Refunds & rescheduling

## Scope Pine Harbor Financial Audit provides professional services — statutory audits, control assessments, consolidation reviews, and readiness reviews. Refunds relate to fees and deposits for those engagements, not to retail goods or software subscriptions. ## Refund eligibility Fees already earned for work performed (planning hours, fieldwork days started, draft reports issued) are generally non-refundable. Unused portions of a fixed fee may be eligible for a partial refund if we cancel the engagement for reasons within our control and no substantial work has begun. ## Timeframe to request Refund or credit requests should be sent in writing to hello@server-infrastructureio.digital within 14 days of the event giving rise to the request (for example, our cancellation notice or your permitted withdrawal under the engagement letter). ## Deposits A planning deposit (typically 30% of the quoted fee) is invoiced on engagement letter acceptance. The deposit is applied to the final fee. If you withdraw after acceptance but before fieldwork begins, the deposit may be partly refundable after deducting documented planning time already incurred; once fieldwork has started, the deposit is ordinarily non-refundable. ## Full vs partial refunds - **Full refund** of unused fees may apply if we cannot staff the engagement and no alternative date is mutually agreed, provided no deliverable work has been performed. - **Partial refund** may apply when only part of the scoped work remains incomplete due to our cancellation, calculated against unused stages in the engagement letter. ## Non-refundable items - Fees for fieldwork days already attended (including inventory observation) - Third-party costs already incurred with your approval (for example, travel booked for mainland visits) - Time spent on open-item chasing after delivery of a draft report, when billed under the letter ## Process Email hello@server-infrastructureio.digital with the engagement reference, reason for the request, and relevant dates. We confirm eligibility in writing and, if approved, process the refund to the original payer using the original payment method where possible. ## Processing time Approved refunds are typically completed within 14–21 business days after written confirmation, subject to banking timelines in Japan. ## Cancellation by the client You may cancel before fieldwork by written notice. Planning time incurred is chargeable. Cancellation after fieldwork begins does not entitle you to a refund of fees for work already performed; remaining unused stages may be credited or refunded as set out above. ## Rescheduling Inventory observation and site visit dates may be rescheduled once without penalty if you give at least 10 business days’ notice and an alternative date is available. Late rescheduling may incur a rescheduling charge to cover non-refundable travel or reserved staff days, disclosed before confirmation. ## No-shows If management or warehouse staff are unavailable on an agreed observation day without timely notice, that day remains chargeable and a new date must be booked subject to availability. ## Work already started Once planning or fieldwork has begun, fees reflect progress. We do not refund for dissatisfaction with findings that arise from properly scoped examination of your records. ## Exceptions Engagement letters may set different deposit or cancellation terms for complex group audits; where conflict exists, the signed letter controls.