Refund & cancellation policy
How deposits, cancellations, rescheduling, and refunds work for Wise Center audit engagements.
Scope
This policy applies to professional application audit engagements, controls reviews, and remediation follow-ups booked with Wise Center. It does not cover software licenses, physical goods, or subscriptions — we do not sell those.
Deposits
A 30% deposit confirms the engagement start date after a signed statement of work. Deposits are applied to the final fee.
Cancellation by the client
- More than 14 days before the agreed start date: deposit refunded minus a ¥50,000 administrative fee.
- 7–14 days before start: 50% of the deposit is refundable.
- Fewer than 7 days before start, or after fieldwork has begun: deposit is non-refundable. Work already performed is billed on a time basis against the remaining fee, with any unused balance considered.
Cancellation by Wise Center
If we must cancel for reasons within our control (for example, illness without available substitute), we refund deposits in full for work not delivered and help reschedule at no penalty.
Rescheduling
One reschedule with at least 7 days’ notice is accepted without fee, subject to diary availability. Further reschedules or short-notice changes may incur a ¥30,000 calendar fee.
No-shows
If client contacts are unavailable on confirmed on-site days without 24 hours’ notice, that day may be charged as delivered for scheduling purposes. Remaining work can be re-booked under the rescheduling rules above.
Work already started
Once observation days or configuration review have begun, fees for completed phases are due. Partial refunds on the balance are assessed only for phases not started, documented in writing.
Purchased materials
If an engagement requires third-party extracts or room rentals billed through us, those pass-through costs are non-refundable once incurred.
Refund method and timing
Approved refunds are returned to the original payer by bank transfer within 14 business days of written approval. We do not issue cash refunds at the office.
How to request a refund or cancel
Email hello@wise-center.digital with your engagement reference, or call +81 3-3567-2100. Include the reason and preferred resolution (refund or reschedule). We confirm receipt within two business days.
Exceptions
Statutory rights under Japanese law that cannot be waived remain available. Engagement letters may state additional terms for multi-entity programs; where conflict exists, the signed engagement letter controls for that project.