Refund and Cancellation Policy

1. Understanding Our Service Model

1.1 Custom Software Development Services

Orion App Tech provides custom software development services, not off-the-shelf products. Each project is tailored to the specific requirements, specifications, and business needs of individual clients. This means:

• Every project involves unique planning, design, and development work
• Time and resources are allocated specifically for your project
• Team members are assigned based on project requirements and timeline
• Development work begins immediately upon project initiation
• The work product is customized and cannot be resold to other clients

1.2 Why Standard Refund Policies Don't Apply

Unlike physical products or standardized software licenses, custom software development involves:

• Significant upfront investment: Planning, research, architecture design, and team allocation
• Progressive delivery: Work is delivered in stages with client feedback and approval at each milestone
• Intellectual effort: Creative and technical work that, once performed, cannot be "returned"
• Resource commitment: Dedicated team members whose time is allocated exclusively to your project

For these reasons, our refund policy is structured around the work-for-payment principle: you pay for the work we complete.

2. Payment Structure

Our typical payment structure for custom software development projects is milestone-based:

Note: Specific payment schedules may vary based on project size, duration, and complexity, and will be outlined in your project proposal or Statement of Work (SOW).

3. Refund Eligibility

3.1 Before Project Commencement

If you decide to cancel before development work begins (after payment but before the kickoff meeting):

• Eligible for partial refund: Advance payment minus setup costs (typically 10-15% for administrative processing, initial consultation, and documentation)
• Timeframe: Cancellation must be within 48 hours of payment and before the project kickoff meeting
• Refund amount: 85-90% of advance payment

3.2 After Project Starts (Early Stage)

If you cancel during the first milestone (before midway payment):

• Eligible for prorated refund: Advance payment minus the value of work completed up to cancellation date
• Assessment: Our team will provide a detailed breakdown of hours worked and deliverables completed
• Work delivery: You will receive all work completed to date upon processing the final invoice

3.3 Mid-Project or Later Stages

If you cancel after the midway milestone:

• Completed milestones: Non-refundable (work has been delivered and approved)
• Current milestone: Prorated based on percentage of work completed
• Remaining milestones: No payment required if work hasn't started

3.4 After Project Completion

Once the project is completed and delivered:

• No refunds available: All work has been delivered according to specifications
• Warranty support: Bug fixes during the warranty period (typically 30-90 days) are covered at no additional charge
• Dispute resolution: If you're unsatisfied with the deliverables, please refer to Section 6

4. Project Cancellation Terms

4.1 Cancellation by Client

Notice Requirement: 7 business days' written notice via email to support@orionapptech.com

Financial Settlement:

• Payment for all completed milestones
• Prorated payment for current in-progress milestone based on work completed
• Any outstanding third-party costs already incurred (hosting setup, API licenses, etc.)

Work Delivery: Upon final payment settlement, you will receive:

• All completed and paid-for deliverables
• Source code in current state
• Documentation created to date
• Asset files and design resources

4.2 Cancellation by Orion App Tech

In rare circumstances, we may need to cancel a project if:

• Technical impossibility is discovered that makes the project unfeasible
• Client repeatedly fails to provide necessary information, feedback, or approvals
• Client requests work that violates laws or ethical standards
• Force majeure events prevent project completion

In such cases:

• Full refund of any unearned payments
• Delivery of all work completed to date
• Detailed explanation of the reasons for cancellation

4.3 Mutual Termination

Both parties may agree to terminate the engagement amicably. In such cases, payment and delivery terms will be negotiated in good faith based on work completed.

5. Non-Refundable Scenarios

Refunds will not be provided in the following situations:

5.1 Client-Caused Delays

• Failure to provide required content, assets, or information in a timely manner
• Delayed feedback or approval cycles
• Lack of response to communications for extended periods (30+ days)
• Repeated changes to project scope without formal change requests

5.2 Scope Changes and Feature Creep

• Dissatisfaction due to features not included in the original scope
• Requests for changes after approval of specifications
• Expectations beyond what was agreed in the project proposal

5.3 Subjective Dissatisfaction

• "Change of mind" after project has begun
• Dissatisfaction with approved designs or features
• Personal preference changes that don't relate to technical deficiencies
• Lack of feedback during development leading to misalignment

5.4 Third-Party Costs Already Incurred

• Domain registrations and SSL certificates purchased on your behalf
• Hosting setup fees and initial subscription periods
• Third-party API licenses or subscriptions
• App store developer accounts (Apple, Google)
• Premium plugins, libraries, or software licenses
• Stock assets or fonts purchased specifically for the project

5.5 Completed and Approved Deliverables

• Work that has been reviewed, approved, and accepted by the client
• Milestones that have been signed off
• Deliverables that meet the agreed specifications

5.6 Business Outcome Expectations

• Specific sales, revenue, or conversion targets not achieved
• User acquisition or engagement metrics below expectations
• Search engine rankings or SEO performance
• App store featured placement or download numbers
• Social media virality or market reception

We deliver quality software solutions, but business success depends on many factors beyond our control, including marketing, market conditions, competition, and business strategy.

