Refund policy

Effective Date: June 15, 2026

Thank you for choosing Open-Gate for your online store development needs. We are committed to delivering high-quality digital services and ensuring your satisfaction. This policy outlines our approach to refunds and the right of withdrawal for our digital development services.

1. Nature of Services & Right of Withdrawal

Open-Gate provides digital services in the form of custom online store development. In accordance with EU Directive 2011/83/EU and EU Directive 2023/2673 on consumer rights, consumers have a 14-day right of withdrawal from distance contracts.

However, by placing an order and expressly requesting that work commence immediately, you acknowledge and agree that:

  • The service will begin before the end of the 14-day withdrawal period, and
  • You will lose your right of withdrawal once the service has been fully performed.

This consent is captured at the time of checkout and is a condition of placing an order.

Exercising your right of withdrawal (before full performance): If the service has not yet been fully performed, you may exercise your right of withdrawal by submitting a request via our dedicated withdrawal form: https://open-gate.us/pages/withdrawal-request

You will receive an automatic email confirmation upon submission. Please note that a pro-rata charge will apply for any work already completed at the time your withdrawal request is received.

2. Eligibility for Refunds

Refunds may be considered under the following circumstances:

  • Project Cancellation Before Commencement: If you cancel the project before any work has begun, a full refund will be issued.
  • Withdrawal During Performance: If you exercise your right of withdrawal before the service is fully performed, a refund will be issued proportional to the portion of work not yet completed at the time of the withdrawal request.
  • Service Not Delivered: If Open-Gate fails to deliver the agreed-upon services, you are eligible for a partial or full refund proportional to the scope of undelivered work.
  • Significant Delays: If a project delay of more than 7 business days is caused solely by Open-Gate, you may be eligible for a partial refund, subject to review and mutual agreement.

3. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

  • Work Already Commenced: Once work has begun with your express consent, no refund will be issued for completed portions of the project.
  • Fully Performed Services: Once the service has been fully performed, the right of withdrawal is extinguished as per your consent given at checkout.
  • Change of Scope: If you change the scope, functionality, or purpose of the project after work has begun, no refund will be provided for work already completed.
  • Completed Milestones: Once a project milestone or the entire project has been delivered and accepted, no refund will be issued.
  • Third-Party Costs: Costs for third-party services (e.g., hosting, domain registration, plugins, themes, or other software) are non-refundable.
  • Client-Caused Delays: Delays or issues arising from your failure to provide required information, content, or feedback in a timely manner are not grounds for a refund.

4. Refund & Withdrawal Request Process

  • Right of Withdrawal: Submit your request via https://open-gate.us/pages/withdrawal-request. You will receive an automatic confirmation email. A pro-rata charge for work already completed will apply.
  • General Refund Requests: Submit a written request to info@open-gate.us detailing the reason for your request.
  • Review: Open-Gate will review your request within 7 business days and may contact you for additional information.
  • Decision: You will be notified of the outcome. Approved refunds will be processed within 14 business days to your original payment method.

 

        EU customers can also initiate a return or cancellation directly from their order in            your customer account.

5. Refund Calculation

Approved refunds are calculated proportionally based on the value of work not yet commenced or delivered at the time the refund or withdrawal request is approved.

6. Exclusions

This policy does not cover issues related to:

  • Performance or usability problems caused by client-provided content or third-party integrations.
  • Issues arising from inaccurate or incomplete information provided by the client.

7. Disputes

In the event of a dispute, both parties agree to first attempt resolution through good faith negotiation. If unresolved, the dispute will be escalated in accordance with the terms of the original service contract. This policy is governed by the laws of the Slovak Republic.

8. Policy Modifications

Open-Gate reserves the right to modify this refund policy at any time. Changes take effect on the date they are published on our website. Continued use of our services constitutes acceptance of the updated policy.

9. Contact Information

Email: info@open-gate.us Phone: +17739382507 Address: Open-Gate, 3501 Tioga Lk Cv, Lawrenceville, GA 30044

This refund policy is designed to protect both our clients and our business, ensuring that we maintain a fair and transparent approach to all transactions. We appreciate your understanding and cooperation.