Refund & Cancellation Policy

1. Duplicate or incorrect payment

If DOKU or the customer’s payment provider confirms a duplicate charge, OPS will verify the transaction records and refund the duplicated amount. Incorrect amounts or unauthorized transactions are investigated with DOKU and the relevant provider before a refund is issued.

2. Digital products

A customer may request cancellation before the download or delivery access is issued. After access is issued or the digital file is downloaded, the purchase is normally non-refundable because the product cannot be returned. This does not limit the customer’s rights when the delivered file is materially defective, corrupted, or different from the purchased edition.

For a technical delivery problem, OPS will first repair the file, provide the correct edition, or reissue secure access. If OPS cannot provide the purchased product within a reasonable period after verified payment, the customer may receive a full refund.

3. Fixed-price professional services

A fixed-price service may be cancelled for a full refund before OPS confirms that research, supplier outreach, data acquisition or other substantive work has started. Once work has started, committed research and operating costs are non-refundable. If OPS cancels the engagement or cannot deliver the agreed scope, OPS will refund the undelivered portion.

4. Quotation-based services

Submitting an inquiry does not create a payment obligation. Cancellation, milestone and refund terms for custom consulting, fieldwork, trade representation or procurement are stated in the written quotation or contract and must be accepted before payment.

5. How to request a refund

1. Email info@oceanpearlseafood.com within 14 calendar days of payment.
2. Include the buyer name, email used for the order, product or service, payment date, amount and DOKU reference.
3. Explain the delivery or billing issue and attach non-sensitive supporting evidence when relevant.

OPS acknowledges complete requests within two business days. Approved refunds are returned through the original payment channel where supported. Bank or payment-provider processing times may apply after OPS submits the refund.

6. Chargebacks and unresolved issues

Please contact OPS first so we can trace the payment and delivery records. A chargeback does not automatically establish refund eligibility and may suspend product access while the payment is disputed.

7. Contact