6. Dispute Resolution Process

If you're dissatisfied with deliverables or have concerns about the project, we encourage you to:

Step 1: Raise Concerns Promptly

• Contact us within 7 days of receiving a milestone delivery
• Provide specific, detailed feedback about what doesn't meet expectations
• Reference the original specifications and point out discrepancies
• Email: support@orionapptech.com

Step 2: Revision Attempts

• We will work with you in good faith to resolve the issues
• Typically includes 2-3 rounds of revisions per milestone
• Revisions must address legitimate deficiencies (not scope changes)
• Clear communication and collaboration during this phase

Step 3: Mediation

• If revisions don't resolve the dispute, we'll arrange a meeting between project stakeholders
• Review original specifications and expectations
• Seek mutually acceptable solutions
• May involve senior management or technical leads

Step 4: Formal Resolution

• If mediation fails, formal dispute resolution as per Terms and Conditions
• Independent technical assessment may be conducted
• Resolution based on whether deliverables meet original specifications

Our Commitment: We genuinely want every client to be satisfied. The vast majority of concerns are resolved in Steps 1-2 through clear communication and reasonable revisions. We approach every dispute with good faith and a commitment to fair outcomes.

7. How to Request a Refund

If you believe you're eligible for a refund based on this policy:

7.1 Submit a Written Request

• Send an email to support@orionapptech.com
• Subject line: "Refund Request - [Project Name/ID]"
• Include your name, company, project details, and invoice numbers
• Clearly state the reason for the refund request
• Provide any supporting documentation or evidence

7.2 Review Process

• We will acknowledge your request within 2 business days
• Our team will review your case against this policy
• May request additional information or clarification
• Review typically completed within 5-7 business days

7.3 Refund Processing

If your refund is approved:

• Timeline: Processed within 15-30 business days
• Method: Refund via the original payment method
• Deductions: Payment processing fees (typically 2-5%) may be deducted from the refund amount
• Confirmation: You'll receive a refund confirmation email with transaction details
• Bank processing: May take an additional 5-10 business days depending on your financial institution

7.4 International Refunds

For international transactions:

• Currency conversion rates apply as per the date of refund processing
• International wire transfer fees may be deducted
• Processing time may be longer (up to 45 days in some regions)

8. Exceptional Circumstances

Refunds or special considerations may be granted in exceptional circumstances:

8.1 Force Majeure Events

• Natural disasters, pandemics, or health emergencies
• War, terrorism, or civil unrest
• Government actions preventing project completion
• Major infrastructure failures beyond anyone's control

8.2 Technical Impossibility

• Discovery of insurmountable technical barriers
• Third-party API or service discontinuation
• Platform restrictions not foreseeable at project start
• Legal or regulatory changes making the project impossible

8.3 Mutual Agreement

In cases where both parties agree that continuing the project is not in anyone's best interest, we will negotiate a fair settlement that considers work completed and expenses incurred.

9. Our Service Delivery Guarantee

While we maintain a firm refund policy that reflects the realities of custom software development, we stand behind the quality of our work:

9.1 Quality Commitment

• All deliverables will meet the specifications outlined in the project agreement
• Code quality follows industry best practices and standards
• Thorough testing before milestone delivery
• Responsive and professional communication throughout the project
• Adherence to agreed timelines (barring client-caused delays)

9.2 Post-Launch Support

• Warranty Period: Typically 30-90 days post-launch (as specified in your agreement)
• Bug Fixes: Free resolution of defects discovered during the warranty period
• Technical Support: Assistance with deployment, setup, and initial configuration
• Documentation: Comprehensive technical and user documentation
• Knowledge Transfer: Training sessions for your team (if included in the agreement)

9.3 Ongoing Maintenance (Optional)

Beyond the warranty period, we offer:

• Monthly or annual maintenance contracts
• Priority support and updates
• Feature enhancements and iterative improvements
• Performance optimization and security updates

10. Contact Us

If you have questions about this Refund and Cancellation Policy, need to request a refund, or have concerns about your project:

We are committed to addressing all concerns fairly and transparently. Our goal is not just to deliver software, but to build lasting partnerships with our clients.