Refund & Cancellation

This policy applies to payments made directly to Odoie for professional software and advisory services. A signed quotation, statement of work or support agreement may provide more specific cancellation terms. It takes priority where it is clear, lawful and accepted before payment.

Nothing in this policy limits a remedy that applicable law does not allow Odoie to exclude. Odoie considers requests fairly based on the agreed scope, work performed, delivered value, reserved capacity, authorised third-party costs and the reason for the request.

Odoie provides remote services. Delivery may consist of consultation, analysis, configuration, code, a module, documentation, access to a repository, deployment, testing evidence, a support response or another agreed digital outcome. There is no physical shipping unless expressly stated in writing.

The quotation or invoice should state the expected delivery window. Customer delays in access, feedback, approvals, content or payment may extend that window. A customer should report non-delivery promptly with the invoice number and relevant evidence.

If a customer is more than 20 minutes late without notice, Odoie may treat the session as missed. This does not apply where the delay was caused by Odoie or an agreed meeting platform failure.

• Before work starts: a customer may request cancellation. Unused amounts are refundable except any clearly disclosed capacity-reservation fee or authorised non-cancellable cost.
• After work starts: Odoie may deduct the reasonable value of work performed and authorised costs. Any refundable unused balance will be identified.
• Accepted milestone: an accepted and properly delivered milestone is not refundable merely because requirements or preferences later change.
• Material non-conformity: Odoie should first receive a reasonable opportunity to correct a reproducible failure to meet written acceptance criteria. If it cannot be corrected, an appropriate partial or full remedy may be agreed for the affected milestone.

Custom code, configuration and digital deliverables cannot usually be “returned” after access, delivery or deployment. Refund assessment therefore focuses on the written scope, acceptance evidence and actual work performed—not on a blanket “all sales final” rule.

A support plan may be cancelled for a future renewal period by giving the notice stated in the support agreement. Fees for an active period are normally non-refundable once capacity is reserved or support has been used. If Odoie ends the plan without customer breach, the unused prepaid portion of the affected future period will be refunded.

Unused hours expire or carry forward only as the relevant support plan states. A plan does not guarantee instant or 24/7 response unless a signed service-level agreement expressly provides it.

A verified duplicate charge for the same invoice or service is eligible for a full refund of the duplicate amount. If a transaction shows as failed but the account was debited, first allow the provider or bank’s automatic reversal period. PayFast states that failed debits are generally auto-refunded within seven working days and that completed refunds may take 10–12 working days to appear.

Send Odoie the invoice or order number, amount, date, payment provider, transaction reference and a redacted proof of debit. Never send a full card number, CVV, banking password or one-time password.

1. Email [email protected] with “Refund request” in the subject.
2. Include your name, invoice/order number, amount, payment date and reason.
3. Attach only necessary, redacted evidence.
4. State the resolution requested: correction, reschedule, service credit, partial refund or full refund.

Odoie may ask for additional non-sensitive information needed to match the payment or assess delivery. Refunds are returned through the original payment route where reasonably possible.

Odoie aims to acknowledge a complete request within one business day and provide an initial decision or information request within three business days. Complex delivery disputes may take longer; Odoie will explain the next step and keep a written record.

Once approved and initiated, a refund’s arrival depends on the payment provider and bank. A typical target is 7–12 working days. If a refund confirmation has been issued but funds have not arrived after the provider’s stated period, contact Odoie and the relevant provider or bank with the transaction reference.