Oritenga Guarantee Terms

Clear protection at each agreed project stage

These terms explain how Oritenga’s satisfaction guarantee applies to the fixed-price Store Review and to larger Shopify projects delivered through clearly defined milestones.

The purpose of this page is to make the review, revision and refund process clear before project work begins.

Plain-language terms

Defined review process

Written feedback and resolution

Important distinction

Two services. Two different guarantee structures.

A Store Review may qualify for a refund of the full Store Review fee under the conditions explained on this page. For a larger Shopify project, the guarantee normally applies only to the current unapproved stage—not automatically to the entire project.

Plain-Language Comparison

Two services. Two distinct guarantee models.

The fixed-price Store Review is assessed as one defined service. Larger Shopify projects are delivered through separate stages, so guarantee eligibility is assessed against the current unapproved stage.

Review the difference before your project begins
Fixed-Price Service

Store Review guarantee

One complete deliverable

The Store Review may qualify for a refund of the full Store Review fee when the delivered review materially fails to include the agreed deliverables and Oritenga is unable to correct the issue through the agreed resolution process.

Review section
Review section
Review section
Review section
One defined service

The complete Store Review is assessed as one deliverable.

Potential refund

Full Store Review fee

The complete Store Review fee may be eligible when all applicable conditions are met.

Applies to

The Store Review deliverable

The review is assessed as one fixed-price service with a confirmed list of deliverables.

Required first step

Written notice and an opportunity to correct the issue

Oritenga must first receive specific written feedback and a reasonable opportunity to correct an eligible issue.

What does not automatically qualify

A disagreement with the recommendations, a change of mind or a decision not to implement the recommendations does not by itself make the Store Review eligible for a refund.

Milestone-Based Project

Current-stage guarantee

Current stage only

For a larger Shopify project, the guarantee applies to the current unapproved project stage. It does not automatically apply to the complete project value.

Project milestone structure Guarantee eligibility is assessed at the current stage
Approved

Completed and accepted

Current

Delivered and under review

Assessed here
Future

Not yet started

Potential refund

Fees paid for the current eligible stage

A refund may apply only to the fees associated with the current stage when all applicable conditions are met.

Applies to

The latest stage that has not been approved

The current stage is the most recent milestone delivered for review and not yet accepted by the client.

Required first step

Completion of the agreed feedback and revision process

The client must provide specific feedback and allow Oritenga to complete the revisions included in the agreed scope.

Previously accepted work is excluded

Stages that have already been approved, published, used or followed by authorisation to begin the next stage are not included in a current-stage refund.

The essential distinction

Refund eligibility follows the structure of the service.

Store Review One defined service

Potential refund of the full Store Review fee.

Larger Shopify Project Multiple approved stages

Potential refund of the current eligible stage.

Eligibility always depends on the confirmed scope, revision process, approval status and the applicable project agreement.

01 Guarantee Coverage

What the guarantee covers

Oritenga’s guarantee is based on the work and deliverables confirmed in your project scope.

The guarantee covers whether Oritenga has delivered the agreed work for the eligible service or project stage in material accordance with the confirmed scope.

For a larger Shopify project, the guarantee applies only to the current unapproved stage. It does not automatically include the complete project, previously approved milestones or third-party costs.

The guarantee provides a clear resolution process when an agreed deliverable has not been completed as confirmed. Oritenga will first review the concern and complete the applicable correction or revision process.

The central principle

Oritenga guarantees the agreed work and delivery process—not a specific commercial result that depends on customer behaviour, market conditions, advertising, search platforms or other factors outside Oritenga’s control.

Confirmed project scope
Design Development Functionality Revisions

May support, but cannot guarantee

Commercial outcomes
Revenue Conversion rate Search rankings Advertising results
Scope-based protection

Covered by the guarantee

Eligibility is assessed against the deliverables and responsibilities recorded in the confirmed scope.

Agreed deliverables

The pages, designs, development work, reports or other outputs specifically included in the eligible service or stage.

Confirmed functionality

The Shopify features and behaviour Oritenga agreed to design, build or configure.

Material conformity with the scope

Whether the delivered work substantially reflects the approved requirements and agreed project direction.

Agreed revision process

The opportunity to provide specific feedback and receive the revisions included in the project agreement.

Current eligible stage

For milestone-based projects, the latest delivered stage that has not been approved, published, used or followed by authorisation to continue.

Commercial performance

Results that cannot be guaranteed

Oritenga may design and build toward better usability, performance and conversion opportunities, but commercial results depend on factors outside the delivered project scope.

Revenue or sales volume Conversion-rate improvement Search-engine rankings Advertising results Customer acquisition costs Customer or market response Third-party platform performance

Commercial outcomes can be affected by pricing, product demand, traffic quality, advertising, inventory, fulfilment, customer behaviour, market conditions and third-party platforms.

Conversion-focused work

Oritenga may recommend and implement conversion-focused improvements, but no specific conversion rate, revenue increase or other commercial result is guaranteed.

