Engagement terms
Refunds, cancellations and rescheduling
How fees are handled when plans change before or during a scholarship financial need evaluation.
Effective 15 August 2026
Before work starts
An individual evaluation cancelled before document review begins is eligible for a full refund, less any clearly disclosed bank charge. For cohort work, a 30% capacity deposit is normally required. It is fully refundable if cancellation reaches us at least five working days before the reserved start date.
After work has begun
When review work has started, the client pays for work completed up to cancellation. The unused balance is refunded. Time spent receiving and organising records, calibrating criteria, reviewing evidence or preparing questions counts as work completed. Completed reports and already delivered committee sessions are non-refundable.
Purchased materials or third-party translation costs authorised for the engagement are non-refundable once committed.
Rescheduling and missed meetings
One reschedule requested at least two working days in advance carries no fee, subject to availability. A consultation cancelled later or missed without notice may be charged at the agreed session rate. We do not describe an applicant’s failure to answer a clarification request as a “no-show”; the report will instead record the unresolved evidence.
Service concerns
Tell us within seven calendar days after delivery if the report does not match the agreed scope or contains a factual processing error. We will first correct qualifying work without charge. If we cannot remedy a material failure, a partial or full refund may be appropriate according to the affected part of the engagement.
A changed scholarship decision, disagreement with a properly reasoned finding, or incomplete source records does not by itself qualify for a refund.
Processing a refund
Send the engagement reference and reason to info@catalog-servicehub.digital. We acknowledge requests within two working days and aim to decide them within five. Approved refunds are made to the original payment method, normally within 7–10 working days; banking delays can extend that period.
South African consumer law and any rights that cannot lawfully be excluded continue to apply.