Effective Date: November 23, 2025
Last Updated: November 23, 2025
This Refund Policy (“Policy”) governs payments made to Omero Digital LLC, a New Mexico limited liability company (“Omero Digital,” “we,” “us,” “our”). By purchasing a digital product, booking a service, or submitting payment, you agree to this Policy.
1) Summary
We sell digital resources and provide professional services (strategy, design, development, consulting).
Because digital products can be accessed instantly and services require reserved time and labor, refunds are limited and evaluated under the rules below.
2) Digital Products (Non-Refundable)
Digital products include templates, frameworks, guides, worksheets, UI kits, checklists, training files, and other downloadable or access-based digital resources.
All digital product purchases are final and non-refundable once access has been provided.
A digital order is considered “delivered” when any of the following occurs:
- A download is completed, or
- Access is provided via email, thank-you page, portal/dashboard, or shared drive/folder, or
- A link/credential is issued that enables access.
We maintain access records (timestamps/logs) to help resolve support requests and payment disputes.
Exception (duplicate/technical issue):
If you were accidentally charged twice, or access fails due to a verified technical error on our side and we cannot resolve it within a reasonable time, we may issue a refund or provide an alternative delivery method.
3) Services (Limited Refunds Before Work Starts)
Services include consulting, strategy, audits, design, development, implementation, onboarding, setup, and any custom work performed by our team.
Because services involve time reservation and work allocation, refunds are handled as follows:
3.1 Before Work Begins
A refund request may be considered only if:
- No work has started,
- No deliverables have been shared, and
- No time has been reserved or scheduling allocation has been made.
If approved, the refund may be issued minus an administrative and allocation fee (typically 15%–40%) depending on preparation already completed (planning, intake review, scheduling, tool setup, etc.).
3.2 After Work Begins
Once work has started, payments are non-refundable. This includes situations such as:
- Change of mind after kickoff
- Choosing not to use the deliverables
- Delays caused by missing client inputs
- Internal expectations not reflected in the agreed scope
If issues arise, we will make reasonable efforts to resolve them through:
- Clarifications, revisions as outlined in scope, and/or
- A mutually agreed adjustment plan where possible.
4) Deposits, Retainers & Booking Fees
Deposits/retainers/booking fees secure scheduling and internal allocation.
These payments are non-refundable and non-transferable, including if:
- The client cancels,
- The project is postponed indefinitely, or
- The client becomes unresponsive after reserving time.
5) Subscriptions or Recurring Services (If Offered)
If we offer subscriptions or recurring retainers:
- Billing occurs in advance for the upcoming period
- Cancellation stops future billing only
- Past charges are non-refundable
- No proration is provided for partial billing periods
6) Proof of Delivery & Completion
To ensure clarity for both parties, an order or service milestone may be considered delivered when one or more of the following occurs:
- Files, drafts, or final assets are sent via email or shared link
- Work is accessible via a portal, drive folder, staging environment, or shared workspace
- Prototypes, mockups, or screenshots are provided for review
- Meetings/consultations are completed (and may be documented)
We keep records to protect both the client and Omero Digital in the event of payment disputes.
7) Client Responsibilities & Project Pauses (Fair “Unresponsive” Clause)
Many projects require timely client input (content, access, approvals, brand assets, feedback). If required inputs are not provided, project timelines may shift.
If a project is paused due to missing client inputs or unresponsiveness:
- We may place the project on hold after reasonable follow-up attempts, and
- We may close the active phase of the project after an extended period of inactivity.
If the client later wants to resume, we may require:
- A new start date based on availability, and/or
- A reasonable reactivation/restart fee if significant re-planning is needed.
This policy is not meant to punish clients — it protects scheduling and ensures projects can be completed efficiently.
8) No Guarantees of Business Results
We provide strategy, creative work, and implementation support — but we do not guarantee outcomes such as:
- Revenue, ROAS, conversion rate improvements
- Sales volume or business performance
- Results dependent on market conditions or client execution
Refunds will not be granted based on performance expectations or business outcomes.
9) Disputes, Chargebacks & Fraud Prevention
We encourage customers to contact us first so we can resolve concerns quickly.
If a dispute/chargeback is filed, we may provide evidence to the payment processor including:
- Invoices, order details, and scope documentation
- Delivery/access logs and timestamps
- Written communication history
- Proof of work completed (screenshots/files)
9.1 License & Usage Upon Reversal
If a payment is reversed via chargeback or refund, any associated license or right to use delivered digital assets is revoked. Continued use, copying, resale, or redistribution may violate intellectual property rights.
10) Right to Refuse Service
We reserve the right to refuse or terminate service if a client:
- Engages in abusive or threatening behavior
- Attempts fraud or misrepresentation
- Violates intellectual property rights
- Repeatedly fails to pay balances owed
Where appropriate, we will provide written notice. Termination does not automatically entitle refunds for completed work or reserved time.
11) Governing Law
This Policy is governed by the laws of the United States and the State of New Mexico. Any disputes will be handled exclusively in state or federal courts located in New Mexico.
12) Contact
Omero Digital LLC
Email: admin@omerodigital.com
Website: https://omerodigital.com