Refund Policy

1. General Rule

Refunds are considered on a case-by-case basis and may be granted at OG Tel’s discretion unless an Order or applicable law requires otherwise. If you purchased Services through an Order that defines refund terms, that Order will control.

2. Implementation and Professional Services

Professional services (such as consulting, architecture design, integration work, configuration, deployment assistance, testing support, or training) are typically billed based on time, milestones, or deliverables. Because time and effort are consumed as work is performed, fees for completed work are generally non-refundable.

If a project is cancelled by you, we may, where appropriate, refund the portion of prepaid fees that correspond to work not yet performed, minus any non-cancellable costs (for example, third-party infrastructure reservations, partner services, or licensed components procured specifically for the engagement).

3. Subscriptions and Recurring Fees

Subscription or recurring fees (if offered as part of your plan) are generally non-refundable once a billing period begins. If you terminate mid-cycle, your access may continue until the end of the paid period unless an Order states otherwise.

If the Services are unavailable due to a confirmed OG Tel platform incident, service credits or other remedies may apply if specified in your support plan or Order. Service credits are not cash refunds unless required by law or explicitly stated in an Order.

4. Trials, Pilots, and Proofs of Concept

Trials or pilots may be offered with limited scope, time frames, or usage caps. Unless explicitly stated, trial fees are not refundable because trial environments often require provisioning and dedicated engineering effort. For proof-of-concept engagements, refunds are not provided for deliverables already produced.

5. Non-Refundable Items

The following are typically non-refundable, to the maximum extent permitted by law:

• Fees for work already performed or milestones already delivered.
• Third-party costs, including hosting, telecom integrations, partner services, or licensed components that are non-cancellable or already consumed.
• Custom development and bespoke deliverables created at your request.
• Setup fees, provisioning fees, and expedited delivery fees once provisioning has started.

6. How to Request a Refund

To request a refund, provide a written request that includes: (a) your company name, (b) Order reference or invoice number, (c) the reason for the request, and (d) any relevant logs or evidence supporting the claim. We may ask for additional information to evaluate the request.

If a refund is approved, it will be issued to the original payment method where feasible. If that is not possible, we may use an alternate method agreed with you.

7. Processing Time

Refund reviews typically require operational validation and may include technical investigation. Approved refunds are usually processed within a reasonable period after approval, depending on banking and payment networks.

8. Chargebacks and Disputes

If you initiate a chargeback without contacting us first, we may suspend access to the Services while the dispute is investigated. We encourage customers to reach out to resolve billing concerns quickly and transparently. Submitting false or misleading chargeback claims may be considered a breach of these policies.

9. Changes to This Policy

We may update this Refund Policy from time to time. Updates will be posted on this page with a revised “Last updated” date. Continued use of the Services after updates means you accept the revised policy.

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