Effective 15 August 2026
Before work starts
A client may cancel in writing before documentary review begins. We refund prepaid fees less any agreed scoping work already completed and unavoidable third-party costs disclosed in advance. Approved refunds are returned to the original payment method within 10 business days.
After review has started
Once records have been opened, indexed or examined, that completed time is non-refundable. If a client cancels partway through, we provide work completed where appropriate and refund any prepaid balance above fees and committed costs earned to the cancellation date. A deposit is not automatically forfeited; it is applied to work and costs actually incurred.
Rescheduling and delayed files
You may request one schedule change without an administration charge if we receive notice at least two business days before the agreed start. A missed handover, incomplete file or late access credential may move the delivery date. If delay exceeds 20 business days, we may close the engagement and account for work performed.
Accelerated work and purchased materials
An accepted rush allocation may be non-refundable once reserved if turning away other work caused a demonstrable loss, subject to applicable law. External verification fees or specialist materials purchased with approval are refundable only if the provider refunds them.
Quality concerns
Tell us within 10 business days of delivery if the work materially differs from the accepted scope. We first review the concern and, where reasonable, correct or complete the report without charge. A full or partial refund may be offered when the agreed service cannot be supplied or a material defect cannot be remedied.
A supplier’s rejection, an unfavourable finding or disagreement with a clearly stated professional conclusion does not by itself create refund eligibility. We do not guarantee onboarding approval.
Client calls and no-shows
Included close-out calls may be moved with one business day’s notice. A missed call without notice may be treated as used, although we will provide written responses to focused questions where reasonable.
How to request a refund
Email info@buildlogicgrid.digital with the engagement reference, reason and relevant dates. We acknowledge requests within two business days and state the decision and calculation in writing. Statutory rights under South African consumer law remain unaffected.