Refund Policy

Nothing in this policy removes statutory rights that cannot legally be excluded. A signed agreement, accepted order, approved written variation or other project-specific commercial document takes priority where it sets different cancellation or payment terms.

If you have prepaid for work that has not started and Oriential has not incurred approved non-recoverable costs or commitments for that work, you may request cancellation and a refund of the unused amount.

Once work has started, payments are not automatically refundable in full. On cancellation, Oriential may retain or invoice a reasonable amount for work properly completed up to the cancellation date and approved non-cancellable third-party costs or commitments.

Amounts already paid are credited against what is properly due. Any remaining prepaid amount not required for completed work, approved committed costs or an expressly agreed lawful cancellation charge will be returned or credited as appropriate.

Payments for completed and properly delivered custom work are normally non-refundable. A change of mind after delivery or approval does not by itself create a refund right. This does not remove any remedy required by applicable law where an agreed service was not properly supplied.

Where a project is divided into stages, a payment attributable to a completed stage is normally not refundable. An unused prepaid future stage may be refundable after any approved non-recoverable costs related to that stage are accounted for.

Website Care, Store Care, Booking & Listing Management, marketing support and other recurring services follow the cancellation and notice terms agreed for that service. Fees for a billing period in which services have already been provided are normally non-refundable. Future unused prepaid periods may be refundable unless a fixed term or other written commitment applies.

Domains, hosting, software, plugins, licences, stock assets, advertising spend, platform charges and other approved third-party costs are normally non-refundable to the extent the provider does not refund them to us. We will not treat an unauthorised third-party cost as approved where approval was required.

If Oriential ends a project without the termination being caused by your breach, we will account for work properly completed and approved non-recoverable costs. Any remaining prepaid amount attributable to work we will not provide will be returned where appropriate.

Most Oriential services are supplied to businesses. If you contract with us as a consumer, mandatory consumer law may give you additional rights, including cancellation rights that cannot be reduced by this policy. Consumer work should not rely on a business-only project agreement.

Email info@oriential.com with your name, business name where applicable, project or invoice reference, the service concerned and the reason for the request. We may ask for additional information needed to review the request.

Approved refunds are normally returned using the original payment route where possible. Any statutory deadline will apply. Otherwise we will initiate an approved refund promptly, but bank or payment-provider processing times are outside our control.

ORIENTIAL LTD
Company number 16609791
Registered in England and Wales
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: info@oriential.com