Cancellation & Refund Policy

1. General Principles

Oshiva strives for complete transparency and fairness. Because we manage three distinct services (physical study seats, freshly prepared kitchen meals, and digital course content), cancellation eligibility and refund mechanics are outlined specifically per service below.

SERVICE 1

Oshiva Library (Study Desks & Shifts)

Daily & Shift Reservations: You may cancel a booked shift up to 2 hours prior to the shift start time for a 100% refund or platform credit. Cancellations made within 2 hours of shift commencement or after the shift has started are non-refundable.
Monthly & Extended Passes: If you need to discontinue an active monthly pass due to relocation or medical reasons within the first 3 days of booking, a pro-rata refund will be evaluated by branch management, less an administrative processing fee of 10%. After 3 days, monthly passes cannot be refunded.
Service Outages: In the rare event of branch-wide facility closures exceeding 24 hours (e.g., prolonged power outage without backup), pass validity will be automatically extended by equivalent days.

SERVICE 2

Oshiva Food (Canteen & Subscriptions)

On-Demand Canteen Orders: Because meals are freshly cooked, an order can only be cancelled while in the "Pending" state prior to kitchen acceptance. Once a Kitchen Order Ticket (KOT) is accepted or preparation has commenced, orders cannot be cancelled or refunded.
Meal Subscriptions: You have full control to pause and resume meal subscriptions before the daily preparation cutoff time (e.g. 9:00 AM for lunch, 4:00 PM for dinner). Paused days automatically extend subscription validity.
Digital Food Wallet: Canteen wallet balances can be utilized across all branch canteens. Refunds of wallet top-ups are credited back to the original funding instrument within 5–7 business days upon written request.

SERVICE 3

Oshiva Education (Video Courses)

7-Day Satisfaction Guarantee: We offer a 7-day refund window on paid course enrollments provided you have watched less than 20% of the total course video content and have not downloaded proprietary supplementary material.
Refund Request Process: Submit your request directly via the Course Dashboard or email [email protected] detailing your enrollment order ID. Audited refund requests are settled to the original payment method within 5–7 banking days.
Disqualification: Accounts found violating intellectual property covenants (e.g., unauthorized recording, sharing credentials) forfeit all refund claims.

4. Contact Billing Support

For any refund queries, please write to our finance team at [email protected] or reach out through your branch manager desk.