Oxygenserv is committed to providing a high-quality service that meets our customers' expectations. However, if a customer considers that the newly subscribed service does not meet their expectations, they are entitled to request a refund, subject to compliance with the conditions set out below.
1. General refund conditions
A refund for a service may only be granted if all of the following conditions are strictly met:
- Only first-time orders for products or services are eligible for a refund. Renewals are under no circumstances covered by this policy (in which case requests will be reviewed on a case-by-case basis).
- Purchases made via specific payment methods, such as prepaid cards or mobile codes, cannot be refunded.
- The refund request must be submitted within 24 hours of the effective activation of the service. Any request made after this period will be automatically rejected.
- No refund will be granted if a backup restoration has been performed on the product or service concerned before the refund request.
- A customer may not claim a new refund if a previous refund was granted within six (6) months.
2. Refund methods
Once approved, the refund will be made using the same payment method as the original order, within three (3) business days of the request's approval. Processing times may vary depending on the payment method used.
3. Consequences of cancellation
The cancellation of the service and the corresponding refund will result in the permanent deletion of all data associated with the service concerned. It is the customer's responsibility to make their own backups before submitting any cancellation and refund request.
4. Refund request procedure
For any refund request, the customer must open a ticket with customer service specifying:
- Information relating to the service concerned.
- The justification for the request.
This is important to allow Oxygenserv to analyze the reasons for the refund and improve its services accordingly.