Refund, cancellation and rescheduling policy
How deposits, cancellations and work already performed are handled for documentation review engagements.
Last updated: 15 August 2026
Before work starts
You may cancel in writing before the scheduled review begins. A deposit is refunded in full if cancellation reaches us at least three business days before that date, less any disclosed third-party transfer charge. Later cancellation may incur an administration amount stated in the quotation.
Work already started
Once review work begins, completed time and committed, non-recoverable expenses are not refundable. If you end the engagement part-way through, we provide work completed to date where appropriate and refund any balance paid above the value of that work. No refund is available merely because findings do not support a preferred claim position or the claim later receives an unfavourable decision.
Rescheduling and missing records
One rescheduling request made at least two business days before commencement is normally accepted without charge, subject to reviewer availability. If agreed records are not supplied by the start date, we may move the booking. Repeated delay or a no-show for a scheduled handover call may attract the rescheduling fee stated in the engagement letter.
Changes and cancellation by us
Materially expanded scope, additional claim versions or newly supplied evidence is quoted before further work. If we cannot perform the agreed review, amounts paid for uncompleted work are refunded. Purchased external materials are charged only where the client approved them and they cannot be cancelled or reused.
Requesting a refund
Email info@resolver-routecore.digital within 10 business days of cancellation or the issue giving rise to the request. Include the engagement reference, reason and payment date, but not bank credentials. Approved refunds return to the original payment method within 10 business days; banking processing can take longer.
Statutory rights under South African consumer law remain unaffected. Exceptions required by law take priority over this policy.