Refund & Cancellation
Policy

Cancelling a Service or Project

Clients who wish to cancel a service, retainer, or project with Oryntelle must submit a cancellation request in writing. This can be done by emailing our support team or via any written communication channel specified in your service agreement.

Your written request should include your full name, the name of the project or service, and the reason for cancellation. Once we receive your request, we will acknowledge it within 2 business days and begin reviewing the status of your project.

Cancellations are reviewed in accordance with the terms agreed in your proposal or service agreement at the time of engagement. Where a cancellation affects ongoing or scheduled work, we will communicate clearly about timelines, outstanding deliverables, and any financial implications before finalising the cancellation.

When a Refund May Apply

Refund eligibility at Oryntelle depends on a combination of factors and is assessed on a case-by-case basis. We do not apply a blanket no-refund or full-refund policy, because every project is different and we believe fair assessment serves both parties better.

The following factors are taken into account when assessing refund eligibility:

• Agreed proposal terms. The terms set out in your signed proposal or service agreement govern the primary basis for any refund assessment.
• Work already completed. Refunds will not typically cover work that has been completed and delivered to the standard agreed in the proposal.
• Project stage at cancellation. Earlier-stage cancellations may result in a higher proportion of any eligible refund compared to cancellations made when a project is substantially underway.
• Applicable law. Where consumer protection law or other applicable legislation provides specific refund rights, those rights will be honoured in full regardless of any contractual terms.
• Material service failure. If Oryntelle has failed to deliver a service as agreed and has not remedied the issue within a reasonable time after being notified, a refund of the affected fees may be warranted.

What May Be Non-Refundable

Certain fees and completed deliverables may be non-refundable, but only where this has been explicitly agreed in advance in your proposal or service agreement, and only to the extent permitted by applicable law.

The following categories of work or fees are typically non-refundable where agreed:

• Discovery and strategy fees. Fees paid for initial discovery sessions, strategy workshops, AI audits, and planning work that has been completed and delivered are generally non-refundable once that work is done.
• Completed deliverables. Any specific deliverable (such as a completed website, an AI agent, an automation workflow, or an AEO content strategy) that has been built, tested, and handed over is non-refundable once accepted.
• Third-party costs incurred. Fees paid to third-party platforms, tools, or services on your behalf (such as hosting, API access, or software licences) are non-refundable where those costs have already been committed.
• Retainer fees for completed periods. Monthly or periodic retainer payments for services already rendered during that period are non-refundable.

Nothing in this section overrides any statutory consumer rights you may have under the law of your country or jurisdiction. If applicable law grants you a right to a refund that conflicts with the above, your legal rights prevail.

Resolving Billing Concerns

If you have a concern about a charge, invoice, or payment related to your Oryntelle project, we ask that you contact us directly before raising a dispute through your payment provider or bank. Most billing concerns can be resolved quickly with open communication, and we are committed to doing so.

When you contact us about a billing concern, please include your project name, the invoice or payment reference, the amount in question, and a clear description of your concern. We aim to review and respond to all billing queries within 3 business days.

Where a chargeback or payment dispute is raised with a third-party payment provider before we have had the opportunity to resolve the matter directly, we may be required to provide evidence of the work completed and the terms agreed. We will always cooperate fully and transparently in any such process.

Submitting a Refund Request

To request a refund, please email our support team directly. To help us review your request as quickly as possible, include the following information in your message:

1. 1
   Your full name and contact details Include the name and email address associated with your Oryntelle account or project.
2. 2
   Project or service name Clearly identify the project, service, or engagement the refund relates to.
3. 3
   Payment details Include the invoice number, date of payment, and the amount you believe should be refunded.
4. 4
   Reason for the request Briefly describe why you are requesting a refund. The more context you provide, the faster we can assess your situation.
5. 5
   Supporting documents (if any) Attach any relevant documents, such as your proposal, invoice, or correspondence that supports your request.

Once we receive your complete request, we will acknowledge it within 2 business days and provide a final response within 10 business days. Complex cases may take longer, and we will keep you informed throughout.

Approved refunds will be returned via the original payment method where possible. Processing times may vary depending on your bank or payment provider.

Get in Touch

For all cancellation requests, refund enquiries, and billing concerns, please reach out to our team using the contact details below. We are committed to responding promptly and treating every concern with care.

You can also submit your query through the contact form on our website at oryntelle.com/contact. Please use the subject line "Refund Request" or "Cancellation Request" so we can route your message correctly.