, engagement name, and reason. Approved refunds are returned to the original payment method within fourteen (14) business days of approval, or by bank transfer to an account you nominate if the original method is unavailable.

Exceptions

If a proposal states different refund terms for a specific engagement, those terms prevail for that engagement. Statutory rights under Hong Kong law that cannot be excluded remain available.

Contact

Refund requests: hello@innovateapicom.digital · +852 2833 6868 · East Point Centre, Wan Chai, Hong Kong