Refund policy

What a plan buys

Starter, Team and Portfolio Office are subscriptions to the Portfolio Hub workspace, billed monthly or yearly. Each one opens the initiative register, the scoring model, the capacity plan and the stage gate packs up to the limits printed on the pricing page, and the whole period is unlocked the moment it is paid. The fee covers access for that period. How many initiatives you score or packs you build has no bearing on what is owed.

Every new account starts on a one-off demo with three initiatives, the full scoring model, the capacity plan and one stage gate pack. That is the place to decide whether the workspace suits your portfolio office, before any card is charged.

When you pay, you ask us to make the workspace available straight away and you accept that, once it is available, any statutory right to withdraw or cooling-off period that would otherwise apply no longer does.

Situations that do not lead to a refund

• Your organisation dropped the PMO initiative, changed tooling, or simply decided it no longer needs the workspace.
• The workspace sat unused for some or all of a paid month or year.
• A renewal went through and you meant to cancel before it, or you cancelled a few minutes after it.
• You picked Team when Starter would have done, chose yearly billing instead of monthly, or the other way round.
• A score, a capacity figure or a gate pack came out differently from what you expected, given the inputs you entered.
• You expected a function that the pricing page does not list, or expected a listed one to behave in some other way.
• The plan was taken to be a single payment. All plans renew automatically, which is shown at checkout, on the billing page and in the receipt.
• The unused remainder of a period after you cancel. Access lasts until that period ends and is not split by day.
• Colleagues or anyone else used the account with your sign-in details.
• A renewal that was collected only after earlier attempts failed. That period had already opened and was already due.

The three cases where we do refund

Each case has to be backed by the billing and account records described further down. A request those records do not support is declined.

You were charged twice

A fault in our billing took payment for the same plan and the same period more than once. The extra charge is returned.

A charge you never authorised

Your card was used for Portfolio Hub without your permission, you tell us within 14 days of the charge, and the records confirm it. The records decide the outcome, not the statement alone. We may ask you to confirm that you have reported the misuse to your card issuer.

The workspace did not work at all

A confirmed fault on our side left the workspace completely unusable for an unbroken stretch of time, you reported it to us while it was happening, and we could not fix it. Slow pages, a single tool misbehaving, or trouble with your own browser, network or spreadsheet files do not count.

An approved refund never exceeds what you actually paid for the affected period, goes back to the card that paid it, and is the full extent of our liability for that charge. One approved refund does not make the next one more likely.

Asking for a refund

Email support@portfoliohub.io from the address your account is registered to, within 14 days of the charge. Say which charge you mean and which of the three cases applies. Requests that arrive later, or from an address we cannot match to the account, are not considered. We handle requests in the order they come in and do not reopen ones that have been declined.

Disputing a charge with your bank without writing to us first breaches our terms, and the account is closed for good.

Cancelling and renewals

Cancel at any time from the billing page in your workspace, with no need to write to anyone. From that moment no further renewal is taken. The plan stays active until the end of the period already paid, after which the workspace returns to the demo and your initiatives, roles and packs remain in the account.

A plan renews on its own at the start of each new month or year, and the new period is due as soon as it opens. If a card payment is declined, your card issuer declined it and our payment provider tries again over the following days. Those retries collect the same open invoice and are not extra charges. Cancelling after a period has begun stops the renewals that follow it, not the payment for the period already running.

What we keep on record

For every subscription we keep the date and time of purchase, the plan, price and billing period shown at checkout, your acceptance of these terms, the receipt we sent, every renewal notice, and an activity log for the account: sign-ins, initiatives created and edited, scoring and capacity changes, and stage gate packs built, with the technical details recorded alongside each entry.

Our payment provider keeps its own record of each payment, including the country the card was issued in, where the payment came from and the result of any bank authentication such as 3D Secure. These records are what an unauthorised-charge claim is checked against, and they are what we send to a card issuer if a payment is disputed.

Earlier purchases

Plans bought before 14 October 2026 stay under the terms that were shown when they were bought.

Contact

Billing questions go to support@portfoliohub.io. See also our privacy policy.