Legal
Refund & cancellation policy
Last updated: 28 July 2026
This policy applies to professional engagements with Hinoki Review Office for financial auditing, statement review, inventory observation, control walkthroughs, and statutory audit support. It does not cover physical products or online subscriptions, which we do not sell.
Eligibility
Fees paid toward an engagement may be refundable in whole or in part when written cancellation reaches us before the milestones described below. Once fieldwork or substantive preparation has begun, refunds are typically partial and reflect work already performed.
Timeframe to request
Refund requests should be emailed to hello@neurasoft.digital within 14 days of the event giving rise to the request (for example, cancellation confirmation or disputed invoice date), unless the engagement letter states a different window.
Deposits
New-client deposits (often 30% on acceptance) secure calendar time. If you cancel more than 14 days before the first scheduled fieldwork day, we refund the deposit minus an administrative fee of ¥25,000 or 10% of the deposit, whichever is lower. Cancellations inside 14 days forfeit the deposit unless we can reassign the dates to another client, in which case we refund the unused portion.
Full refunds
A full refund of amounts paid is available if we cancel the engagement for reasons within our control (for example, inability to staff with independence) and no substantial work has been delivered. If we have already provided planning memos or evidence lists of material use, a partial deduction may apply as agreed in writing.
Partial refunds
When you cancel after planning or fieldwork has started, we invoice for hours and disbursements incurred at the rates implied by the engagement letter, and refund any surplus prepaid. Observation days already attended are non-refundable.
Non-refundable items
- Completed inventory observation days and issued observation memos
- Delivered findings memos and closing meetings already held
- Third-party costs incurred with your approval (travel booked, couriered confirmations)
- Administrative fee portions described under Deposits
Work already started
Opening a workpaper file, issuing a tailored evidence request, or beginning sample selection counts as work started. Time is recorded and deducted from prepaid fees before any refund.
Rescheduling
You may reschedule fieldwork once without penalty if notice arrives at least 10 days before the first day and alternative dates within 60 days are agreed. Further reschedules or short-notice changes may incur a ¥40,000 calendar fee.
No-shows
If key client contacts are unavailable on a confirmed fieldwork day without at least one business day’s notice, we may charge for the reserved day and rebook subject to availability.
Refund process & method
Approved refunds are processed to the original payment method within 14 business days after written approval. Bank transfers may require you to confirm account details. We will confirm the amount in writing before transfer.
Processing time
Review of a refund request typically takes up to 7 business days. Complex engagements with shared travel costs may take longer; we will say so promptly.
Exceptions
Engagement letters may set custom cancellation terms for multi-entity or multi-site projects. Where they do, the letter controls. Statutory requirements that cannot be waived remain in force.
Contact for refund requests
Hinoki Review Office, 22554 Dewitt Falls, 丸山区, 栃木県, Japan, +81-9-999-3131, hello@neurasoft.digital.