Refund and cancellation policy

Scope of this policy

This policy applies to professional engagements with Online Logic — including full treasury control application audits, entitlement and segregation reviews, and pre-go-live controls assessments — booked through our Tokyo desk. It does not cover product sales, subscriptions, or physical goods, which we do not offer.

Booking deposit

A 30% deposit confirms the fieldwork window stated in the scoping letter. The deposit is applied to the final invoice.

Cancellation by the client

• More than 14 days before the agreed fieldwork start: deposit refunded minus documented third-party costs already incurred (for example non-refundable travel booked at your request).
• 14 days or fewer before fieldwork start: deposit is non-refundable; work already performed (document review, planning) is billed on a time basis up to the deposit amount.
• After fieldwork has started: fees for completed stages are payable; unused later stages may be partially refunded at our discretion when documented in writing.

Rescheduling

You may request one reschedule of the fieldwork window with at least 10 days’ notice at no additional fee, subject to our availability. Further reschedules may incur a rebooking charge stated in writing.

Cancellation by Online Logic

If we must cancel for reasons under our control, we refund deposits and fees paid for undelivered work. We will propose alternative dates where possible.

No-shows and access delays

If agreed floor access or required extracts are not provided, delaying fieldwork by more than two business days without prior notice, we may charge standby time or rebook the window. Deposits remain applied to the engagement.

Work already started

Analysis, interviews, and draft findings completed before cancellation remain billable. Deliverables produced to that date can be provided in their then-current form.

Purchased materials

We rarely purchase third-party materials for engagements. When we do so at your written request, those costs are non-refundable once ordered.

Refund method and timing

Approved refunds are returned to the original payer by bank transfer within 14 business days after written approval. Processing times at your bank may add further days.

How to request a refund or cancellation

Email hello@onlinelogic.digital with your engagement reference, or call +81 3-5512-7300. Write to 2-11-1 Nagatacho, Chiyoda-ku, Tokyo 100-0014 if you need a postal record.

Exceptions

Mandatory consumer protections under Japanese law, where applicable, take precedence over this policy.