Refund policy
What can and cannot be refunded, and how to request it.
Not yet issued
This document is a draft. It has not been reviewed by a lawyer, it is not yet in force, and it should not be relied on. Ask us for the current terms before engaging any service.
The important distinction
Investment losses are not refundable. If the value of your portfolio falls, that is market risk, not a service failure, and no refund arises. This policy covers fees charged by PortfolioHub, not the performance of your investments.
Management fees
Management fees are charged in advance each quarter on assets under management. If a mandate is terminated mid-quarter, the unused portion is refunded pro rata within (to be confirmed) working days of the final statement. (to be confirmed)
Onboarding and one-off charges
(to be confirmed)
Third-party costs
Brokerage, exchange transaction charges, statutory levies, custody fees and making charges on physical gold are paid to third parties and cannot be refunded by us once incurred.
Performance fees
(to be confirmed)
Mining allocations
(to be confirmed)
Physical gold
(to be confirmed)
How to request a refund
Write to (to be confirmed) with your client ID and the reason. We will acknowledge within (to be confirmed) and resolve within (to be confirmed).
If you disagree with the outcome
(to be confirmed)
Parts of this document are marked (to be confirmed). Those are details the firm has not settled yet, not terms being withheld. Ask us for anything you need before engaging a service, and treat nothing here as final until this notice is gone.