Refunds and cancellations

This policy applies to professional fees for financial auditing and related assurance engagements with Tsubasa Assurance Desk. It does not cover goods or digital products, which we do not sell.

Eligibility

Refunds are considered when we cancel an engagement for reasons within our control, when a deposit was paid and work has not begun, or when a written agreement specifies a refundable amount. Fees for work already performed are generally non-refundable.

Timeframe

Refund requests should be sent in writing within 14 days of the event giving rise to the request (for example, our cancellation notice or your withdrawal before fieldwork). Requests after the signed opinion or review report is issued are limited to billing errors.

Full and partial refunds

If we cancel before fieldwork and no substitute dates are agreed, the deposit is refunded in full. If you cancel more than 21 days before the first scheduled fieldwork day, the deposit is refundable minus a ¥50,000 administrative charge. Cancellations within 21 days may forfeit the deposit to cover reserved staff time. Partial refunds may apply when only part of a multi-entity engagement is withdrawn and unused fees remain after work already delivered.

Non-refundable items

• Fees for planning, fieldwork, or reporting already completed
• Travel costs already incurred with your prior approval
• Third-party confirmation fees paid on your behalf
• Engagements terminated for independence breaches caused by the client

Refund process and timing

Email hello@softlogicai.digital with the engagement letter reference and reason. Approved refunds are processed within 14 business days to the original payment method or Japanese bank account used for the deposit.

Cancellation and rescheduling

Either party may propose new fieldwork dates. One complimentary reschedule is allowed if requested at least 14 days before the original start. Further reschedules may incur a fee reflecting staff reallocation. No-shows for agreed inventory observation days without 48 hours’ notice may be billed as an observation day.

Deposits and work already started

The standard 30% deposit secures dates. Once planning interviews or document review begin, the deposit is applied to earned fees and is not automatically refundable. Unused deposit balances after early termination are calculated against time records and returned if a credit remains.

Exceptions

Mandatory legal or regulatory changes that prevent completion may entitle both parties to terminate with fees due only for work performed. Force majeure affecting warehouse access (for example regional disaster) is handled case by case with good-faith rescheduling preferred over cancellation.