This Policy sets out how deposits, cancellations, invalidated-batch credits, and Certificate-of-Analysis reissues are handled. It supplements the Testing Services Terms & Conditions (LEG-002).
For custom method development, stability studies of six months or longer, and single-engagement values above HKD 40,000, ALS may require a deposit of 30 – 50 % on quotation acceptance. Deposits are held on account and applied against the final invoice.
| When cancelled | Charge |
|---|---|
| Before sample receipt | Nil, less any third-party pass-through costs already incurred |
| After sample receipt, before analysis start | 20 % of quoted fee, plus disposal |
| After analysis start, before instrument time | 50 % of quoted fee |
| After instrument time booked | 100 % of quoted fee for the affected pull-point / batch |
| Stability study — mid-study termination | All completed pull-points plus 30 % of remaining pull-points |
Where a ALS internal-QC failure invalidates a batch (out-of-control system-suitability, calibration failure, blank contamination), ALS re-runs the batch at no cost and credits any expedited-turnaround surcharge affected. Re-analysis triggered by Client-caused issues (insufficient sample, incorrect matrix declaration, mislabelled aliquot) is charged at the standard rate.
Refunds are processed to the original payment method within 15 business days of approval. Bank charges levied by the receiving institution are for the Client’s account. Currency conversion, where applicable, is at the mid-market rate on the date of processing.
Disputes about a charge or a refusal to refund are escalated first to the Operations Director (priyanka.menon@als-analytical.hk) and, failing resolution within 15 days, handled under the Complaints & Appeals Policy (QMS-045).