Refund & Cancellation Policy

This Refund & Cancellation Policy ("Refund Policy") explains the conditions under which ORIGEN Holdings (Pvt).Ltd ("ORIGEN", "we", "us", or "our") may provide refunds, replacements, credits or cancellations for products and services purchased from or provided by ORIGEN.

This Policy applies, as applicable, to:

• physical products purchased through ORIGEN-operated online stores;
• digital products;
• software products;
• mobile applications;
• web applications;
• SaaS subscriptions;
• recurring subscriptions;
• development services;
• website development;
• mobile application development;
• software development;
• e-commerce development;
• maintenance and support services; and
• other paid Services provided by ORIGEN.

Different products and services may have different refund conditions. The applicable product-specific terms, order terms, subscription terms, quotation, statement of work or written service agreement may supplement or replace portions of this Policy.

Nothing in this Policy is intended to remove, restrict or exclude any consumer, contractual or statutory right that cannot legally be excluded.

ORIGEN aims to treat refund requests fairly and consistently.

Eligibility for a refund may depend on:

• the nature of the product or Service;
• whether the product has been delivered;
• whether a digital Service has been accessed or used;
• whether development work has commenced;
• the reason for cancellation;
• the applicable contract;
• the applicable payment terms;
• whether the product is defective;
• whether the customer has complied with the applicable terms; and
• applicable law.

A payment being successfully processed does not automatically mean that the payment is refundable.

For physical products purchased through an ORIGEN-operated online store, refund or replacement requests may be accepted where:

• the wrong product was delivered;
• the product is materially different from the product ordered;
• the product arrives damaged;
• the product is defective;
• the order cannot be fulfilled;
• the order is cancelled before dispatch where cancellation is permitted; or
• another legally recognised ground for refund exists.

Certain products may be excluded from return or refund where permitted by law, including products that:

• are personalised or customised;
• have been opened or used;
• are perishable;
• are made to order;
• cannot reasonably be resold for hygiene or safety reasons; or
• have been damaged through customer misuse.

Any such exclusion will be applied only to the extent permitted by applicable law.

If you receive a product that is:

• damaged;
• defective;
• incomplete;
• incorrect; or
• materially different from what you ordered,

you should contact ORIGEN as soon as reasonably possible.

You may be asked to provide reasonable evidence such as:

• photographs of the product;
• photographs of packaging;
• order information;
• delivery information; or
• a description of the issue.

ORIGEN may investigate the issue before approving a refund or replacement.

Depending on the circumstances, ORIGEN may offer:

• replacement;
• repair;
• partial refund;
• full refund;
• store credit; or
• another appropriate remedy.

Where applicable law provides a specific remedy, that legal remedy will prevail.

Unless otherwise required by applicable law or expressly stated for a particular product, ORIGEN is not required to accept returns solely because a customer has changed their mind.

Where ORIGEN voluntarily offers change-of-mind returns, the applicable product page or store terms will specify:

• the eligible return period;
• condition requirements;
• return shipping responsibility;
• restocking fees, if any;
• refund method; and
• excluded products.

Where a return is approved, the product may generally need to be:

• unused;
• in its original condition;
• accompanied by applicable accessories;
• accompanied by original packaging where reasonably required; and
• accompanied by proof of purchase.

ORIGEN reserves the right to reject a return where the returned item has been damaged through misuse, abuse, negligence or unauthorised modification, except where such rejection is prohibited by applicable law.

Where the return is due to:

• an incorrect product supplied by ORIGEN;
• a defective product;
• damage occurring before delivery; or
• another issue for which ORIGEN is responsible,

ORIGEN may arrange or reimburse reasonable return shipping costs where applicable.

Where a return is made for another reason and a return is permitted, the customer may be responsible for applicable return shipping costs.

The applicable product-specific return terms may provide otherwise.

Digital products may include:

• downloadable software;
• digital files;
• licences;
• digital content;
• templates;
• software features; and
• other electronically delivered products.

Because digital products may be accessed or delivered immediately, refunds may be limited once delivery, download or access has occurred.

