This Refund Policy explains how cancellations and refunds are handled for services supplied by ORIENTIAL LTD (“Oriential”, “we”, “us” or “our”).
Because our work is primarily custom professional work, refunds depend on how much work has already been completed, what costs have already been committed and the terms of the specific project or service agreement.
Nothing in this policy removes any statutory rights that cannot legally be excluded.
Free Services
No payment is required for services we specifically describe as free, such as a free review or free initial consultation.
Because no payment is taken, no refund applies.
Pred začetkom dela
If you have paid for a service but we have not started the work and have not incurred non-recoverable third-party costs or other specifically agreed commitments, you may request cancellation and a refund.
If the proposal or agreement clearly identifies a reservation, booking or commencement fee, its treatment will follow the terms agreed before payment and applicable law.
After Work Has Started
Once work has started, payments are not automatically refundable in full.
If a project is cancelled, we may deduct amounts reasonably attributable to:
- Work already completed
- Work already delivered
- Completed project stages or milestones
- Time already spent on the project
- Agreed work already in progress
- Non-recoverable third-party expenses
- Software, licences, assets or services purchased specifically for the project
- Other costs we have reasonably committed because of the project
If you have prepaid more than the amount properly due for work and costs already incurred, any remaining refundable balance will be returned where applicable.
Completed Work
Payments for completed and properly delivered work are normally non-refundable.
A change of mind after custom work has been completed, delivered or approved does not by itself create a right to a refund.
This does not affect any legal rights you may have if services were not supplied with the standard required by applicable law.
Staged Projects
Some projects are divided into stages with separate payments.
Unless otherwise agreed:
- A payment relating to a completed stage is not normally refundable.
- Work on a later stage may be paused if the required payment has not been received.
- If a future prepaid stage has not started, the unused amount may be refundable after deducting any non-recoverable costs connected with that stage.
The project proposal or agreement may contain more specific milestone and payment terms. Those specific terms take priority where they conflict with this general policy.
Spremembe obsega dela
A request to change the agreed scope does not automatically create a right to a refund.
If the requested change adds work, complexity or third-party cost, we may provide a revised price or additional proposal before carrying out that work.
If removing part of the scope materially reduces work that has not yet started, we may agree an appropriate adjustment.
Ongoing and Monthly Services
For website management, marketing, ongoing support or other recurring services, cancellation follows the specific agreement made with the client.
Unless another arrangement has been agreed, cancellation takes effect at the end of the current paid billing period provided we receive the cancellation before the next payment or invoice becomes due.
Fees relating to work already carried out during the current billing period are normally non-refundable.
Prepaid future periods that have not begun may be refundable unless the client has entered into a specific fixed-term or annual commitment.
Late Payment, Suspension and Termination
Failure to make an agreed payment on time does not create a right to a refund.
If a project or ongoing service is suspended or terminated because of non-payment, amounts already paid will be applied to work already completed, services already provided, reserved project capacity where contractually applicable, and authorised non-recoverable costs.
If the amount properly due for completed work, services or costs exceeds the amount already paid, the remaining balance continues to be payable.
Termination because of non-payment does not remove the client’s responsibility for outstanding invoices, applicable late-payment interest or legally recoverable debt-recovery costs.
Any refund that may otherwise be due will first be reduced by amounts properly owed to Oriential under the applicable agreement.
Third-Party Costs
Third-party expenses that have already been incurred or committed for your project are normally non-refundable to the extent that the third party does not refund them to us.
Examples may include:
- Domains
- Hosting
- Software
- Plugins
- Fonts
- Stock assets
- Paid advertising
- External services
- Licences
- Platform charges
We will not charge you for third-party costs that were not authorised where authorisation was required.
If Oriential Cancels a Project
If we end a project without the cancellation being caused by your breach of the agreement, we will account for:
- Work already completed
- Work already delivered
- Agreed non-recoverable costs
Any remaining prepaid amount attributable to work we will not provide will be refunded where appropriate.
Consumer Cancellation Rights
Most Oriential services are supplied to businesses.
However, if you enter into a contract with us as a consumer rather than for business purposes, mandatory consumer laws may give you additional cancellation rights.
Where UK consumer distance-contract rules apply, you may generally have the right to cancel a service contract within 14 days of entering into it.
If you specifically ask us to begin the service during that cancellation period and later cancel, you may be required to pay a proportionate amount for the work already supplied.
If the service has been fully performed during the cancellation period after the legally required request, consent and acknowledgement, your statutory cancellation right may end once performance is complete.
Nothing in this Refund Policy limits statutory consumer rights that cannot legally be excluded.
Quality or Delivery Problems
If you believe we have failed to provide an agreed service, contact us as soon as possible.
We will first try to resolve the problem through correction, completion or another reasonable solution where appropriate.
Where we cannot provide an agreed part of a paid service, an appropriate refund or adjustment may be made for the affected part.
How to Request a Cancellation or Refund
Send your request to:
Include:
- Your name
- Business name where applicable
- Invoice or project reference
- The service concerned
- The reason for your request
We may ask for additional information where needed to review the request.
Refund Processing
Approved refunds will normally be returned using the original payment method where possible.
Where a statutory refund deadline applies, we will process the refund within that required period.
For other refunds, we aim to initiate approved refunds promptly. The time it takes for the amount to appear in your account may depend on your bank or payment provider.
Payment Disputes
If you believe a payment is incorrect, please contact us first at info@oriential.com so we can investigate and try to resolve the issue.
Nothing in this section prevents you from exercising rights available through your bank, payment provider or applicable law.
Project-Specific Agreements
This Refund Policy provides Oriential’s general approach.
A signed contract, accepted proposal, statement of work, checkout agreement or other project-specific agreement may contain additional or different cancellation and payment terms.
Where there is a conflict, the specific agreement governing that project will take priority, subject to applicable law.
Kontakt
ORIENTIAL LTD
Company number: 16609791
Registered in England and Wales
128 City Road
London
United Kingdom
EC1V 2NX
Email: info@oriential.com