Refunds and cancellations
This policy applies to professional engagements offered by Filehorizonhub, including retention analysis, workforce dashboard design, people metrics audits, and manager retention briefings.
Eligibility
Fees paid toward an agreed engagement may be refunded in whole or in part when cancellation meets the conditions below. Informational website content is free and not refundable.
Timeframe
Cancellation requests must be sent in writing to info@filehorizonhub.click. The received timestamp in Hong Kong time determines which refund tier applies.
Full refund
A full refund of deposits or prepaid fees is available if you cancel more than fourteen days before the agreed analysis start date and before any client extracts have been ingested for work.
Partial refund
If you cancel between seven and fourteen days before the analysis start date, we refund fifty percent of prepaid fees after deducting discovery time already delivered. Cancellations inside seven days are generally non-refundable once preparation has begun.
Non-refundable items
- Completed workshop days already delivered
- Final written briefs already issued
- Third-party room hire booked at your request and non-recoverable
- Work already started on coding exit comments or building agreed chart sets
Deposits
Engagements typically require a deposit to reserve analyst time. The deposit is applied to the final invoice. Unused deposit amounts follow the refund rules above.
Rescheduling
You may reschedule a workshop once without charge if notice is given at least seven days in advance. Later reschedules may incur a rescheduling fee reflecting facilitator and room commitments.
No-shows
If key stakeholders do not attend a booked workshop without prior notice, the workshop fee remains payable and is not refundable.
Work already started
When analysis or drafting has begun, fees reflect time spent. We will provide a statement of work completed and refund any unused prepaid balance where the engagement agreement allows.
Refund process and timing
Approved refunds are processed to the original payment method within fourteen business days of written approval. Bank processing times may add several days.
Refund method
Refunds return to the account or card used for payment unless we agree an alternative in writing for bank-transfer invoices.
How to request a refund
Email info@filehorizonhub.click with your organisation name, engagement title, payment reference, and reason for the request. You may also call +85223158315 or write to Lucky Horse Ind Bldg, Yau Tsim Mong District, Hong Kong.
Exceptions
If Filehorizonhub cancels an engagement for reasons within our control, you may choose a full refund of prepaid unused fees or a rescheduled date at no extra charge.