Refund & Cancellation Policy
Last updated: 19 October 2026
In short: cancel before we start and you get a full refund. Cancel during the project and we refund what you paid beyond the work already done. Once the final work is approved and delivered, it's no longer refundable, but we'll fix anything that doesn't work as agreed. Maintenance can be cancelled at any time.
1. Why our policy works this way
Our websites and videos are custom work, made specifically for your business. The time we spend on your project can't be resold to anyone else, so refunds depend on how much of the work has been done. We always confirm the scope and price with you in writing before any work begins, and we'd much rather fix a problem than lose a client, so please talk to us first.
2. Cancelling a project
| When you cancel | What you get back |
|---|---|
| Before work starts (no concept, design, script or footage work done yet) | A full refund of everything you paid, minus any third-party costs you approved in advance that we can't recover (for example stock footage, music licences or a domain bought for you). |
| After work has started | A refund of the amount you paid beyond the value of the work completed up to the date of cancellation, based on the stages and prices in your proposal. You'll receive the work completed so far once it's paid for. |
| After final approval and delivery (final video files delivered, or the website launched or handed over) | No refund. Custom work that has been approved and delivered can't be returned. Our 30-day fix commitment below still applies. |
3. Your legal right to cancel
If you are a consumer (buying for personal rather than business purposes) and you ordered remotely, you may have a legal right to cancel within 14 days under consumer protection law, including Israel's Consumer Protection Law, 5741-1981. In that case, we refund you within 14 days of receiving your cancellation notice, minus any cancellation fee the law allows (in Israel, up to 5% of the price or NIS 100, whichever is lower) and the value of any service already provided at your request. Nothing in this policy limits rights you have under the law.
4. Revisions and satisfaction
- Each package includes the revision rounds stated in it (the Video Spotlight package includes one). We use them to get the work right for you.
- A change of mind about direction after a concept, script or design has been approved isn't a defect, and isn't grounds for a refund. We can quote the change as extra work.
- Personal taste after approval, or a change in your business plans, isn't grounds for a refund of completed work.
5. Our 30-day fix commitment
If something we built doesn't work as agreed, and you tell us within 30 days of launch or final delivery, we'll fix it at no charge. This doesn't cover changes made by you or others, problems caused by third-party services (hosting, domain, email, Calendly and similar), or new requests.
6. Maintenance plan ($50/month)
- You can cancel at any time by emailing us. Cancellation takes effect at the end of the month you've already paid for, and you won't be charged again.
- The current month isn't refunded or split, and unused maintenance time doesn't carry over to the next month.
- If we cancel the plan, we'll give you at least 30 days' notice, or refund any month you've paid for but won't receive.
7. If a project stalls
If a project is inactive for 60 days because we're waiting for your content, feedback or payment, we may close it. Payments for work completed up to then are not refundable, and we'll deliver what's been done. You can restart later, subject to our availability.
8. If we can't complete your project
In the unlikely case that we have to cancel a project ourselves for reasons not caused by you, we'll refund everything you paid for work not yet delivered.
9. How to cancel or request a refund
- Email orotdigitalsolutions@gmail.com with your name, business name, the project or plan, and the reason. Any clear written notice is enough.
- We'll confirm that we received it, and send you a clear breakdown of any work completed and the amount to be refunded.
- Approved refunds are paid to the original payment method within 14 days. Bank or card fees outside our control may apply.
If you have a concern about a charge, please contact us before opening a dispute with your bank or card company. It's usually much faster to solve directly.
Contact
Orot Digital Solutions is the business name of Nissime Maxime Kutasi, an exempt dealer (Osek Patur, עוסק פטור) registered in Israel, no. 330262528. Address: 54 Menachem Begin St., Hadera, Israel.
Email: orotdigitalsolutions@gmail.com