1. General no-refund rule
Except where a signed agreement expressly states otherwise or applicable law requires a non-waivable remedy, Ovhok does not provide cash refunds, reversals, partial refunds or pro-rata refunds for payments already made.
This rule applies to deposits, retainers, discovery, consultation, design, development, implementation, configuration, migration, customization, support, maintenance, SaaS subscriptions, renewals, licenses, hosting, domains, infrastructure, API or usage fees, message charges, training, courses, digital materials, reports and third-party costs.
Customer dissatisfaction based on a change of mind, unused time, unused features, internal budget changes, management changes, staffing changes, delayed deployment, lack of adoption, inability to attend training, failure to meet a preferred business outcome or a decision to use another vendor does not create a refund entitlement.
2. Custom development, deposits, milestones and reserved capacity
Project deposits and retainers compensate Ovhok for discovery, planning, scheduling, reserved engineering capacity, onboarding and opportunity cost and are non-refundable once accepted, subject to mandatory law.
Milestone and progress payments become earned when the relevant milestone, work period, resource reservation or agreed billing event is reached. Cancellation does not reverse fees for work performed, time reserved, approved changes, committed resources, purchased items or non-cancellable obligations.
If Customer pauses, abandons or delays a project, Ovhok may invoice completed work, committed resources, approved third-party costs and other accrued charges. Restarting a paused project may require rescheduling, a revised quotation and a restart or re-onboarding fee.
Source files, production deployment, credentials, transfer packages or ownership rights that are contractually deliverable may be withheld until all amounts due are paid, subject to the applicable agreement and law.
3. Subscriptions, recurring services and renewals
Subscription and recurring-service fees are charged for availability, licensed access, reserved infrastructure, support entitlement and service capacity, not only actual usage. Non-use does not create a refund.
Where the order provides automatic renewal, Customer must submit valid cancellation before the stated renewal deadline. A cancellation submitted after renewal normally stops a later renewal but does not reverse the renewal already processed or due.
Renewal reminders are provided as a convenience. Failure to receive or notice a reminder does not by itself create a refund or cancel a renewal obligation where the renewal terms were otherwise agreed.
Downgrades, removed users, removed modules or reduced usage ordinarily take effect at the next billing or renewal period stated by Ovhok and do not create a retroactive refund for the current paid period.
4. Domains, hosting, licenses, gateways and third-party purchases
Domain registrations, SSL certificates, hosting, cloud resources, app-store charges, messaging credits, payment-gateway charges, premium plugins, software licenses, API plans and other third-party purchases are non-refundable once ordered or committed unless the third-party provider actually refunds Ovhok and the applicable agreement requires that amount to be passed through.
Ovhok may deduct non-recoverable provider charges, taxes, bank fees, payment-gateway fees, foreign-exchange losses, administrative charges and work already performed from any exceptional amount that must legally be returned.
Third-party rejection, suspension, policy change, API change, price increase or discontinuation does not create an Ovhok refund obligation for unrelated work already supplied.
5. Courses, training, workshops and digital materials
Enrollment reserves a seat, trainer time, administration and access to learning resources. Course and training fees are non-refundable after enrollment to the maximum extent permitted by law.
Failure to attend, late arrival, schedule conflict, incomplete participation, lack of required equipment, failure to complete assignments or a change of personal circumstances does not create a refund entitlement.
Where Ovhok chooses to permit a transfer to another available session or participant, that transfer is a discretionary accommodation, may be subject to conditions or fees and does not create a general right to cash refund.
Digital materials, templates, recordings, downloads, credentials or access already supplied are non-returnable and non-refundable to the maximum extent permitted by law.
6. Customer-caused delay, non-cooperation and inaccurate information
No refund is due where delay, rework, inability to complete a milestone or reduced usefulness is caused by missing or inaccurate requirements, content, data, approvals, access, credentials, infrastructure, decisions, testing, personnel or other Customer dependencies. Additional work caused by those circumstances may be chargeable.
7. Defects, service concerns and Ovhok's primary remedies
A service concern should be reported promptly with sufficient information to reproduce or verify the issue. Customer must provide reasonable access and cooperation for diagnosis and correction.
Where Ovhok confirms a material failure against an express contractual obligation, Ovhok's primary remedy is correction, re-performance, replacement, workaround, service extension or service credit, as Ovhok reasonably determines under the applicable agreement. A cash refund is not the default remedy.
If applicable law requires a refund or another remedy that cannot be excluded, Ovhok will provide the remedy required by that law after reasonable verification of the claim and the amount legally due.
8. Cancellation process and effective date
A cancellation must be submitted by an authorized Customer contact using the method stated in the applicable agreement or by written notice to Ovhok. A request is effective only when Ovhok can reasonably identify the account, Service and authorized requester.
Cancellation ends future work or renewal only according to the applicable agreement. It does not erase invoices already issued, work already performed, minimum commitments, reserved capacity, non-cancellable purchases or charges that accrued before the effective cancellation date.
9. Discretionary credits or exceptions
Ovhok may, at its sole discretion and without creating a precedent, offer a credit, reschedule, transfer, extension, replacement service or other commercial accommodation. A discretionary accommodation is not an admission of liability, does not amend this Policy for other transactions and does not create a right to the same treatment in the future.
10. Chargebacks, payment disputes and collection
Customer should contact Ovhok before initiating a chargeback or payment reversal so the parties can review the invoice, order, delivery evidence and applicable terms. A chargeback does not by itself cancel a valid debt or contractual obligation.
Ovhok may provide contracts, approvals, logs, invoices, delivery records, correspondence and other relevant evidence to banks, payment processors, advisers or authorities handling a payment dispute, subject to applicable privacy and legal requirements.
Where a chargeback is rejected or reversed and the underlying amount remains legally due, Customer remains responsible for the unpaid amount and reasonable recovery costs to the extent permitted by law.
11. Taxes, bank fees and currency conversion
Taxes, withholding, bank fees, payment-processor fees and foreign-exchange differences are governed by the applicable invoice and law. If a return is legally required, Ovhok may deduct amounts that are not legally refundable or that were not actually received by Ovhok where applicable law permits.
12. Relationship with other agreements
A signed master agreement, statement of work, order form or specific product term may contain more specific cancellation, service-credit or remedy rules. The more specific signed rule controls the subject it expressly addresses. Otherwise, this Policy applies together with the Terms and Conditions.
13. Mandatory consumer and statutory rights
This Policy is intended to allocate commercial risk to the maximum extent permitted by law, but it does not exclude a right, remedy, guarantee, compensation requirement or other protection that applicable Nepal law makes mandatory and non-waivable.
If a mandatory law conflicts with the no-refund rule for a particular transaction, only the conflicting portion is limited to the minimum extent necessary; the remaining Policy continues to apply.
14. Changes to this Policy
Ovhok may update this Policy for legal, regulatory, operational, pricing, provider or product reasons. The version applicable to a transaction is determined by the applicable agreement, order and law. Material changes affecting an existing paid fixed-term commitment will be handled according to the governing agreement and mandatory law.
15. Contact
Ovhok Software Solutions Pvt. Ltd.
Arjundhara-8, Jhapa, Nepal
Email: [email protected]
Phone: +977 9862911301
For a billing or cancellation inquiry, include the customer name, invoice/order reference, affected Service and an explanation. Do not send passwords or sensitive credentials.