Scope before outcome

The guarantee is assessed against what Oritenga agreed to deliver.

A guarantee request is reviewed against the confirmed proposal, statement of work, milestone deliverables, revision history and approval status—not solely against the commercial performance of the store after delivery.

Detailed eligibility conditions and exclusions are explained in the following sections.

02 Current Stage Definition

What counts as the current stage

The current stage is the most recent project milestone that Oritenga has delivered for review and that the client has not yet approved.

A project stage is a defined part of the agreed work. Depending on the scope, a stage may include design concepts, page layouts, Shopify development, content implementation, integrations, testing or another clearly defined group of deliverables listed in the project proposal.

For guarantee purposes, the current stage is assessed separately from work that has already been accepted and from future work that has not yet started.

A stage may include

One defined group of project deliverables

Design concepts Page layouts Shopify development Content implementation App integrations Testing and QA
When a stage is treated as approved

A stage is generally treated as approved when the client confirms approval in writing, asks Oritenga to begin the next stage, publishes or uses the delivered work, or otherwise accepts the stage as complete.

Once a stage has been approved, used or followed by authorisation to continue, it is no longer treated as the current stage for guarantee purposes.

Milestone-based projects

Where guarantee eligibility is assessed

Stage 01

Approved Stage

Completed

The work has been accepted, used, published or followed by approval to continue.

Not eligible as the current stage

Assessed here
Stage 02

Current Stage

Under review

The work has been delivered for review but has not yet been approved or accepted.

May remain eligible under the applicable terms

Stage 03

Future Stage

Not started

The stage has not yet been delivered and is not part of the current guarantee assessment.

No current-stage payment claim

Current-stage principle

The guarantee is designed to address the latest delivered stage that is still under review. Eligibility remains subject to the confirmed scope, revision process and applicable project agreement.

Why this matters

The guarantee follows the project’s approval history.

It does not automatically reopen earlier approved work or apply to stages that have not yet started. The relevant proposal, milestone record, written feedback and approval history are used to identify the current stage.

Approved work remains completed

Current work receives the review process

Future work remains outside the assessment

03 Feedback and Revisions

The agreed revision process

Before refund eligibility is reviewed, Oritenga must have a reasonable opportunity to understand the concern and correct an eligible issue within the confirmed scope.

Before requesting a refund, the client must provide clear written feedback explaining which agreed deliverable does not meet the confirmed scope.

Oritenga must be given a reasonable opportunity to review the feedback and complete the revision process included in the project proposal or agreement.

The revision process is intended to correct issues relating to the confirmed scope. It does not include unlimited revisions, a new creative direction or additional work that was not part of the eligible service or project stage.

Four-step workflow

How the revision process works

The process creates a clear written record of the concern, the corrections completed and the final outcome.

01
Ready for review

Stage delivered

Oritenga provides the agreed deliverable or project stage for the client’s review.

The agreed work is presented for review.

02
Concern documented

Written feedback provided

The client identifies the deliverable, requirement or functionality they believe does not meet the confirmed scope.

The concern is specific and recorded in writing.

Correction opportunity
03
Agreed correction process

Agreed revisions completed

Oritenga reviews the feedback and completes the revisions included in the proposal or project agreement.

Eligible issues are corrected within the confirmed scope.

04
Resolution decision

Stage approved or eligibility reviewed

The revised stage is approved, or the remaining issue is reviewed against the applicable refund conditions.

The outcome is confirmed against the applicable terms.

Important distinction

Revision versus scope change

The guarantee correction process applies to eligible work inside the confirmed scope. New work is handled separately.

Revision

Improves work within the confirmed scope

A revision corrects, refines or improves work that Oritenga already agreed to deliver.

  • Correcting a layout issue
  • Adjusting work within the approved direction
  • Fixing agreed functionality
  • Updating agreed content implementation
  • Correcting inconsistency with the confirmed scope

Included when covered by the agreed revision process.

Scope Change

Introduces work outside the confirmed scope

A scope change introduces a new direction, requirement or deliverable that was not included in the agreed work.

  • A new creative direction
  • A new page, template or content section
  • Additional functionality
  • A new app or integration
  • Replacement of an approved approach

May require a revised scope, timeline and price.

Clarification

A revision corrects or improves work within the confirmed scope. A request that introduces a new direction, feature, page, integration or deliverable is a scope change and is not part of the guarantee correction process unless agreed in writing.

Preference changes

A preference change is not automatically a delivery failure

A new preference, changed business direction or request to replace an approved approach does not by itself mean that Oritenga failed to deliver the confirmed scope.

How the process ends

Correction comes before refund assessment.

When the agreed revisions resolve the concern, the stage can be approved. When an eligible material issue remains unresolved after the agreed process, Oritenga reviews the stage against the applicable refund conditions and project agreement.

Outcome A

Issue resolved

Stage approved and the project continues.

