Our Business Policies

Service-Based Refund Guidelines

As a digital consulting and custom development service provider, our refund policy is structured around project milestones and service delivery phases:

Consultation and Planning Phase

• Free Consultations: Initial 30-minute consultations are provided at no cost
• Discovery Phase: If unsatisfied with discovery deliverables, 50% refund available within 7 days
• Strategy Documents: Full refund available if strategy documents don't meet agreed specifications

Development Projects

• Milestone-Based Refunds: Unused funds from future milestones are fully refundable
• Completed Work: Payment for completed milestones is non-refundable
• Work-in-Progress: Partial refunds available based on work completion percentage
• Quality Issues: If deliverables don't meet specifications, we'll revise at no cost or provide partial refund

Ongoing Services and Retainers

• Monthly Retainers: Unused hours at month-end are non-refundable but may carry over (up to 50% of monthly allocation)
• Support Contracts: 30-day notice required for cancellation; pro-rated refunds for unused full months
• Maintenance Services: Cancellable with 30-day notice; no refund for current month

Refund Request Process

1. Submit refund request via email to billing@omdigital.cc
2. Include project details, reason for refund, and supporting documentation
3. We will review and respond within 5 business days
4. Approved refunds are processed within 7-10 business days
5. Refunds are issued to the original payment method

Non-Refundable Items

• Third-party software licenses and subscriptions purchased on client's behalf
• Domain registrations and hosting setup fees
• Completed consulting sessions and delivered strategy documents
• Custom development work that has been deployed to production
• Design work that has been approved and delivered in final format

Project Timelines

Project timelines are established based on scope, complexity, and client responsiveness. Our standard delivery approaches include:

• Discovery Phase: 1-2 weeks for requirements gathering and project planning
• Design Phase: 2-4 weeks for UI/UX design and client approval
• Development Phase: 4-12 weeks depending on project complexity
• Testing & Launch: 1-2 weeks for testing, deployment, and training

Delivery Methods

• Digital Deliverables: All work products delivered electronically via secure file sharing
• Source Code: Provided via GitHub or other version control platforms
• Documentation: Delivered in PDF format and/or online documentation portals
• Training: Conducted via video conference with recorded sessions provided
• Support Materials: Available through our client portal and knowledge base

Timeline Factors

Several factors may affect project timelines:

• Client Feedback: Response time for reviews and approvals
• Content Provision: Timely delivery of required content and assets
• Scope Changes: Modifications to original project specifications
• Third-Party Dependencies: External integrations and approvals
• Technical Complexity: Unforeseen technical challenges or requirements

Delivery Guarantee

We guarantee delivery of all agreed-upon project components according to specifications. If we fail to deliver on time due to our own delays (not client-related factors), we will provide:

• Priority completion of your project
• Additional revisions at no extra cost
• Credit toward future services (for significant delays)

Cancellation Procedures

Project cancellations must be submitted in writing and are subject to the following terms:

Before Project Start

• Full refund of all payments except non-refundable deposits (if applicable)
• Cancellation must occur at least 48 hours before scheduled project start
• Any work already completed (discovery, planning) will be delivered

During Project Execution

• Payment due for all completed work and milestones
• Refund available for future milestones not yet started
• Work-in-progress charged on time and materials basis
• All completed work and assets delivered to client
• 30-day transition period for knowledge transfer

Client-Initiated Cancellation

1. Submit written cancellation notice to projects@omdigital.cc
2. Schedule transition meeting within 5 business days
3. Final invoice prepared based on work completed
4. Asset delivery and knowledge transfer completed
5. Final payment due within 30 days of cancellation

Company-Initiated Cancellation

We may cancel projects in cases of:

• Repeated scope creep without proper change orders
• Non-payment or violation of payment terms
• Unethical or illegal project requirements
• Inability to achieve technical objectives

In such cases, clients receive all completed work and refund of unused payments.

Response Times

• Email: 24 hours during business days (Monday-Friday)
• Urgent Issues: 4 hours during business days
• Project Updates: Weekly status reports for active projects
• Phone Calls: Scheduled in advance; same-day availability for urgent matters

Business Hours

Our standard business hours are Monday through Friday, 9:00 AM to 6:00 PM EST. Weekend and holiday support available for critical issues with prior arrangement.

Project Communication

• Primary contact assigned for each project
• Regular video conferences for project updates
• Shared project management platform access
• Documented change requests and approvals
• Final project handoff and training sessions

Scope Change Process

1. Client submits written change request with detailed specifications
2. We assess impact on timeline, budget, and project scope
3. Change order prepared with cost and timeline implications
4. Client approval required before implementation
5. Project timeline and budget updated accordingly

Minor Changes

Minor modifications that don't significantly impact scope (under 10% of project value) may be accommodated within the original budget at our discretion.

Major Changes

Significant scope changes require formal change orders and may affect project priority, timeline, and budget. Additional deposit may be required for major modifications.

Quality Standards

All deliverables undergo comprehensive quality assurance testing including:

• Functionality testing across all specified requirements
• Cross-browser and device compatibility testing
• Performance optimization and speed testing
• Security vulnerability assessment
• User experience and accessibility testing

Post-Launch Warranty

We provide a 90-day warranty on all custom development work, covering:

• Bug fixes for issues present at time of delivery
• Functional defects that prevent normal operation
• Security vulnerabilities in custom code
• Performance issues caused by our development

Warranty does not cover issues caused by third-party modifications, hosting environment changes, or new feature requests.

Technical Security Measures

• HTTPS Enforcement: All website traffic secured with SSL/TLS encryption
• Content Security Policy: Strict CSP headers to prevent XSS attacks
• Security Headers: HSTS, frame-busting, and content-type enforcement
• Minimal JavaScript: Limited third-party scripts, primarily from trusted providers
• Regular Security Audits: Ongoing monitoring and vulnerability assessments

Client Data Protection

• All client data encrypted in transit and at rest
• Access limited to project team members only
• Secure file sharing platforms for all transfers
• Regular data backups and disaster recovery procedures
• Compliance with GDPR, CCPA, and other applicable regulations

Data Retention

Project data retained for 1 year after project completion for support purposes. Client may request data deletion at any time after final delivery and payment.

Service Availability

Our digital consulting and development services are available globally with the following considerations:

• Primary Markets: United States, Canada, European Union, United Kingdom, Australia, and other democratic nations
• Remote Services: Available worldwide with appropriate time zone coordination
• On-site Services: Limited to regions with safe business travel conditions
• Service Delivery: Subject to applicable international business regulations and compliance requirements

Export Control and Legal Compliance

We comply with all applicable export control laws and regulations, including:

• U.S. Export Administration Regulations (EAR)
• International Traffic in Arms Regulations (ITAR)
• Economic sanctions and trade embargoes
• Anti-money laundering (AML) requirements

Restricted Activities

We do not provide services for:

• Entities on government watchlists or sanctions lists
• Projects involving illegal activities or prohibited content
• Dual-use technologies subject to export restrictions
• Cryptocurrency mining or unregulated financial services
• Adult content, gambling, or other restricted industries (subject to review)
• Activities that may violate intellectual property rights

Compliance Verification

For certain projects, we may require:

• Enhanced due diligence on client identity and business activities
• Documentation of legitimate business purposes
• Compliance attestations and certifications
• Ongoing monitoring of project activities

International Considerations

When working with international clients, we ensure:

• Compliance with local data protection and privacy laws
• Appropriate data transfer mechanisms (adequacy decisions, SCCs)
• Currency and international billing compliance
• Tax reporting and documentation as required
• Business registration and licensing where applicable