Last Updated: October 24, 2025
1. Scope of Policy
This Refund Policy applies to all translation, editing, proofreading, and related services («Services») provided by Open Science Group Limited.
By placing an order, the Customer acknowledges and agrees to this Policy, which forms part of the Service Terms & Conditions.
2. General Refund Principles
- Our Services are custom, intellectual, and non-tangible; therefore, once the final edited or translated file has been delivered to the Customer, no automatic refunds apply.
- Refunds or partial credits may only be granted under the conditions explicitly stated in this Policy.
- All refund requests are individually reviewed by our Compliance and Quality Assurance team.
- By ordering and receiving custom digital content, the Customer expressly agrees that the statutory right to automatic withdrawal or refund under consumer-protection laws does not apply once the Service has been delivered in full.
3. Payment Timing and Confirmation
- For standard projects, payment is due only after delivery of the final document, unless a prepayment or deposit has been agreed upon in writing.
- The Service is considered delivered once the completed file has been sent to the Customer’s registered e-mail address or provided via secure file transfer.
- The Customer will receive a delivery-confirmation notice together with the final invoice.
- Digital delivery confirmation (sent via e-mail or secure link) constitutes proof of service completion.
4. Refund Eligibility
Refunds may be considered in the following limited cases:
- Duplicate Payment. If the Customer was charged twice for the same Service due to a technical or payment-processing error (e.g., Stripe/PayPal glitch). Full refund of the duplicate amount within 5–10 business days.
- Prepaid Project Cancelled Before Commencement. If the Customer cancels a project before work begins, any prepayment (less administrative fees up to 5 %) may be refunded.
Refunds are not granted for:
- dissatisfaction with style or linguistic preferences after completion (as Services are subjective and custom);
- minor typographical issues not materially affecting comprehension;
5. Method and Timing of Refunds
- all approved refunds are processed via the same payment method used for the original transaction (e.g., Stripe, PayPal, or bank transfer).
- processing time: typically 5–10 business days from the approval date.
- transaction and currency-conversion fees charged by the payment provider are non-refundable.
6. Non-Refundable Cases
Refunds will not be issued in the following situations:
- after the final file was delivered successfully to the Customer e-mail address
- If project delay or cancellation is caused by incomplete materials, unclear instructions, or Customer inaction.
- For differences in linguistic style, tone, or interpretation preference once the Service has been delivered.
7. Force Majeure
The company is not liable for delayed or failed delivery caused by circumstances beyond reasonable control, including natural disasters, internet outages, or system disruptions. Refunds in such cases will be reviewed individually.
8. Contact for Refund Requests
All refund-related inquiries should be sent in writing to:
Open Science Group Limited
📧 Email: office@open-science.group
📞 Phone: (+852) 4748 5965
🕘 Business Hours: 09:00 – 18:00 (local time, Monday – Friday)
Please include:
- Order number / invoice reference
- Payment method used
- Description of the issue and preferred resolution
- Dispute Resolution
In the event of a disagreement regarding service outcome or refund eligibility, Customers are encouraged to contact our Support team first. We will make every reasonable effort to resolve the issue amicably before escalation to Stripe, PayPal, or any external dispute-resolution channel.
