Refund & Cancellation Policy

Last Updated: September 1, 2026

This policy outlines the guidelines and conditions for consultancy refunds, cancellations, and billing adjustments for Deterix Ltd (trading as opaq).

1. Consultancy Engagements

Due to the custom, service-based nature of professional IT and software development consulting:

  • Cancellation of Projects: Either party may terminate a consultancy engagement by providing written notice as specified in the individual Statement of Work (SOW).
  • Deposits & Upfront Payments: Retainers or upfront payments required to initiate project phases are refundable if you cancel the project in writing *before* work has commenced. Once engineering work, code audit design, or consulting sessions have begun, deposits are non-refundable.
  • Pro-Rata Settlement: In the event of contract cancellation during an active phase, the client is responsible for paying professional fees on a pro-rata basis for all work completed, hours logged, and milestones achieved up to the termination date. Any unearned retainer funds still held by us will be refunded.

2. Payment Processing & Refund Execution

To comply with acquiring bank and card scheme regulations, all processed refunds conform to the following standards:

  • Original Payment Method: All refunds must and will be returned to the **original card or bank account** used to complete the purchase. Under card network regulations, we cannot issue refunds to a different card or via cash/check.
  • Processing Timelines: Approved refunds are processed immediately on our system. Depending on your card issuer or banking network, the refunded amount will typically appear on your statement within **five (5) to ten (10) business days**.
  • Currency and Fees: Refunds are processed in the currency of the original transaction. We are not responsible for any foreign exchange fluctuation differences or bank processing fees applied by your card issuer.

3. Billing Disputes and Support

If you believe there has been a billing error, duplicate charge, or unauthorized transaction, please reach out immediately before raising a chargeback with your bank. We work proactively to address charge inquiries and settle billing discrepancies within 48 hours.

Billing Support Contact
Email: david.copper@opaq.io
Address: 4 Hadleigh Business Centre, 351 London Road, Hadleigh, Benfleet, Essex, SS7 2BT, UK