Outcome B

Issue remains materially unresolved

Refund eligibility is reviewed under the applicable terms.

An unresolved disagreement does not automatically result in a refund. Eligibility is assessed against the confirmed scope, revision history, approval status and applicable project agreement.

04 Eligibility Conditions

When a stage may remain eligible

A current project stage may remain potentially eligible for a refund only when all applicable conditions are satisfied.

Eligibility is assessed against the confirmed scope, the stage’s approval status, the written feedback provided, the agreed revision process and the applicable review period.

Meeting one condition alone is not enough. The stage must remain unapproved, the concern must relate to agreed work, and Oritenga must first have a reasonable opportunity to correct the eligible issue.

Eligibility checklist

Every applicable condition is reviewed

The stage, project record and applicable agreement are reviewed together. No single condition automatically creates a refund.

01
Approval status

The stage has not been approved or used

The client has not approved the stage in writing, requested Oritenga to begin the next stage, published the work or begun using it in the business.

Reviewing work in a draft, preview or development environment does not by itself count as publishing or commercial use.

02
Scope connection

The concern relates to the confirmed scope

The issue concerns a deliverable, feature, design requirement or responsibility specifically included in the eligible service or project stage.

A new direction, additional feature or extra deliverable is a scope change rather than an eligible delivery issue.

03
Written record

The client provided specific written feedback

The client clearly identified the relevant deliverable, the confirmed requirement and the issue they believe remains incomplete or materially inconsistent with the agreed scope.

General dissatisfaction without identifying the unmet agreed requirement is not sufficient by itself.

04
Correction process

Oritenga was given the agreed opportunity to correct the issue

The client allowed Oritenga to review the concern and complete the revision rounds, response process and correction work included in the proposal or project agreement.

Refund eligibility is not normally reviewed before the agreed correction opportunity has been completed.

Key assessment
05
Material issue

The stage still materially fails to meet the confirmed scope

After the agreed revision process, an eligible issue remains significant enough that the delivered stage does not substantially provide what Oritenga agreed to deliver.

A minor preference difference, small cosmetic adjustment or newly requested direction does not necessarily constitute a material failure.

06
Request timing

The request was submitted within the applicable review period

The client submitted the guarantee request within the review period stated in the applicable proposal or project agreement.

Where no specific review period is stated, Oritenga will assess whether the request was made within a reasonable period after the revised stage was delivered.

Request timing

Review period

The applicable review period is the period stated in the proposal or project agreement. It begins when the revised stage is made available through the agreed project channel.

01

Revised stage delivered

02

Client reviews the completed revisions

03

Eligible request submitted within the stated period

A request submitted after the applicable review period may no longer be eligible under the stage guarantee, subject to the applicable agreement and any rights that cannot lawfully be excluded.

Eligibility status

A stage may stop being eligible when

The client approves the stage.

The client publishes or begins using the delivered work.

The requested change falls outside the confirmed scope.

The applicable review period expires before a request is submitted.

The agreed revisions resolve the issue and the stage materially meets the confirmed scope.

Important clarification

Potential eligibility is not an automatic refund

Meeting the initial conditions means the stage can be reviewed for refund eligibility. It does not automatically confirm that a refund is due. Oritenga will assess the confirmed scope, written feedback, revisions completed, materiality of the remaining issue, approval history and applicable project agreement.

Eligibility at a glance

Unapproved. Within scope. Corrected first. Requested on time.

A stage may remain potentially eligible only when it is still unapproved, the concern relates to agreed work, specific written feedback has been provided, Oritenga has completed the agreed revision process, a material issue remains and the request is submitted within the applicable review period.

Unapproved stage

Within scope

Revision process completed

Material issue remains

Request made on time

For milestone-based projects, eligibility applies only to the current eligible stage—not the complete project value or previously approved stages.

05 Stage Approval and Finality

Previously approved stages

The current-stage guarantee does not apply retrospectively to work that the client has already approved or accepted.

A previously approved stage is not included in a refund assessment simply because a later stage is stopped, delayed or disputed.

Approval allows Oritenga to treat the stage as complete, allocate resources and begin the next part of the project based on the accepted work.

For milestone-based projects, each stage is assessed separately. The guarantee remains focused on the current unapproved stage rather than reopening the complete project history.

Project progression

How a stage becomes completed work

Approval marks the point at which Oritenga may rely on the accepted work and proceed with the next agreed milestone.

01 Stage delivered

Delivered for review

Oritenga provides the agreed work through the approved project channel.

02 Client review

Feedback and revisions

The client reviews the stage and Oritenga completes the agreed revision process.

Approval point 03 Stage approved

Approval recorded

The stage is accepted and becomes part of the completed project record.

04 Project continues

Next milestone begins

Oritenga proceeds using the approved stage as the basis for the next agreed work.

Once the project proceeds on the basis of accepted work, the earlier stage is no longer the current stage under the stage-based guarantee.

