Refunds, cancellations, and moved windows

Eligibility

Refunds apply to fees paid to Portal Pulse Base for a named study or sitting. They do not apply to travel you booked yourself, interpreter fees already paid to a third person, or time your own staff spent on the floor.

Timeframe

Ask in writing to info@portal-pulsebase.digital as soon as you know a window cannot run. We date the request from the working day we receive it, excluding Malaysian public holidays and weekends.

Full refund

If you cancel more than ten working days before day one of a visit window, the deposit is returned in full except for travel tickets we had already bought at your written request. If we cancel because we cannot staff the window, you receive a full refund of sums paid for that window, including the deposit.

Partial refund

If you cancel inside ten working days but before observation starts, we keep the deposit and refund any balance already paid. If observation has started but the briefing has not, we bill for days already sat and refund the unused remainder of the fee, less the deposit if the deposit is larger than those days.

Non-refundable items

A completed findings briefing is not refundable. A delivered brief is not refundable because the work has left the room. Interpreter invoices already settled are not refundable through us; reclaim those with the interpreter if their terms allow. Custom printed consent cards made for your site are not refundable once printed.

Process

Write to info@portal-pulsebase.digital with the study name, the planned dates, and whether you wish to cancel or to move the window. We confirm in writing what will be refunded. We do not take refund instructions by social chat.

Processing time and method

Approved refunds are paid within fourteen working days by the same method as the original payment where the bank allows, otherwise by Malaysian bank transfer to an account you name. We do not refund in cash at the estate office.

Contact for refund requests

info@portal-pulsebase.digital, +60378757875, or post to Teluk Kumbar, Sri Jaya Industrial Estate,Bayan Lepas,Pulau Pinang,11920,Malaysia.

Cancellation and rescheduling

You may ask once, at no extra fee, to move a window by up to thirty days if you give ten working days’ notice and we have chairs free. A second move is treated as a cancellation of the original slot and a new booking. We may move a window if a plant shutdown is announced after booking; that move is not a cancellation by you.

Deposits

Thirty percent holds the dates. It is applied to the final invoice if the study runs. It is kept if you cancel inside ten working days, as the people and the chairs were blocked.

No-shows

If the named host is absent on day one and no deputy is named in writing, we wait two hours, then treat the day as sat. Repeat absence without notice is a cancellation by you.

Work already started

Intake conversations and floor days already completed are charged. We will still deliver notes for days we sat, even if you later stop the window, unless you ask us in writing to destroy them — in which case those days remain payable and no brief is owed.

Purchased materials

We rarely buy materials. Consent cards printed for your site are billed at cost and are not returned for a refund. We do not sell kits or recordings.

Exceptions

If a death, a government order closing the site, or a flood at the estate makes the window impossible, we move the dates or refund sums paid for work not yet sat. We do not refund because you disliked a stall we wrote down. The brief is the record of the visit, not a promise the floor will please you.