Refunds & cancellations

Scope

This policy covers paid engagements described on this site: Search App Analytics Reviews, Listing Search Diagnostics, Monthly Performance Briefings, and Team Walkthrough Sessions. It does not cover third-party software licences or products we do not sell.

Eligibility overview

Refunds depend on how far the engagement has progressed, whether a date was reserved, and whether deliverables were already prepared. Requests should be emailed to info@portalspring.click with your estimate reference and reason.

Timeframe to request

Contact us within 14 days of the event giving rise to the request (for example, a cancelled kickoff or a declined access grant). Later requests are considered only where Malaysian consumer law requires or where we agree in writing.

Full refund

A full refund of amounts paid is available if:

• We cancel the engagement for our own scheduling reasons and cannot offer a suitable alternative date; or
• Work has not started and you cancel more than 14 days before the agreed analysis start date or session date; or
• We cannot proceed because a material prerequisite we control fails after deposit

Partial refund

If you cancel between 14 and 5 days before the start date, we may retain up to 40% of the engagement fee to cover preparation already performed, and refund the remainder of amounts paid. If analysis or facilitation has begun, refunds are limited to fees for unfinished stages, decided case by case and confirmed in writing.

Non-refundable items

• Deposits after the analysis window has opened and credentials have been used to pull sample data
• Completed written briefs and completed walkthrough sessions
• Travel costs already incurred for an agreed on-site session (billed at cost)
• Third-party fees we advanced with your written approval

Work already started

Once we have begun reading your analytics sample or facilitating a session, that stage is considered delivered for refund purposes even if you later disagree with a finding. You may request a clarification pass as described in the engagement letter instead.

Purchased materials

Printed worksheets prepared for a walkthrough are included in the session fee. If a session is cancelled under a full-refund scenario before printing, no materials charge applies. After printing, materials cost may be deducted from any partial refund.

Deposits

Deposits secure calendar time. They are applied to the final invoice. Deposit refunds follow the full/partial rules above.

No-shows

If your team fails to attend a scheduled readout or walkthrough without at least 24 hours’ notice, that session fee is non-refundable. We may offer one reschedule at our discretion.

Rescheduling

You may reschedule once without penalty if you give at least 7 days’ notice and we have calendar space within 60 days. Further reschedules may incur a RM 350 administration fee.

Monthly briefings

Briefings invoice in advance. Cancel with 14 days’ notice before the next billing month for a stop without refund of the month already underway. Unused future months paid in advance are refundable minus any completed briefings.

Process & timing

1. Email info@portalspring.click with your request
2. We confirm eligibility within 5 business days
3. Approved refunds are processed within 14 business days to the original payment method where possible

Method

Refunds return to the original bank transfer or card channel used for payment. We do not issue cash refunds at the office.

Contact

Refund requests: info@portalspring.click · +60 4 0000 7630 · Office 6, 41 Example Road, George Town 00000.