Refund Policy
This policy describes the general refund position for services and digital products provided by Crystal Orion LLP. A signed agreement or product-specific policy may establish different terms and will take precedence where it applies.
1. Partner Services
Unless expressly stated in a signed proposal, statement of work, or master services agreement, fees for work already completed, time allocated, approved expenses, third-party costs, and delivery capacity reserved for a Client are non-refundable.
2. Deposits and Milestone Payments
Deposits and milestone payments secure delivery capacity and fund agreed work. Amounts relating to work performed or capacity already reserved are non-refundable unless the applicable signed agreement says otherwise. If an engagement ends, we will account for completed work, commitments, and approved expenses under that agreement.
3. Company Apps and Subscriptions
Refund eligibility for a Company App may be defined by its product-specific terms, purchase screen, or subscription offer. Purchases made through Apple App Store, Google Play, or another marketplace are also subject to that platform’s billing and refund rules and may need to be requested directly from the platform.
4. Discretionary Credits
Any refund, credit, or commercial adjustment outside an applicable contractual right is discretionary and requires written approval from Crystal Orion LLP. Granting one adjustment does not create an obligation to grant another.
5. How to Submit a Request
Email services@crystalorion.com with your name, company, invoice or transaction reference, purchase date, and reason for the request. We may ask for information needed to identify and assess the transaction.
6. Statutory Rights
Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer or other mandatory law.
7. Processing
Approved refunds are returned through the original payment method where practicable. Processing time depends on the payment provider and financial institution.
8. Contact
Questions about this policy may be sent to services@crystalorion.com.