Refunds and cancellations

Eligibility

Refunds apply to fees paid for scoped engagements that are cancelled under the conditions below. Informational website browsing incurs no charge.

Deposits

Many engagements require a deposit (typically 30–50% of the agreed fee) to reserve analyst time and workshop dates. The deposit amount is stated in the engagement letter.

Cancellation by the client

• More than 14 days before the agreed start date: full refund of fees paid, less any non-recoverable third-party costs already incurred with your approval.
• 7–14 days before start: 50% of the deposit may be retained for reserved capacity.
• Fewer than 7 days before start, or after extract handoff has begun: deposit is non-refundable; work completed to date is invoiced on a day-rate basis.

Rescheduling

One reschedule with at least 7 days’ notice is usually accepted without fee. Later or repeated moves may incur a rescheduling charge up to one analyst day (HKD 9,800).

Work already started

Once validation of claims extracts has started, fees for completed stages are payable. Unused future stages may be refunded or credited as agreed in writing.

Workshops and no-shows

Workshop fees are refundable if cancelled more than 7 days ahead. Same-week cancellations or no-shows forfeit the session fee; materials already prepared may still be delivered at our discretion.

Non-refundable items

Approved disbursements (for example certified translation, courier of sealed media, or venue hire you requested) are non-refundable once purchased. Completed board packs and briefs that you have accepted in writing are not refundable.

Refund process and timing

Email info@filehorizonbase.click with the engagement reference and reason. Approved refunds are processed within 14 business days to the original payment method where practicable.

Exceptions

If Filehorizonbase cancels for reasons other than client breach or force majeure, you may choose a full refund of amounts paid for undelivered work or a rescheduled date at no extra fee.