Refunds and cancelled freeze weeks

These rules apply to deployment-readiness reporting booked with Deploy Canvas Base. They do not cover goods, subscriptions, or training programmes, because we do not sell those.

Eligibility

A booking amount (40% of the quoted fee) holds a freeze week. The remainder is due when the final PDF is issued, or earlier if you cancel after the evidence window has opened. Refunds are about the booking amount and any later invoice, not about store fees you pay to Apple, Google, or an enterprise distributor.

Timeframe

Ask in writing to info@deploycanvasbase.digital as soon as the freeze date moves. We assess the request against the stage of work, not against the calendar date of your store submit.

Full refund

If you cancel before we send the evidence list, we refund the booking amount in full. If we decline the engagement before work starts — for example because the date no longer fits a five-to-eight-day review and you do not want a hotfix gate — we refund the booking amount in full.

Partial refund

If you cancel after the evidence list has been sent but before interviews, we retain 50% of the booking amount for time already spent reading, and refund the rest of what you have paid. If interviews have occurred, the booking amount is not refundable. Fees for work already invoiced after a draft exists are not refundable.

Non-refundable items

On-site travel booked at your request after you approved it. Weekend hotfix coverage once the 48-hour window has opened. A stakeholder briefing on the day of the session once we have prepared the agenda from an existing report.

Work already started

Reading your packet is work. Once files have been opened under the evidence list, cancellation is treated as work already started even if you have not yet sat the interview.

Rescheduling

You may move a freeze week once, with at least five working days’ notice, at no extra fee if we still have capacity. A second move, or a move with less notice, is treated as a cancellation of the original week plus a new booking. Hotfix gates cannot be moved once the 48-hour clock has started; you may book a new gate.

No-shows

If the release owner or the nominated support lead does not attend a booked interview or walkthrough without two working hours’ notice, that session is forfeited. We will issue the report from the documents we have. We do not refund the session.

Deposits

The 40% booking amount is a deposit against the quoted fee. It is applied to the final invoice if the work completes.

How to request a refund

Write to info@deploycanvasbase.digital with the version name, the quoted fee, and the stage you believe the work had reached. You may also telephone +60391319160. We confirm the outcome in writing.

Processing time and method

Approved refunds are returned by the same method you paid, within fourteen working days after we accept the request. Bank charges on international transfers, if any, are borne by the party whose bank imposes them.

Exceptions

If we miss a walkthrough date that we confirmed in writing, you may cancel the unused remainder and receive a refund of fees paid for that unused remainder. This does not apply when the delay was caused by evidence arriving after the agreed window.