Orralis

Refund & Cancellation Policy

Effective version — in force from 8 September 2026 (v1.0).

The short version

Everything below is the detail.

Cancelling within 24 hours: 100% back

You can cancel and get a 100% refund if you tell us within 24 hours of your payment. Not “less a fee”, not “less an admin charge” — the whole amount. Stripe charges us a processing fee on the payment and does not return it on a refund; we absorb that ourselves rather than passing it on to you.

There is one deduction, and only one: if you had asked us to register a domain and we already had, we deduct what that registration cost and no more — see “Hosting, domain and email” below. The domain is yours to keep.

Just email Hello@orralislab.com and say you want to cancel. You do not have to give a reason.

Twenty-four hours is short, deliberately. We contact you within 1 business day of payment and a Launch site can be built in 48 business hours, so work on your project genuinely does begin almost immediately — a longer window would mean refunding work that has already been made for you.

After 24 hours, or once a design has been delivered

Once the 24-hour window has closed — or, if it is sooner, once we have sent you the first design, layout or written concept — we do not refund a change of mind. By that point the work has started, and what we produce is made for your business and cannot be resold to anyone else. There is no partial or pro-rated change-of-mind refund after that point: the question is no longer how much we have done, it is whether we deliver what you bought.

And we still owe you that. Everything in the two sections below applies in full.

If you do not like the design

Once we have delivered a design, we do not refund a change of mind. The work exists, it was made for you, and it cannot be resold to anyone else.

That is not the end of the conversation, though. If you do not like what we sent:

This clause is about taste and second thoughts. It is not a way for us to keep your money for work we did badly.

If the work is not what we agreed

If the website we delivered does not match the package you bought, tell us and we will put it right at no extra cost.

If we cannot put it right, you are entitled to a refund of all or part of what you paid, depending on what was delivered and what was not. That is your right under UAE consumer protection law (Law 15/2020, Art. 10(2)) and nothing in this policy or our Terms of Service reduces it. A term that tried to would be void in any case (Cabinet Decision 66/2023, Art. 34). If the consumer law of your own country gives you a stronger right, that one applies instead.

If we cannot deliver

Occasionally a project cannot go ahead from our side — we are at capacity, the scope turns out to be beyond what the package can cover, or we are simply not the right fit for what you need.

If we cancel your project for any reason of ours, you get a 100% refund of everything you have paid, including for work we have already done. We will also give you any design files we produced, at no cost, so nothing is wasted.

Growth and Authority: staged payments

Growth and Authority projects are scoped on a call and confirmed in a written proposal. The refund terms for a staged project are stated in that proposal, and the rules above apply to each stage as it is paid.

Proposal-based projects are paid 50% on booking and 50% before launch, as set out in your proposal — or in full by card if you prefer. The 24-hour cancellation window above applies to each payment from the moment you make it: cancel within 24 hours of the booking payment and you get 100% of it back. After that, the same rules apply as anywhere else in this policy — no refund for a change of mind, a full or partial refund if we cannot deliver or the work is not what we agreed.

Hosting, domain and email

These are included free for your first year, so there is nothing to refund in year 1.

If you cancel inside the 24-hour window and we had already registered a domain at your request, that domain stays yours and we deduct only what it cost to register — the published price of that extension, at cost, with nothing added. A registry does not refund a registration once it is made, so it is the one amount we cannot return. Everything else comes back. If no domain had been registered yet, nothing at all is deducted. Outside the 24-hour window there is no change-of-mind refund to deduct anything from, so the question does not arise.

If you renew for year 2 and then cancel, we refund the unused whole months of hosting and email, less the domain (which is registered for a full year and cannot be unwound).

Currency and bank charges

We refund in the same currency you paid, to the same card, for the same amount. If the exchange rate has moved since you paid, the figure that reaches your account may differ from what you originally spent in your own currency — that difference is your bank’s, not ours, and we cannot make it up.

Cross-border or foreign-exchange fees your bank charged on the original payment are not refundable by us. We never receive them.

There is no VAT element in a refund from us. Orralis is not currently registered for VAT, so no VAT is charged — the price you see is the price you pay. You receive a Stripe invoice and receipt by email — your proof of payment.

How to ask for a refund

Email Hello@orralislab.com with:

You can message us on WhatsApp too, but please follow up by email so we both have a written record.

Our timeline:

Refunds always go back to the card you paid with. We cannot send a refund to a different card, a bank transfer or a third party.

Card disputes and chargebacks

Please talk to us before disputing a charge with your bank.

A chargeback takes weeks, freezes the money for both of us, and gives you a worse outcome than emailing us — most refund requests we receive are approved. Almost every dispute we have seen was a misunderstanding that one email would have settled.

If you do open a dispute, we will respond to your bank with the evidence we hold: your receipt, these terms as you accepted them at checkout, the work we delivered and the dates, and our correspondence with you. If the dispute is resolved in your favour, that is the end of it. If it is resolved in ours, we will still talk to you about a fair outcome.

While a dispute is open we pause work on the project, because the funding for it is on hold.

Your rights under the law

This policy sits alongside your statutory rights — it does not replace them.

We are licensed in the United Arab Emirates, so UAE consumer protection law applies to what we sell. If you are unhappy with how we have handled a refund, you can contact the UAE Ministry of Economy’s consumer protection service. If you bought from outside the UAE, you may also have rights under the consumer law of your own country, and you can raise the matter with the consumer authority there.

We would much rather you spoke to us first: Hello@orralislab.com.

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