Effective 15 August 2026
Before work starts
A client may cancel in writing before the agreed start. Any amount paid is refunded in full unless the accepted scope identifies a non-refundable, reasonable scheduling deposit. Where a deposit applies, its purpose and amount are stated before acceptance.
After review work starts
If work has begun, the client may cancel but remains responsible for completed review time and committed external specialist time. We provide an itemised calculation. The unused balance is refunded; completed reading, annotations and calls already delivered are non-refundable. There are no purchased physical materials in our normal service.
Sourcegridpath cancellation
If we cannot complete an engagement for reasons within our control, the client may choose a rescheduled date or a refund for the undelivered portion. A full refund applies when no useful work has been delivered. This does not include delays caused by missing, corrupt or materially changed client documents.
Rescheduling and missed calls
Included calls may be moved without charge with at least one business day’s notice, subject to availability. A missed call without notice may be treated as delivered, although we will make a reasonable attempt to offer one alternative slot. Missing a call does not cancel document review.
Urgent deadlines and changed scope
An application deadline passing does not itself create refund eligibility where review was delivered on the agreed timetable. If the client expands the budget, changes funder or replaces major documents after work begins, we pause and agree revised scope; declining that revision leads to a partial refund calculated for work not undertaken.
Requesting a refund
Email info@sourcegridpath.digital within 14 days of cancellation or the disputed delivery, stating the engagement, invoice and reason. Approved refunds are returned to the original payment method within 10 business days; bank processing may take longer. Nothing in this policy limits mandatory rights under South African law.