Refund Policy

We want you to be happy with what you buy from One Tera. This policy explains when a refund is possible and how to ask for one. Because most of what we sell is digital or made to order, the rules depend on the type of purchase.

Software store products (antivirus, Microsoft Office, Windows)

• License keys are digital goods. Once a key has been delivered to you it cannot be returned or refunded, because it cannot be “un-used”.
• If a key does not activate, contact us within 7 days of delivery. We will help you activate it or replace it; if we cannot, you get a full refund.
• If we cannot deliver your key after payment, you get a full refund.

Ready-made platforms (Glamora, HRSSP, Online Store and others)

• Before installation or delivery of the files: full refund within 7 days of payment.
• After installation: no refund for change of mind. If the platform does not work as described on its page and we cannot fix the problem within 14 days of your report, we refund the license price.
• Customisations, installation and setup work already done are not refundable.

Hosted and managed subscriptions

• Yearly subscriptions cancelled within 14 days of payment are refunded, minus setup fees and any domain that was already registered.
• After 14 days, you can cancel at any time and the service stays active until the end of the paid period; the remaining period is not refunded.
• Monthly subscriptions (including POS rental) can be cancelled at any time and stop at the end of the current month. Setup fees are not refundable.

Custom websites, apps and web applications

• The deposit is refundable only if we cancel the project, or if you cancel before any work has started.
• Once work has started, payments for completed stages are not refundable. If the project is stopped, you receive the work completed up to that point.

Not refundable

• Domain registrations and renewals.
• Completed maintenance visits and support hours.
• Payment gateway activation fees paid to third parties.

How to request a refund

Email info@onetera.net or message us on WhatsApp at +965 66685527 with your order number and the reason for the request. We reply within 3 business days.

How refunds are paid

Approved refunds are sent to the original payment method. Payments made with PayPal are refunded through PayPal in the same currency you paid; PayPal or your bank normally shows the refund within 5 to 10 business days. We are not responsible for exchange-rate differences or fees charged by PayPal or your bank.

Questions

If something is not covered here, contact us — we will look at your case fairly. This policy is part of our Terms.