Cancellation & Refund

Voluntary cancellation window

This page applies to both ONREAL services: the Japan Source & Accuracy Audit Sprint ($750 USD) and Matcha Origin Verification — Tier 1, document verification ($450 USD). The laboratory-supported tier is not offered for sale; if it becomes available, its cancellation and refund terms will be confirmed in writing before any payment is requested.

ONREAL offers a voluntary 48-calendar-hour cancellation window beginning when successful payment is confirmed. This is a contractual customer-care policy, not a representation that a statutory cooling-off right applies to online sales.

Duration: 48 calendar hours after successful payment confirmation
Start point: The timestamp shown in the Stripe payment confirmation
During the window: ONREAL will not begin the audit or the document verification unless the client expressly asks in writing for an earlier start. A cancellation requested before work begins receives a full refund.
Earlier-start request: If the client asks in writing for work to begin before the 48-hour window ends, the voluntary cancellation window ends when ONREAL confirms that work has begun.
After work begins: Payments are not refundable for a change of mind after work begins. This does not limit refunds required by law or the remedies below when ONREAL does not deliver the agreed service.
How to request: Email [email protected] from the purchase email address with the subject “Cancellation request” and the payment date.
Processing time: For a cancellation eligible for a full refund under this policy, ONREAL will initiate the refund through Stripe within 10 business days. The customer’s bank or card issuer may take additional time to post the credit.

Failure to deliver or material scope deviation

If ONREAL cancels the engagement or cannot deliver the agreed service, the client receives a full refund. If an agreed material portion cannot be delivered, ONREAL will offer either a proportionate refund for the undelivered portion or, with the client’s written agreement, a revised scope or delivery date.

Nothing on this page excludes rights or remedies that cannot lawfully be excluded.

Last updated: August 12, 2026. Effective August 12, 2026 (JST).