Refund and cancellation policy

Eligibility

Refunds apply to fees and deposits paid to SoftEng Lab for scoped professional engagements. Website browsing is free and has no refundable charge.

Timeframe

Refund requests should be sent to hello@softenglab.digital within 14 days of the event giving rise to the request (cancellation, material scope change, or billing error).

Full refund

A full refund of prepaid fees is available if SoftEng Lab cancels an engagement for reasons within our control before substantive review work begins, or if a deposit was taken and we cannot offer a mutually acceptable reschedule within 30 days.

Partial refund

If work has started — for example, evidence intake completed and classification underway — a partial refund may apply equal to prepaid fees minus fees for time already spent, documented at the rates in your engagement note.

Non-refundable items

Completed deliverables (issued final memos), completed half-day walkthrough sessions, and third-party costs expressly approved by you (such as certified translations you requested) are non-refundable.

Deposits

Larger fraud flag batches may require a deposit to reserve senior auditor time. Deposits are credited toward the final fee. Unused deposits follow the full or partial rules above depending on whether classification has begun.

Cancellation and rescheduling

You may cancel or reschedule an intake call or walkthrough by email with at least 48 hours’ notice at no charge. Notice under 48 hours may forfeit up to 50% of the session fee for a booked walkthrough if we cannot fill the slot.

No-shows

If your team does not attend a confirmed on-site or remote walkthrough without notice, the session fee is due in full. We will offer one courtesy reschedule at our discretion for documented emergencies.

Work already started

Once SoftEng Lab has begun classifying flags against your evidence pack, cancellation converts to a partial refund calculation based on hours logged. Draft memos already shared remain subject to our intellectual property terms.

Purchased materials

SoftEng Lab does not sell physical goods. If an engagement requires purchase of reference materials at your written request, those costs are non-refundable once ordered.

Refund method and processing time

Approved refunds return to the original payment method within 10–15 business days after approval. Bank processing times may add a few days.

How to request a refund

Email hello@softenglab.digital or call +886226921025 with your engagement reference, the reason for the request, and the payment date. We confirm receipt within two business days.

Exceptions

Statutory rights under Taiwanese consumer or commercial law that cannot be waived remain available. Engagement letters may set stricter timelines for time-critical pre-audit cleanup; where they conflict with this page, the signed letter controls for that engagement.