Refund & Cancellation Policy

1. Cancelling an Order

• Before an agent is assigned (your task shows "Finding your agent"): cancel directly from your portal — no questions, no fee. A full refund is issued automatically to your original payment method.
• After an agent is assigned (any later stage): the visit is in motion and portal cancellation closes. Contact support with your task code (e.g., OV-1042) and we will review in good faith. Where fieldwork hasn't meaningfully started, we will usually still refund in full or offer to redirect the visit to a different address of equal scope.
• Completed orders (evidence and report delivered) cannot be cancelled.

2. When You Always Get a Full Refund

We refund 100% of what you paid, without you needing to ask twice, when:

• We cannot perform the visit — the area turns out to be inaccessible or unsafe, outside our operating coverage, or we cannot fulfil the visit within a reasonable time of your order;
• We cancel your order for operational reasons on our side;
• Payment succeeded but no visit can be scheduled for any reason attributable to us.

3. What Is Not Refundable

A refund is not due where the Service was performed as described. This includes situations where:

• The evidence shows something different from what you hoped — our job is to show you what's there; the findings themselves are never grounds for a refund;
• Access was limited — where lawful entry to a property or premises wasn't possible and evidence was captured from publicly accessible vantage points, as our Terms describe;
• The address you provided was inaccurate — if the evidence corresponds to the address you gave us, the Service is complete, even if it wasn't the site you intended. (Tell us quickly if you spot an address mistake after ordering — if no agent is assigned yet, you can simply edit the order in your portal.)
• You decline to use the evidence or your transaction plans change after the visit.

4. Quality Issues — We Fix First

If delivered evidence has a genuine quality problem (for example, footage that doesn't show what your instructions reasonably asked for), contact us within 7 days of delivery with your task code. Our first remedy is to make it right — typically a free revisit to capture what was missed. If we can't reasonably make it right, we'll refund partially or fully based on what was and wasn't delivered.

5. Failed Payments

If your payment fails, you are not charged and no visit is scheduled. Your task will show "Payment failed" in the portal with the option to retry payment. Nothing is owed and nothing needs refunding.

6. How Refunds Are Paid

• Refunds go to the original payment method only.
• We initiate approved refunds within 5 business days of approval; your bank or card issuer then determines when the funds appear, typically 5–10 business days after initiation.
• Refunds are issued in the currency and amount originally charged. We aren't responsible for exchange-rate differences or bank fees applied by your institution.

7. A Note on Chargebacks

If something's wrong, please contact us first — we resolve genuine issues quickly, and a support message will almost always be faster than a card dispute. We respond to chargebacks with our records, including order details, delivery logs, and GPS-stamped evidence of performance.

8. Contact

Support:help@overtng.com
Include your task code (e.g., OV-1042) in any refund or cancellation request.