Refund & Cancellation Policy

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

The short version

• Changed your mind within 24 hours of paying? 100% back. The only thing ever deducted is a domain we had already registered at your request, and that comes off at cost.
• After 24 hours, or once we have delivered a design? No refund for a change of mind — but we will keep working with you until it is right.
• We cannot deliver what you paid for? Full refund, no argument.
• Something we built is wrong or not what we agreed? We fix it. If we cannot fix it, you get your money back in whole or in part.

Everything below is the detail.

Cancelling within 24 hours

You can cancel and get a 100% refund if you tell us within 24 hours of your payment. We absorb the card-processing fee ourselves: there is no handling charge and no percentage retained. The single exception is a domain we had already registered at your request — see “Hosting, domain and email” below.

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

This window is short on purpose, and we would rather be honest about why: we contact you within 1 business day of payment and a Launch website can be delivered in 48 hours, so work on your project genuinely starts almost immediately.

After 24 hours, or once a design has been delivered

Once the 24 hours have passed — or once we have sent you the first design, layout or written concept, whichever happens first — a change of mind is no longer refundable. There is no partial refund and no retained percentage to calculate: by then we are building the thing you asked for, and that work was made for you and cannot be resold to anyone else.

What does not change is everything below: if we cannot deliver, or what we deliver is not what we agreed, you are still entitled to your money back.

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:

• Use your revision rounds. Tell us what is wrong and we will change it.
• If the revisions in your package run out and we still have not got it right, talk to us before asking for money back. We would rather fix it.
• If what we delivered genuinely is not what we agreed to build, that is a different situation — see “If the work is not what we agreed” below.

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 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, and are paid 50% on booking and 50% before launch — or in full by card if you prefer. The rules above apply to each stage as it is paid: the 24-hour window runs from each payment, and the refund terms specific to your project are restated in the proposal itself.

Hosting, domain and email

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

If you cancel within the 24-hour window and we had already registered a domain at your request, that registration is the one thing deducted from your refund. It comes off at cost — the published price for that extension (.ae AED 270, .com AED 150, .online AED 110, .tech AED 200 per year; other extensions at their published price) — with nothing added to it. The domain stays yours: it is registered in your name, and we would not want to take your domain name away from you anyway. Registries do not refund registrations, which is the only reason this one amount cannot come back.

If we had not registered a domain yet, there is nothing to deduct and the full amount comes back to you.

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).

How to ask for a refund

Email Hello@orralis.ae with:

• your name and company,
• the payment reference from your receipt email (it starts with pi_),
• which package you bought,
• and one line on why.

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

Our timeline:

• We acknowledge your request within 1 business day.
• We give you a decision within 5 business days.
• If a refund is approved, we send it back to your original card through Stripe within 5 business days of the decision.
• Your bank then takes its own time — usually 5 to 10 business days for the money to appear.

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 UAE law

This policy sits alongside your rights under UAE consumer protection law — it does not replace them.

If you are unhappy with how we have handled a refund, you can contact the UAE Ministry of Economy’s consumer protection service, or the consumer protection department of the Emirate you are in.

We would much rather you spoke to us first: Hello@orralis.ae.