Refund & cancellation policy
Scope of this policy
This policy covers professional audit and review engagements offered by Mind Layer Grid, including the AML Application Audit, KYC file reviews, transaction monitoring sample audits, and regulatory readiness walkthroughs. It does not cover goods, software licences, or subscription products because we do not sell them.
Deposit
A 40% mobilisation deposit is ordinarily due when the engagement letter is signed. The deposit reserves fieldwork capacity and covers early information-request work.
Cancellation by the client
- Before fieldwork starts and within 7 days of signing: deposit refunded minus documented third-party costs already incurred (for example secure room hire), if any.
- Before fieldwork starts but after 7 days: 50% of the deposit is retained for reserved calendar time; the remainder is refunded within 14 business days.
- After fieldwork has begun: fees for work performed to date are payable; unused deposit balance, if any, is applied to that work. No refund applies to completed sampling days or issued draft sections.
Rescheduling
You may request one reschedule of the fieldwork window with at least 10 business days’ notice at no charge, subject to our availability. Shorter notice may incur a rescheduling fee of up to 10% of the engagement value.
No-shows and stalled access
If agreed sample access or key interviewees are unavailable on scheduled fieldwork days without 48 hours’ notice, those days may be billed as worked. Repeated access failures may lead us to pause the engagement and invoice for work completed.
Work already started
Once file sampling, interviews, or draft finding write-ups have begun, that portion of the fee is non-refundable. Materials we have purchased specifically for your engagement (for example certified translations) are billed at cost and are non-refundable once ordered with your approval.
Partial refunds
If we and you agree to narrow scope mid-engagement, we recalculate remaining work. Any resulting credit is applied to the final invoice or refunded if no balance remains.
Non-refundable items
- Completed workshop days already delivered
- Final reports once issued
- Third-party costs approved in writing
- Time spent on factual clearance cycles you requested beyond the number included in the proposal
Refund process & timing
Email refund requests to info@mindlayergrid.digital with your engagement reference. Approved refunds are processed within 14 business days to the original payment method where possible.
Our cancellation
If we must cancel for reasons within our control (for example sudden conflict of interest), we refund unearned fees including the unused deposit portion and help transition materials you already provided.
Questions
Call +66 2 555 7460 or write to info@mindlayergrid.digital.