Refunds and cancellations

These terms apply to paid audit and review engagements with Riverbank Fintech Review. They do not cover physical goods, software licences, or subscription products—we do not sell those. Where an engagement letter states different commercial terms, the engagement letter controls.

Eligibility

Refunds relate to deposits and fees paid for scheduled engagements such as Regulatory Readiness Audits, Partner Diligence Reviews, Controls Health Checks, and Remediation Walkthrough sessions.

Timeframe to request

Cancellation or refund requests should be sent in writing to hello@infrawebconnect.digital as soon as you know a change is needed, and no later than the notice periods below.

Full and partial refunds

• More than 14 days before fieldwork start: deposit refunded in full, less any non-recoverable third-party costs we have already paid with your approval (for example, booked travel).
• 7–14 days before fieldwork start: 50% of the deposit is refundable; the remainder covers reserved reviewer time.
• Fewer than 7 days before fieldwork start: deposit is non-refundable. Progress fees for work already performed (intake review, sample selection) remain payable.

Non-refundable items

Completed deliverables (issued readiness briefs, diligence memos, health-check scorecards) are non-refundable once delivered. Session days already held for Remediation Walkthroughs are non-refundable. Pre-approved travel and lodging booked for on-site work are billed at cost and are non-refundable once incurred.

Work already started

If document intake or fieldwork has begun, we invoice for time and materials at the rates in the engagement letter, capped at the agreed fee. Any unused deposit balance after that invoice may be refunded.

Cancellation and rescheduling

You may request one reschedule without fee if notice is given at least 10 days before the original start date and the new date falls within 60 days. Further reschedules may incur a scheduling fee of NT$15,000. If we must cancel for reasons within our control, you may choose a full deposit refund or a priority rebooking.

Deposits and no-shows

A 30% deposit typically reserves the team. If client participants miss scheduled interview blocks without 24 hours’ notice and the day cannot be reused, that day may be treated as delivered for fee purposes.

Purchased materials

We do not sell training kits or physical materials as a product line. Any printing or secure courier costs authorised in writing are pass-through expenses and are non-refundable once spent.

Refund process and timing

Approved refunds are processed to the original payment method within 14 business days of written approval. Bank transfer refunds may take longer depending on your institution. We will confirm the amount and reference by email.

How to contact us

Refund and cancellation requests: hello@infrawebconnect.digital · +886-9-632-4299 · 552 W 4th Street, 基隆縣, 福建省, Taiwan. Include your organisation name, engagement type, and scheduled start date.