This policy covers fees for PortalBrook Software Consulting engagements: fractional CTO advisory retainers, engineering process diagnoses, delivery cadence coaching packages, and related on-site days. It does not cover products we do not sell (software licences, physical goods, or marketplace subscriptions).
Eligibility overview
Refunds depend on engagement type, notice given, and whether work has started. “Work started” includes scheduled interviews, document review, or delivered session notes.
Discovery conversations
Introductory discovery calls are free. No payment means no refund applies.
Deposits on fixed-fee diagnoses and packages
- Full refund of the deposit if you cancel in writing at least 14 days before the agreed start date and no preparation work has begun.
- Partial refund (50%) if you cancel between 7 and 13 days before start, provided interviews have not been held.
- Non-refundable within 6 days of start, or after interviews or artefact review have begun, except where Australian Consumer Law requires otherwise.
Retainers (fractional CTO advisory)
Monthly retainers are invoiced in advance. Cancel with 14 days’ written notice before the next billing date to avoid the following month’s charge. Partial months already underway are not prorated unless we mutually agree to pause for documented reasons (for example, prolonged client unavailability we cannot reschedule).
Rescheduling
You may reschedule sessions once per month without fee when at least 48 hours’ notice is given. Later cancellations may forfeit that session slot within a package. Repeated no-shows (two or more without notice) allow us to convert remaining prepaid time to a credit usable within 90 days or to end the engagement with a partial refund of unused prepaid fees minus time already delivered.
Work already started
Time already spent on preparation, interviews, facilitation, or written deliverables is charged at the agreed rate and deducted from any refund. Purchased third-party materials (for example, venue hire arranged at your request) are non-refundable once committed.
Processing time and method
Approved refunds are processed within 14 business days to the original payment method. Bank processing times may add several days.
How to request a refund
Email contact@portalbrook.click with your invoice number, engagement name, and reason. We confirm eligibility in writing.
Exceptions
If PortalBrook cancels an engagement for reasons other than client breach, you receive a full refund of prepaid unused fees or the option to reschedule. Statutory rights under the Australian Consumer Law are not excluded where they apply.