Refund Policy

1. Scope of This Policy

This Refund Policy applies to:

• existing digital datasets and metadata packages;
• evaluation packs and sample-based commercial deliveries;
• feasibility and pilot dataset builds;
• custom real-world data collection projects;
• annotation, processing, validation, and documentation services;
• ongoing collection or dataset supply programs; and
• other paid digital or professional services provided by Origin Data Lab.

A separate quotation, order form, statement of work, master services agreement, or written contract may contain project-specific cancellation or refund terms.

If a separate written agreement conflicts with this Policy, the separate written agreement will control for the relevant project or transaction.

2. General Refund Principle

Refunds are not automatically available merely because a customer changes its plans, no longer requires the data, or does not achieve a desired model, research, benchmark, or commercial result.

Refunds, replacements, corrections, or project credits may be considered where:

• we are unable to provide the purchased product or agreed service;
• a duplicate or clearly incorrect payment was processed;
• a delivered product materially fails to match an expressly agreed specification;
• a technical access problem caused by us cannot be resolved within a reasonable period;
• Origin Data Lab cancels a project before performing the corresponding paid work; or
• a refund is required by applicable law.

3. Existing Digital Products and Dataset Packages

Existing datasets, metadata packages, evaluation materials, documentation packages, and other digital products are generally non-refundable once any of the following has occurred:

• download access has been activated;
• a download link or delivery credential has been provided;
• files have been transferred to the customer;
• access to private storage or a delivery portal has been granted;
• the product has been downloaded, copied, accessed, or used; or
• the customer has otherwise received the practical benefit of the product.

This rule reflects the fact that digital products can be copied, retained, transferred, or used after delivery.

A refund or replacement may still be considered if the delivered product is corrupted, materially incomplete, unavailable, or materially different from the written product description.

4. Evaluation and Feasibility Materials

Evaluation packs, feasibility builds, and pilot materials are intended to help a customer assess technical fit, integration, scenario relevance, or collection feasibility.

Payment for an evaluation or feasibility build does not guarantee:

• a particular model accuracy or benchmark improvement;
• successful integration with every internal system;
• approval of a later full-scale project;
• the occurrence of every desired edge case or interaction; or
• a specific research, regulatory, investment, or commercial outcome.

Once evaluation materials have been created or delivered, fees are generally non-refundable except where the materials materially fail to meet an expressly agreed written scope.

5. Custom Collection and Production Projects

Custom projects may require feasibility review, location assessment, field planning, operator allocation, device preparation, mission configuration, collection, upload, processing, privacy review, annotation, quality assurance, documentation, storage, or delivery preparation.

Fees associated with work already performed or costs already committed are generally non-refundable.

This may include:

• feasibility and technical review costs;
• project planning and collection design;
• field operator recruitment, reservation, training, or allocation;
• transportation, location, device, connectivity, or operational costs;
• completed or partially completed field collection;
• upload, storage, processing, anonymization, or transformation costs;
• annotation, labeling, validation, and quality-review work;
• non-cancellable third-party expenses; and
• other work completed under the approved project scope.

A project deposit is not automatically fully refundable merely because the final dataset has not yet been delivered. The amount eligible for refund depends on the work completed and costs committed before cancellation.

6. Cancellation Before Work Begins

If a customer requests cancellation before substantive work begins, we may refund the amount paid after deducting:

• payment-processing fees that cannot be recovered;
• completed feasibility, administrative, or technical review work;
• non-refundable third-party costs; and
• any agreed cancellation charge stated in the applicable order or contract.

Whether substantive work has begun will be determined based on actual project activity, not solely on whether field recording has started.

7. Cancellation After Work Begins

If a customer cancels after work has begun, Origin Data Lab may calculate the amount earned based on:

• completed project milestones;
• the percentage of approved work completed;
• field, technical, processing, annotation, and QA resources used;
• third-party expenses already incurred or committed;
• completed deliverables or work-in-progress materials; and
• other reasonable project costs arising before cancellation.

Any unearned and uncommitted balance may be refunded or, where agreed with the customer, applied as a project credit.

We may withhold delivery of unfinished materials until all earned fees and reimbursable project costs have been paid.

8. Materially Non-Conforming Deliverables

A deliverable is materially non-conforming when it fails to meet an objective requirement expressly included in the approved written specification.

Examples may include:

• missing files or batches included in the agreed delivery scope;
• materially incorrect file formats;
• significant corruption preventing normal access;
• failure to meet an expressly agreed technical threshold;
• material inconsistency between the agreed specification and the delivered package; or
• another objectively verifiable failure within Origin Data Lab’s responsibility.