However, refunds may be considered where:

• the product was materially defective;
• the wrong product was supplied;
• the transaction was unauthorised;
• the Service cannot reasonably be provided;
• ORIGEN materially failed to provide the purchased product; or
• a refund is otherwise required by applicable law.

Purchases made through third-party app stores may be subject to the refund rules of the relevant platform.

Where payment was processed directly by ORIGEN, this Refund Policy will apply.

Where payment was processed by an app store or third-party platform, refund requests may need to be submitted through that platform where required by its policies or applicable law.

ORIGEN cannot guarantee that a third-party platform will approve a refund.

For paid web applications and SaaS products, refund eligibility depends on the applicable subscription terms.

Unless otherwise stated:

• subscription fees are generally charged in advance;
• cancellation normally prevents future renewal;
• cancellation does not automatically create a refund for the current billing period;
• partial-period refunds may not be provided; and
• refunds may be provided where required by law or expressly approved by ORIGEN.

Where a Service has a free trial, promotional period or introductory offer, the applicable trial terms will determine what happens when the trial ends.

You may cancel a recurring subscription using the cancellation mechanism provided for the relevant Service or by contacting ORIGEN.

Cancellation should be completed before the next billing date to avoid the next renewal charge where applicable.

Unless otherwise required by law:

Cancellation generally stops future charges but does not automatically refund previously paid subscription fees.

If you have been charged for a renewal and believe the charge was made incorrectly, contact us promptly so that we can review the matter.

If a recurring payment fails, ORIGEN or its payment provider may:

• retry the payment;
• notify you;
• suspend access;
• restrict functionality;
• cancel the subscription; or
• take other reasonable steps permitted under the applicable terms.

You remain responsible for valid amounts owed before cancellation or termination.

Where a Service includes a free trial:

• eligibility may be limited;
• one trial may be available per person, account or payment method;
• trial functionality may be restricted;
• the trial may automatically convert to a paid subscription if clearly disclosed and agreed;
• cancellation may be required before the trial ends to avoid a charge; and
• ORIGEN may modify or discontinue a trial offer.

Specific trial conditions displayed at registration will apply.

Software-development projects are fundamentally different from ordinary product purchases.

Development Services may involve:

• requirements analysis;
• UI/UX design;
• architecture;
• programming;
• testing;
• deployment;
• project management;
• third-party services;
• infrastructure;
• licences;
• revisions; and
• other work performed specifically for a customer.

Accordingly, refunds for development Services will generally be governed by the applicable:

• quotation;
• proposal;
• statement of work;
• service agreement;
• development agreement; or
• other written contract.

Where ORIGEN requires an advance payment, deposit or milestone payment, that payment may be used to reserve development resources and commence project work.

Once work has commenced, the amount refundable upon cancellation may depend on:

• work already completed;
• resources committed;
• third-party expenses;
• licences purchased;
• infrastructure costs;
• design work completed;
• development completed;
• project milestones achieved; and
• the applicable contract.

Accordingly, development deposits are not automatically refundable once project work has commenced, except where required by applicable law or the applicable written agreement.

A customer may request cancellation of a development project.

ORIGEN will assess the cancellation in accordance with the applicable project agreement.

The customer may remain responsible for:

• completed work;
• approved milestones;
• committed resources;
• third-party costs;
• non-refundable licences;
• infrastructure expenses;
• approved expenses; and
• other amounts contractually payable.

Where appropriate, ORIGEN may provide the customer with completed deliverables after settlement of outstanding amounts, subject to the applicable intellectual-property terms.

ORIGEN may suspend or terminate a project where:

• the customer fails to make required payments;
• the customer repeatedly fails to provide required information;
• the customer materially changes the project scope without agreement;
• the customer provides unlawful instructions;
• the project presents a security or legal risk;
• the customer materially breaches the applicable agreement; or
• continuation becomes commercially or technically impractical.

The financial consequences of such termination will be determined by the applicable project agreement.

Maintenance and support fees are generally non-refundable for periods during which the service has already been provided or resources have been reserved.

Where a support or maintenance plan is cancelled, cancellation will generally apply to the next renewal period unless otherwise agreed.

Custom software, designs, websites, applications and other bespoke deliverables may not be eligible for a refund after substantial work has commenced.

