Return & Refund Policy

Our Refund Guidelines

At Orviantr, we aim to provide clearly defined digital services based on the scope, requirements, and deliverables described for each service. Because our services may involve customized creative work, technical implementation, research, content production, or other work performed specifically for a customer, refund eligibility may depend on the nature of the service, the amount of work already completed, and the circumstances of the request.

We encourage customers to contact us promptly if they believe that a delivered service does not substantially correspond with the agreed scope or if there is a significant issue with the service provided.

1. Service Refund Policy

Refund requests should generally be submitted within 7 days after delivery of the applicable service or project milestone.

When reviewing a request, we may consider:

  • The service purchased

  • The scope and deliverables stated on the relevant service page

  • Any written project requirements or agreed specifications

  • The stage of completion

  • Materials and information supplied by the customer

  • Work already completed or delivered

  • Whether revisions or corrective work can reasonably resolve the issue

Where appropriate, we may offer a correction, revision, additional support, partial refund, or full refund depending on the circumstances.

For projects involving multiple milestones or stages, refund eligibility may be assessed separately for work that has already been completed and work that has not yet commenced.

2. Circumstances Where a Refund May Be Considered

A refund may be considered in circumstances such as:

  • The purchased service was not delivered and the agreed delivery timeframe has passed without an appropriate explanation or revised agreement.

  • The delivered work materially fails to correspond to the stated service scope or confirmed project requirements.

  • We are unable to complete the purchased service due to circumstances within our reasonable control.

  • The same service or project has been unintentionally charged more than once.

  • A significant technical or administrative issue on our side prevents the agreed service from being properly delivered.

  • The customer and Orviantr mutually agree to cancel a project before substantial work has been performed.

  • A service cannot reasonably be completed because of an issue attributable to Orviantr after the relevant requirements have been confirmed.

A refund is not automatically granted simply because a request is submitted. Each case will be reviewed based on the applicable service terms and the circumstances of the order.

3. Circumstances Generally Not Eligible for a Refund

Refunds will generally not apply where:

  • The customer changes their mind after customized work has already begun.

  • The requested change falls outside the original service scope.

  • The customer requests additional concepts, pages, features, functionality, content, revisions, or other work that was not included in the purchased service.

  • Required customer information, files, approvals, access, instructions, or feedback are not provided within a reasonable period.

  • The agreed service has been completed and delivered according to the stated requirements.

  • The customer does not respond to reasonable project communications and the project is subsequently delayed or placed on hold.

  • The customer rejects completed work solely because of a personal preference that is inconsistent with the previously agreed requirements.

  • The customer has already used, published, implemented, or otherwise materially benefited from the completed service, except where the delivered service contains a qualifying issue under this policy.

  • The customer violates our Terms of Service or uses the service for unlawful, fraudulent, abusive, or prohibited purposes.

  • The requested outcome was not included in the original service description or agreed project scope.

4. Revisions and Corrections

Where revisions are included in a purchased service, eligible revision requests will be handled according to the revision allowance and conditions stated on the relevant service page or agreed project scope.

For example, a revision may involve reasonable adjustments to an existing design, content, animation, or website implementation within the original requirements.

Requests for a substantially different concept, additional deliverables, new functionality, additional pages, expanded content, or work outside the original scope may be treated as additional services and may require a separate quotation or additional payment.

If a delivered service contains an issue that is directly attributable to an error on our part and falls within the agreed scope, we will generally have the opportunity to review and correct the issue before a refund is considered.

5. Customer Responsibilities

Digital services often depend on information, files, instructions, approvals, website access, account permissions, brand assets, or other materials provided by the customer.

Customers are responsible for providing accurate and complete information required for the purchased service.

Delays caused by missing materials, unavailable access, incomplete instructions, delayed approvals, or changes to previously confirmed requirements may affect the project schedule and do not automatically qualify for a refund.

Customers are also responsible for ensuring that materials they provide, including images, text, logos, fonts, media, website content, and other assets, may legally be used for the intended project.

6. Project Cancellation

If a customer wishes to cancel a service after placing an order, they should contact us as soon as possible.

Cancellation requests will be reviewed according to the stage of the project.

Where work has not yet started, cancellation may be considered subject to the applicable service terms.

Where customized work has already begun, the amount of work completed may affect the amount, if any, that can be refunded.

For projects involving milestones, deposits, or separately agreed stages, cancellation and refund treatment may be determined according to the applicable project agreement or confirmed scope.

7. Refund Processing

If a refund is approved, we generally process the refund within 3–5 business days after the refund decision has been confirmed.

Refunds will normally be returned through the original payment method where reasonably possible.

The time required for the refunded amount to appear in a customer’s account may depend on the payment provider, card issuer, bank, or other financial institution. Orviantr does not control processing times imposed by external payment providers.

In cases involving duplicate payments or administrative payment errors, we may also review the transaction records before processing the applicable refund.

8. How to Submit a Refund Request

To request a refund or report a problem with a delivered service, please contact us at:

Email: [email protected]

To help us review the request efficiently, please include:

  • Full Name

  • Email Address

  • Order or Invoice Number

  • Purchased Service

  • Date of Purchase

  • Description of the issue

  • Relevant project requirements or agreed scope

  • Description of the requested resolution

  • Screenshots, files, or other supporting information where applicable

Our team may request additional information when necessary to understand the issue and determine whether it falls within the purchased service scope.

Where reasonably possible, we will first attempt to resolve service concerns through clarification, correction, revisions, technical assistance, or another appropriate solution before determining whether a refund is applicable.

9. Customer Service Information

Customer Support Email: [email protected]

Company Name: Orvian Trade Bridge Ltd

Company Address: 22 Albany Road, London, England E12 5BE, United Kingdom