Before work begins
You may cancel in writing within three business days after paying a deposit and receive a full refund if we have not started work or reserved a review period beginning within those three days. Where you ask us to begin immediately, completed work is chargeable.
If cancellation occurs later but before document review starts, we refund the amount paid less reasonable payment charges and any clearly identified third-party cost incurred at your request.
After work has started
Once files have been registered or reviewed, the deposit is applied to time already worked and the review period held. We provide a summary of completed stages. If the value of work is lower than the amount paid, the balance is refunded; if it is higher, charges will not exceed the accepted scope without written approval.
Completed findings reports, delivered review calls and work already performed are non-refundable merely because a lender declines the application, changes its requirements or because you decide not to submit. We do not sell physical products and do not charge for purchased materials.
Rescheduling, late files and no-shows
One reschedule requested at least two business days before the booked start may be made without charge, subject to availability. Later changes may carry a reasonable fee where practitioner time cannot be reassigned.
If agreed records arrive late, the delivery date moves to the next available review window. A missed findings call may be rebooked once when 24 hours’ notice is given. A no-show without notice uses the included call; a replacement call may be quoted separately.
When we cancel
If Resolver Servicehub cannot perform the agreed work and no acceptable new date is available, we refund payment for unperformed work in full. If we discover a conflict, unsafe file transfer, suspected unlawful material or a need outside our competence, we may end the engagement and refund the unused portion after accounting for work properly completed.
Quality concerns
Tell us within seven calendar days of delivery if the report omits an agreed item or contains a calculation or reference error. We first correct substantiated errors promptly. Where the service materially fails to match the written scope and cannot reasonably be corrected, a partial or full refund may be appropriate according to the affected portion. This does not limit rights that cannot be waived under South African consumer law.
Requesting a refund
Email info@resolver-servicehub.digital with the client name, invoice number, reason and payment date. Do not include bank login details. Approved refunds are returned to the original payment method where possible, normally within 7–10 business days after confirmation; bank processing may add time.
Exceptions or different cancellation terms apply only when written into and accepted as part of a specific engagement.