Refund & Cancellation Policy
Effective Date: 14 April 2025
Last Updated: 7 June 2026
Version: 1.6
Registered Address: 291 Joo Chiat Road, #03-01, JK Centre, Singapore 427543
Governing Law: Republic of Singapore
Website: www.OpenOnda.com
Contact: hello@openonda.com
Refund & Cancellation Officer: hello@openonda.com
Contents
1. About this Policy
2. Definitions
3. Who this Policy applies to
4. Nature of our services
5. Billing and payment
6. Minimum commitment
7. Cancellation
8. What is and is not refundable
9. Refunds for material failure to deliver
10. How refunds are calculated and paid
11. Results and outcomes
12. Service credits
13. Package changes and downgrades
14. Suspension of Services
15. Late payment
16. Disputed invoices
17. Force majeure
18. Effect of cancellation
19. Relationship with your CSA
20. Statutory rights
21. Changes to this Policy
22. Dispute resolution
23. Governing law
24. Contact us
1. About this Policy
This Refund & Cancellation Policy (“Policy”) explains the terms on which fees paid to OpenOnda Pte. Ltd. (UEN 202515980Z) (“OpenOnda”, “we”, “us”, “our”) may be refunded, how engagements may be cancelled, and what happens when an engagement ends.
OpenOnda is a review and reputation management consultancy. We provide ongoing professional services rather than physical products. There are therefore no goods to return or exchange, and this Policy governs the refund and cancellation of our services in place of any conventional returns process.
This Policy is intended to be read together with, and as a supplement to, your Client Service Agreement and our Terms of Use.
2. Definitions
In this Policy, unless the context requires otherwise:
• “Business Day” means any day other than a Saturday, Sunday, or public holiday in Singapore.
• “Client”, “you”, “your” means the business or individual engaging OpenOnda under a CSA.
• “CSA” means the Client Service Agreement signed between you and OpenOnda.
• “Fees” means the monthly retainer and any one-off fees payable under your CSA, as set out in Schedule A of that agreement.
• “Initial Term” means the minimum engagement period of six (6) months commencing on your Commencement Date.
• “One-off Fees” means fees charged on a single, non-recurring basis, such as Review Training Academy workshop fees and Google Business Profile setup fees.
• “Renewal Term” means the month-to-month period for which your engagement continues after the Initial Term.
• “Retainer” means the recurring monthly fee payable for our services.
• “Services” means the review and reputation management services described in Schedule B of your CSA.
3. Who this Policy applies to
This Policy applies to Clients who have entered into a CSA with OpenOnda. Browsing our website or making an enquiry does not create any payment or service relationship, and nothing on our website constitutes an offer capable of acceptance — engagements arise only upon execution of a CSA.
4. Nature of our services
Our Services are delivered continuously throughout each billing cycle and include, depending on your package, customer outreach, daily review monitoring, response drafting, reporting, competitor analysis, and other agreed deliverables. Because the Services are performed in real time and substantially consumed as they are delivered, they cannot be “returned” or “un-delivered” once performed. This is the basis on which fees are treated as set out below.
5. Billing and payment
The Retainer is payable monthly in advance. The first month’s Retainer is due upon execution of your CSA, and each subsequent month’s Retainer is due on the first Business Day of that calendar month. We issue a tax invoice prior to each due date, and payment is due within seven (7) days of the invoice date unless your CSA specifies otherwise. All Fees are quoted in Singapore Dollars (SGD) and are inclusive of Goods and Services Tax (GST).
6. Minimum commitment
Your engagement begins with an Initial Term of six (6) months. The Initial Term is a minimum commitment that allows us to establish, execute, and demonstrate results from a sustained reputation strategy. After the Initial Term, your engagement continues automatically on a month-to-month basis as a Renewal Term until cancelled in accordance with Section 7.
7. Cancellation
7.1 How to cancel
All cancellation notices must be given in writing to hello@openonda.com and must include your Agreement Number and intended cancellation date. We will acknowledge your notice and confirm the effective cancellation date in writing.
7.2 Cancellation during the Initial Term
Because the Initial Term is a minimum commitment, early cancellation during the Initial Term is governed by the terms of your CSA. Unless your CSA expressly provides otherwise, Retainer Fees for the Initial Term remain payable, and Fees already paid are not refunded.
7.3 Cancellation during a Renewal Term
Once you are in a Renewal Term, either party may cancel by giving at least thirty (30) days’ written notice. Services continue, and Fees remain payable, throughout the notice period up to the effective cancellation date.
7.4 Non-renewal
If you do not wish your engagement to continue beyond the current term, you must give at least thirty (30) days’ written notice before the end of that term.
7.5 Cancellation by OpenOnda
We may suspend or terminate your engagement in accordance with your CSA, including immediately where you breach the acceptable-use or confidentiality provisions of your CSA, or where any undisputed amount remains unpaid for more than fourteen (14) days after its due date.
8. What is and is not refundable
8.1 All Fees paid to OpenOnda are non-refundable, except as expressly set out in Section 9 (material failure to deliver) or as otherwise required by law.
8.2 In particular, and for clarity:
• Retainer Fees for any month in which Services have been or are being delivered are non-refundable.
• One-off Fees are non-refundable once work on the relevant service has commenced or the service has been delivered (see Section 8.3).
• Partial months are not pro-rated. Where an engagement ends part-way through a billing cycle, the Retainer for that cycle remains payable in full and is not refunded, and Services continue to the end of that paid cycle unless we agree otherwise in writing.
