Legal
Refunds & cancellations
Refund eligibility for Portal Valley consulting engagements — discovery, retainers, workshops, and reviews.
Scope
This policy applies to consulting fees for discovery advisory, build guidance retainers, team workshops, and risk & readiness reviews. This site does not sell physical products or software licences.
Cooling-off and eligibility
Because engagements are professional services tailored to your organisation, fees are generally non-refundable once work has started, except where required by Australian Consumer Law or as stated below.
Deposits
Discovery and readiness reviews typically require a 40% deposit. Deposits are refundable in full if we cancel. If you cancel more than ten business days before the agreed start date, we refund the deposit minus an administrative fee of AUD 250. Cancellations within ten business days forfeit the deposit unless we rebook another client into the same window.
Work already started
Once interviews, document review, or facilitation has begun, fees for completed portions are due. Unused prepaid amounts for work not started may be credited toward a rescheduled engagement within three months, at our discretion.
Workshops
Workshop fees paid in advance are refundable at 100% if you cancel at least seven days before the session, or if we cancel. Later cancellations may receive a 50% credit toward a future workshop within three months. No-shows without notice are non-refundable.
Retainers
Monthly build guidance retainers invoice in advance. You may cancel with fourteen days’ notice before the next billing date. The current month is non-refundable once office hours have been offered or used. Unused hours do not roll over unless agreed in writing.
Rescheduling
We allow one courtesy reschedule for discovery kickoffs and workshops when notice is at least five business days. Further reschedules may incur a fee reflecting facilitator hold time.
Materials
Printed or custom workshop materials prepared for your session are non-refundable once produced. Digital copies of deliverables already issued remain yours under the engagement terms; fees for those deliverables are not refunded.
Refund method and timing
Approved refunds are returned to the original payment method within fourteen business days of approval. Provide invoice number and account confirmation to contact@portalvalley.click or +61 3 0000 1960.
Exceptions
Nothing in this policy limits non-excludable rights under Australian Consumer Law. If a service fails to meet a consumer guarantee, remedies may include repair, replacement, or refund as appropriate to consulting services.