Refund and cancellation policy
How deposits, cancellations, rescheduling, and refunds work for Portal Springbase engagements such as dashboard commissions, reviews, health checks, and workshops.
Scope
This policy applies to professional services booked with Portal Springbase. This website does not process payments. Fees, deposits, and invoices are handled under a written engagement letter or workshop booking confirmation.
Eligibility for refunds
Refunds are available when we cancel an engagement for reasons within our control and cannot offer a suitable alternative date, or when a deposit is paid for work that has not started and you cancel within the cooling window stated below. Refunds are not available for completed deliverables accepted in writing.
Timeframe
Written cancellation or refund requests should be sent to info@portal-springbase.click within 14 days of the event that triggers the request (for example, our cancellation notice or your decision to withdraw before work starts). We confirm receipt within five business days.
Deposits
Dashboard builds and larger reviews typically require a deposit to reserve discovery dates. Deposits become non-refundable once discovery workshops or feed inventory work has begun, except where we are unable to perform the agreed work.
Full and partial refunds
- Full refund — deposit or prepaid fee when we cancel without a mutually agreed alternative, or when you cancel before any discovery or workshop preparation has started and within three business days of payment confirmation.
- Partial refund — if you cancel after discovery has started but before prototype delivery, we may refund unused later milestones after deducting time already worked at the rates in the engagement letter.
Non-refundable items
Completed workshop sessions, delivered review packs, accepted prototype milestones, and third-party costs already incurred with your written approval (such as specialised venue hire for an on-site workshop) are non-refundable.
Work already started
Time spent on floor walks, feed mapping, interviews, analysis, and chart drafting is billable. Stopping mid-engagement does not erase fees for work already performed.
Purchased materials
Printed exercise sheets and take-home reference cards prepared for a confirmed workshop are non-refundable once printed for your session. Digital copies of your deliverables remain available under the engagement terms.
Cancellation and rescheduling
Workshop seats may be rescheduled once without charge if you give at least seven days’ notice. Later changes may incur a rescheduling fee of 20% of the session fee. Dashboard discovery dates rescheduled with less than five business days’ notice may forfeit the reserved discovery block fee stated in the engagement letter.
No-shows
If confirmed workshop participants do not attend and no prior notice is given, the session fee is due in full. For scope calls booked after a deposit, repeated no-shows may close the booking without refund of the deposit portion allocated to scheduling.
Refund process and method
Approved refunds are returned by the same method used for payment where possible, or by bank transfer to the account named on the invoice. Processing typically takes 10–15 business days after approval.
Exceptions
Statutory rights under Hong Kong law that cannot be waived remain available. Engagement letters may set additional project-specific terms; where they conflict with this page on fees for that project, the engagement letter controls.
Contact for refund requests
Email info@portal-springbase.click with your invoice number, engagement name, and reason. Postal address: Chai Wan Ind City, Chai Wan, Hong Kong. Phone: +85228988940.