Refund and Remediation Policy

In plain words

1. Analysis and migration are free. A credit is spent only when you unlock a finished migration. A failed, blocked or unsupported migration never costs a credit.
2. You pay for a pack of credits up front. For the first 14 days you can ask us for your money back on any credit you have not used — nothing happens automatically, you have to ask. After those 14 days there is no more money back, but the credits are not lost: they stay on your account and remain usable for 24 months.
3. If an unlocked result has a material defect, we fix it first. Remediation within a defined period and number of cycles.
4. If we still cannot deliver, you get the credit back, or its purchase price if you prefer.
5. Some things are always refunded: duplicate or unauthorized charges, payment errors, credits we fail to deliver, and anything the law requires.
6. Your legal rights are untouched. You can always contact your bank or card issuer. We do not claim we will win a dispute; we claim we will treat you fairly and keep records of what happened.

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1. What you pay for

A Pack purchase buys Credits. A Credit buys one unlocked Migration, including the Remediation Service for it. The Fee for a Pack is charged in full at purchase. It is not a payment for a single automated attempt: no Credit is spent until you choose to unlock a completed Migration, and a Migration that fails, is Blocked or ends Unsupported spends nothing.

2. When the service is performed

The paid service for a Migration is performed at Unlock: the moment you confirm in the workspace that one Credit is spent and the Delivery Bundle is made available. It is recorded as the unlocked event.

• Before Unlock nothing has been consumed for that Migration. You may leave a completed Migration unlocked; your Credits stay on your Account.
• Unused Credits can be refunded at the Credit Price if you ask us within 14 days of purchase (Terms Section 6.5) — we never refund on our own initiative. After 14 days no money is refunded, but the Credits stay on your Account and remain usable until they expire (24 months; never while a Migration is in progress or in Remediation).
• After Unlock this policy's remediation rules apply to that Deliverable.

3. Definitions used in this policy

4. The Remediation-First process

4.1 A Migration that cannot be unlocked

1. If a Migration does not reach a deliverable verdict, we tell you within 2 business days what failed and, where a Customer Request (for example a missing asset) could resolve it, what we need.
2. No Credit is spent. There is nothing to refund for that Migration; your Credits remain on your Account and you may retry with the same or another file.
3. If the cause is an Unsupported construct, the report says so and the Migration is closed without charge.

4.2 Material Defect after Delivery

1. Report a suspected Material Defect within 30 days of Delivery using "Report a defect" in your workspace or by email, describing which deliverable, what differs from the Source File, and how you observed it.
2. We acknowledge within 2 business days and tell you within 5 business days whether the report describes a Material Defect within scope. If it does, Remediation starts under Section 4.1 with a fresh Remediation Period.
3. Reports made after 30 days are handled as support requests in good faith; they do not restart the Remediation Period or create a refund entitlement, except where the law provides otherwise.

4.3 Your part

• Respond to Customer Requests within 10 business days. The Remediation Period pauses while a Customer Request is open.
• Provide assets that only you have (external libraries, STEP models, project files) when the report identifies them as needed.
• Make Decisions when the workspace asks for them. Decisions are applied only after you confirm them; we are responsible for applying them as described, you are responsible for the choice.

4.4 If you stop responding

• No response to a Customer Request for 30 days: the Order is suspended. We send a reminder before suspension.
• You may reopen a suspended Order within 90 days by responding. The remaining Remediation Period resumes.
• After 90 days the Order is closed. If a Deliverable had been made available before suspension, it is deemed accepted and no refund is due. If no Deliverable was made available because the Customer Request was never answered, we refund the Fee in full (Analysis is free, so nothing is deducted for it).

4.5 Outcomes

5. What Remediation does not cover

• Scope Changes: handling constructs listed as Unsupported, altering the source design, changing Decisions already applied and delivered, or migrating a different file. We may quote these separately.
• Source-design problems: errors that exist in the Source File itself (for example unconnected nets in the original) are reported, not corrected.
• Third-party assets you did not provide when requested.
• Manual engineering redesign of your board.
• Use of the Deliverable without the engineering review required by the Terms.

6. Refunds we always give

Regardless of Sections 1 to 5 we refund, at the Credit Price (or the full Fee where no Credit was used):

1. Duplicate charges for the same Pack.
2. Unauthorized charges, after we verify the claim with you and, where needed, Stripe.
3. Payment or pricing errors on our side.
4. Credits we fail to deliver to your Account after a confirmed payment.
5. Unused Credits when we close your Account for reasons other than your breach, or discontinue the service.
6. Force-majeure delays of more than 30 days on an unlocked Migration in Remediation, if either party cancels: the Credit is returned or refunded.
7. Any refund required by applicable law or card-network rules.

7. Consumers in the European Union and the United Kingdom

If you are a consumer habitually resident in the EU or the UK:

• You may withdraw from a Pack purchase within 14 days of placing it without giving a reason, using the form below or any clear statement, and receive a refund of the Credits you have not used, at the Credit Price.
• A Credit is used when you Unlock a Migration. At that moment we ask you to expressly request immediate performance and to acknowledge that you lose the right of withdrawal for that Credit once the Deliverable is made available.
• If you withdraw after using some Credits, you pay for the Credits used in proportion to the Fee, and we refund the rest within 14 days.
• If we did not obtain your express request and acknowledgement at Unlock, you owe nothing for that Credit.
• These rights exist alongside this policy. Where this policy is more generous, it applies.

Model withdrawal form (complete and return only if you wish to withdraw):

8. Other jurisdictions

Consumers in Canada, Australia and other countries keep the guarantees and remedies of their local law. In Australia, our services come with guarantees that cannot be excluded under the Australian Consumer Law; this policy adds to those guarantees. Business customers are governed by the Terms and this policy.

9. How to ask for a refund or report a problem

• Workspace: use "Report a defect" on an unlocked Migration, or "Refund unused credits" on a Pack bought in the last 14 days.
• Email: support@orkoottrae.resend.app with your Order Reference.
• We acknowledge within 2 business days and decide within 10 business days, in writing, with reasons and a reference to the section of this policy we applied.
• Credits returned to your Account are visible immediately; money refunds go to the original payment method. Banks may take 5–10 business days to show them.

10. Your rights are preserved

Nothing in this policy limits rights that cannot be limited by law, prevents you from contacting your bank or card issuer, or waives billing-error rights (for example under the US Fair Credit Billing Act). If you open a payment dispute, we will respond with a factual record of the Order: what you were shown, what you accepted, what we processed, delivered and offered. We do not promise any particular outcome of a dispute.

11. Changes

We may update this policy. The version you accepted at checkout, identified by version number and hash on your receipt, applies to your Order.