Client terms
Refund, cancellation and rescheduling policy
How deposits, cancellations, partial work, missed meetings and exceptional refund requests are handled.
Effective 15 August 2026
Before work begins
For a full review or document check, the booking deposit reserves reviewer time. Cancel in writing within five business days after payment and at least three business days before the agreed start date for a full refund, provided no document reading or bespoke preparation has begun.
A Funding Pressure Session may be cancelled for a full refund with at least two business days’ notice.
Work already started
Once reading, reconciliation or written preparation has begun, completed time is not refundable. If you cancel, we calculate the work performed against the agreed fee and refund any balance above that amount. If the completed work exceeds the deposit, the engagement letter’s payment terms still apply.
Purchased third-party materials are not ordinarily required for our reviews. If you specifically approve an external cost in writing, an amount already and irreversibly paid is non-refundable.
Rescheduling and no-shows
One meeting may be moved without charge when you give at least one business day’s notice. Later changes may attract a reasonable rescheduling fee if reserved time cannot be reused. A client who misses a session without notice may reschedule once on payment of 50% of the session fee.
If requested documents arrive late, the delivery date moves to the next available review period. A prolonged delay of more than 30 days may require re-scoping because application figures and third-party terms can change.
When Buildpilotgrid cancels
If we cannot deliver the agreed work and cannot offer a suitable new date, you may choose a full refund of fees for undelivered work. Where part of a separable engagement is complete and useful, you may accept that part with a refund for the remainder.
Refund method and timing
Send the engagement reference, payer name, reason and requested outcome to info@buildpilotgrid.digital. We acknowledge requests within two business days and aim to decide them within five business days. Approved refunds are returned to the original bank account or payment method, subject to reasonable verification, usually within seven to ten business days after approval.
Exceptions and fair treatment
Illness, bereavement and serious unforeseen events are considered individually. Nothing here limits non-excludable rights under South African consumer law. A disagreement with a clearly disclosed finding, a franchisor’s decision or a lender’s refusal does not by itself make completed review work refundable.