Refund Policy
1. General provisions
1.1. This Policy sets out how funds are calculated and refunded between Limited Liability Company "Great Rock" (the Company, OZTA) and the Client. It applies together with the General Terms of Service, Payment and settlement terms and Cancellation and Termination Policy.
1.2. An ordinary Client refusal to continue, termination caused by the Client's breach, impossibility of performance and claims arising from the Company's breach are different calculation grounds. This Policy does not impose the same deductions in all of those cases.
1.3. Mandatory consumer rights, deadlines for satisfying particular claims and consequences of a breach are determined by law and prevail over contractual terms.
2. Calculation components
2.1. When an Instruction ends, the Company prepares a calculation identifying:
- the total funds received and their purpose;
- the completed part of the services and the amount payable for it under the agreement and law;
- confirmed expenses for the agreed performance, including obligations to third parties that lawfully remain after termination;
- refunds, discounts and cancelled charges received from third parties;
- amounts previously refunded to the Client and the balance to be refunded.
2.2. Each amount is counted once. An expense already included in determining the balance is not deducted from the balance again. The calculation excludes a second arrangement fee for one action, an undisclosed cancellation charge and an automatic non-refundable minimum fee.
2.3. Payment for the completed part is determined by the agreed Estimate and confirmed scope. If the law sets a special method for payment, expense reimbursement or damages for the relevant termination ground, that method applies. The entire price may not be retained merely because an advance was received or work began.
3. Client refusal and termination of an Instruction
3.1. If the Client refuses before the agreed work is performed and payable expenses arise, the full amount received for the Instruction is refunded. If work was actually performed or lawful expenses arose before refusal, the Company confirms them and applies the calculation under section 2.
3.2. If refusal occurs after performance has begun, the amounts due to the Company are determined under the rules applicable to the relevant agreement. For a consumer order, statutory rules on proportionate payment for the completed part and limits on reimbursement of the provider's losses remain in force.
3.3. Termination because the Client failed to provide necessary information, removed a required action or otherwise breached the agreement does not automatically permit retention of all funds. The Company must confirm the ground for termination, the notice, the completed part and the lawful basis for each charge.
3.4. If the Company refuses on its own initiative or breaches the agreement, the consequences required by law apply, including refund of relevant amounts and damages where mandatory. General rules on payment for completed work do not remove the Client's statutory claims for a price reduction, correction of defects or other remedies.
4. Amounts transferred to third parties
4.1. Transferring money to a supplier, bank or contractor does not by itself make it non-refundable. The Company considers the payment basis, agreed cancellation terms, actual possibility of a refund and its contractual role.
4.2. Where grounds exist, the Company takes the steps provided by the Instruction and law to obtain a refund or cancel charges and informs the Client of the result. Refunds received are credited to the Client less only amounts lawfully due.
4.3. If an external expense cannot be cancelled or refunded, the Company identifies its basis and supporting documents. A third party's terms are not an unconditional ground for refusing a Client claim for which the Company is responsible under law or contract.
4.4. Waiting for a third-party settlement is not a ground to delay refunding another amount that has already been determined and is held by the Company. If a refund lawfully depends on receiving funds from a third party, the Company separately identifies that part of the calculation and reports any change in its status.
5. Client request
5.1. A request must be sent to info@ozta.com or another channel agreed for the Instruction. Information sufficient to identify the applicant, Instruction and claim is enough. The absence of an order number does not prevent review if the order can be identified by other information.
5.2. The Company may request proof of authority, payment information and refund details to the necessary extent. Excess documents unrelated to reviewing the request or the lawfulness of the refund are not required.
5.3. The Company sends a reasoned calculation or identifies the specific grounds for a full or partial refusal. Failure to object to a report and the fact that all money was spent do not exclude claims for improper performance, an erroneous payment or other breaches.
6. Refund deadlines
6.1. Claims for which the law sets a special deadline are reviewed and satisfied within that deadline. In particular, claims under the legislation of the Kyrgyz Republic on consumer protection for a price reduction, reimbursement of defect-correction expenses and losses connected with termination must be satisfied within the ten-day period set by that legislation from the date the relevant claim is submitted.
6.2. For an ordinary cancellation, if no other mandatory statutory deadline applies, the Company refunds the amount determined by the calculation and held at its disposal no later than fourteen calendar days after receiving the request. The Company's decision does not by itself postpone the start of the period. A shorter agreed period remains effective.
6.3. Missing refund details or a lawful restriction on the refund are reported to the Client without undue delay. The effect of the obstacle on the deadline is determined by law; a repeated request for documents does not automatically restart the period.
6.4. Amounts lawfully dependent on a third-party refund are paid to the Client after receipt and no later than fourteen calendar days thereafter, unless the law or agreement sets a shorter period. This rule does not delay the Company's own duty to reimburse funds where that duty is independent of the third party.
6.5. The Company provides confirmation that the refund was made. The bank's actual crediting period may differ from the time needed to execute a payment instruction. Responsibility for delay depends on its cause and the applicable rules; an error by the Company in the payment details is not a Client risk.
7. Refund currency and recipient
7.1. A refund is made in the currency of the original payment unless another lawful method is expressly agreed. If conversion is necessary, the Client is told the amount, rate, source and confirmed external expenses. OZTA applies no own markup to the rate.
7.2. A refund is made to the proper payer or another person where a confirmed legal basis exists. A request to transfer funds to a third party requires checking authority and whether that refund is permitted.
7.3. Expenses and exchange differences are allocated with regard to the refund ground, agreement and law. A currency-risk clause does not exclude mandatory reimbursement where the Company has breached its obligations.
8. Separate products and versions
8.1. When a card or voucher is agreed, the terms for issue, refusal, refund, validity and use of the remaining balance of that particular product are provided before payment. General purchase-refund terms do not replace those details or the buyer's mandatory rights.
8.2. This version applies to Instructions accepted after it is posted on the website. Earlier agreed terms are not changed automatically. Governing law, legally significant notices and dispute resolution are determined by the General Terms of Service.