Legal
Refund & cancellation policy
How deposits, cancellations, rescheduling, and refunds work for Portalhorizon listening audits and briefings.
Scope
This policy applies to paid engagements with Portalhorizon: Full Listening Analytics Audits, Playlist Discovery Reviews, Retention Cohort Briefings, and related scoped reviews. It does not cover third-party software licences or products we do not sell.
Deposit
A 40% deposit confirms your calendar hold. Deposits are credited toward the final fee. The remaining balance is due when the written brief is delivered.
Full refund eligibility
You may receive a full refund of amounts paid if:
- We cancel the engagement for reasons within our control before intake begins, or
- We materially fail to deliver the agreed brief and cannot remedy within a reasonable time after notice
Partial refunds
If you cancel after intake but before analysis begins, we refund amounts paid minus an administrative fee of MYR 450 or 15% of the deposit (whichever is higher) for scheduling and checklist work already completed.
If analysis has started, fees for time already spent — documented in half-day increments — are non-refundable. Any unused balance of the deposit may be refunded.
Non-refundable items
- Completed walkthrough calls
- Final written briefs already delivered
- Third-party costs expressly approved by you in writing (for example, specialised transcription) once incurred
- Administrative fees described above
Timeframe to request a refund
Submit refund requests in writing to info@portalhorizon.click within 14 days of the event giving rise to the request (cancellation confirmation, missed delivery date, or similar). Include your engagement reference and reason.
Process & timing
We confirm receipt within three business days, review eligibility, and process approved refunds within 14 business days to the original payment method where possible. Bank processing times may add several days.
Cancellation & rescheduling
You may reschedule once without fee if you give at least five business days’ notice before the intake call. Later reschedules may forfeit part of the deposit if we cannot rebook the reserved analyst window. We may reschedule for illness or data-access failures and will offer the next available dates.
No-shows
If you miss the intake or delivery walkthrough without 24 hours’ notice, that session is treated as delivered for scheduling purposes. A replacement session may be booked at our standard half-day rate.
Work already started & materials
Once data reading has begun, work product remains ours until the balance is paid; upon payment, usage rights follow the engagement letter. Client-supplied exports remain the client’s property; we delete working copies according to our privacy retention rules after the engagement closes.
Exceptions
Force majeure events (severe outage, natural disaster, or lawful restriction on data transfer) may pause timelines without penalty to either party. If pause exceeds 60 days, either party may cancel with a partial refund reflecting unfinished work.
Contact for refund requests
info@portalhorizon.click · +60 7 0000 3070 · Office 7, 34 Placeholder Street, Johor Bahru 00000