Refund and Cancellation Policy

1. Project-Specific Terms

The applicable proposal, invoice or service agreement may contain project-specific payment, refund or cancellation terms.

Where a signed or accepted project agreement conflicts with this public policy, the project-specific agreement will govern, subject to any rights that cannot legally be excluded.

2. Deposits and Advance Payments

A deposit or advance payment may be required before work begins.

The amount and payment schedule will be stated in the applicable quotation, invoice or project agreement.

A deposit may be used to:

• Reserve project capacity
• Conduct discovery and planning
• Begin research
• Create wireframes or concepts
• Purchase approved third-party resources
• Begin design or development work

Payments covering work already completed, resources already reserved or expenses already incurred are generally non-refundable.

3. Cancellation Before Work Begins

You may request cancellation before work has started.

Where no work has been performed and no costs have been incurred, we will normally refund the amount paid, less:

• Payment-processing charges
• Currency-conversion costs
• Bank fees
• Non-refundable third-party purchases
• Administrative work already completed

A project may be considered started once discovery, research, planning, communication, account setup, design or development work has begun.

4. Cancellation After Work Has Started

You may cancel a project after work has started by providing written notice.

In that situation:

• You will be charged for work completed up to the cancellation date.
• Completed or approved milestones are non-refundable.
• Time reserved specifically for the project may be taken into account where stated in the project agreement.
• Non-refundable third-party expenses will be deducted.
• Any remaining prepaid balance that has not been earned or committed may be refunded.

Where project fees are not divided into hourly charges, the value of completed work may be calculated using completed milestones, the agreed scope, time spent and resources used.

5. Completed and Approved Work

Payments relating to completed, delivered or approved work are non-refundable except where required by law or where the work materially fails to match the agreed written scope and we are unable to correct the issue within a reasonable opportunity.

Approval may occur through:

• Written confirmation
• Email or message approval
• Milestone sign-off
• Continued instruction to proceed to the next stage
• Public launch or use of the delivered work

6. Digital Deliverables

Custom digital work cannot be physically returned once delivered.

Refunds will not normally be provided merely because:

• You change your mind
• You change your business direction
• You prefer a different style after approving the direction
• You no longer require the project
• You did not review the agreed scope carefully
• Your business does not achieve an expected commercial result
• A third-party platform changes its features or pricing

This does not affect your right to report work that materially fails to meet the agreed written requirements.

7. Revisions

Reasonable revisions will be handled according to the revision allowance stated in the project scope.

A request for revisions is not automatically a valid reason for a refund.

Requests that introduce new functionality, new pages, a new design direction or requirements outside the original scope may be treated as additional work and quoted separately.

8. Third-Party Costs

Payments made for third-party products or services are non-refundable once purchased unless the third-party provider issues a refund.

These costs may include:

• Domains
• Hosting
• Plugins
• Themes
• Fonts
• Stock images or videos
• Software subscriptions
• Platform fees
• API usage
• Messaging services
• Payment-processing costs

The client is responsible for reviewing and approving third-party purchases where approval is requested.

9. Client Delays

Projects depend on timely feedback, content, access and approvals.

Where a client fails to provide required materials or responses:

• The delivery schedule may be extended.
• The project may be paused.
• The project may need to be rescheduled according to our availability.
• A restart or rescheduling fee may apply where stated in advance.

If there is no meaningful response for 15 consecutive days, we may classify the project as inactive.

If inactivity continues for 30 consecutive days, we may close the project after giving reasonable written notice. Amounts already applied to completed work, reserved capacity and incurred costs will remain non-refundable.

Any unused prepaid amount will be handled according to the project agreement and the work completed.

10. Failure to Provide Required Materials

We are not responsible for delays or incomplete delivery caused by the client failing to provide:

• Text
• Images
• Product information
• Account access
• Brand assets
• Legal notices
• Feedback
• Approvals
• Other required materials

A refund will not normally be issued where we are ready to perform the work but cannot continue because the client has not met these responsibilities.

11. Quality Concerns and Opportunity to Correct

If you believe the delivered work does not match the agreed scope, you must notify us in writing and clearly identify the issue.

Before requesting a refund, you agree to provide us with a reasonable opportunity to:

• Investigate the issue
• Correct errors
• Complete missing agreed requirements
• Replace a defective deliverable
• Propose another reasonable solution

A preference change or request outside the agreed scope is not considered a defect.

12. Cancellation by Originate Sites

We may cancel or suspend a project where:

• Required payments are overdue
• The client repeatedly fails to communicate
• The client fails to provide required materials
• The client behaves abusively or unlawfully
• The requested work may violate a law or third-party right
• Continuing the project becomes technically or commercially impractical for reasons that could not reasonably have been identified earlier

Where we cancel a project for reasons not caused by the client, we will refund any prepaid amount relating to work that has not been performed or committed.

Where cancellation results from the client’s breach, amounts for completed work, reserved capacity and incurred expenses may be deducted before any remaining balance is refunded.

13. Delivery Timelines

Delivery dates are estimates unless a deadline has been expressly guaranteed in writing.

Delays caused by the following do not automatically create a right to a refund:

• Late client feedback
• Changes to the agreed scope
• Delayed content or account access
• Third-party outages
• Platform-review delays
• Force majeure events
• Circumstances outside our reasonable control

We will communicate material delays and make reasonable efforts to revise the schedule.

14. Refund Request Process

Refund or cancellation requests must be submitted in writing to:

originatesites@gmail.com

The request should include:

• Client name
• Project name
• Invoice or transaction reference
• Reason for the request
• Relevant supporting information

We may request additional information before making a decision.

Approved refunds will be returned through the original payment method where reasonably possible. Bank, platform and currency-conversion delays are outside our control.

15. Chargebacks and Payment Disputes

Clients should contact us before initiating a payment dispute or chargeback so that we have a reasonable opportunity to investigate and resolve the issue.

Fraudulent or improper chargebacks may result in suspension of services and recovery of unpaid amounts, costs or delivered assets where permitted by law.

Nothing in this section prevents a client from exercising legitimate rights through their bank, payment provider or applicable consumer-protection process.

16. Mandatory Consumer Rights

Nothing in this policy limits any refund, cancellation, warranty or consumer right that cannot legally be excluded.

Where applicable law grants stronger rights than this policy, the applicable law will prevail.

17. Contact Us

For refund or cancellation questions, contact: