Refund Policy

We aim to deliver excellent work and clear communication. This policy explains when refunds may apply, how they’re calculated, and how to request one.

Last updated: 16 October 2025

Scope

This policy applies to projects and retainers delivered by Oriol Infotech Solutions for multimedia presentations, motion assets, and digital marketing services. Any project-specific terms in a proposal or Statement of Work (“SOW”) will control if they conflict with this policy.

Eligibility & typical scenarios

• Before kickoff: If you cancel before the scheduled discovery/kickoff session, we refund any advance payment minus non-recoverable processing fees (if any).
• After discovery, before first draft: We refund the unused portion of fees after deducting time spent on discovery, planning, and any assets already produced.
• After first draft/proofs delivered: Refunds are typically partial and account for delivered work, booked resources, and revision rounds consumed.
• Retainers: For monthly retainers, unused future months can be canceled with written notice per the SOW; the current month is non-refundable once work has begun.

Non-refundable items

• Third-party costs already incurred (e.g., stock media, fonts/licenses, paid tools, ad spend).
• Rush/expedite fees once resources are allocated.
• Completed milestones or accepted deliverables.

Quality concerns & revisions

If work doesn’t align with the agreed brief, we’ll first resolve via included revision rounds. Please provide specific, timely feedback at each checkpoint. If issues remain after the included rounds, we can scope additional iterations or discuss a partial refund considering work completed.

Change requests vs. refunds

New requirements or major direction changes after approval of an earlier stage are treated as a change request and may affect timeline and cost. This is separate from refund eligibility.

How refunds are calculated

• Time & materials consumed (discovery, creative, production, QA, PM).
• Milestones delivered/accepted vs. remaining work.
• Non-recoverable third-party costs and booked resources.

Timelines & method

• Approved refunds are typically processed within 10–15 business days to the original payment method.
• International transfers may take longer depending on banking partners.

Chargebacks

If you initiate a chargeback while a refund review is in progress, we may suspend work and documentation will be provided to the payment processor. We recommend using the form below first so we can resolve quickly.

Contact & escalation

Start with the form below or email info@oriolinfo.com. If we cannot resolve, the dispute process and governing law in our Terms & Conditions will apply.