1. Overview
This policy applies to website, e-commerce, software development, maintenance and related digital services purchased from ONOBLEX Technology Services. Because our work is customised and time is reserved for each project, refund eligibility depends on whether work has started, what has been completed and whether third-party costs have been incurred.
A written quotation or project agreement may include more specific payment and cancellation terms. Those terms take priority for that project.
2. Cancellation before work starts
If you cancel before ONOBLEX has begun planning, design, development or other agreed work, you may request a refund of the service amount paid, less any non-refundable payment processing fees and third-party costs already incurred with your approval.
3. Cancellation after work starts
Once work has started, completed work and time already spent are chargeable. We will review the project stage and may refund any remaining amount that is clearly attributable to work not yet performed, after deducting:
- the value of discovery, planning, design, development and revisions already completed;
- approved milestones or deliverables already supplied;
- non-refundable third-party costs; and
- applicable payment processing charges.
No refund is due merely because a client changes direction, no longer needs the project or delays in providing required content or approvals after substantial work has been completed.
4. Non-refundable items
The following are generally non-refundable once purchased, activated, transferred or delivered:
- domain registrations and renewals;
- hosting plans, premium themes, plugins, licences and external subscriptions;
- stock assets, paid fonts or specialist services purchased for the project;
- completed and approved milestones;
- rush-work charges for work already prioritised or completed; and
- final digital deliverables accepted by the client.
5. Service concerns and corrections
If delivered work materially differs from the accepted scope, notify us in writing with enough detail to verify the issue. Where appropriate, our first remedy will be to correct the verified issue within the original scope.
A refund is not normally available for subjective preferences after an agreed design has been approved, problems caused by client or third-party changes, unsupported third-party services, or requests outside the accepted scope.
6. How to request a cancellation or refund
Send a written request to onoblexservice@gmail.com. Include:
- your name and business name;
- the package or project;
- the payment date and transaction reference, if available;
- the reason for the request; and
- any supporting information relevant to the request.
7. Review and processing
We will acknowledge the request and review the payment, project records, completed work and third-party costs. If a refund is approved, it will normally be returned through the original payment method where possible. Actual settlement time is controlled by the bank or payment provider.
Receiving a request does not guarantee approval. We will explain the outcome and any calculation applied.
8. Payment disputes
Please contact ONOBLEX first so we can investigate and try to resolve a payment concern. Starting an unjustified payment reversal for authorised work may delay the project and may require us to provide transaction and project records to the payment provider.
9. Contact us
Email onoblexservice@gmail.com, call +233 54 582 2155, or use the contact options on our homepage.