Service policy
Cancellations and refunds
How booking deposits, completed review work, changed deadlines and exceptional cancellations are handled.
Effective 15 August 2026
Before work starts
Written requests received within five business days of paying a booking deposit qualify for a full refund if no document review, planning meeting or reserved rush work has begun. After that point, the deposit secures professional time and may be partly retained.
Work already performed
If an engagement is cancelled after work starts, we calculate time completed and unavoidable costs against amounts paid. Any balance above that amount is refunded; if completed work exceeds payments, the client remains responsible for the difference. Draft schedules, queries and working papers are not final deliverables unless the engagement letter says otherwise.
Non-refundable amounts
Completed review time, delivered reports, agreed rush fees, third-party specialist charges, purchased records and approved travel costs are not refundable. A deposit may also be non-refundable where an expressly reserved review period could not reasonably be rebooked.
Rescheduling and missed meetings
One meeting may usually be moved without charge when at least two business days’ notice is given. Late cancellations or no-shows may be charged against included meeting time. A missed meeting does not cancel the engagement or extend a funder’s deadline.
Delays and incomplete records
We may move the delivery date when required records or answers are late. If the client does not provide material documents within 30 days after written notice, we may close the file and account for completed work. We do not refund work because evidence produces an unfavourable finding or a funder rejects expenditure.
Our cancellation
If Buildstreambase cannot complete an engagement for reasons within our control, we refund the portion paid for work not performed. We may withdraw where independence is impaired, information appears unlawful or misleading, or continued work would breach professional or legal duties; completed lawful work remains chargeable.
Requesting a refund
Email info@buildstreambase.digital with the engagement number, payer name, payment date, reason and bank confirmation. Approved refunds are returned to the original payment method where possible within 10 business days. Bank processing may add time.
Exceptions required by South African consumer law remain unaffected. Engagement-specific terms prevail where they provide the client greater protection.