8.3 One-off Fees
Setup and workshop fees, such as Google Business Profile setup and Review Training Academy sessions, become non-refundable once we have begun preparatory work or scheduling. Where you cancel a scheduled workshop, rescheduling may be available at our discretion; fees already paid are not refunded.
9. Refunds for material failure to deliver
9.1 A refund of Retainer Fees may be available only where OpenOnda has materially failed to deliver the agreed Services and has not remedied that failure within fourteen (14) days of receiving your written notice. This mirrors the refund provision in your CSA and is the sole basis on which a refund of Retainer Fees may be considered.
9.2 A material failure means a substantial and persistent failure to perform the core Services set out in Schedule B of your CSA — for example, a sustained failure to carry out agreed monitoring or reporting. It does not include matters outside our reasonable control or matters addressed in Section 11 (results and outcomes).
9.3 To invoke this Section you must: (a) notify us in writing at hello@openonda.com; (b) clearly describe the failure and the affected period; and (c) allow us fourteen (14) days from receipt of that notice to investigate and remedy it. If we remedy the failure within that period, no refund is due. If we do not, you may be entitled to a refund of the Retainer Fees attributable to the affected period and unremedied Services, as determined in good faith between the parties.
10. How refunds are calculated and paid
Where a refund is agreed or required, it will be calculated by reference only to the affected, unremedied portion of the Services; issued in SGD; and paid to the original payment source or by bank transfer to a nominated account. We aim to process approved refunds within fourteen (14) Business Days of agreement. Any bank or transfer charges incurred in remitting a refund may be deducted from the refunded amount. Refunds do not include interest.
11. Results and outcomes
We perform all Services with reasonable skill and care. However, we do not guarantee any specific number of reviews, any particular star rating, any improvement in your online reputation, or the successful removal of any review.
These outcomes are influenced by factors outside our control, including platform algorithms, customer willingness, the quality of your underlying service, and platform policy decisions. Dissatisfaction with outcomes that fall outside our control does not, on its own, constitute a material failure to deliver and is not grounds for a refund.
Where you have concerns about quality or delivery, we encourage you to raise them with us promptly so we can address them.
12. Service credits
In some circumstances, and entirely at our discretion, we may offer a service credit toward future Services as an alternative to a cash refund. Any such credit is offered as a goodwill gesture, does not constitute an admission of liability, and does not set a precedent for future requests.
13. Package changes and downgrades
You may request to change your package (for example, from Dominance to Professional). Approved changes take effect from the start of the next billing cycle. We do not refund or pro-rate the difference for the current cycle, and downgrades do not shorten or reset your Initial Term.
14. Suspension of Services
We reserve the right to suspend Services immediately, on written notice, where any undisputed Fee remains outstanding for more than fourteen (14) calendar days. Suspension does not reduce or pause your Fees, and Fees continue to accrue during any period of suspension caused by non-payment.
15. Late payment
Overdue amounts accrue interest at 1.5% per month (or the maximum rate permitted by law, whichever is lower) from the due date until actual payment, as set out in your CSA. Non-payment may also entitle us to suspend or terminate your engagement under Section 7.5.
16. Disputed invoices
If you believe an invoice is incorrect, you must notify us in writing within seven (7) days of the invoice date, setting out the disputed item and the reason. We will review the matter in good faith. You agree not to initiate a payment reversal or chargeback in respect of a disputed amount before allowing us a reasonable opportunity to resolve it directly.
17. Force majeure
We are not liable for any failure or delay in delivering the Services, and no refund arises, to the extent that performance is prevented or delayed by circumstances beyond our reasonable control, including acts of God, pandemic, platform outages, governmental action, or internet service disruption.
18. Effect of cancellation
On the effective cancellation date, we will cease performing the Services and stop further billing for periods after that date. Any Fees that have accrued up to that date remain payable. Treatment of any work product, reports, and access, and the handling and retention of any personal data, will be dealt with in accordance with your CSA and our Privacy Policy.
19. Relationship with your Client Service Agreement
This Policy summarises and supports the refund and cancellation terms of your CSA. In the event of any conflict or inconsistency between this Policy and your signed CSA, the terms of your CSA prevail.
20. Statutory rights
Nothing in this Policy excludes or limits any rights you may have that cannot be excluded or limited under applicable Singapore law. Where your engagement is on a business-to-business basis, certain consumer-protection provisions may not apply.
21. Changes to this Policy
We may update this Policy from time to time. The version in effect at the date of your CSA, together with the terms of that CSA, governs your engagement. We will post the current version on our website, and material changes will take effect on posting.
22. Dispute resolution
Any dispute arising out of or in connection with this Policy will first be referred to good-faith negotiation between the parties. If not resolved within thirty (30) days, the dispute will be submitted to mediation in Singapore under the Singapore Mediation Centre Rules before any court proceedings are commenced, consistent with your CSA.
23. Governing law
This Policy is governed by and construed in accordance with the laws of the Republic of Singapore.
24. Contact us
OpenOnda Pte. Ltd. 291 Joo Chiat Road, #03-01, JK Centre, Singapore 427543
Refund and Cancellation enquiries: hello@openonda.com
Data protection queries: dpo@openonda.com
— End of Refund & Cancellation Policy —
OpenOnda Pte. Ltd. | UEN 202515980Z | Singapore