Refunds and cancellation
Refund eligibility, deposits, rescheduling, and no-shows for Smartappconnect hospitality audit engagements.
Last updated: 29 July 2026
This policy applies to paid hospitality revenue audits, outlet reconciliation reviews, pre-opening control checks, and follow-up reviews booked with Smartappconnect. It does not cover products we do not sell, software subscriptions, or goods delivery.
Booking deposits
Larger engagements may require a deposit to reserve fieldwork dates. The deposit amount and due date appear in your proposal. Deposits are credited toward the final fee when the engagement proceeds.
Cancellation by you
- More than 14 days before the agreed fieldwork start: full refund of deposit, or reschedule at no charge.
- 7–14 days before start: 50% of the deposit may be retained for calendar holding costs; the remainder is refunded.
- Fewer than 7 days before start: deposit is generally non-refundable, unless we can fill the dates with another client, in which case we refund at our discretion.
Fees already invoiced for completed stages (for example, a finished scoping memo) are non-refundable.
Rescheduling
One reschedule with at least 7 days’ notice is usually free. Later or repeated changes may incur a rescheduling fee stated in the engagement letter, reflecting supervisor and travel calendar costs in Hong Kong.
No-shows and access failures
If sampling cannot proceed because site access, POS exports, or the nominated contact are unavailable on agreed dates without timely notice, we may treat the visit as delivered for deposit purposes and invoice for time already spent preparing.
Work already started
Once fieldwork or substantial file review has begun, fees for time incurred are payable. Unused portions of a fixed fee may be partly refunded if we jointly terminate early; completed findings work is not refunded.
Pre-opening checks
If a soft opening date moves, notify us as soon as possible. Deposits remain transferable to the new window when notice is given under the cancellation timelines above.
Refund method and timing
Approved refunds are returned by the same method used for payment (typically bank transfer) within 14 business days after written approval. Processing times at your bank may add further days.
How to request a refund
Email info@smartappconnect.digital with your engagement reference, property name, and reason. You may also call +852 2989 3000. We respond within five business days.
Exceptions
Force majeure events (including severe weather signals that close the property) are handled in good faith — typically by rescheduling without penalty. Statutory rights under Hong Kong law that cannot be waived remain unaffected.