Refund & Cancellation Policy
When you get money back, when you do not, and how to cancel. Written plainly so there is nothing to argue about later.
Last updated
Subscriptions
- Cancel at any time from your account or by emailing us. Cancellation takes effect at the end of the current billing period.
- Monthly plans: no refund for the month in progress; service continues until the period ends.
- Annual plans: cancel within 14 days of the first payment for a full refund, provided no data migration or onboarding has been delivered. After 14 days, annual fees are non-refundable but we will not charge the following year.
- If we materially fail to meet the Service Level Agreement over a sustained period and cannot remedy it within 30 days of written notice, you may terminate and receive a pro-rata refund of the unused term.
- Where an annual discount was applied and you terminate early for convenience, the discount is recalculated at monthly rates for the period used.
Setup, migration and onboarding fees
Setup, data migration and training are delivered as work, not as a licence. Once that work has begun, the corresponding fee is non-refundable in proportion to what has been delivered.
Custom projects
- Deposits secure team capacity and are non-refundable once we have scheduled the work, because that capacity is then unavailable to others.
- You may terminate a project for convenience with 30 days' written notice. You pay for work completed and work in progress to the termination date; we deliver everything produced up to that point.
- If we terminate for convenience, we refund fees for work not yet performed.
- Milestone payments already invoiced for accepted deliverables are non-refundable.
Template purchases
Templates are delivered as downloadable source code. Because the product is delivered in full immediately and cannot be returned, template purchases are non-refundable once the download has been accessed.
If the download fails or the files are materially not as described, contact us within 14 days and we will fix it or refund in full.
How refunds are paid
Approved refunds are returned to the original payment method within 7 to 10 business days of approval. Your bank may take longer to post it.
Refunds are made net of any payment-gateway fee that is not returned to us, and net of applicable taxes already remitted.
To request a refund, email hello@orus-studio.com with your invoice number and the reason.
Chargebacks
Please contact us before raising a chargeback. We would rather resolve it directly, and we will. Where a chargeback is raised without prior contact, we reserve the right to suspend the service pending resolution.