Acceptance examples

How a stage may be accepted

Acceptance may be shown by written approval or by an action that clearly confirms the client has accepted the work and allowed the project to proceed.

01

Written approval

Approval is confirmed through email, Upwork or another agreed written project channel.

Express approval
02

Instruction to continue

The client asks Oritenga to begin the next milestone on the basis of the delivered work.

Project progression
03

Publishing or launching

The client publishes, launches or makes the delivered work available to customers.

Commercial release
Previewing work in a draft or development environment does not by itself count as publication.
04

Using the deliverables

The client begins using the designs, code, copy, report or other deliverables in the business.

Operational use
Downloading, reviewing or testing a file does not necessarily count as operational or commercial use.
05

Providing next-stage materials

The client supplies content, assets, access or instructions that allow the next stage to proceed using the completed work.

Contextual evidence
This is considered together with the complete project record.
Only where expressly agreed
06

Expiry of the review period

A stage may be treated as accepted after the stated review period expires only when the signed proposal or project agreement expressly includes a deemed-acceptance provision.

Conditional provision
Deemed acceptance is not applied where the applicable agreement does not clearly provide for it.
Later project events

A later issue does not automatically reopen approved work

—

A disagreement concerning a later milestone does not automatically make earlier approved work eligible.

—

Pausing or stopping future work does not automatically reverse approval of completed work.

—

A delay in supplying content, access, feedback or decisions does not reopen accepted stages.

—

A later change in strategy, preference or creative direction does not by itself create an eligible delivery failure.

Project evidence

How approval status is confirmed

Approval status is assessed using the complete project record rather than one message or action viewed in isolation.

01

Proposal or statement of work

02

Email, Upwork or project messages

03

Milestone approvals and instructions

04

Publishing, deployment or meaningful-use records

05

The applicable signed agreement

Important fairness clarification

Approval applies to the work available for review at that time

Approval confirms acceptance of the stage based on the work available for review at that time. It does not remove rights that cannot lawfully be excluded or prevent the parties from addressing a concealed defect, misrepresentation or another matter governed by applicable law.

Approved-stage rule

Completed stages remain completed.

Once a stage has been approved or accepted, it is no longer treated as the current stage under Oritenga’s voluntary stage guarantee. A later pause, delay, disagreement or scope change does not automatically make that earlier stage eligible for a refund.

✓
Approved stage

Completed project record

No longer the current stage for guarantee purposes.

02
Current stage

May be reviewed

Subject to all applicable eligibility conditions.

03
Future stage

Not yet delivered

Outside the current-stage guarantee assessment.

This section describes Oritenga’s voluntary guarantee process and does not limit rights that cannot lawfully be excluded.
06 External Costs and Licences

Third-party and external costs

The guarantee applies to eligible Oritenga service fees. It does not automatically include amounts paid to independent third-party providers or costs that Oritenga cannot recover.

Some Shopify projects require subscriptions, licences, platform charges, professional production or other purchases supplied by businesses outside Oritenga.

These costs are separate from Oritenga’s design, development, consulting and project-management fees. When a client approves an external purchase, the amount remains payable to the extent that the third-party provider does not refund, cancel or credit it.

Cost responsibility

What may be reviewed and what is handled separately

The source of the charge determines whether it forms part of an Oritenga service-fee assessment or remains subject to an external provider’s terms.

Oritenga Services

May be reviewed under the guarantee

Eligible fees paid for Oritenga’s work on the applicable service or current unapproved project stage may be reviewed under these guarantee terms.

  • Shopify design
  • Theme development
  • Custom Liquid work
  • CRO implementation
  • Project management
  • Agreed testing and configuration

Subject to guarantee eligibility

Third-Party Costs

Generally outside the service-fee guarantee

Charges paid to another provider are not part of an Oritenga service-fee refund when those amounts are non-refundable or cannot reasonably be recovered.

  • Shopify subscription charges
  • Theme licences
  • App subscriptions
  • Licensed assets
  • External production
  • Platform and transaction charges

Subject to the provider’s terms

External-cost categories

Costs that may sit outside Oritenga’s service fees

External costs are paid for access to another provider’s platform, licence, product or professional service.

01

Platforms, themes and apps

  • Shopify subscription charges
  • Paid Shopify theme licences
  • App subscriptions and usage fees
  • App transaction charges
  • Email, analytics and software-platform fees

These services are supplied under the relevant provider’s subscription, licence and refund terms.

02

Fonts, stock assets and licences

  • Premium font licences
  • Stock photography and video
  • Icons, templates and graphics
  • Music and licensed media
  • Other premium creative assets

A licence may become non-refundable once purchased, downloaded, assigned or used for the project.

03

External production and specialists

  • Photography and video production
  • Translation services
  • External copywriting
  • Legal or compliance review
  • Separately approved professional specialists

This applies to services approved and billed outside Oritenga’s included professional service fees.

