Refund and cancellation policy
This policy applies to scoped audit evidence engagements with ML Neural. It does not describe product retail, subscriptions, or delivery of physical goods — we do not offer those.
Eligibility
Refunds apply only to fees paid for a confirmed engagement under a written proposal. Informational prices on this website are not invoices and create no payment obligation.
Timeframe to request
Refund requests must be sent in writing to evidence@ml-neural.digital within 14 days of the invoice payment date, or within 7 days of a material delivery milestone stated in the proposal — whichever is later for the portion of work in dispute.
Full refund
A full refund is available if we have not started substantive work (no kickoff held, no collection checklist issued, and no client materials reviewed) and you cancel in writing within the cooling period above.
Partial refund
If work has started, we may refund the unused portion of fixed fees after deducting time already spent at the rates in the proposal, including completed interviews, draft indexes, and partial packs. Partial refunds are calculated in good faith and confirmed in writing before payment is returned.
Non-refundable items
The following are non-refundable once delivered or incurred: completed evidence packs or maps already handed over; third-party costs approved by you in writing (for example courier or specialist extract fees); and deposits labelled non-refundable in the proposal when we have reserved a dedicated fieldwork window at your request.
Cancellation and rescheduling
You may cancel or reschedule by email. Cancellations after kickoff are treated under the partial-refund rules. Rescheduling with at least 5 business days’ notice is usually accommodated without fee; shorter notice may incur a rescheduling charge stated in the proposal if we have already blocked staff time.
Deposits and no-shows
Where a deposit secures a response-desk window during external audit fieldwork, the deposit is credited to the final invoice. If your team fails to attend an agreed kickoff or briefing without 2 business days’ notice, we may treat the deposit as applied against preparation already performed.
Work already started and materials
Draft working papers and indexes created before cancellation remain our working files; you receive copies of completed deliverables already paid for. We do not refund for client-purchased software licences or materials outside our proposal.
Refund process and timing
Approved refunds are processed to the original payment method within 14 business days of written approval. You will receive confirmation of the amount and reference.
Exceptions
Statutory rights that cannot be excluded under UK law remain unaffected. If we cancel an engagement for reasons other than your breach or non-payment, you receive a full refund of fees paid for undelivered work.
Contact for refund requests
Email evidence@ml-neural.digital with your proposal reference, payment date, and reason. Phone: +44 077 3583 4727. Address: 3 Hexham Road, Iron Cross, WR11 9JE, United Kingdom.