Before work starts
Ask for cancellation by emailing info@buildpilotbase.digital. A fee paid in advance is fully refundable if cancellation reaches us before we begin record review and at least 24 hours before a scheduled session. Approved refunds return to the original payment method.
After work has started
Once records have been opened and substantive checking has begun, completed time is not refundable. If you cancel before the written finding is complete, we calculate a partial refund from the agreed fee less work already performed and any specifically approved, non-recoverable cost. We provide the calculation in writing.
No refund is due after the final report has been delivered, for work made unusable by inaccurate or withheld client information, or for dissatisfaction with a lender’s decision. Fees buy the independent review, not a particular conclusion or credit approval.
Incomplete files and purchased materials
We do not normally purchase materials for affordability audits. Any exceptional third-party cost must be approved in advance and is non-refundable once incurred. If required records remain missing for 30 days after a written reminder, we may close the file; completed work remains chargeable and any unused balance is returned.
Sessions, rescheduling and no-shows
A preparation session may be moved once without charge if requested at least 24 hours before its start. Later changes may carry a R350 rescheduling charge because the time was reserved. A no-show or cancellation after the appointment begins is non-refundable, although we will consider documented emergencies reasonably.
Our cancellation and processing times
If Buildpilotbase cannot deliver the agreed engagement and no suitable new date is accepted, we issue a full refund. Eligible refunds are approved within five business days and may take a further five to ten business days to appear, depending on the payment provider.
Refund exceptions required by South African consumer law continue to apply. Include your name, engagement reference and reason when contacting us; do not email bank statements or identity documents with the request.