Cancellation and refunds
This page explains what you can cancel, when, and what you get back. It is part of the Terms of Service. It applies to businesses and professionals only; a business order carries no consumer right of withdrawal.
1. The short version
| Where your order stands | Can you cancel? | What happens to money |
|---|---|---|
| Configurator sent, not confirmed | Yes, do nothing | Nothing was paid. The order is deleted after 72 hours. |
| Confirmed, account not opened | Yes, do nothing | Nothing was paid. The order is deleted after 7 days. |
| Account open, nothing signed or paid | Yes, at any time, or do nothing | Nothing was paid. After 14 days of your own time, the account and its data are deleted. |
| Statement of Work signed, deposit paid, production not started | Yes, by written notice | The deposit is refunded in full, less any fee of the payment provider that cannot be recovered. |
| Production started, test link not yet sent | Yes, by written notice | The deposit is kept for the work done, up to the amount of that work. If the work done is worth less than the deposit, we refund the difference. |
| Test link sent, within the 10 days | Yes, by written notice | The deposit is kept. The balance is not due. We hand over the work done once what is due for it is paid. |
| You give no answer within the 10 days of the test | No answer is a decision | The test link and your content are deleted. No refund is due. |
| You are silent for 30 days after the deposit | The deposit is kept as payment for the work engaged and the capacity reserved. | |
| We are more than 15 working days late for a reason that is ours | Yes, by written notice | 100 % of the deposit is refunded. |
| Accepted and handed over | No | Delivered digital work is not refundable, except under clause 4. |
"Production started" means the date on which we recorded the start of work on your project after the deposit was verified. We tell you that date in writing.
2. How to cancel
Send a written notice to contact@oracleyes.com from the e-mail address of your account, naming the project. The notice takes effect when we receive it. We confirm in writing, with the date and the amount to be refunded, if any, within 5 working days.
3. How much we keep for work done
"The work done" is the share of the agreed price that corresponds to the stages of the Statement of Work that we completed before the notice. We show you the calculation in writing. The share is reasonable, and we never keep more than the sums you have paid up to that point.
4. If we are the cause
You are entitled to a refund of the part of the price that corresponds to what we did not deliver, or delivered non-conforming, if:
- we exceed the delivery date by more than 15 working days for a reason that is ours: you recover 100 % of the deposit (Terms, clause 12.2);
- we cannot correct a non-conformity that you notified during the 10-day test (Terms, clause 10.2); or
- we stop the project, or cannot continue, other than because of a breach by you or because of clause 9 of the Terms.
5. If a payment cannot be linked to an order
If a payment reaches us and we cannot link it to a valid order (for example because the order had expired and was deleted before the payment was completed), we refund it in full, without deduction, as soon as we have noticed it and, in any case, within 14 days of noticing it.
6. How the refund is paid
- We refund through the same payment provider and to the same account that paid, because that is the only channel that can reverse a payment.
- Where the sum is held in an escrow milestone that has not yet been released, the refund is the release of that milestone back to you.
- We start the refund within 14 days of our written confirmation. The time it takes to arrive depends on the provider and your bank; neither we nor you control it.
- A provider's fee that cannot be recovered is deducted only where this page says so.
7. Exclusions
No refund is due for:
- a change of mind after acceptance and handover;
- a breakdown or a defect that appears after the test period (Terms, clause 7.3), except where we committed fraud or gross negligence or where the law imposes a guarantee;
- a result that depends on a third party (rankings, traffic, sales, the decision of a payment provider, a marketplace or a search engine);
- work done at your written request outside the Statement of Work, once it is delivered;
- sums spent, at your request and with your approval, on third parties (for example a domain name or a paid licence) that cannot be recovered from them.
8. Chargebacks and disputes
Please write to us before starting a dispute with your bank or the payment provider, so that we can settle it quickly. If a payment is reversed without a cancellation under this page, we may pause the project and treat the order as cancelled by you from the date of the reversal.
9. Your other rights
This page does not remove a right that the law gives you and that cannot be excluded by agreement. Disputes are settled as the Terms of Service say.
10. Contact
Refund questions: contact@oracleyes.com.