This policy explains how Omnisenti handles payments, deposits, project cancellations, milestone work, client delays, out-of-scope requests, retainers, and refund requests.
Omnisenti provides implementation-led AI services, custom workflow design, integration, automation, voice AI, private AI, and managed AI operations. Because this work involves professional time, technical preparation, reserved capacity, and custom delivery, refund and cancellation requests are assessed against work performed, scope agreed, resources committed, deliverables provided, and applicable law.
Last updated: 22 May 2026
Deposits, upfront payments, and milestone payments may cover reserved delivery capacity, planning, discovery, technical preparation, configuration, meetings, implementation work, testing, and project management.
Fees for work already performed, milestones delivered, or resources already committed are generally not refundable because of a client's change of mind, delay, budget change, internal dispute, or decision not to proceed with further phases.
Additional requests, extensions, new features, extra integrations, additional testing, or work outside the agreed scope may require a separate quote, change request, payment, or revised timeline.
Nothing in this policy excludes, restricts, or modifies any rights, remedies, guarantees, or protections that cannot be excluded under applicable law, including the Australian Consumer Law where it applies.
This summary is provided for convenience. The full policy below explains how Omnisenti assesses payments, cancellations, project pauses, scope changes, retainers, and refund requests.
This Payment, Cancellation & Refund Policy applies to Omnisenti's website enquiries, proposals, statements of work, invoices, project payments, deposits, milestone payments, implementation services, support arrangements, managed AI operations, and related commercial engagements, unless a separate signed agreement states otherwise.
This policy may apply to:
This policy should be read together with any relevant proposal, quote, invoice, statement of work, client agreement, support agreement, Terms & Conditions, and Privacy Policy.
Project-specific commercial terms may be set out in a proposal, quote, invoice, statement of work, service agreement, support agreement, managed operations agreement, or other written arrangement.
If a signed or accepted client agreement contains specific payment, cancellation, refund, scope, or acceptance terms, those terms may prevail to the extent of any inconsistency with this policy, unless applicable law requires otherwise.
Approval of a quote, written instruction to proceed, email confirmation, payment of an invoice, or continued engagement with project work may be treated as acceptance of the applicable scope, payment terms, and this policy, subject to applicable law and any separate agreement.
Omnisenti may require deposits, upfront payments, milestone payments, phased payments, or retainers before commencing or continuing work.
These payments may cover:
Unless otherwise agreed in writing, deposits, upfront payments, and milestone payments are not simply holding fees. They reflect project time, capacity, planning, technical preparation, and delivery activity.
Once work has commenced, such payments may be non-refundable to the extent they relate to work performed, resources committed, milestones delivered, or non-recoverable costs incurred, subject to applicable law.
Fees for work already performed are generally not refundable merely because a client:
Work already performed may include visible and non-visible work, including discovery, technical planning, system design, prompt architecture, configuration, testing, workflow design, project management, research, troubleshooting, meetings, documentation, communication, and internal delivery effort.
Omnisenti may assess completed work by reference to time spent, deliverables prepared, configuration completed, resources allocated, project stage, third-party costs, and the value of work already provided.
If a client requests cancellation before Omnisenti has commenced work or allocated substantial resources, Omnisenti may consider a partial or full refund of amounts paid, subject to:
Any refund assessment will depend on the specific circumstances and the relevant quote, invoice, proposal, or agreement.
If a client requests cancellation after work has commenced, Omnisenti may charge or retain fees for:
Cancellation after work has commenced does not automatically entitle the client to a refund.
Omnisenti may provide a project status summary, work-performed summary, or commercial assessment where appropriate.
Work may be considered delivered when Omnisenti provides, makes available, demonstrates, configures, transfers, uploads, connects, documents, or otherwise presents the relevant deliverable, milestone, system component, configuration, workflow, report, design, or implementation output.
Delivered work may include:
If a client identifies a genuine issue with delivered work, the client should notify Omnisenti in writing within the timeframe specified in the relevant agreement or, if no timeframe is specified, within a reasonable period.
A request for additional features, new scope, advanced functionality, extra integrations, further optimisation, or changed business rules is not automatically a defect in delivered work. It may be treated as a change request or new scope.
AI implementation projects often depend on timely client input, approvals, access, testing, content, data, credentials, feedback, subject-matter expertise, and decision-making.
If a project is delayed, paused, or inactive because the client does not provide required information, access, feedback, approvals, payment, or participation, Omnisenti may adjust timelines, pause delivery, reschedule resources, or review the project scope.
If a project is inactive for more than 30 days due to client-side delay, Omnisenti may require a restart review before resuming.
