Refund and cancellation policy

Scope

This policy applies to advisory services we sell by written confirmation: claim-path audits, policy-rule enforcement testing, duplicate and split-claim examinations, card-feed reconciliation walkthroughs, delegate and proxy reviews, and briefing sessions tied to those services. This site does not sell products, software licences, subscriptions, or physical goods, and does not process checkout payments.

Eligibility

Refunds apply to fees paid for a confirmed engagement when cancellation or scope reduction meets the conditions below. Deposits and prepaid retainers are handled as described in the Deposits section.

Timeframe to request

Request a refund or cancellation in writing to hello@queryportal-hub.digital within 14 days of the issue arising, or before the next scheduled walkthrough if earlier. Include the confirmation date, service name, and reason.

Full refunds

A full refund of fees paid for an unused engagement is available if you cancel at least 7 full business days before the agreed start date and we have not begun substantive work (sample selection, platform walkthrough, drafting of trail notes, or facilitation preparation).

Partial refunds

If work has started—such as claim sampling, rule testing, or partial trail writing—we refund the unused portion after deducting fees for completed work at the rates in the confirmation. If more than half the scoped deliverable is complete, partial refunds are assessed case by case and may be limited to unused days.

Non-refundable items

• Completed deliverables already delivered (final trail packs, examination memos, walkthrough notes)
• Sessions already held (briefings, owner walkthroughs)
• Third-party costs you approved in writing (for example, specialist transcription) once incurred
• Work already started on a sample that cannot be unused once access logs and extracts have been reviewed

Cancellation and rescheduling

You may reschedule a walkthrough or briefing once at no charge with at least 5 business days’ notice. Later changes may forfeit the session fee or require a reschedule fee stated in the confirmation. We may reschedule for illness or force majeure and will offer a new date promptly.

Deposits

Some engagements require a deposit to reserve dates and to confirm read-only access windows. Deposits are applied to the final fee. Unused deposits are refundable under the full-refund timing above; after work begins they are applied to completed work first.

No-shows

If your named owners do not attend a scheduled walkthrough without timely notice, that session is treated as delivered and is not refundable. We can book a replacement session at the then-current rate if capacity allows.

Work already started

Trail drafts, sample lists, and notes produced before cancellation remain billable for the time spent. We do not purchase materials for resale; if a confirmation ever includes a client-approved third-party cost, that cost is non-refundable once incurred.

Refund process, timing, and method

Approved refunds are processed within 14 business days of written approval. Refunds return to the original payment method when possible; otherwise we arrange bank transfer to a Malaysian account you nominate. Processing time with banks may add several days.

How to contact us

Refund and cancellation requests: hello@queryportal-hub.digital, +60 3-2078 3561 / 3597, or by post to Suite 47.01, Kuala Lumpur, Wilayah Persekutuan, 50450, Malaysia.