01 / Agreeing and starting work
We clarify your task and record scope, deliverables, price, expected timing, milestones and external costs in writing. Starting prices cover limited scope. Work begins after agreement, receipt of the advance and the necessary materials and access.
Before order confirmation, we supply verified provider and payment recipient details, the total price including applicable mandatory charges and the order terms in a copy you can retain. This page does not replace your individual proposal.
02 / Payment, approval and handover
Development and ordinary Automation use a 30% advance toward the total project price, followed by 70% after approval of the completed result and before final handover. Complex Automation may use staged payments; termination and milestone settlement are agreed in the proposal.
We show a working version and make agreed revisions. Silence is not acceptance. After full payment, we hand over agreed code, source files and access, and publish or complete handoff where included. Third-party licences and rights transfer only to the extent their terms allow.
03 / Scope, materials and pauses
New features, pages, languages, integrations, scenarios and substantial reworking are quoted separately. Clients supply accurate information, materials and necessary access, answer questions and review the result. You must have the rights needed to use supplied materials.
If we cannot reach you for more than 7 days, the project is paused. We resume subject to current workload, targeting a return to work within 48 hours of renewed contact. This is not an SLA. Delayed materials, access or feedback affect timing.
04 / Fixes after launch
Development includes 45 days after launch for defects and small issues in the approved implementation. New design, features, substantial reworking and SEO are outside this period’s scope.
Automation includes 45 days for bugs in our own implementation and 2–3 small changes during the initial support period. New logic and substantial scenarios are quoted separately. This is not ongoing free support; mandatory rights relating to defects remain unaffected.
05 / External costs and ongoing support
Clients pay for domains; hosting is chosen for the project without a promise of free hosting forever. APIs, models, telephony, licences and other resources are charged separately unless expressly included.
Support / Monitoring covers ongoing assistance while the client pays separately for external resources. Managed Automation includes agreed resources managed by OSNOVA, with usage limits and overage terms. Development is a separate charge. Agreed client rights to code and data remain intact.
System monitoring may run 24/7; human support does not necessarily do so. Support hours are agreed separately. For a critical fault in our own implementation, the repair target is within 24 hours: not an SLA, a first-response commitment or a guarantee of a third-party fix.
06 / Cancellation of business orders (B2B)
If you cancel after work has actually begun, the advance is applied to work performed and previously agreed, documented, non-recoverable project expenses, without double counting. We provide an itemised calculation: any unused balance is refunded and any justified shortfall is payable under the agreed terms.
The full 30% is not automatically retained. Before work starts, the post-start cancellation rule does not apply; we do not add a reservation fee retrospectively. This rule does not govern cancellation caused by OSNOVA’s breach. Defect claims are handled separately.
07 / Consumer distance service orders (B2C)
You normally have 14 calendar days from contract conclusion to withdraw. Starting earlier requires your separate express request and acknowledgement of the consequences before work begins. Payment or general acceptance of these Terms is not a substitute. Without that request, we do not start early. Withdrawal information and a model form are supplied with your order in a copy you can retain.
If you withdraw in time before full performance, subject to the legal requirements, you pay an amount proportionate to the service actually provided up to your notice, based on the total agreed price. The advance is credited; 30% is neither a penalty nor a cap on payment. Costs are not counted twice. Missing mandatory information or a valid early-start request means payment for services during this period is not automatically due; the withdrawal period may be extended.
Any balance due to you is refunded without undue delay, within 14 days of your notice. Starting work alone does not end the right. After full performance it ends only with the required prior express consent and acknowledgement of losing that right. A preview or link alone does not constitute full performance: agreed revisions, handover and publication must be considered.
Send an unambiguous withdrawal statement identifying your order to capitanrun@osnova.ai or through the agreed correspondence. The model form is optional. After the statutory period, cancellation follows the agreed terms and mandatory law; there is no automatic 30% forfeiture for consumers. Rights relating to defects and non-performance remain unaffected. B2B / B2C status depends on the order’s actual purpose, not the company field or payment method.
08 / Other services and limits on results
SEO, Performance, AI Visibility and Email Deliverability have their own agreed scope, price and timing. Development / Automation timelines and fix periods do not automatically apply. Advertising spend is paid separately.
We do not guarantee leads, revenue, rankings, advertising metrics, AI responses or that every email will reach the inbox. Email Deliverability covers confirmed diagnostics, agreed fixes and follow-up checks. Third-party algorithms and platform availability are not fully under our control.
09 / Access and communication
We use access only for the agreed task and do not publish client secrets. External platforms have their own terms. Personal data processing is a separate matter; these Terms are not a Privacy Policy.
We record key decisions in writing and communicate by email, Telegram or a call when needed. Individual terms apply subject to mandatory client rights. This page does not select a fixed jurisdiction.