Refunds and cancellations for digital services.
Because OSV provides custom digital service work, refund and cancellation reviews depend on the approved scope and the work already completed.
Refund overview
OSV provides custom digital services, not instant public product downloads. Refunds depend on the approved project scope, the payment terms, work already completed, time reserved and any deliverables already provided.
Duplicate payments
If a duplicate payment appears to have been made, contact billing@osvault.uk with the payment reference, billing email and project name. OSV will review the records and, where appropriate, arrange a correction or refund.
Failed delivery review
If OSV is unable to deliver the agreed service according to the approved scope, the situation can be reviewed. Possible outcomes may include revised delivery, partial adjustment or refund depending on the circumstances.
Cancellation before work begins
If a client cancels after payment but before OSV has started work or reserved significant production time, OSV will review whether a refund or payment adjustment is appropriate.
Cancellation after work has started
If work has started, refunds are not automatic. OSV will consider completed work, planning time, design or development time, assets prepared, third-party costs, delivered materials and project time reserved.
Approved deliverables that have already been provided may reduce or remove the refundable amount.
How to request a billing review
Send billing questions, cancellation requests or refund review requests to billing@osvault.uk. Include your name, billing email, project name, payment date and a short explanation of the request.