Effective 15 August 2026
Before work starts
Cancel in writing before the agreed review begins for a full refund of fees paid, less any disclosed non-refundable third-party cost specifically approved by you. If a booking reserved urgent or after-hours capacity, the written estimate may identify a reasonable non-refundable reservation deposit.
After work starts
Once checklist preparation or record reading has begun, completed time and specifically purchased services are non-refundable. If you cancel part-way, we refund the unearned balance and, where useful, provide the notes completed to that point. A fully delivered audit note is not refundable merely because the application is unsuccessful.
Delays, rescheduling and unreadable sets
You may request one reschedule before work starts, subject to capacity and the funder deadline. If records arrive late, incomplete or unreadable, the target date moves and we will explain available options. Failure to provide the agreed set within 10 business days may close the booking; any refund is calculated against reserved and completed work.
Missed appointments
An office or clarification appointment may be moved with at least one business day’s notice. A no-show or later cancellation may consume that appointment; another session can carry an additional fee disclosed in advance.
When we cancel
If Buildgridbase cannot deliver the agreed review and no suitable new date is accepted, we refund the undelivered portion, including any deposit applied to it. Refunds are returned to the original payment method where possible, normally within 7–10 business days after approval; bank processing can add time.
How to request a refund
Email info@buildgridbase.digital with the booking name, invoice reference, reason and preferred contact details. Do not resend supporting records. We acknowledge requests within two business days.
Nothing in this policy limits rights that cannot be excluded under South African consumer law.