Shipping policy
ORCENVA provides digital, fixed-scope professional services. No physical products are shipped.
This policy explains how digital communications, Guided Inputs, personalized deliverables and related service components are provided after purchase.
1. Digital Delivery
ORCENVA products and services are delivered electronically. No physical shipping or delivery charge applies.
After a successful purchase, customers receive an order confirmation electronically. For Guided Solutions, ORCENVA also sends a START HERE email containing the Guided Input link and instructions for beginning the Solution Run.
Digital access communications are normally sent promptly after order confirmation. For platform and listing purposes, ORCENVA may represent this initial digital delivery as free delivery with an estimated delivery time of 0–1 business day.
This 0–1 business day estimate refers to the initial digital access or START HERE communication. It does not mean that the personalized Guided Solution will be completed within 0–1 business day.
2. Guided Solution Process
Each Guided Solution unit purchased represents one separate Solution Run for one defined operational problem, workflow or project within the scope of the selected Guided Solution.
The normal process is:
- Purchase and order confirmation
- START HERE email and Guided Input
- Human review of the information provided
- Material clarification, if reasonably required
- Preparation and human review of the personalized solution
- Final digital delivery
- 21-Day Review
ORCENVA may use technology and AI as internal support tools, but final Guided Solutions are human-reviewed before delivery.
3. Guided Input
Customers should complete the Guided Input within 3 business days of order confirmation where possible.
Most customers should allow approximately 10–15 minutes to complete the Guided Input, depending on the issue and the level of detail available.
Submitting the Guided Input does not automatically mean sufficient information has been provided. Blank, placeholder, materially incomplete, contradictory, unrelated or otherwise unusable responses may not satisfy the Guided Input requirement.
If minor information is missing but there is enough evidence to support a reliable recommendation, ORCENVA may proceed. If material information is missing, unclear or inconsistent and could affect the recommendation, ORCENVA may send one consolidated clarification request covering the information reasonably required to proceed.
4. When the Personalized Delivery Timeframe Begins
The personalized delivery timeframe begins only after ORCENVA has received sufficient information to proceed, including any material clarification reasonably required.
The purchase date alone does not start the personalized delivery timeframe if required customer information is still outstanding.
5. Customer Inactivity
If the required Guided Input or other material customer information remains outstanding, the Solution Run may remain on hold.
The normal maximum inactive period is 7 calendar days from order confirmation, unless ORCENVA approves an extension.
ORCENVA may send a reminder during this period.
If additional time is required, the customer should contact ORCENVA before the applicable deadline. ORCENVA may approve one extension of up to 3 calendar days and will confirm the revised deadline.
An extension does not start the personalized delivery timeframe and does not change the applicable refund or cancellation terms.
If sufficient information is not received by the applicable deadline, ORCENVA may administratively close the Solution Run due to customer inactivity. Administrative closure does not by itself create a refund or credit entitlement.
6. Final Delivery
Final customer-facing deliverables are provided electronically as PDF files.
Depending on the applicable Guided Solution, the delivery package normally includes:
- Implementation Guide
- Personalized Working Solution
- Team Implementation Brief
- Supporting Reference Material
- Licence & Use Notice
Delivery is made electronically using the contact information associated with the order or otherwise confirmed with the customer.
7. 21-Day Review
Guided Solutions include a 21-Day Review as a stabilization checkpoint after final delivery.
The review is intended to understand how the recommended working approach is operating in practice and support an appropriate next decision. It does not restart the original Guided Solution, create a new assessment or provide unlimited consulting.
8. Delivery Problems
If you do not receive an expected email or cannot open a delivered file, please contact ORCENVA and include your order number where available.
ORCENVA can verify delivery details, re-send relevant communications or re-deliver applicable files where appropriate.
9. Corrections After Delivery
ORCENVA may correct a factual error relating to information supplied by the customer, a document error introduced during preparation, or a minor wording or readability issue that does not change the agreed scope.
A materially different problem, workflow or project is not treated as a correction.
10. Refunds, Cancellations & Administrative Closure
Guided Solution purchases are subject to ORCENVA's Return, Refund & Cancellation Policy and any rights required by applicable law.
Choosing not to complete the required Guided Input does not by itself create a refund entitlement.
Administrative closure due to customer inactivity or insufficient customer information does not by itself create a refund or credit entitlement.
11. No Physical Shipping
ORCENVA does not ship physical goods as part of its Guided Solutions.
Any shipping terminology displayed by third-party commerce, advertising or product-listing platforms is used to represent electronic delivery within the technical requirements of those platforms and does not indicate that a physical item will be shipped.
12. Contact
Questions about an existing order, digital delivery or service fulfilment should be submitted through ORCENVA's Contact page.
Please include your name, business or organization name, order number where available, the Guided Solution purchased and a brief description of the issue.
Related Policies & Notices
This policy should be read together with: