At JSC “OzenMunaiGaz”, we are committed to maintaining transparent and professional commercial relationships with our customers, suppliers, and business partners. This Refund & Cancellation Policy outlines the general principles applicable to orders, petroleum product supplies, services, and commercial agreements.

1. Commercial Transactions

Our products and services are primarily provided through business-to-business agreements, purchase orders, supply contracts, and other commercial arrangements.

The specific terms governing payment, cancellation, delivery, acceptance, and refunds will be established in the applicable contract or agreement between JSC “OzenMunaiGaz” and the customer.

2. Cancellation of Orders

Requests to cancel an order or service should be submitted to us in writing as soon as possible.

Cancellation may be subject to:

• The terms of the applicable contract
• The stage of order processing
• Product availability and allocation
• Transportation or logistics arrangements
• Costs already incurred
• Applicable contractual obligations

Once a petroleum product has been dispatched, loaded, delivered, or otherwise transferred in accordance with the agreed terms, cancellation may no longer be possible unless otherwise provided by the applicable agreement.

3. Refunds

Where a refund is applicable, it will be assessed according to the relevant commercial agreement and the circumstances of the transaction.

Approved refunds may apply in cases such as:

• Duplicate payments
• Verified payment errors
• Failure to fulfill an agreed contractual obligation
• Other circumstances specifically covered by the applicable contract

Refunds will normally be returned through the original payment method unless another arrangement has been mutually agreed upon.

4. Non-Refundable Costs

Certain costs may not be refundable where they have already been incurred in connection with an order or service.

These may include:

• Transportation and logistics costs
• Inspection and testing fees
• Documentation charges
• Third-party service costs
• Storage or handling charges
• Other expenses expressly identified in the applicable agreement

5. Product Quality & Claims

Customers are expected to inspect petroleum products upon receipt where applicable and notify us promptly of any quality, quantity, specification, or delivery discrepancy.

Any claim should include relevant supporting documentation, such as delivery records, inspection reports, certificates, or other applicable evidence.

Claims will be reviewed in accordance with the relevant supply contract and agreed product specifications.

6. Disputes

We encourage customers and business partners to contact us promptly regarding any concern relating to a transaction.

Where a disagreement cannot be resolved through direct communication, the matter will be handled according to the dispute-resolution, governing-law, and jurisdiction provisions contained in the applicable commercial agreement.

7. Policy Updates

JSC “OzenMunaiGaz” reserves the right to review and update this policy when necessary to reflect changes in our business operations, contractual practices, applicable regulations, or industry requirements.

The latest version published on our website will represent the current general policy.