Refund, cancellation and rescheduling policy

Last updated: 15 August 2026.

Before work begins

You may cancel in writing before the agreed review window begins. We refund payments received, less any clearly disclosed third-party transfer charge that cannot be recovered. A refundable amount is returned to the original payment method within 7–10 working days after approval.

After work begins

Once a reviewer has opened and assessed the agreed records, time already spent is non-refundable. If you cancel during the review, we provide a breakdown and refund any prepaid balance above completed work and unavoidable committed costs. Purchased materials are not normally required for this service; no such cost is charged unless separately approved in writing.

Completed issue schedules and completed return consultations are non-refundable. An insurer’s eventual decision, a choice not to submit, or dissatisfaction with a properly identified concern does not make the review fee refundable.

Changes, late records, and missed calls

One reschedule made at least one working day before the start date has no charge, subject to availability. Later changes may move the work to the next available window. If records arrive late or incomplete, the delivery date shifts; this is not a cancellation by Host Routecore.

The included return call may be moved once with four business hours’ notice. A missed call without notice may be treated as used, although we will provide the issue schedule in writing.

Cancellation by Host Routecore

If we cannot complete the agreed work, we refund the unperformed portion. A full refund applies where no substantive review has begun. We may stop work if authority, consent, lawful purpose, security, or scope cannot be confirmed.

How to request a refund

Email info@host-routecore.digital with the client name, scope date, invoice number, reason, and preferred contact details. Do not include sensitive application records. We acknowledge the request within two working days and explain whether the refund is full, partial, or unavailable under this policy.

Nothing here limits a remedy available under applicable South African consumer law.