04

Infrastructure and transaction costs

  • Domain registration and renewal
  • Hosting outside Shopify
  • Business email services
  • Payment-processing and platform fees
  • Taxes, duties and foreign-exchange charges

These amounts may be collected or retained by platforms, banks, providers or tax authorities.

Other client-approved purchases

Other third-party products or services specifically approved for the project are excluded from an Oritenga service-fee refund only to the extent that Oritenga cannot reasonably cancel, refund or recover the cost.

Approval before purchase

How external costs are normally approved

Oritenga will identify expected external costs and request client approval before purchase whenever reasonably possible.

01

External cost identified

Oritenga identifies that an external product, licence or service may be required.

02

Cost and purpose explained

The expected price, provider and project purpose are explained before purchase whenever reasonably possible.

Client decision 03

Written approval received

The client approves the cost through email, Upwork or another agreed written project channel.

04

Purchase or subscription activated

The purchase becomes subject to the provider’s billing, licence and refund conditions.

Client-approved third-party costs remain payable when a project stage is stopped or refunded, but only to the extent that those costs cannot reasonably be cancelled, refunded or recovered.

Client-owned subscriptions

Direct provider accounts

When the client contracts directly with Shopify, an app provider, domain registrar or another service, cancellation and refund requests must normally be made directly with that provider.

Oritenga does not control the provider’s billing or refund decision.
Recovered external costs

Refunds or credits received

When Oritenga receives a refund, cancellation credit or recoverable balance from a third-party provider for a client-funded purchase, Oritenga will apply or return the amount actually recovered.

Non-refundable fees, taxes or charges retained by the provider may be deducted from the amount recovered.
Important clarification

An external cost is not an additional Oritenga service fee

External costs are paid for access to another provider’s product, platform, licence or service. The exclusion applies only to that external amount and does not prevent an eligible Oritenga service fee from being reviewed under the applicable guarantee conditions.

External-cost rule

Service fees and third-party purchases are handled separately.

Oritenga’s guarantee may apply to eligible Oritenga service fees. It does not automatically reimburse subscriptions, licences, production costs, platform charges or other client-approved external purchases that Oritenga cannot recover.

Oritenga fee

Eligible service fee

May be reviewed under the applicable guarantee.

Third-party cost

External provider charge

Subject to the external provider’s terms.

Recovered amount

Refund or credit received

Applied or returned to the client when recovered.

This section describes Oritenga’s voluntary guarantee and allocation of external project costs. It does not limit rights or remedies that cannot lawfully be excluded.

07 Project Dependencies

Client delays, content and access

Project delivery depends on timely, accurate and complete information, content, access and decisions from everyone involved.

The guarantee does not apply to a delay, incomplete delivery or technical limitation to the extent that it is caused by missing or incorrect client inputs, client-directed changes or circumstances outside Oritenga's reasonable control.

When required information, approval or access is delayed, the affected delivery schedule and review period may be paused or rescheduled. Oritenga will explain the expected impact before continuing whenever reasonably possible.

Shared delivery system

Responsibilities and project dependencies

Oritenga's delivery responsibilities and the client's required inputs work together to keep the project moving.

Oritenga

Work and communication within our control

  • Deliver the confirmed scope
  • Request required inputs clearly
  • Communicate known blockers
  • Explain expected schedule impacts
  • Protect access supplied for the project
  • Correct eligible issues caused by Oritenga's work
OK

Oritenga remains accountable

Project dependencies

Inputs required before work can continue

  • Accurate product information
  • Approved copy, imagery and brand assets
  • Shopify, domain and platform access
  • App permissions and account verification
  • Client feedback and milestone approvals
  • Decisions or materials from external suppliers
IN

Delivery timing depends on availability

Dependency examples

What may affect delivery or technical completion

Any exclusion or schedule adjustment applies only to the task, timing, stage or issue materially affected by the dependency.

01

Content, information and assets

  • Missing product information
  • Incomplete or unapproved copy
  • Missing photography or video
  • Missing logos, fonts or brand guidelines
  • Incorrect or outdated client-supplied information

Oritenga will identify known content gaps that materially affect the agreed work.

02

Feedback, approvals and decisions

  • Delayed feedback or approval
  • Conflicting instructions
  • Missing final project decisions
  • A new business direction
  • A material change in creative preference

A changed direction may require an updated scope, timeline or price.

03

Store, domain and platform access

  • Missing Shopify collaborator access
  • Missing domain or DNS permissions
  • Missing app, analytics or email access
  • Expired credentials or restricted permissions
  • Two-factor authentication delays

Oritenga requests only the access reasonably required for the confirmed work.

04

Platforms and external suppliers

  • Shopify or third-party service outages
  • App or theme faults outside Oritenga's control
  • API changes or service restrictions
  • Domain, payment or email-provider interruptions
  • Delays caused by a client-appointed supplier

This does not exclude issues caused by Oritenga's own incorrect implementation.

