Refund policy
Last updated: 29 July 2026
This policy applies to paid Softengageai AML compliance audit engagements for fintech firms. Website inquiries are free. There is no online checkout on this site; fees are invoiced under a written statement of work (SOW).
Eligibility
Refunds apply only to fees paid to Softengageai for scoped audit work described in an SOW. Informational pricing on this website is not a purchase. Deposits and milestone invoices are refundable only as stated below or as expressly written in your SOW.
Timeframe to request a refund
Send refund requests in writing to hello@softengageai.digital within 14 days of the invoice payment date for unused prepaid work, or within 7 days of a milestone delivery you dispute, whichever applies. Requests after fieldwork samples have been substantially completed are assessed as partial refunds only.
Full refunds
A full refund of a prepaid deposit is available if Softengageai cancels the engagement before kickoff, or if you cancel in writing at least 10 business days before the agreed kickoff date and we have not begun document review or sampling preparation.
Partial refunds
If you cancel after kickoff, or if Softengageai terminates for cause after work has started, we invoice or retain fees for work performed (scoping, interviews scheduled, samples pulled, draft findings prepared) and refund any unused prepaid balance. Partial refunds are calculated from documented time and agreed milestone values in the SOW.
Non-refundable items
- Completed milestones accepted in writing or deemed accepted under the SOW
- Third-party costs pre-approved by you (for example, specialist translation or secure data room fees)
- Rush premiums for accelerated timelines once the rush window has begun
- Remediation validation re-tests that have already been performed
Refund process
Email the invoice number, engagement name, and reason for the request. We confirm receipt within 3 business days and decide within 10 business days after reviewing delivery status.
Processing time and method
Approved refunds are returned via the original payment method within 14 business days of approval. Bank transfer refunds may take longer depending on your bank. We do not issue cash refunds.
Cancellation and rescheduling
You may reschedule kickoff once without fee if you give at least 5 business days’ notice. Later reschedules may incur a rescheduling fee of up to 10% of the affected milestone to cover analyst reallocation. Cancellations follow the full and partial refund rules above.
Deposits
Engagements typically require a deposit to reserve fieldwork dates. The deposit is applied to the final invoice. Unused deposit amounts are refundable only under the eligibility and timeframe rules in this policy.
No-shows and delayed access
If control owners miss agreed interview windows or withhold agreed evidence for more than 10 business days without a revised plan, Softengageai may pause the engagement and retain fees for work already performed. Extended pauses may be treated as cancellation at your request.
Work already started
Once document review, system walkthroughs, or sampling has begun, fees for that work are earned. Remaining prepaid unused phases may still qualify for partial refund.
Exceptions
If Softengageai materially fails to deliver the agreed findings pack and cannot cure within a reasonable period stated in the SOW, you may receive a refund of fees for the undelivered portion. This policy does not cover products, software licences, physical goods, or delivery models we do not offer.
Contact for refund requests
Nanyang Plaza, Kwun Tong District, Hong Kong · hello@softengageai.digital · +852 3563 8823 · Monday–Friday, 9:00–18:00 HKT