Refund & Cancellation Policy
Last updated 20 September 2026 · Applies to optimus-gen3order.us
Scope
This policy explains what happens if you decide not to proceed after submitting a reservation request or paying a deposit. It applies alongside the Terms of Service and any signed quotation. Where a signed quotation contains different commercial terms, that document prevails.
Submitting the form on this site costs nothing and can be withdrawn at any time by writing to us. A deposit only ever arises after a written quotation has been issued and accepted.
The reservation deposit
- The deposit is five percent of the configured unit total, stated in the written quotation.
- It secures a position in the build queue for the allocation window named in that quotation.
- It is applied in full against the final invoice for the unit.
- It is held as a customer deposit and does not accrue interest.
Cancelling before the build lock date
Every quotation names a build lock date. That is the point at which the configuration is committed to production and components are ordered against it.
Before that date you may cancel for any reason, without giving a reason, and the deposit is refunded in full. There is no administration fee and no deduction.
You may also change your configuration before the build lock date at no cost. If the revised configuration costs more, the balance is settled on the final invoice. If it costs less, the difference is credited. A change that requires a different component lead time may move you to a later allocation window, and we will tell you before confirming it.
Cancelling after the build lock date
After the build lock date, components have been committed and the position is treated as firm. The following applies.
| When you cancel | Deposit treatment |
|---|---|
| Before the build lock date | Refunded in full |
| After the build lock date, before production starts | Refunded less documented committed component costs |
| After production of your unit has started | Retained; any balance already invoiced is handled under the signed contract |
| Any time, where we cancel or cannot supply | Refunded in full, without deduction |
| Any time, where we materially change a specification you relied on | Refunded in full, without deduction |
Where a deduction applies, we provide an itemised statement of the committed costs. We deduct only what was actually committed, never a flat percentage.
If delivery is delayed
If we cannot deliver within the allocation window stated in your quotation, we will tell you in writing with a revised window as soon as we know. You may then either accept the revised window, or cancel and receive a full refund of the deposit regardless of the build lock date. That choice is yours, and there is no time limit on making it beyond the revised window itself.
Units that arrive damaged or non-conforming
Inspect the unit on delivery. If it arrives damaged, incomplete or materially not in accordance with the accepted quotation, notify us within ten business days of delivery, with photographs and the delivery reference.
- We will repair, replace or, where neither is appropriate, refund the affected unit.
- Return shipping for a confirmed defect or non-conformance is arranged and paid by us.
- The unit must not have been modified, disassembled beyond routine cartridge replacement, or operated outside the documented envelope.
These remedies are in addition to, and do not limit, any statutory rights you have under the law applicable to you.
How refunds are processed
- Refunds are issued to the original payment method and in the original currency.
- We initiate the refund within five business days of confirming it in writing.
- Your bank or card issuer typically takes a further five to ten business days to post it, which is outside our control.
- Bank charges levied by an intermediary on an international transfer are not reimbursable.
- Currency fluctuation between payment and refund is not compensated.
We do not process refunds to a different account or a different party than the one that paid, unless required by law or by an insolvency practitioner acting for you.
What is not refundable
- Training that has already been delivered.
- Simulation licences that have been issued and activated.
- Bespoke integration work already carried out at your request and accepted by you.
- Site survey and installation work already performed.
Where any of these were bundled into a single price, the written quotation itemises them so that the refundable and non-refundable portions are clear before you pay.
How to cancel
Write to [email protected] from the email address on the quotation, quoting your reservation reference. Include a sentence stating that you wish to cancel. We acknowledge within two business days and confirm the outcome, including any deduction and the reason for it, within five business days.
If you disagree with a deduction, reply to that confirmation and the matter is reviewed by someone who was not involved in the original decision. Nothing in this policy affects your right to pursue the matter under the Terms of Service.
Questions about this document?
Write to [email protected]. We answer written enquiries within five business days. Please include the name of this document and the section number you are asking about.