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Changes made after delivery

Client or third-party changes to delivered work

Oritenga is not responsible for an issue caused by code, settings, content or configuration changed after delivery by the client, another developer, an app provider or another third party.

When reasonably possible, Oritenga will review available version history or project records to identify whether the issue relates to the original delivery or a later change.

Pause and rescheduling

What happens when a required dependency is missing

The affected work may pause until the required input is supplied and a reasonable revised delivery plan is confirmed.

01

Input identified

Oritenga identifies the content, access, approval or decision required.

02

Blocker communicated

Oritenga explains what is affected and what is needed to continue.

03

Affected work pauses

The related task, timing and review period may pause while the dependency remains unresolved.

04

Input checked

Oritenga confirms that the supplied information or access is sufficient.

05

Timing confirmed

Oritenga communicates a reasonable revised schedule before continuing.

Work may be rescheduled according to the remaining scope, current project requirements and Oritenga's reasonable availability. Work does not necessarily restart immediately when the missing input is received.
Review timing

Review periods may pause with the affected stage

When a stage cannot be properly reviewed because required content, access, testing conditions or client decisions are unavailable, the applicable review period may pause until the dependency is resolved.

Oritenga will confirm when the review period resumes or when a replacement review period begins.
Cause and impact

How responsibility is assessed

01

What directly caused the delay, defect or limitation?

02

Was the cause within Oritenga's reasonable control?

03

Which task, deadline or deliverable was materially affected?

04

What reasonable action could reduce or resolve the impact?

OK
Fairness clarification

A client delay does not automatically cancel the guarantee

A delay, missing input or external interruption affects the guarantee only to the extent that it prevents, delays or changes Oritenga's ability to complete or correct the affected work.

Oritenga remains responsible for unrelated obligations within its reasonable control and for issues caused by Oritenga's own work.

Project-dependency rule

Missing inputs pause the affected work, not the entire relationship.

Oritenga is not responsible for a delay, incomplete task or technical limitation to the extent that it is caused by missing or incorrect client inputs, unavailable access, client-directed changes, external platform failures or another supplier outside Oritenga's reasonable control.

01

Input available

Work continues under the agreed schedule.

02

Input unavailable

The affected work and timing may pause.

03

Input received

The impact is reviewed and revised timing is confirmed.

Any adjustment or exclusion applies only to the stage, task, timing or issue materially affected and does not limit rights that cannot lawfully be excluded.
08 Request and Review Process

How to request a stop or refund

Send the request in writing so the project, concern and requested outcome can be reviewed clearly.

A request may be submitted to info@oritenga.com or through the written communication channel already being used for the project, such as email or Upwork.

Written requests create a clear record of the relevant stage, previous feedback, revisions completed and the outcome the client is requesting.

Request options

Choose the outcome you are requesting

The client may request more than one action, but each requested outcome should be stated clearly.

Option 1

Request another resolution attempt

Ask Oritenga to review the remaining issue and determine whether a final correction within the confirmed scope is appropriate.

Project remains under review
Option 2

Request a project stop

Ask Oritenga to pause or stop work that has not yet been completed. Oritenga will confirm the status of the current stage, approved work, outstanding obligations and external costs.

Stopping future work does not automatically make completed or previously approved stages refundable.
Future work paused or closed
Option 3

Request a refund-eligibility review

Ask Oritenga to assess the eligible service or current unapproved stage against the confirmed scope, written feedback, revision history and applicable project agreement.

Submitting a request starts the review. It does not automatically establish that a refund is payable.
Eligibility assessment required
Where to send the request

Submit the request through a written project channel

Email Oritenga directly or use the existing written project conversation so the request remains connected to the project record.

Primary method

info@oritenga.com

Alternative method

The existing Upwork conversation or agreed project email thread.

Calls and meetings

Telephone or video-call discussions should be confirmed in writing before a refund review is completed.

Request checklist

What to include in the request

Complete information helps Oritenga identify the project, understand the issue and review the request efficiently.

01

Project or Store Review name

Include the store, business or project name and any relevant proposal, agreement or Upwork milestone reference.

02

The relevant deliverable or current stage

Identify the Store Review, design, page, development milestone, report section or other deliverable concerned.

03

The confirmed requirement believed to remain unmet

Explain which part of the agreed scope remains incomplete or materially inconsistent with the confirmed requirement.

04

Previous feedback and revisions

Include or reference the written feedback already provided, corrections requested and revisions completed for the issue.

05

The outcome being requested

State whether the request is for another resolution attempt, a stop to future work, a refund review or a combination of these.

Resolution attempt Project stop Refund review
Review workflow

What happens after the request is received

Oritenga reviews the written request against the complete relevant project record.

01

Written request received

The request is received through email or the agreed project communication channel.

02

Information checked

The project, relevant stage, confirmed scope and requested outcome are identified.

03

Project record reviewed

Oritenga reviews the agreement, feedback, revisions, approval status and applicable exclusions.

