Refunds & cancellations

Scope

This policy applies to paid sessions offered by Cognitive SaaS Digital: inheritance inventory binder sessions, location planning consults, binder refresh visits, and heir briefings. This site does not sell software subscriptions, physical retail products for mail order, or downloadable goods.

Deposit for binder sessions

A HK$800 deposit holds a confirmed binder-session date. The deposit is credited toward the session fee. Consults, refresh visits, and briefings normally have no deposit unless stated on your confirmation note.

Cancellation by you

• More than 5 full days before the appointment: full refund of deposit (or prepaid fee), returned by the original payment method within 10 business days of approval
• 2–5 full days before: 50% of the deposit retained; remaining deposit refunded within 10 business days
• Less than 48 hours before, or failure to attend: deposit is non-refundable; prepaid full fees for consults/briefings are non-refundable

Reschedule requests made more than 48 hours ahead are accommodated once without penalty, subject to availability.

Cancellation by us

If we must cancel—illness, office closure, or similar—you may choose a new date or a full refund of amounts paid for that appointment, processed within 10 business days.

Partial completion

If a binder session begins and you choose to stop early, fees cover time already spent and materials printed. Unused wallet slots are not refunded once printing has started. If we cannot complete agreed deliverables for reasons within our control, we will either finish at no added fee or refund a fair portion of the session fee.

Non-refundable items

• Printed binder covers, tab sets, and cards already produced at your request
• Travel add-ons once the home visit has occurred
• Time spent in a completed consult, refresh, or briefing

Work already started

Preparation calls and draft location sketches prepared before an assembly appointment are part of the engagement. If you cancel after prep materials are delivered, the deposit rules above apply; additional prep beyond the standard call may be invoiced at HK$400 per half hour when agreed in advance.

Materials you purchase elsewhere

Hardware wallets, metal phrase plates, safes, or solicitor fees you buy from third parties are outside this policy.

Refund method and timing

Approved refunds return to the original payment method when possible, otherwise by Hong Kong bank transfer. Allow up to 10 business days after approval, plus any bank processing time.

How to request a refund

Email contact@cognitive-saas.digital with your name, appointment date, and reason. Include the phone number +852 2429 8181 in correspondence only if you prefer a call-back. We respond within two business days.

No-shows

If you miss a confirmed appointment without notice, the deposit (or prepaid consult/briefing fee) is forfeited. A new booking requires a new deposit where applicable.

Exceptions

Nothing in this policy limits rights you cannot waive under Hong Kong law.