This is because such work may have been specifically created for the customer and may involve resources that cannot reasonably be recovered or resold.

Any refund entitlement for custom work will be determined by the applicable project agreement and applicable law.

Some ORIGEN Services depend on third-party providers.

These may include:

• payment gateways;
• hosting providers;
• domain registrars;
• cloud infrastructure;
• application stores;
• APIs;
• plugins;
• licences;
• advertising platforms;
• delivery providers; and
• other third-party services.

Where ORIGEN has already paid a non-refundable third-party fee on your behalf, that fee may not be refundable unless the third party refunds it or the applicable law requires otherwise.

If you believe a payment was made without your authorisation, contact ORIGEN immediately.

You should also contact your bank or payment provider where appropriate.

We may investigate potentially unauthorised transactions and may request reasonable information necessary to investigate the transaction.

Where fraud or unauthorised use is confirmed, we will take appropriate action consistent with applicable law and the applicable payment provider's procedures.

If you believe you have been charged more than once for the same transaction, contact us as soon as possible.

After verification, an incorrectly duplicated payment may be refunded through the original payment method where reasonably possible.

To request a refund, contact:

Email: hello@origen.lk

Please include:

• your name;
• order or invoice number;
• product or Service purchased;
• date of purchase;
• reason for the refund request;
• relevant supporting information; and
• the preferred method of contact.

Do not send passwords, full payment-card numbers, security codes or other unnecessary sensitive information.

After receiving a refund request, ORIGEN may:

1. 01verify the transaction;
2. 02confirm the applicable terms;
3. 03assess the reason for the request;
4. 04review relevant account or order information;
5. 05inspect returned products where applicable;
6. 06determine whether a refund, replacement, credit or other remedy is appropriate; and
7. 07communicate the decision to the customer.

We may request additional information where reasonably necessary.

Where a refund is approved, we will generally attempt to process it using the original payment method.

The time required for the refund to appear in your account may depend on:

• the payment provider;
• bank processing times;
• card networks;
• weekends and public holidays;
• currency conversion; and
• other financial-institution procedures.

ORIGEN does not control the processing time of third-party banks or payment providers.

Where a payment was made in a currency different from the currency in which a refund is processed, the amount credited by the payment provider or financial institution may differ because of:

• exchange-rate fluctuations;
• conversion fees;
• bank charges; or
• payment-provider fees.

Where permitted by law, ORIGEN is not responsible for exchange-rate losses caused after the original transaction.

Where a refund is approved, applicable taxes included in the refundable transaction may be treated in accordance with applicable tax laws.

Certain taxes, government charges or third-party fees may not be refundable where legally or contractually non-refundable.

Products or Services purchased under:

• promotional campaigns;
• discount codes;
• limited-time offers;
• bundles;
• special pricing;
• introductory offers; or
• other promotional arrangements

may be subject to additional refund conditions.

Unless otherwise stated, a refund of a promotional purchase will not necessarily recreate or preserve the promotional offer for future purchases.

Where products or Services are sold as a bundle or package, refunds may be assessed for the bundle as a whole.

Partial refunds may not be available where the pricing was dependent on the bundle being purchased together.

Where a specific component is defective or unavailable, ORIGEN may determine an appropriate remedy in accordance with the applicable terms and law.

ORIGEN may investigate patterns of potentially abusive refund activity.

Examples may include:

• repeated refund requests;
• false claims;
• fraudulent claims;
• deliberate damage;
• misuse of chargeback processes;
• repeated unauthorised claims;
• exploitation of promotional offers; or
• other conduct intended to obtain Services or products without paying for them.

Where permitted by law, ORIGEN may suspend or terminate accounts involved in fraudulent or abusive activity.

Nothing in this section limits legitimate consumer rights.

If you have a concern about a transaction, please contact ORIGEN before initiating a payment dispute where reasonably possible.

We will attempt to resolve legitimate concerns directly.

However, nothing in this Policy prevents you from exercising any lawful right to dispute an unauthorised or otherwise improper transaction through your bank, card issuer or payment provider.

ORIGEN may provide relevant transaction records to a payment provider where necessary to respond to a chargeback or payment dispute.

