Excerpt from OnService Terms and Conditions – Refund Policy (7 Key Points)
Post-Delivery Refund Limitation
After the project has been delivered and the service has been launched (either confirmed by delivery acknowledgment or by the client’s active usage), the client is no longer eligible for a full or partial refund unless one of the following is identified:

A critical technical defect that makes the service unusable for its intended purpose;

A clear mismatch between the project content and the conditions/documents previously agreed upon with the client.

Definition of a Critical Defect
A defect will be considered critical only if it contradicts the core functionality description and cannot be fixed with a minor technical correction.
A system-wide issue is considered a critical technical defect if it prevents the use of core functionalities (more than 50%), such as:

User login

Content submission

Payment processing
— and cannot be resolved within 2 business days.

Exclusions from Refund Eligibility
Refunds will not be issued if the client:

Independently or mistakenly alters or damages the system;

Grants access to third parties;

Changes the code structure or configuration without a contract or prior agreement.

Delivery Deadline Definition
The project or service delivery deadline is defined in business days and is documented in written or electronic agreements.

Business Day Clarification
A business day includes Monday through Sunday, as OnService operates on a full work-week schedule.

Payment Terms
Payment schedules and stages are specified in electronic or physical communication and are part of the agreement.

Deadline Breach Compensation
In case of missed deadlines by OnService:

The client is entitled to a 2% discount of the service/phase/project value per delayed business day;

If the delay exceeds 5 business days, the total compensation will be capped at 10% of the total value.
(The 2% is calculated based on the value of the specific service, phase, or full project that was delayed.)

Compensation is only applicable if the delay is not caused by the client’s failure to provide information, materials, or decisions on time.

You can view the full version of the Terms and Conditions document here.