Refunds & cancellations

Eligibility

Refunds depend on whether fieldwork has started, whether a deposit was paid, and how much of the agreed scope has been delivered. Website visits and unpaid inquiries are free and do not require refunds.

Deposits

Many engagements require a deposit to reserve start dates and intake capacity. Deposits are credited toward the final fee. Unused deposit amounts may be refundable only under the conditions below.

Cancellation by you

• If you cancel more than seven days before the agreed fieldwork start and no document review has begun, we refund deposits minus a reasonable administrative fee disclosed in your engagement letter.
• If you cancel within seven days of start, or after document intake has begun, we may retain a portion of the deposit covering preparatory work already performed.
• If you cancel after fieldwork sampling has started, fees for completed stages are non-refundable; unused future stages may be partially refunded at our discretion.

Rescheduling

You may request one reschedule without penalty if you give at least five business days’ notice and we can accommodate a new start date. Repeated changes or late notice may incur a rescheduling fee.

No-shows

Missed scoping or working sessions without timely notice may be charged as delivered time and are not refundable.

Work already started

Hours and stages completed—intake review, sampling, draft memos—are charged according to the engagement letter and are generally non-refundable.

Full or partial refunds

A full refund is considered only when BackendLINK cancels before start for reasons within our control, or when a clear billing error occurred. Partial refunds may apply when scope is reduced by mutual written agreement before remaining work is performed.

Non-refundable items

• Completed findings memos and delivered reports
• On-site session time already held
• Third-party costs pre-approved by you (for example courier of working papers)

Refund process & timing

Email hello@backendlink.digital with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned via the original payment method when possible, typically within 10–15 business days after approval.

Exceptions

Mandatory consumer protections under Taiwanese law, where applicable, take precedence over conflicting clauses.