Refunds and cancellations
Refund eligibility, deposits, cancellations, and rescheduling for manufacturing cost-control audit engagements.
Last updated: 11 August 2026
This policy applies to professional audit and review engagements offered by SmartInfra AI Digital. It does not cover physical goods, software licences, or subscription products — we do not sell those.
Deposit
Fixed-fee engagements may require a deposit stated in the scoping or engagement letter (commonly 30% of the fee) to reserve fieldwork dates. Day-rate work may be invoiced weekly in arrears without a deposit unless otherwise agreed.
Cancellation by the client
- More than 14 days before fieldwork start: deposit refunded minus a RM 500 administration fee for work already performed on scoping materials, if any.
- 7–14 days before fieldwork start: 50% of the deposit is refundable; work completed to date is invoiced if it exceeds the retained deposit.
- Fewer than 7 days before fieldwork start, or after fieldwork begins: deposit is non-refundable; completed phases are payable in full.
Rescheduling
One reschedule with at least 7 days’ notice is usually accepted without charge, subject to team availability. Further reschedules may incur a RM 800 coordination fee or adjustment of day rates for new travel.
No-shows and denied access
If plant access or required extracts are not provided on agreed dates without timely notice, the related field day is chargeable. We will attempt one recovery date within the original fee where practical.
Work already started
Desk analysis, interviews, and draft findings completed before cancellation remain payable. Partial refunds, where due, apply only to unused future fieldwork portions of a fixed fee.
Purchased materials and third-party costs
Pre-approved travel, induction fees, or specialist laboratory costs already incurred are non-refundable and payable at cost.
Refund method and timing
Approved refunds are returned to the original payer by bank transfer within 14 business days of written approval. We do not issue cash refunds at the office.
How to request a refund or cancellation
Email hello@smartinfraai.digital with your engagement reference, or call +60 3 5550 2850. Include the plant name and scheduled fieldwork dates. We confirm the calculation in writing before processing.
Exceptions
Statutory or regulatory deadlines you disclose in the engagement letter may require non-cancellable windows; those windows will be stated explicitly before you accept the letter.