Product walkthrough cancellation & refund policy

This policy covers Private Investor Plus quarterly product walkthroughs and separately purchased additional walkthrough sessions. A Product Specialist helps you use Palance and understand its reports, metrics and calculations over screen sharing. Submit product questions beforehand and receive a concise written recap of the topics covered afterwards. Advance access to your portfolio is not required.

What the session covers

Sessions provide product support and explanations of displayed information. They do not include personalised investment recommendations, an assessment of investment suitability, recommended trades or target allocations, tax advice, financial planning, investment management or trade execution. The written recap records product topics explained, not recommended investment actions. Questions requiring personal advice are outside the session’s scope; you may wish to consult an appropriately authorised adviser.

Included quarterly walkthrough

Plus includes one session of up to two hours per three-month subscription quarter, anchored to your billing cycle. The appointment date determines its quarter. Pending requests and confirmed appointments reserve that quarter’s walkthrough. Shorter sessions use the whole walkthrough; unused walkthroughs and time do not roll over or create a cash balance.

Cancellation and rescheduling

• With at least 48 hours’ notice, cancellation releases an included reservation to rebook within the same subscription quarter. Moving an appointment to another quarter requires an available walkthrough in that quarter and an eligible subscription.
• With at least 48 hours’ notice, a separately purchased walkthrough session can be rescheduled or refunded in full.
• With less notice, or if you miss the appointment, the session normally counts as used and a paid walkthrough session is normally non-refundable. Exceptions are considered individually. Contact the Product Specialist for late rescheduling; the current reservation remains held pending review.
• A separately purchased walkthrough session that has never been booked is refundable while unused.

If the Product Specialist cancels

Regardless of notice, we restore your included walkthrough as one replacement session of up to two hours. You can book it after the original subscription quarter ends, including after your membership ends, without using a later quarter’s walkthrough. This is a replacement for a cancelled service, not rollover of an unused allowance. A separately paid session becomes available to rebook, or you may request a full refund. Timely cancellation of a replacement session keeps it available; late cancellation follows the client notice rules above.

How to request a change or refund

Use Product walkthroughs to request a cancellation or reschedule. To request a refund or discuss an exception, email access@palance.co with your Palance request or purchase reference. Never send account passwords or payment-card details.

Refunds are reviewed and processed manually through Stripe; cancelling a calendar appointment does not automatically issue a refund. After timely cancellation, an unused paid purchase remains available to reschedule until a refund is processed. The Product Specialist reconciles the calendar and your Palance allowance. Standard calendar emails notify you of cancellations and rescheduling; Palance does not send duplicate booking emails.

Requests and confirmation

A calendar request is not a confirmed appointment. The Product Specialist checks the authenticated client, Palance request reference, appointment time, subscription allowance or verified additional-session purchase before confirming the booking. The same included walkthrough or paid purchase cannot be used for two appointments.

Subscription billing

Cancelling an appointment does not cancel your membership. Subscription cancellation stops renewal under the subscription terms; access continues through the applicable paid term. An unused included walkthrough does not create a subscription refund. This policy does not limit applicable consumer rights.