Service Policies

These policies describe how we work with you. They form part of your agreement with us alongside our Terms & Conditions.

1. How engagements work

Most engagements follow four stages: discovery (understanding the problem), design (scope, approach, and plan), build (development in visible increments), and deliver / maintain (handover and ongoing support). Your proposal or statement of work ("SOW") sets out the specific milestones, deliverables, and fees.

2. Discovery

Our initial discovery conversation is free. For larger engagements we may propose a paid discovery phase to produce a detailed scope and estimate — if so, that is stated up front. Paid discovery is billable work and is non-refundable once delivered.

3. Deposits

Engagements begin with a deposit, typically 40–50% of the project fee, due before work starts. The deposit reserves our capacity, covers scoping and setup, and is non-refundable once work has begun. The exact percentage is stated in your proposal.

4. Milestone payments

Remaining fees are billed against milestones defined in the SOW. Each milestone is invoiced as it is reached and is due within the period stated on the invoice. We show working software throughout — typically on a regular cadence — so you can see progress before each milestone is accepted.

5. Changes to scope

Work outside the agreed scope ("change requests") is handled as a written addition to the SOW, with its own estimate and, where needed, an adjusted timeline. We will not proceed with billable out-of-scope work without your approval.

6. Revisions

Each deliverable includes a reasonable number of revision rounds to meet the agreed specification, as described in the SOW. Revisions that go beyond the agreed specification are treated as change requests. Change requests and addition of new software will change your monthly subscription and may include a surcharge. If you do have a change request or want new software on-top of your already subscription please contact us.

7. Timelines

Timelines in a proposal are good-faith estimates that assume timely feedback, access, and approvals from you. Delays in providing these, or approved scope changes, may shift dates and cost. We will keep you informed of any material change to the schedule.

8. Cancellation and refunds

• Between milestones. You may cancel an engagement between milestones. You pay for all work completed and accepted up to that point; the deposit and completed-milestone fees are non-refundable.

• After acceptance. Once a deliverable has been delivered and accepted, its fee is non-refundable.

• If we fail to deliver. If Orlix materially fails to deliver agreed work and does not remedy it within a reasonable period after written notice, you are entitled to a refund of fees paid for the undelivered work.

• Work is yours to keep. On cancellation, you receive the work produced and paid for to date (code, designs, documentation).

9. Subscriptions and ongoing support

Where you engage us for ongoing support or a subscription service (for example, a monthly maintenance or hosted-CRM plan):

• Plans are billed in advance for each period.

• You may cancel at any time, effective at the end of the current billing period.

• Cancellation stops future charges; the current period is not refunded.

• On cancellation, we provide a reasonable export of your data and will not hold it hostage.

10. Client responsibilities

To keep an engagement on track, you agree to provide timely access to systems and people, the information and credentials we reasonably need, prompt feedback and approvals at each stage, and confirmation that you hold the rights to any materials or data you provide to us.

11. Confidentiality and data

We treat your business information and data as confidential, as described in our Terms & Conditions. How this website handles personal data is described in our Privacy Policy.

12. Warranty period

Unless your SOW states otherwise, delivered software includes a limited period during which we will fix defects in the delivered work at no charge. Enhancements, new features, and changes to the agreed specification are not covered by this warranty and are handled as new work or under a support plan.

13. Questions

Anything unclear? Email contact@orlixsolutions.com before you accept a proposal - we are happy to walk you through any of this.