Refund Policy

Refund Policy Overview

We aim to resolve purchase and service concerns fairly. Eligibility depends on the purchase, whether delivery or work began, and the facts. Contact info@onnax.com with the order number and issue.

Digital Products and Downloads

Because downloads can be accessed or copied immediately, change-of-mind refunds may not be available after access is supplied or used. A refund or replacement may be appropriate when a file materially differs from its description, is inaccessible due to an ONNAX-side problem, or is corrupted and cannot be replaced reasonably.

Custom Design and Services

Before work begins, cancellation may qualify for a full or partial refund after non-recoverable costs. After work begins, ONNAX may retain the portion reasonably attributable to discovery, planning, design, revisions, or completed work. Approved or delivered work is generally not refundable solely because preferences change.

Revisions and Scope

Reasonable revisions within the purchased scope should use the project workflow. New directions, concepts, or out-of-scope requests may require a separate quote and are not grounds for refunding completed in-scope work.

Duplicate or Incorrect Payments

Confirmed duplicate charges or payment errors will be corrected. Provide order numbers or transaction references without sending complete card details.

Technical Download Problems

If a purchased file is missing or corrupted, contact support first. We will verify the entitlement and attempt to restore access, replace the file, or offer a reasonable alternative. If unresolved, an appropriate refund may be issued.

Generally Non-Refundable Situations

• A digital file was delivered and the request is only a change of mind.
• The customer supplied incorrect requirements after work was completed to the agreed brief.
• The request concerns work outside the purchased scope.
• Disclosed third-party software or compatibility requirements were not met by the customer.
• The request is abusive, fraudulent, or follows unauthorized redistribution.

Refund Policy Review and Eligibility

Our Refund Policy is designed to address refund requests fairly while recognising the nature of digital products and custom professional services. Eligibility may depend on whether a digital file has already been accessed or downloaded, whether custom work has started, how much of the agreed project has been completed, and whether the delivered work matches the original order requirements.

For custom design and digital services, ONNAX may first offer revisions, corrections, replacement files, or another reasonable solution before considering a refund. This allows us to resolve genuine quality, delivery, or technical concerns whenever possible.

If a purchase involves a technical download issue, customers should contact ONNAX before submitting a refund request. We may provide a replacement file, corrected download, alternate format, or additional access where appropriate.

The Refund Policy also considers duplicate or incorrect payments. If a confirmed billing error occurs, ONNAX will review the transaction and determine the appropriate correction or refund based on the available payment and order information.

Refund requests should include sufficient information to help us review the issue, such as the order number, service or product purchased, a description of the concern, and relevant screenshots or supporting details.

Each request is reviewed according to the circumstances of the purchase. This Refund Policy does not prevent ONNAX from offering another reasonable resolution when that solution better addresses the customer’s issue.

Customers may also review general online shopping and consumer guidance provided by their local consumer protection authority.

How to Request a Review

Email info@onnax.com or use Client Portal messages. Include the order number, product or service, problem, and useful screenshots. Approved refunds use the original payment method where supported; provider processing times vary.