Refund Policy

Last updated: August 1, 2026

This Refund Policy applies to analytics engagements provided by Portalflowcore Analytics Co., Ltd. ("Portalflowcore," "we," "us"). It does not cover third-party products or services.

1. Deposit and payment structure

Fixed-scope engagements require a 40% deposit before work begins, with the remaining balance due upon delivery of the final report package. Monthly retainer engagements (Agent Coaching Reports, Monthly Operations Briefings) are invoiced on the first business day of each month.

2. Cancellation by client before work begins

If you cancel an engagement after paying the deposit but before we begin data analysis, we will refund the deposit minus a 10% administrative fee to cover scoping time and document preparation. Cancellation must be submitted in writing to contact@portalflowcore.click.

3. Cancellation after work has started

Once data validation is complete and analysis has begun, the deposit is non-refundable. If you cancel mid-engagement, you will be invoiced for work completed to date based on the milestones defined in your engagement letter. Any prepaid amount exceeding completed work will be refunded within 14 business days.

4. Cancellation by Portalflowcore

We may cancel an engagement if the client fails to provide required data exports within 30 days of the agreed intake date, or if data quality issues cannot be resolved after two revision attempts. In such cases, we refund any unused portion of the deposit or prepaid retainer.

5. Rescheduling readout sessions

Readout sessions may be rescheduled with at least 48 hours notice at no charge. Sessions cancelled with less than 48 hours notice count as delivered. We allow one free reschedule per engagement; additional reschedules may incur a 500,000 VND rebooking fee.

6. Retainer cancellation

Monthly retainer engagements require 30 days written notice to cancel. The current month's fee is non-refundable once the reporting period has begun and data intake is complete. Future months are not charged after the notice period.

7. Non-refundable items

• Completed analysis work and delivered report packages.
• On-site travel expenses already incurred for engagements outside Ho Chi Minh City.
• Rush delivery fees for engagements completed within an expedited timeline.
• Scoping and data validation work performed before a cancellation.

8. Dissatisfaction with deliverables

If you believe a delivered report does not match the agreed scope, notify us within 14 days of delivery. We will review the concern against the signed scope document and, where warranted, revise the deliverable at no additional charge. Revisions address scope alignment, not differences in analytical conclusions.

9. No-shows

Clients who miss a scheduled scoping call or readout session without notice forfeit that session. We will offer one rescheduled session; further missed sessions are treated as delivered.

10. Refund processing

Approved refunds are processed via bank transfer to the original payer's account within 14 business days. Refund amounts are in Vietnamese Dong. Bank transfer fees are deducted from the refund amount where applicable.

11. Deposits for materials or third-party costs

Our engagements do not involve physical materials or third-party product purchases. If a future engagement includes pass-through costs (such as specialized data processing), those costs will be listed separately in the engagement letter with their own refund terms.

12. Exceptions

Force majeure events — including natural disasters, government restrictions, or infrastructure failures — may justify pausing an engagement without penalty. Affected timelines will be renegotiated in good faith. Neither party is entitled to damages for delays caused by force majeure.

13. Contact for refund requests

Email: contact@portalflowcore.click
Phone: +84854122974-0854123155
Address: 1425-1427,AreaMyToan2,TanPhong,TanPhong,HoChiMinhCity,Vietnam