Our primary remedy may be:

• correction;
• replacement;
• reprocessing;
• re-collection of the affected portion;
• re-delivery;
• project credit; or
• a partial or full refund where another remedy is not commercially reasonable.

We must be given a reasonable opportunity to investigate and correct the issue before a refund is required.

9. Non-Refundable Situations

Refunds are generally not available for:

• change of mind after purchase or project approval;
• changes in budget, personnel, management priorities, research direction, or product strategy;
• failure to obtain internal approval, investment, grant funding, or regulatory clearance;
• lack of compatibility with requirements not disclosed before purchase or project approval;
• requirements, formats, scenarios, or quality criteria added after scope approval;
• subjective dissatisfaction where the agreed written specification was met;
• failure to achieve a desired model, benchmark, research, or commercial outcome;
• naturally occurring variation in real-world environments;
• failure to download or preserve files during a stated access period;
• unauthorized use, redistribution, modification, or mishandling of delivered data;
• delays caused by incomplete, inaccurate, conflicting, or late customer instructions;
• delays or limitations caused by customer systems, security controls, or third-party infrastructure;
• work already completed or costs already committed; or
• circumstances otherwise excluded under a signed agreement.

10. Duplicate and Incorrect Payments

Verified duplicate charges or clearly incorrect payment amounts may be refunded after review.

Customers should provide the relevant invoice, transaction date, payment amount, and evidence of the duplicate or incorrect charge.

Payment-provider fees, foreign-exchange differences, bank fees, withholding amounts, or other third-party charges may not be fully recoverable by Origin Data Lab.

11. Technical Access and Delivery Problems

Customers experiencing a download, credential, file-transfer, or delivery problem should contact us promptly.

We may attempt to resolve the problem by:

• issuing a replacement download link;
• extending the access period;
• re-uploading or re-transferring the files;
• providing an alternative delivery method; or
• replacing corrupted files.

A technical issue does not qualify for a refund where it results from the customer’s device, network, firewall, storage capacity, security policy, expired credential caused by delay, or unsupported internal workflow, unless compatibility was expressly guaranteed.

12. Refund Request Process

Refund or correction requests should be submitted in writing within fourteen days after the relevant payment, delivery, or discovery of the claimed issue, unless a separate agreement specifies another period.

The request should include:

• customer or company name;
• invoice, order, transaction, or project reference;
• date and amount of payment;
• the product, service, batch, or deliverable involved;
• a clear explanation of the reason for the request;
• supporting screenshots, files, logs, or other evidence; and
• the requested remedy.

Requests that do not contain sufficient information may require additional verification before review can be completed.

13. Review and Resolution

We will review requests in good faith based on:

• the applicable product description or project specification;
• the stage and amount of work completed;
• costs already incurred or committed;
• whether the issue can reasonably be corrected;
• the customer’s use or access to the deliverables;
• the applicable written agreement; and
• applicable legal requirements.

We may request additional technical or transaction information before making a decision.

Approved refunds will generally be returned through the original payment method where technically and legally possible.

14. Refund Processing

After Origin Data Lab approves a refund, the payment provider, bank, card issuer, currency conversion process, and customer’s financial institution may affect when the funds appear.

Origin Data Lab is not responsible for delays caused solely by a payment provider or financial institution after the refund has been properly initiated.

The amount received by the customer may differ from the original local-currency amount because of exchange-rate movements, bank charges, payment-provider fees, or tax adjustments.

15. Chargebacks and Payment Disputes

Customers should contact us before initiating a payment dispute or chargeback so that we have a reasonable opportunity to review and resolve the issue.

Fraudulent, abusive, or unjustified chargebacks may result in:

• suspension of delivery or account access;
• termination of ongoing projects;
• revocation of licenses where permitted by law and contract;
• recovery of chargeback fees and unpaid amounts; or
• restriction of future transactions.

Nothing in this section limits rights that cannot lawfully be waived.

16. Changes to This Policy

We may update this Refund Policy to reflect changes in our products, services, payment processes, business model, operational practices, or legal obligations.

The updated version will be posted on this page with a revised “Last updated” date.

Updates will not retroactively change a signed project agreement unless the parties agree in writing or applicable law requires it.

17. Contact Us

Refund, cancellation, payment correction, or delivery issue requests may be sent to:

OriginDataLab Co., Ltd.
Origin Data Lab
Email: contact@origindatalab.io

Website: origindatalab.io