Cancellation and refund policy
Effective 15 August 2026. Refunds reflect whether review time has been reserved and how much agreed work has already been completed.
Before work starts
You may cancel by emailing info@host-routehub.digital. If we receive notice before reviewer time has been reserved or substantive work has started, payments are refundable in full. For a full audit cancelled more than two business days before the booked start, we refund the deposit less any separately agreed, completed preparatory work.
Late cancellation and work already performed
When cancellation occurs within two business days of the reserved start, up to 25% of the quoted fee may be retained for time that could not reasonably be reassigned. Once review has begun, we calculate a partial refund from the unperformed portion of the written scope. Completed document intake, reconciliation, calculation or report drafting is not refundable.
Focused reviews under R3,000 are booked on full payment. The same principle applies: the unperformed portion is refundable, while work already carried out is charged at the rate stated in the quote.
Rescheduling and missing records
One reschedule requested at least two business days in advance carries no fee, subject to availability. Later changes may incur a reasonable rebooking charge stated before confirmation. If required records are not supplied by the agreed date, we first offer a new review window. Repeated delay may be treated as cancellation, with a refund based on work completed.
A missed findings call can be rescheduled once if notice is given beforehand. A no-show without notice may use the included call allocation; a further session is charged at the published follow-up rate.
Costs that cannot be refunded
Third-party charges specifically authorised for the engagement, bank charges that cannot be recovered, and purchased materials uniquely required for your review are non-refundable. We identify these before incurring them. Routine electronic delivery and ordinary office costs are included in our fee, not treated as extras.
If we cancel
If Host Routehub cannot complete the agreed service, you may accept a reasonable new date or receive a full refund for the unperformed work. If delivered work is materially deficient, contact us within ten business days of receiving it. We will assess the concern and, where appropriate, correct the work, repeat the affected part or provide a proportionate refund. This does not limit rights under applicable South African consumer law.
How refunds are issued
Send the engagement reference, payer name, reason and payment date to info@host-routehub.digital. Do not include application records. We acknowledge requests within two business days and usually decide them within five business days. Approved refunds return to the original payment method where possible and are processed within seven business days after approval; banking settlement may take longer.
Exceptional illness, bereavement or events beyond reasonable control are considered fairly on the available circumstances.