04

Clarification or correction

Oritenga may request clarification or propose a final correction where appropriate.

05

Written outcome confirmed

Oritenga confirms whether the request is approved, declined or requires another agreed resolution step.

How the request is assessed

The complete project record is reviewed.

Oritenga will review the request against the confirmed scope, the relevant service or current stage, written feedback, revisions completed, approval history, client cooperation, external costs and the applicable proposal or project agreement.

01

What Oritenga agreed to deliver

02

What was delivered

03

Which material issue was raised

04

What revisions were completed

05

Whether the stage was approved or used

06

Whether the request was submitted on time

07

Whether an exclusion applies

08

Whether an eligible material issue remains

One message or isolated project event will not normally be assessed without considering the complete relevant project record.
Project-stop request

What happens when future work is stopped

After receiving a clear written stop request, Oritenga will confirm which work has been completed, which stage is currently under review, which future work will stop and whether approved third-party commitments remain outstanding.

Oritenga may pause further work while the request is clarified. Previously approved stages and unrecoverable external costs remain subject to the applicable exclusions.
Refund decision

When a refund is approved

Oritenga will confirm the eligible amount, the service or stage to which it relates and the expected processing method in writing.

Previously approved stages, completed work outside the eligible stage, unrecoverable third-party charges and other excluded costs will not form part of the approved refund.
Processing expectations

Approved refunds are normally initiated within 10 business days.

The timeframe begins after Oritenga confirms the approved refund in writing and receives any information reasonably required to process it.

01

Written approval

The eligible amount and processing method are confirmed.

02

Refund initiated

Oritenga submits the refund through the applicable payment method or project platform.

03

Settlement completed

The bank, card provider, payment processor or platform controls the final settlement time.

Initiated means that Oritenga has submitted the refund through the applicable payment method or project platform. Oritenga cannot control when the funds finally appear in the client's account.
Important clarification

Submitting a request begins the review process

It does not automatically establish that Oritenga failed to deliver the confirmed scope or that a refund is payable.

Oritenga will provide the outcome or request any necessary clarification through a written project channel.

Request process at a glance

Write clearly. Identify the stage. Explain the unmet scope. State the outcome requested.

Send the request to info@oritenga.com or through the agreed project channel. Oritenga will review the confirmed scope, feedback, revisions, approval history and applicable agreement before confirming the outcome in writing.

01

Request

The project, stage, concern and requested outcome are identified.

02

Review

The scope and project history are assessed. Clarification or a final correction may be proposed.

03

Outcome

The written decision and any approved refund process are confirmed.

This process describes Oritenga's voluntary guarantee and does not limit rights or remedies that cannot lawfully be excluded.
09 Agreement Framework

Relationship to your project agreement

These public Guarantee Terms provide a general explanation of Oritenga's voluntary guarantee and review process.

Each Store Review or larger Shopify project may also be governed by project-specific documents, including a proposal, statement of work, milestone schedule, platform contract or signed project agreement.

Those documents define the confirmed scope, deliverables, payments, revision limits, review periods, responsibilities and other requirements for that particular project.

These public Guarantee Terms do not replace the project-specific documents. They are intended to be read together with the documents applicable to the engagement.

Documents working together

How the Guarantee Terms relate to your project documents

The applicable documents are read together rather than one document being considered without the rest of the project record.

01
Applicable law

Rights that cannot lawfully be excluded

Mandatory legal rights, obligations and remedies continue to apply where relevant.

02
Platform terms, where applicable

Payment, refund and dispute processes

When a project is managed through Upwork or another platform, the platform's mandatory contract, payment and dispute processes may also apply.

03
Project-specific documents

Proposal, scope, milestones and signed agreement

These documents define the project-specific scope, deliverables, payments, revisions, review periods, approvals and responsibilities.

04
Public Guarantee Terms

General guarantee and review framework

These terms explain the general process for feedback, eligibility, exclusions, project stops and refund reviews.

Project-specific documents control the details of the engagement, subject to mandatory platform requirements and rights that cannot lawfully be excluded.
Project document roles

What each document may define

Different documents may address different parts of the engagement. Together they form the relevant project record.

01

Proposal or statement of work

Records what Oritenga has agreed to deliver and what is outside the confirmed scope.

  • Pages, features and services included
  • Deliverables to be produced
  • Items excluded from scope
  • Client responsibilities
  • Expected external costs
  • Project assumptions
02
  • Expected external costs
  • Project assumptions
    • 03

    Revision and review terms

    Explain how feedback is submitted, revisions are completed and stages are reviewed.

    • Revision limits
    • Feedback process
    • Review periods
    • Acceptance process
    • Correction opportunity
    • Current-stage eligibility
    04

    Platform or signed agreement

    May contain additional commercial and legal conditions for the engagement.

