🧾 Refund Policy

1.1. OnlineSignatures provides digital services that may include software functions, access to online tools, the API, operation limits, and other digital resources.

1.2. Because a digital service may be provided and used immediately after payment, the moment the service's provision begins is relevant when reviewing a refund request.

1.3. Each refund request is reviewed taking into account:

• the tariff chosen by the user;
• the date and time of purchase;
• the date and time the service was activated;
• actual use of paid functions;
• the number of API requests or other resources used;
• the presence of technical problems;
• the reason for the refund request;
• the history of previous refunds and requests, where permitted by applicable law;
• the user's mandatory rights under the law of their jurisdiction.

1.4. This Policy does not limit or override consumer rights that cannot lawfully be excluded or limited by applicable law.

2.1. A refund request must be submitted through an available Service support channel or through the payment provider's interface within the deadlines set out in this Policy and/or the applicable rules of the payment provider.

2.2. If applicable law grants the user a longer period or another mandatory refund right, the corresponding legal rules apply.

2.3. Submitting a refund request does not mean the refund is automatically approved.

3.1. For the purposes of this Policy, the provision of a digital service may be considered to have begun from the moment any of the following events occurs:

• a paid tariff is activated;
• access to a paid function is activated;
• the API is activated;
• an API key is created or activated;
• the first API request is performed;
• a paid function is used;
• a document is uploaded or processed;
• a digital resource provided by the tariff is used;
• the user is granted access to the purchased digital function.

3.2. Depending on the nature of the purchased product, the start of the service's provision is considered to be the first actual event evidencing the provision or use of the paid digital service.

3.3. The user confirms that a digital service may begin to be provided immediately after successful payment.

3.4. In cases where applicable law grants a consumer the right to withdraw from a contract within a specific period, OnlineSignatures may request from the user the necessary explicit consent to begin provision of the digital service before such period expires, and confirmation of the corresponding legal consequences, where required by law.

4.1. API tariffs provide the user with a certain volume of requests or other operations during the corresponding billing period.

4.2. API usage is tracked automatically by the Service's technical means.

4.3. For the purposes of reviewing a refund, OnlineSignatures may take into account:

• the number of API requests performed;
• the number of successfully processed requests;
• the percentage of the established limit used;
• the time of first and last API use;
• API key activity;
• other technical data necessary to confirm actual use of the service.

4.4. If the user has substantially used the resource provided by the tariff, this is a material circumstance when reviewing a request for a full refund.

4.5. If the user has fully used the API limit provided by the tariff, OnlineSignatures has the right to decline a full voluntary refund of the cost of that tariff in cases and to the extent permitted by applicable law.

4.6. The mere fact of the user requesting a refund after actually using the API does not restore the unused limit and does not negate the fact that the digital service has already been provided and used.

4.7. Where applicable law provides for a different mandatory rule, that law applies.

5.1. If a paid tariff was used partially, OnlineSignatures considers the actual volume of the service provided and used.

5.2. Depending on the circumstances and applicable law, OnlineSignatures may:

• provide a full refund;
• provide a partial refund;
• provide a credit or another equivalent form of compensation;
• offer to continue using the paid period;
• decline a voluntary refund.

5.3. When determining whether a partial refund is possible, the proportion of digital resources used and remaining may be taken into account.

5.4. A partial refund is not an automatic right of the user, unless such a right is expressly provided by applicable law or the terms of the specific tariff.

OnlineSignatures may grant a full or partial refund, in particular, in the following cases:

6.1. Double charge

If the same purchase was mistakenly charged more than once, the corresponding mistakenly charged amount may be refunded.

6.2. Payment error

If funds were charged due to a confirmed technical or payment error, OnlineSignatures may refund the corresponding amount.

6.3. Material technical problem

If the paid function was unavailable or materially non-functional for a reason within OnlineSignatures' control, and the problem was not resolved within a reasonable time, the refund request may be granted in full or in part.

6.4. Error on the part of the Service

If the user was provided a service materially different from the paid-for tariff due to an OnlineSignatures error, the request is reviewed individually.

6.5. Other circumstances

OnlineSignatures may grant a refund in other cases at its discretion, provided this does not contradict applicable law and the payment provider's terms.

To the extent permitted by applicable law, a full refund may be declined if:

7.1. The user simply changed their mind after the purchase and has no mandatory refund right.

7.2. The user purchased the tariff while aware of its characteristics, limitations and cost, and subsequently decided they no longer needed it.

7.3. The user has substantially used the provided digital resources.

7.4. The user has fully used the API limit or another paid-for limit.

7.5. The user began using a paid digital function, and the absence of that function or its characteristics is not related to a breach by OnlineSignatures.

7.6. The problem can be resolved by technical support and is not a material defect in the paid service.

7.7. The user did not review the tariff's characteristics, although the relevant information was available before the purchase was made.

7.8. The request is repeated or related to systematic abuse of the refund mechanism.

7.9. The user continues to use the digital service after reporting an intention to obtain a refund, where such use contradicts applicable law or the terms of the specific refund.

8.1. A change of mind, no further need for the Service, or the user's insufficient assessment of the tariff before purchase do not, by themselves, guarantee a refund.