Unless otherwise required by applicable law or expressly agreed in writing, the following may be non-refundable once incurred or provided:

• completed custom development work;
• completed design work;
• completed consulting;
• completed technical services;
• consumed subscription periods;
• third-party licence fees;
• domain-registration fees;
• hosting charges already incurred;
• transaction fees;
• payment-provider fees;
• third-party service charges;
• customised products;
• delivered digital products; and
• other services or expenses that cannot reasonably be reversed.

This list is not intended to exclude any mandatory refund or consumer right under applicable law.

For subscription or service-based products, failure to use a Service does not automatically create a refund entitlement.

For example, if a customer purchases a monthly subscription but does not log in or use the Service during that month, the subscription fee will generally remain payable unless otherwise stated or required by law.

Temporary outages, maintenance periods, bugs or interruptions do not automatically create a refund entitlement.

Where a material and prolonged service failure occurs, ORIGEN may, at its discretion or where required by contract or law, provide:

• service credits;
• extensions;
• partial refunds;
• replacement Services; or
• other appropriate remedies.

Where a transaction or account is reasonably suspected of being fraudulent, ORIGEN may delay a refund while the transaction is investigated.

We may also suspend account access or transaction processing where reasonably necessary to protect ORIGEN, users, payment providers or third parties.

Nothing in this Refund Policy is intended to:

• exclude statutory consumer rights;
• restrict legally mandated remedies;
• exclude rights relating to defective products;
• exclude rights relating to unauthorised transactions;
• prevent lawful payment disputes; or
• otherwise limit rights that cannot legally be excluded.

Where applicable law provides a greater refund or remedy right than this Policy, the applicable law will prevail.

For business customers purchasing technology Services from ORIGEN, refund and cancellation terms may be governed primarily by the applicable commercial agreement.

Such agreements may contain specific provisions relating to:

• deposits;
• milestones;
• cancellation;
• termination;
• acceptance;
• change requests;
• project delays;
• third-party expenses;
• intellectual property; and
• outstanding payments.

In the event of a conflict between this Policy and a separately executed commercial agreement, the commercial agreement will generally govern the relevant transaction, subject to applicable law.

A refund does not automatically transfer or grant ownership of intellectual property.

Where custom development work has been cancelled or refunded, ownership and use rights concerning completed or partially completed work will be determined by the applicable agreement and applicable law.

Following cancellation or refund, ORIGEN may retain certain information as required or permitted by law.

This may include:

• transaction records;
• invoices;
• payment records;
• communications;
• security logs;
• accounting records;
• legal records; and
• information required to prevent fraud or resolve disputes.

Personal data will otherwise be handled in accordance with the ORIGEN Privacy Policy.

ORIGEN may update this Refund Policy from time to time.

Changes may be made because of:

• changes to our products;
• changes to our Services;
• changes in payment providers;
• changes in business practices;
• changes in applicable law; or
• other legitimate operational reasons.

The updated version will be published on our website.

The "Last Updated" date indicates the date on which this Policy was most recently revised.

This Refund Policy is intended to operate primarily under the laws of the Democratic Socialist Republic of Sri Lanka, subject to applicable mandatory consumer, contract, payment and other laws.

Nothing in this Policy prevents applicable mandatory legal protections from applying.

If you have a concern regarding a refund, cancellation or transaction, please contact us first:

Email: hello@origen.lk

We will make reasonable efforts to review and resolve legitimate disputes.

Where a dispute cannot be resolved informally, the appropriate court, tribunal or dispute-resolution mechanism having jurisdiction under applicable law or the relevant commercial agreement may be used.

For refund, cancellation or transaction-related enquiries:

ORIGEN Holdings (Pvt).Ltd

No. 387, Akkuregoda Road, Thalangama South, Battaramulla, Sri Lanka.

Email: hello@origen.lk Telephone: +94 76 906 5806 Website: https://www.origen.lk

For faster processing, please include your order number or invoice number where available.

ORIGEN aims to process refund and cancellation requests fairly, transparently and consistently.

The applicable refund outcome will depend on the nature of the purchase, the Service provided, the applicable agreement and the rights available under applicable law.

Nothing in this Policy limits any right or remedy that cannot legally be excluded.

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