    • Payment method
    • Ownership and licences
    • Confidentiality
    • Cancellation
    • Dispute process
    • Document priority
    More detailed project terms

    When project-specific documents provide more detail

    When a project-specific agreement contains more detailed terms concerning scope, deliverables, revisions, review periods, approvals, payments or responsibilities, those terms apply to that project to the extent permitted by law.

    These public Guarantee Terms continue to explain the general process except where the applicable project-specific document expressly provides a different process for that engagement.

    Where a third-party project platform is used, its mandatory payment, refund and dispute requirements may also apply.
    Document priority

    When documents appear to differ

    Where the applicable signed agreement states an order of priority between project documents, that stated order will be used.

    Where no express order is stated, the documents will be read together in context, with the more specific project terms used to understand the individual engagement.

    These public terms will not be interpreted as removing a right or obligation that cannot lawfully be excluded.
    Applicable version

    Which version applies to your project

    Unless the applicable project agreement states otherwise, the version of these Guarantee Terms referenced or made available when the project is accepted will normally apply to that engagement.

    A later website update will not retrospectively change an existing project agreement unless the change is agreed in writing or required by law.

    01

    Direct link to the applicable Guarantee Terms

    02

    Applicable version or effective date

    03

    Any project-specific variation

    04

    Written acceptance of the project documents

    Scope clarification

    The guarantee does not reduce the agreed project scope

    These Guarantee Terms explain the conditions of Oritenga's voluntary guarantee. They do not allow Oritenga to reduce or replace deliverables expressly included in the applicable project agreement.

    The guarantee also does not automatically add services, revisions or deliverables that were not included in the confirmed scope.

    Project record

    Documents that may apply to your project

    The applicable project record may include several documents and written approvals rather than one contract viewed in isolation.

    01

    Accepted proposal

    02

    Statement of work

    03

    Milestone and payment schedule

    04

    Revision and review terms

    05

    Signed service agreement

    06

    Upwork or other platform contract

    07

    Approved written variations

    08

    Applicable Guarantee Terms version

    Statutory rights

    Applicable legal rights remain protected

    Nothing in these Guarantee Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under applicable law.

    Oritenga's voluntary guarantee may provide a process or remedy in addition to rights available under applicable law. Where a mandatory legal requirement conflicts with these Guarantee Terms or a project agreement, the mandatory legal requirement applies.

    Agreement relationship at a glance

    The project agreement defines the work. The Guarantee Terms explain the process. Applicable law protects mandatory rights.

    Oritenga's public Guarantee Terms provide a general framework. The applicable proposal, statement of work, milestone schedule, platform terms and signed project agreement define the specific engagement and should be read together.

    01

    Guarantee framework

    Explains feedback, eligibility, exclusions, project stops and refund reviews.

    02

    Project-specific details

    Defines scope, deliverables, milestones, revisions, review periods and payments.

    03

    Mandatory protections

    Rights and obligations that cannot lawfully be excluded continue to apply.

    Nothing in these Guarantee Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under applicable law.
    10 Plain-Language Summary

    The guarantee in one minute

    Here is the essential difference between the Store Review guarantee and the stage-based guarantee used for larger Shopify projects.

    Store Review

    The full Store Review fee may qualify

    A Store Review may qualify for a refund of the full Store Review fee when the agreed deliverables remain materially incomplete after Oritenga has had the agreed opportunity to understand and correct the issue.

    • Applies specifically to the Store Review service
    • The concern must relate to the agreed deliverables
    • Oritenga must receive the agreed correction opportunity
    Potential eligibility Full Store Review fee
    Larger Shopify Project

    Only the current unapproved stage may qualify

    For a larger Shopify project, potential refund eligibility is limited to the current unapproved stage. Previously approved stages, completed work outside that stage and non-refundable third-party costs are excluded.

    • The relevant stage must still be unapproved
    • Previously approved stages remain completed
    • Unrecoverable third-party costs are handled separately
    Potential eligibility Current unapproved stage only
    01

    Confirmed scope

    The concern must relate to work included in the agreed scope.

    02

    Written feedback

    The remaining issue should be explained clearly in writing.

    03

    Correction opportunity

    Oritenga must have the agreed opportunity to resolve the issue.

    04

    Approval status

    Approved work is treated differently from the current stage.

    05

    Eligible amount

    Excluded and unrecoverable external costs are not included.

    Our first priority

    Understand the concern and correct eligible work

    Oritenga's first priority is to understand the concern, review the confirmed scope and correct eligible work through the agreed revision process before a refund becomes necessary.

    When the issue cannot be resolved and the applicable eligibility conditions are met, Oritenga will review the relevant refund request fairly and in writing.

    Eligibility depends on the confirmed scope, approval status, revision history, applicable exclusions and the relevant project agreement.
    Questions and clarification

    Have a question about how the guarantee applies?

    Contact Oritenga before starting your project for a clear explanation of how the guarantee, milestones, revisions and approval process will apply to the proposed scope.

    For questions about an existing project, use the written communication channel already associated with that project.

    Contact Oritenga View How We Work