Refund & Cancellation Policy

1. Overview

At Onion, we specialize in high-performance websites, product platforms, and next-gen software architecture. Due to the custom, service-oriented nature of our engineering work, we have established a clear policy regarding refunds and cancellations to ensure transparency and mutual accountability.

2. Service Cancellation

Clients may request to cancel their project at any time. However, cancellation terms depend on the project stage:

• Discovery & Design Phase: If cancelled during this phase, the client is responsible for payment for all work completed up to the cancellation date at our standard hourly rates or the agreed-upon milestone fee.
• Development Phase: Once active development has begun, the initial deposit is non-refundable. Cancellations will require payment for the current milestone and any work-in-progress.

3. Refund Eligibility

Refunds are handled on a case-by-case basis and are typically only considered under the following circumstances:

• Non-Commencement: If Onion has not started any work within 14 days of the project start date due to internal reasons, a full refund of the deposit will be issued.
• Service Failure: If we are unable to fulfill the technical requirements explicitly stated in the signed Service Agreement.

Please note that refunds are not provided for changes in client strategy, project abandonment by the client, or delays caused by third-party integrations outside of Onion's control.

4. Payment Terms

All invoices are due within the timeframe specified in your individual contract. Late payments may result in a temporary suspension of development and deployment services.

5. Contact Us

If you have any questions regarding our Refund & Cancellation Policy, please contact our billing department or reach out to your project manager directly.