Legal
Refunds, deposits, and cancellations
These rules apply to professional application-audit work described on this site. We do not sell goods, software licences, or dashboard subscriptions, so those models are not covered here.
When a refund can arise
Fees are for time and judgement under an engagement letter. A refund is considered only against amounts you have already paid to IndexPortal Hub Advisory for that letter. Informal emails and scoping calls are not paid work unless the letter says otherwise.
Eligibility and timeframe
Write to enquiries@indexportal-hub.digital within fourteen days of the event you rely on (cancellation, alleged non-start, or a fee you believe was collected in error). Requests after that window are considered only where Malaysian law requires it or where we agree in writing. Quote the engagement letter date and the addressee.
Deposit
Letters usually name a deposit before fieldwork. The deposit holds the planned window and covers opening work: the request list, conflict checks, and planning. If you cancel before we have sent the request list and before any planned fieldwork day, we refund the deposit minus a planning charge stated in the letter, or RM 1,500 if the letter is silent, whichever the letter specifies.
Full refund
A full refund of sums paid is due if we cancel the engagement for our own staffing reasons before fieldwork starts, or if we collected a payment in error. A full refund is also due if we cannot obtain the access described in the letter for reasons that are ours, not yours, and we therefore cannot perform the work.
Partial refund
If you cancel after the request list has gone out, or after we have reviewed extracts, we bill time already spent at the rates in the letter and refund the unused remainder of the deposit or interim invoice. If a draft report has been issued, fees for work to that date are earned; only unbilled unused retainers are returned.
Non-refundable items
Time already spent on scoping after the letter is signed, on fieldwork, and on drafting is not refundable. Third-party costs we incur with your written approval — for example a supervised data-room fee or a certified extract — are not refundable once incurred. The findings discussion, once held, is earned time.
Work already started
Opening a request list, reading extracts, interviewing operators, or sampling a period counts as work started. At that point the engagement is no longer a reserved diary slot; it is a file. Refunds are then limited to unused amounts after earned time and approved disbursements.
Cancellation by you
Give written notice to enquiries@indexportal-hub.digital. Five clear working days’ notice before the first fieldwork day allows us to treat the matter as a deposit case above. Shorter notice is treated as work started if we had already prepared for that day.
Rescheduling
One reschedule of the fieldwork window is allowed without charge if you give five clear working days’ notice and the new dates fall within eight weeks of the original window. Further changes, or changes inside five days, may be billed as a wasted-day charge named in the letter.
No-shows
If the agreed walkthrough or on-site day in Klang (or the agreed video session) does not take place because your side does not attend and has not rescheduled in time, that day is billable. It is not a refund event.
Process and timing
We acknowledge a refund request within five working days. We say whether the request is accepted, partly accepted, or declined, and why. Accepted refunds are paid within fourteen working days of that decision, by the same method you used to pay us unless you ask for a Malaysian bank transfer to the account named on your invoice.
Refund method
We do not refund in cash at the office. We do not refund onto a card that is not the original payer without a written instruction from the addressee on the letter.
Exceptions
If the letter sets different deposit, notice, or wasted-day terms, the letter wins. Statutory rights you have under Malaysian law are not limited by this page where that law does not allow limitation.
Contact for refund requests
IndexPortal Hub Advisory, 3095 Jln Goh Hock Huat, Kampung Sungai Pinang, Klang, Selangor, 41400. enquiries@indexportal-hub.digital. +60 033343-1043.