8.2. The user is obligated to review the tariff's description, cost, limits, and terms of service provision before making a purchase.

8.3. If the user is unsure whether a tariff is right for them, they may contact support before making the purchase.

9.1. Cancelling automatic renewal is not a request for a refund of an already-paid-for period.

9.2. After cancelling automatic renewal, the user generally retains access to the paid period until it ends, unless otherwise provided by applicable law or the refund terms.

9.3. Money for the remaining period is not automatically refunded solely as a result of cancelling the subscription, unless otherwise provided by applicable law or the terms of the relevant tariff.

10.1. If the user has gained access to a digital service and begun using it, OnlineSignatures has the right to take this fact of use into account when reviewing a refund request.

10.2. For digital services, including SaaS and the API, the impossibility of refunding an already actually used digital resource is a material factor in determining the size of any possible refund.

10.3. In jurisdictions where the law provides a special procedure for withdrawing from digital content or digital services after performance has begun, OnlineSignatures applies the corresponding requirements.

11.1. The request must contain information necessary to identify the payment, for example:

• the email address used at purchase;
• the order number, if available;
• the purchase date;
• the payment amount;
• a description of the reason for the request.

11.2. OnlineSignatures may request additional information necessary to verify the payment or the circumstances of the request.

11.3. If the payment is processed through a third-party payment provider, the user may also be directed to that provider's support system.

12.1. Each request is reviewed individually, unless the payment provider's mandatory rules establish a different procedure.

12.2. When reviewing a request, OnlineSignatures may check:

• order data;
• subscription status;
• the activation date;
• the date use began;
• API activity;
• the number of requests used;
• the limit used;
• payment history;
• the presence of technical errors;
• previous requests related to the corresponding order.

12.3. Technical data on use of the Service may be used to confirm the fact and extent of the digital service provided.

12.4. OnlineSignatures seeks to review requests within a reasonable time.

13.1. After a refund is confirmed, OnlineSignatures may:

• cancel the corresponding subscription;
• stop automatic renewal;
• disable paid functions;
• deactivate the API key;
• stop further use of the paid-for limit;
• take other technical measures necessary to terminate access to the refunded product.

13.2. If a refund has been issued for a subscription or digital service, the user must not continue using the refunded product, unless expressly provided otherwise by the refund terms or applicable law.

13.3. For the API, after a refund is approved, API access may be disabled immediately.

14.1. Where possible, the user should contact OnlineSignatures support before initiating a chargeback through their bank or payment system.

14.2. If a payment is disputed through a bank or payment system, OnlineSignatures has the right to provide the payment provider or financial institution with information confirming:

• the fact that the purchase was made;
• the user's acceptance of the terms;
• the provision of access;
• the activation date;
• use of paid functions;
• use of the API;
• the volume of the limit used;
• the user's request history;
• other information relevant to the disputed transaction.

14.3. Initiating a chargeback does not guarantee the user a refund and is reviewed in accordance with the rules of the relevant payment system, bank, and payment provider.

14.4. If a payment was refunded or disputed as a result of fraudulent action, unlawful use of a payment instrument, or the provision of false information, OnlineSignatures reserves the right to restrict or terminate the corresponding account and access to the Service to the extent permitted by law.

OnlineSignatures has the right to additionally verify refund requests if there are indications of:

• fraud;
• use of another person's payment instrument;
• abuse of refunds;
• mass account creation;
• repeated purchase and refund of the same product;
• use of the API followed by an unjustified demand for a full refund;
• other actions aimed at obtaining a digital service without payment.

Where there are relevant grounds, OnlineSignatures may restrict access to the Service and transfer the necessary information to the payment provider or competent authorities, where permitted or required by law.

16.1. The refunding of taxes, fees and payment commissions is governed by applicable law and the payment provider's rules.

16.2. If the payment provider does not refund certain commissions or fees, the corresponding amount may be taken into account in the refund calculation only to the extent permitted by applicable law.

16.3. OnlineSignatures does not charge the user a separate fee for reviewing a standard refund request, unless otherwise stated before payment is made.

17.1. Free tariffs, trial periods, bonus resources and promotional credits have no monetary value, unless expressly stated otherwise in the terms of the relevant offer.

17.2. Unused free or bonus resources are not exchangeable for money.

18.1. This Policy is not intended to exclude, limit, or waive consumers' mandatory rights.

18.2. If the law of the user's country grants them a refund right or other remedy that cannot be excluded by contract, that right is preserved.

18.3. In the event of a conflict between this Policy and a mandatory legal provision, the mandatory legal provision applies.

18.4. If the payment provider's rules grant the user a mandatory refund right, OnlineSignatures complies with such rules to the extent they apply to the relevant purchase.

OnlineSignatures has the right to amend this Policy.

The new version is published on the site with its effective date.

Changes do not apply retroactively to purchases already made, unless otherwise required by applicable law or the payment provider's rules.

For refund-related questions, the user may contact us through the Contact Us page on the site:

OnlineSignatures.net

It is recommended to include the email address used at purchase and the order number, if available.