Refund and cancellation policy
Last updated: 1 June 2026
Scope
This policy applies to professional engagements offered by Portal Cypress Core Ltd, including Feature Adoption Assessments, Onboarding Path Reviews, Release Adoption Briefs, and Adoption Working Sessions. It does not cover physical goods retail or software subscriptions, which we do not sell.
Deposits and payment
Engagements may require a deposit stated in the estimate. Deposits secure calendar time and preparation. Final invoices are due as specified in the statement of work.
Cancellation by the client
- More than fourteen days before the agreed start date: full refund of fees paid, minus any non-recoverable third-party costs disclosed in writing.
- Seven to fourteen days before start: fifty percent refund of fees paid for the engagement, unless otherwise agreed.
- Fewer than seven days before start, or after work has started: fees for work already performed and preparation time are non-refundable; remaining prepaid amounts may be credited toward a rescheduled date within three months at our discretion.
Rescheduling
You may request one reschedule without charge if notice is given at least seven days before the start date and a mutually available slot exists within three months. Further reschedules may incur a reasonable administration fee.
No-shows
If key client attendees miss a booked working session without twenty-four hours’ notice, the session fee is payable in full. We will offer one courtesy rebooking where diaries allow.
Work already started
Once kick-off interviews, evidence review, or facilitation has begun, refunds are limited to unused portions of the engagement after deducting time already spent at the rates implied by the estimate. Completed deliverables already issued are non-refundable.
Materials and access
Costs for materials we purchase specifically for your engagement with prior written approval are non-refundable once ordered. Client-provided data access that is withdrawn mid-engagement may reduce deliverable scope without automatic refund.
Cancellation by us
If we must cancel for reasons within our control, you may choose a full refund of amounts paid for the cancelled engagement or a transfer to a new date.
Refund method and timing
Approved refunds are returned to the original payment method within fourteen working days of written approval. Bank processing times may vary.
How to request a refund
Email contact@portal-cypresscore.click with your organisation name, engagement type, invoice or estimate reference, and reason. You may also call 0131445915. Postal correspondence: Roseneath Place, Edinburgh, Midlothian, EH9 1JD, United Kingdom.
Exceptions
Statutory rights that cannot be excluded under United Kingdom law remain unaffected. Custom terms in a signed statement of work take precedence where they expressly vary this policy.