Refund Policy

1. What this policy covers

This policy applies to consulting services bought directly from Amanorn Solutions, a sole proprietorship carried on by Norman Sallah, based in Toronto, Ontario, Canada.

It does not apply to anything you buy from a third party, even where we recommended it or arranged it on your behalf — software subscriptions, domain names, hosting, hardware, equipment, advertising spend, freight or duties. Those are governed by that supplier's own refund terms. See section 7.

Where a signed engagement letter or statement of work says something different from this page, the engagement letter governs. This policy applies where the engagement letter is silent.

2. How we bill

Our normal practice is to invoice for work as it is delivered, against the milestones or the time recorded in the engagement letter. We do not sell prepaid packages, subscriptions or credits through this website, and there is no checkout on this site.

Because payment follows delivery, in a typical engagement we are not holding your money, and a refund does not arise. If you stop an engagement, you pay for the work done up to that point and nothing further.

3. If a prepayment or deposit is agreed

Some engagements do call for money up front — to reserve a block of time, or to cover a cost we have to commit to before the work starts. Where that is agreed, the engagement letter will state:

• the amount and what it is for;
• whether it is refundable, and on what conditions; and
• what happens to it if either of us ends the engagement early.

If a prepayment is taken and the engagement letter does not say how it is treated, the default in sections 4 and 5 applies.

4. Cancelling before work starts

If you cancel before we have started work, any prepayment is refunded in full, less any third-party cost we had already committed to at your request and cannot recover. We will tell you what those costs are before we deduct them.

5. Cancelling once work is under way

Either of us may end an engagement on the notice set out in the engagement letter. When that happens:

• you pay for work delivered and time properly incurred up to the end of the notice period;
• any prepayment is applied against that amount;
• anything left over is refunded to you; and
• if the work done exceeds the prepayment, we invoice the difference.

We will provide a written summary of what was delivered and how the figure was reached, so you can check it.

Where an engagement was scoped and reserved as a fixed block of time and you cancel at short notice, we may retain a reasonable amount for time we set aside and could not fill. That amount will be stated in the engagement letter; we will not invent one after the fact.

6. If the work is not right

If a deliverable does not match what the engagement letter described, tell us within 14 days of receiving it and set out what is wrong. Our first step is always to fix it at no extra cost, within the agreed scope.

If we cannot put it right within a reasonable time, we will agree a fair reduction in the fee for that deliverable, or refund what you paid for it, whichever fits the situation. Consulting judgement, recommendations and strategic advice are, by their nature, not guaranteed to produce a particular commercial result, and a refund is not available simply because an outcome was disappointing. What we do stand behind is that the work will be delivered with reasonable skill and care, and will match what we agreed to deliver.

7. Third-party costs

Where we buy something on your behalf, or you buy it on our recommendation — a software licence, a domain, hosting, equipment, freight, advertising spend — that money goes to the supplier, not to us. Once committed, it is generally non-refundable to us, so it is non-refundable to you, and it is refundable only on that supplier's own terms. We will always tell you before committing you to a cost of this kind.

8. Billing errors

If you are charged twice, charged the wrong amount, or charged for something you did not agree to, we refund it in full as soon as we have confirmed it — normally within 5 business days. This applies regardless of anything else on this page.

9. How to ask for a refund

Email normansallah@amanornsolutions.com with “Refund request” in the subject line, and include:

• the invoice number or payment reference;
• the date and amount paid; and
• what you are asking for and why.

We will acknowledge within 2 business days and give you a decision in writing, with reasons, within 10 business days. If we need something from you to assess it, we will say so at the acknowledgement stage rather than later.

10. How refunds are paid

Approved refunds are issued to the original payment method wherever possible, and by bank transfer where it is not. We aim to issue within 10 business days of approval; how long it then takes to appear depends on your bank or card issuer.

Refunds are made in the currency of the original payment. We do not compensate for movements in exchange rates between payment and refund, or for transfer, intermediary or currency conversion fees charged by your own bank — those are outside our control.

11. Disputes and chargebacks

Please raise a problem with us before starting a chargeback or a payment dispute. A conversation is faster than a card scheme, and we would rather resolve it directly. Nothing in this section takes away your right to dispute a payment with your bank or card issuer.

12. Rights we cannot exclude

Nothing in this policy limits rights you have under law that cannot be limited, including:

• your rights as a consumer under the Ontario Consumer Protection Act, 2002, which include specific cancellation rights for certain distance and future performance contracts;
• where you are a consumer in the EEA or the UK, your statutory right to withdraw from a distance contract within 14 days — noting that if you asked us to begin the services within that period, you may be required to pay for what was provided before you withdrew; and
• the mandatory consumer protection law of the country where you live.

Most of our engagements are business-to-business, where these consumer rights generally do not apply. Where they do apply, they prevail over this policy.

13. Changes

We may update this policy. The version in force when your engagement letter was signed is the version that applies to that engagement; a later change does not alter an engagement already agreed.

14. Contact

Questions about this policy, or about a specific payment: normansallah@amanornsolutions.com or +1 437 679 6760.