Engagement Terms and Satisfaction Policy

At Orca, we are committed to delivering high-quality consulting services that meet your business objectives. We understand that circumstances can change, and we strive to be transparent and fair in our engagement terms. Please review the following policy regarding engagement modifications, cancellations, and addressing any concerns you may have.

1. Engagement Agreement:

The specifics of our services, timelines, deliverables, and fees will be clearly outlined in a mutually agreed-upon Engagement Agreement or Statement of Work (SOW). This document serves as the foundation for our partnership.

2. Cancellation or Modification by the Client:

• Cancellation Prior to Commencement: If you wish to cancel an engagement before the agreed-upon start date, written notice is required. Depending on the timing of the cancellation and any resources already allocated, a cancellation fee may apply. This fee will be outlined in your Engagement Agreement.

• Modification of Scope: Any significant changes to the scope of work outlined in the Engagement Agreement may require a formal amendment. This may involve adjustments to the timeline, deliverables, and fees, which will be discussed and agreed upon in writing.

• Termination During Engagement: If you choose to terminate the engagement before the agreed-upon completion date, written notice is required as per the terms of your Engagement Agreement. Fees for services rendered up to the termination date will be payable. Depending on the specific terms, early termination fees may also apply to cover costs incurred and commitments made by Orca.

3. Our Commitment to Your Satisfaction:

We are dedicated to ensuring your satisfaction with our services. If you have any concerns about the quality of our work or the progress of the engagement, we encourage you to communicate them to your primary Orca contact immediately. We are committed to working collaboratively to address these concerns and find mutually agreeable solutions.

4. Addressing Dissatisfaction:

• Open Communication: We believe in open and honest communication. If you are not satisfied with a specific deliverable or aspect of our service, please provide detailed feedback in a timely manner.

• Review and Rectification: We will carefully review your concerns and, where appropriate and feasible, take reasonable steps to rectify any shortcomings in our work. This may involve revising deliverables, providing additional analysis, or adjusting our approach.

• Escalation Process: If the initial steps do not lead to a satisfactory resolution, we have an internal escalation process to ensure your concerns are addressed at a higher level within Orca. Your primary contact will provide you with the relevant escalation path if needed.

5. Fees and Payment:

Our fees are outlined in the Engagement Agreement and are typically based on a combination of factors, such as project scope, consultant expertise, and time commitment. Payment terms will also be clearly defined in the agreement. Fees are payable as per the agreed-upon schedule, regardless of the client's internal project outcomes, as our services provide expert advice and strategic guidance, not guaranteed business results.

6. No Direct Refunds for Services:

Due to the nature of consulting services, which involve the provision of expertise, time, and intellectual property, we generally do not offer direct monetary refunds for services rendered. Our commitment is to work diligently and professionally to deliver the agreed-upon scope of work and address any legitimate concerns regarding the quality of our deliverables through the processes outlined above.

7. Exceptions:

In exceptional circumstances, and at Orca's sole discretion, we may consider alternative resolutions on a case-by-case basis. Any such resolutions will be documented in writing and agreed upon by both parties.

We value your partnership and are committed to your success. By clearly outlining our engagement terms and satisfaction policy, we aim to build a transparent and mutually beneficial relationship.

If you have any questions regarding this policy, please do not hesitate to contact us.