Refund & cancellation policy

Scope

This policy applies to paid professional services offered by Net App Cloud—environment topology analytics, cross-app dependency mapping, networked journey instrumentation, and environment review hours. It does not cover physical goods, software licenses, or marketplace checkout, which this site does not sell.

Eligibility

Refunds are considered when work has not started, when we cancel an engagement we cannot staff, or when a written scope note explicitly provides a refund window. Informational prices on this website are not invoices and do not create automatic refund rights.

Timeframe to request

Refund requests should be sent in writing to hello@netappcloud.digital within 14 days of the invoice payment date, or within 7 days of a scheduled kickoff if kickoff is later—whichever comes first—unless the scope note states a different window.

Full refunds

A full refund of fees paid for an engagement is typically available if we have not begun discovery, document review, or live analytics sessions, and if you cancel within the timeframe above. If we cancel before kickoff for reasons on our side, prepaid fees for that engagement are refunded in full.

Partial refunds

If work has started—access granted, inventory underway, or journey sessions held—refunds are partial and proportional to undelivered milestones described in the scope note. Completed milestones (for example a delivered topology brief or journey memo) are generally non-refundable.

Non-refundable items

The following are non-refundable once delivered or consumed: completed analytics artefacts, time already spent in scheduled sessions, third-party tool costs you asked us to incur on your behalf with prior written approval, and retainer months already begun under Environment Review Hours.

Deposits

Some engagements require a deposit to reserve start dates. Deposits are credited toward the final invoice. Deposits become non-refundable once discovery begins, except where we cancel or where the scope note states otherwise.

Cancellation & rescheduling

You may cancel or reschedule a kickoff or instrumentation session with at least 3 business days’ notice (Hong Kong working days). Shorter notice may forfeit that session’s allocated fee. Retainer review-hours slots missed without notice are not rolled forward unless we agree in writing.

No-shows

If your team does not attend a confirmed session and does not notify us in advance, that session counts as delivered for billing purposes.

Work already started

Once we have begun reviewing telemetry, drafting catalogues, or facilitating live walkthroughs, fees reflect effort already expended. We will itemise remaining unused value when calculating any partial refund.

Purchased materials

If an engagement requires purchased reference materials or approved third-party spend documented in the scope note, those costs are non-refundable once incurred, even if remaining service fees are partially refunded.

Refund process & timing

Email a refund request with your invoice reference and reason. We confirm eligibility within 5 business days. Approved refunds are processed within 14 business days of confirmation.

Refund method

Refunds are returned via the original payment method where possible, or by bank transfer to a Hong Kong account you nominate in writing. Currency follows the invoice (typically HKD).

Exceptions

Mandatory consumer protections under Hong Kong law prevail where they apply. Engagement-specific terms in a signed scope note override this page when they conflict, except where law forbids such override.

Contact for refund requests

Net App Cloud, Hang Tung Bldg, Mong Kok, Hong Kong, +852 2390 0676, hello@netappcloud.digital.