Refund Policy
This policy covers fees for documentation engagements—not physical product sales or software licences.
Scope
These rules apply to fees for Whistleblower Case Documentation, Confidential Intake Interviews, Audit Committee Briefing Packs, and related documentation work described on this site. Website browsing is free; there is no checkout for digital goods.
Deposit
A 40% deposit confirms the engagement start date stated in the engagement note. Deposits are applied to the final invoice.
Full refund eligibility
A full refund of fees paid is available if:
- We cancel the engagement for reasons within our control before substantive documentation begins; or
- You cancel in writing before the agreed start date and before we have received tip materials or conducted any interview session.
Partial refunds
If you cancel after work has started, we invoice for work completed (hours and deliverable stages finished) and refund any unused balance of fees paid. Completed stages typically include scoping notes already delivered, chronologies drafted, interviews held, or packs issued.
Non-refundable items
- Fees for interview sessions already conducted
- Third-party costs advanced with your approval (for example interpreter fees)
- Work already accepted in writing as a completed deliverable
Timeframe to request a refund
Send refund or cancellation requests to info@online-toolsuite.digital within 14 days of the event giving rise to the request (cancellation, our notice of inability to continue, or invoice dispute). Include the engagement reference and reason.
Process and timing
We confirm receipt within two business days, assess eligibility against the engagement note and this policy, and process approved refunds within 14 business days to the original payment method where possible.
Rescheduling
Interview sessions and on-site visits may be rescheduled once without charge if you give at least three business days’ notice. Later changes or no-shows may be charged as a conducted session.
No-shows
If a scheduled interview proceeds with our team present and the interviewee or client contact does not attend without timely notice, the session fee remains payable.
Work already started
Once tip materials are under review or drafting of the chronology has begun, cancellation converts to a partial settlement for completed work as described above. We return or securely destroy materials per the engagement note.
Exceptions
If a separate engagement note sets different commercial terms for a specific matter, that note prevails for that engagement. Statutory rights you may have under Hong Kong law are not excluded where they cannot be excluded by contract.
Contact for refunds
Online Toolsuite
KITEC (Kowloonbay International Trade & Exhibition Centre), 1 Trademart Drive, Kowloon Bay
Phone: +852 2620 2222
Email: info@online-toolsuite.digital