Refund Policy

1. General No-Refund Policy

All sales of OrenGen services, software licenses, subscriptions, and custom solutions are final and non-refundable once services have been delivered, accessed, or activated.

This policy applies to:

• Monthly and annual subscription plans
• One-time setup fees and implementation charges
• Custom development and consulting services
• Software licenses and access credentials
• Training sessions and onboarding services
• Third-party service integrations and add-ons

By purchasing any OrenGen service, you acknowledge and agree to this no-refund policy.

2. Right of Rescission

We honor your legal right of rescission, which allows you to cancel your purchase and receive a full refund under specific conditions.

2.1 Rescission Period

You have three (3) business days from the date of purchase to exercise your right of rescission. The rescission period begins at the time of:

• Payment confirmation for digital services and subscriptions
• Contract execution for custom development agreements
• Invoice payment for enterprise services

2.2 Eligibility Requirements

To qualify for a refund under the right of rescission, ALL of the following conditions must be met:

• No Access: You have not logged into any OrenGen platform, system, or service
• No Activation: Services have not been activated, configured, or deployed
• No Usage: No API calls, data processing, email sending, or system utilization has occurred
• No Credentials Used: Access credentials (usernames, passwords, API keys) have not been used or shared
• No Custom Work Initiated: Custom development, design, or implementation work has not commenced
• No Data Uploaded: You have not uploaded client data, contacts, files, or content to our systems
• Within Timeframe: Request is made within three (3) business days of purchase

2.3 What Constitutes "Use"

Any of the following actions are considered "use" and will disqualify you from exercising right of rescission:

• Logging into your account dashboard or control panel
• Accessing API documentation or developer resources
• Downloading software, files, or resources
• Attending scheduled onboarding or training sessions
• Receiving custom configuration or setup assistance
• Testing features, sending test emails, or making trial API calls
• Connecting third-party integrations
• Granting team member access or creating sub-accounts

3. How to Exercise Right of Rescission

To request a refund under right of rescission, follow these steps:

Step 1: Submit Written Request

Send an email to support@orengen.io with the subject line: "Right of Rescission Request"

Step 2: Include Required Information

Your request must include:

• Full name and account email address
• Order/invoice number and purchase date
• Service(s) purchased
• Confirmation that no access, activation, or use has occurred
• Reason for cancellation (optional but appreciated)

Step 3: Verification Process

Our team will verify that:

• The request is received within the 3-business-day window
• No system logs show account access or service usage
• All eligibility requirements are met

Processing Time: Rescission requests are reviewed within 2-5 business days. Approved refunds are processed within 7-10 business days to the original payment method.

4. Non-Refundable Items and Services

The following are non-refundable under all circumstances, including right of rescission:

4.1 Immediately Delivered Digital Products

• Downloadable software where files have been accessed
• Digital templates, documents, or resources that have been downloaded
• License keys that have been revealed or activated

4.2 Completed Services

• Custom development work where coding/design has commenced
• Consulting sessions that have been scheduled or attended
• Training sessions that have occurred
• Strategy calls or implementation planning meetings

4.3 Third-Party Costs

• Domain registration fees paid to registrars
• SSL certificates from certificate authorities
• Third-party software licenses (e.g., white-labeled CRM platforms)
• Cloud hosting or infrastructure costs already incurred
• Payment processing fees (typically 2.9% + $0.30 per transaction)

4.4 Partial Service Periods

• Prorated refunds for unused subscription time are not provided
• If you cancel mid-billing cycle, you retain access until period end but no refund is issued

5. Subscription Cancellations

5.1 How to Cancel

You may cancel your subscription at any time by:

• Emailing support@orengen.io with your cancellation request
• Using the cancellation option in your account dashboard (if available)
• Contacting your account manager (for enterprise clients)

5.2 Cancellation Takes Effect

Cancellations take effect at the end of your current billing period. You will retain access to services until that date.

5.3 No Refunds for Current Period

Canceling a subscription does not result in a refund for the current billing cycle. You have already been charged for services through the end of the period.

5.4 Reactivation

Canceled accounts may be reactivated within 30 days by contacting support. After 30 days, account data may be deleted and a new setup may be required.

6. Service Failures and Dispute Resolution

6.1 Service Issues

If you experience technical problems, service outages, or performance issues:

• Contact Support First: Email support@orengen.io immediately
• Allow Resolution Time: We will make reasonable efforts to resolve issues within 48-72 hours
• Document Issues: Provide screenshots, error messages, and detailed descriptions

6.2 Service Level Agreement (SLA) Violations

Enterprise clients with dedicated SLA agreements may be eligible for service credits (not cash refunds) if uptime or performance guarantees are not met. Refer to your service agreement for SLA terms.

6.3 Dispute Resolution

If you believe you are entitled to a refund due to exceptional circumstances:

• Submit a formal dispute to support@orengen.io
• Include documentation supporting your claim
• Our management team will review within 5-7 business days
• Decisions are made on a case-by-case basis at OrenGen's sole discretion

7. Chargebacks and Payment Disputes

7.1 Contact Us First

Before filing a chargeback or payment dispute with your bank or credit card company, please contact us at support@orengen.io. Most issues can be resolved directly and quickly.

7.2 Consequences of Chargebacks

Filing an unauthorized chargeback may result in:

• Immediate suspension of all services
• Permanent account termination
• Collection efforts for outstanding balances plus chargeback fees
• Prohibition from future use of OrenGen services

7.3 Fraudulent Chargebacks

We actively contest fraudulent chargebacks and will provide evidence of service delivery, access logs, and contract terms to payment processors and financial institutions.

8. Special Circumstances and Exceptions

8.1 Duplicate Charges

If you are accidentally charged twice for the same service, the duplicate charge will be refunded immediately upon verification.

8.2 Billing Errors

If there is a clear billing error on our part (wrong amount charged, service not ordered, etc.), we will issue a full refund promptly.

8.3 Service Discontinuation

If OrenGen discontinues a service you have prepaid for (annual subscriptions, long-term contracts), we will provide:

• Minimum 60 days advance notice
• Prorated refund for unused time, OR
• Migration assistance to alternative solutions

8.4 Force Majeure

Refunds are not provided for service interruptions caused by circumstances beyond our control, including natural disasters, war, government actions, or third-party infrastructure failures.

8.5 Goodwill Exceptions

In rare cases, OrenGen may issue refunds or credits as a goodwill gesture. Such decisions are made at management's sole discretion and do not set precedent for future requests.

9. Money-Back Guarantee (Limited Services Only)

Select services may be offered with a satisfaction guarantee. Terms include:

• Specific guarantee period (e.g., 30 days, 60 days)
• Defined performance criteria that must be met
• Required documentation of issues
• Good-faith effort to utilize services as intended

If your service includes a money-back guarantee, specific terms will be outlined in your purchase agreement or service description. Not all services qualify.

10. Refund Processing and Timeline

10.1 Approved Refunds

When a refund is approved:

• Processing Time: 7-10 business days from approval
• Method: Refunded to original payment method
• Confirmation: Email notification sent when processed

10.2 Bank Processing Time

After OrenGen processes your refund, your bank or credit card company may take an additional 3-7 business days to post the credit to your account. This is outside our control.

10.3 Partial Refunds

In cases where only part of a charge is eligible for refund (e.g., unused services minus completed work), partial refunds will be calculated based on:

• Hours of service delivered
• Resources consumed
• Third-party costs incurred
• Setup and onboarding completed

12. Modifications to This Policy

OrenGen reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified policy.

For significant policy changes, we will provide notice via:

• Email to registered account holders
• In-app notifications
• Website banner announcements