Effective 1 August 2026
Before work starts
Cancel in writing before we confirm that substantive review has begun for a full refund of fees paid, less any non-recoverable bank charge. A request to move the review to another application may be accepted once without charge if no records have been examined.
After work starts
Once document checking or reconciliation begins, time already spent is non-refundable. If a client cancels part-way, we refund the unused balance of a scoped fee after deducting completed work at the rate stated in the engagement, or a reasonable pro-rata amount where no rate was listed. Completed review notes and urgent-priority fees are non-refundable.
Missing records, rescheduling and no response
We may place an incomplete file on hold. If requested records are not supplied within 10 business days, we may close the matter and account for work completed. A revised completion date depends on reviewer availability. There is no applicant appointment and therefore no applicant no-show fee; a client call missed without notice may be rescheduled once.
Deposits and external costs
A deposit may be required for complex or urgent work and will be stated in the estimate. It becomes non-refundable to the extent work has begun. We do not normally purchase materials. Any exceptional third-party cost must be approved in writing and is non-refundable once incurred.
Our cancellation and exceptions
If we cannot complete an accepted scope, we refund the unperformed portion to the original payment method. We may decline or stop a file where authority, authenticity or lawful handling is in doubt; the same completed-work principles apply unless law requires otherwise.
Send a refund request to info@dispatcher-routecore.digital within 14 days of the relevant cancellation or report delivery, stating the engagement reference and reason. Approved refunds are initiated within 7 business days; bank processing time may vary.