Legal

Refund Policy

Last updated 2 November 2026 · Ornyth

Ornyth sells software development and business research: time, judgement and work delivered to an agreed specification. This policy explains exactly where you stand if something in a delivery is not right — including what is not covered. It sits alongside our Terms of Service, and for every commissioned project it works together with the Deal Confirmation described below.

1. Our promise in one line

If a record we deliver is wrong or outdated and you tell us within 7 days, we replace it free. If a delivery misses the specification you signed and we cannot put it right, we refund the affected part. What we never do is refund accurate, in-spec work — stated here plainly, before you order, so there are no surprises later.

2. The Deal Confirmation comes first

Every commissioned project begins with a short Deal Confirmation — a two-page order summary that we both sign before any work starts: the service, the target specification (for research: industries, roles, geography, record count and delivery format; for software: scope, deliverables and timeline), and the fee. It exists so that every quality question has a written answer. If it is not in the signed Deal Confirmation, it is not part of the order — and it cannot become the basis of a refund claim afterwards.

3. Before work starts

Cancel in writing before research has begun and any payment is refunded in full. Once research has started, the order cannot be cancelled for a refund: the fee commits research time to your specification, and we retain the proportion covering work already performed and deliver everything completed to that point.

4. After delivery — replacement is the remedy for records

Research is verified on the day it is delivered, but data ages. So for individual records the remedy is always a free replacement, not a refund: report specific wrong or outdated records within 7 days of delivery — invalid or unreachable contact details, wrong role, closed company, wrong industry or geography — and we re-verify and replace them with fresh, verified records at no cost, whatever the number. This matches the promise we make publicly on our homepage.

5. When a refund applies

A refund is the remedy of last resort, decided against the signed Deal Confirmation. A proportional refund of the affected part of the delivery applies only when:

• the delivery materially misses the agreed specification — record count, agreed fields, target industry or geography — and we cannot correct it within 5 business days of your report;
• at least 20% of the delivered records prove wrong or outdated when reported with specifics within the 7-day window, and we cannot replace them within 5 business days — the refund then covers the affected records, not the whole project;
• we cancel the project, or cannot deliver what was signed.

Approved refunds are returned to the original payment method within 10 business days of the decision.

6. What is never refundable

• Accurate, in-spec leads. If the records you received are accurate and match the signed specification, the work is complete and the fee is not refundable — even if the outreach you send to them does not perform.
• Business outcomes. We sell researched, verified information — not replies, meetings, deals or revenue. Response rates, conversion and revenue are never grounds for a refund.
• Change of mind, budget changes, or a campaign that moved on — where the delivery matches the agreed specification.
• Client-side specification errors. If the delivery matches the brief you signed but the brief itself was wrong (wrong market, wrong roles), we re-scope and re-research at an agreed adjustment rather than refund. This is why we always show you a sample before you commit.
• Vague claims. A request that does not name the specific records and the part of the specification they miss is not a claim we can act on.
• Reports made after 7 days from delivery, except as a goodwill replacement where we agree the record was wrong.
• Misuse. Deliverables used in breach of our Terms of Service.

7. How a refund request is decided

Email sales@ornyth.co within 7 days of delivery with your project reference, the list of affected records, and the part of the Deal Confirmation they miss. We acknowledge within 2 business days, review the delivery against the signed specification, and give you a written decision within 10 business days. Where a claim is valid, replacement comes first; money back only where section 5 applies. Every order receives one full, fair review round.

8. Payment disputes

Please come to us before any payment dispute — we resolve almost everything directly. Where research matching the signed Deal Confirmation has been delivered, we contest chargebacks with the signed document, the brief and the delivery records as evidence. A bank will decide on exactly what this policy asks you to check first: whether the work was delivered to specification.

9. Questions

This policy exists so you never have to wonder where you stand. If anything in it is unclear, ask us at sales@ornyth.co before you order — we would rather answer it now.