If a project is inactive for more than 60 days, Omnisenti may require updated scope confirmation, revised timing, additional payment, or a reactivation fee.
If a project is inactive for more than 90 days, Omnisenti may treat the original timeline, assumptions, pricing, technical design, or reserved capacity as expired and may require a new quote, revised statement of work, or updated agreement before recommencing.
These timeframes may be adjusted by written agreement.
Client-side delay does not automatically entitle the client to a refund for work already performed or resources already committed.
The agreed scope is defined by the relevant proposal, quote, statement of work, invoice, written confirmation, or client agreement.
Requests outside the agreed scope may include:
Out-of-scope work may require a separate quote, change request, revised timeline, and additional payment.
Approval may be given by signed document, email confirmation, written message, payment, or other written instruction to proceed.
Once Omnisenti has commenced approved out-of-scope work, fees for that work may be payable even if the client later changes direction or cancels future work.
Retainers, support packages, and Managed AI Operations arrangements cover only the services, hours, inclusions, response expectations, and scope described in the relevant package, proposal, invoice, or agreement.
Unless expressly agreed in writing, a retainer does not automatically include:
Support and optimisation work may be quoted separately where it falls outside the agreed retainer.
If a client declines a retainer or support package, Omnisenti may still charge separately for future troubleshooting, optimisation, changes, reactivation, support requests, or further development.
Some projects may involve third-party tools, platforms, APIs, hosting, telephony, AI providers, software subscriptions, licences, data services, payment processing, contractors, or other external costs.
Third-party costs may be non-refundable once incurred, committed, activated, configured, paid, or reserved.
If a client cancels, pauses, or changes direction, the client may remain responsible for third-party costs and non-recoverable expenses incurred in connection with the project.
Omnisenti is not responsible for third-party providers' refund policies, cancellation terms, pricing changes, platform limitations, outages, or service changes unless otherwise required by law or agreed in writing.
Omnisenti's services often involve custom professional and technical work rather than off-the-shelf products.
This work may include strategy, architecture, implementation, configuration, testing, troubleshooting, workflow design, AI prompt design, call-flow design, routing logic, integrations, knowledge-base preparation, private AI configuration, automation, and support planning.
Because custom AI implementation work may be partly invisible to the client until delivered, demonstrated, or documented, refund assessments will consider both visible deliverables and behind-the-scenes professional effort.
A client's decision not to use, continue, launch, or expand a delivered system does not automatically make the work refundable.
Refund requests must be made in writing to Omnisenti using the contact details below.
A refund request should include:
Omnisenti may request additional information before assessing the request.
Omnisenti will assess refund requests in good faith, taking into account the relevant scope, work performed, milestones delivered, resources committed, third-party costs, payment terms, client conduct, legal obligations, and any applicable agreement.
Omnisenti will aim to respond within a reasonable period.
When assessing a refund request, Omnisenti may consider:
Subject to applicable law and any separate agreement, refunds are generally not provided for:
Omnisenti may consider a remedy where:
Possible remedies may include:
The appropriate remedy will depend on the circumstances and applicable law.
Nothing in this policy excludes, restricts, or modifies any rights, remedies, guarantees, warranties, or protections that cannot be excluded, restricted, or modified under applicable law, including the Australian Consumer Law where it applies.
Where Omnisenti is permitted to limit liability or remedies for a breach of a non-excludable guarantee, Omnisenti's liability may be limited, at its option and to the extent permitted by law, to:
This policy is intended to operate subject to those non-excludable rights.
If a client disputes an invoice, milestone, payment, cancellation fee, refund decision, or scope item, the client should notify Omnisenti in writing as soon as possible.
The parties should first attempt to resolve the dispute in good faith by reviewing:
Unless otherwise agreed or legally required, a dispute about one item does not automatically cancel payment obligations for undisputed work already performed or other services already delivered.
Omnisenti may update this Payment, Cancellation & Refund Policy from time to time to reflect changes in services, operations, commercial practices, legal requirements, technology, AI implementation methods, or business risk management.
The updated version will be published on this page with a revised "Last updated" date.
Where a separate client agreement applies, that agreement may continue to govern the relevant engagement unless otherwise agreed.
For payment, cancellation, or refund questions, contact Omnisenti:
Email: service@omnisenti.com
Phone: (02) 3814 2340
Address: 5/9 Montgomery St, Kogarah NSW 2217, Australia
If you have questions about payments, cancellations, refunds, or how we work with clients, our team is available to assist.
Or call us on (02) 3814 2340