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Terms and Conditions

  1. Scope of Application

These Terms and Conditions define the principles for receiving, handling, and responding to user support requests when using ONFA’s services, products, and features on the platform.

By submitting a support request (ticket), contacting ONFA through official customer support channels, or using the ONFA Help Center, users confirm that they have read, understood, and agreed to the Terms and Conditions outlined below.

  2. Official Support Channels

ONFA only receives and processes support requests through official channels published on the ONFA platform, including:

  • The ONFA Help Center
  • Support tickets submitted via the ONFA application
  • ONFA’s official fanpages and community channels
  • Verified Telegram and Email channels officially confirmed by ONFA

ONFA is not responsible for any requests submitted through unofficial channels or third parties impersonating ONFA.

 

  3. Conditions for Submitting a Support Request

Users are required to ensure that they:

  • Provide accurate, truthful, and complete information
  • Clearly describe the issue or support request and attach relevant documents or evidence (if applicable)
  • Select the correct support category that matches the issue being reported

ONFA reserves the right to reject or temporarily suspend the processing of support requests in the following cases:

  • The information provided is incorrect, incomplete, or lacks valid evidence
  • There are signs of fraud, impersonation, or violations of applicable laws
  • Multiple duplicate requests are submitted for the same issue, causing disruption to the support system

  4. Processing Time and Response

  • The maximum processing time for each support request is up to 72 hours, calculated from ONFA’s most recent response.
  • In certain special cases (such as security-related matters, fraud investigations, or third-party technical reviews), additional processing time may be required. ONFA will notify users when an extension is necessary.
  • Processing time may vary depending on:
    • The complexity of the issue
    • The current system status
    • The availability of additional information provided by the user

  5. User Responsibilities

Users are responsible for:

  • Actively monitoring responses from ONFA via the Support section of the app or the registered email address
  • Cooperating by providing additional information or documents when requested
  • Avoiding the creation of multiple tickets for the same issue at the same time

Submitting duplicate requests may slow down the resolution process and affect the support queue priority.

 

  6. Limitation of Liability

ONFA provides customer support services on a reasonable-effort and good-faith basis, with the goal of protecting user rights and interests.

ONFA shall not be liable in the following cases:

  • Issues caused by user error, including but not limited to (disclosure of login credentials, accessing phishing, fake, or fraudulent links)
  • Service interruptions resulting from objective factors or force majeure events, such as system outages, natural disasters, or external network failures
  • Indirect, incidental, or consequential damages that fall outside ONFA’s reasonable control

 

  7. Information Security and Confidentiality

All information provided by users during the support process will be handled by ONFA as follows:

  • Protected in accordance with ONFA’s current Privacy Policy
  • Used solely for verification and request resolution purposes
  • Not shared with third parties without the user’s consent, except where disclosure is required by law or competent authorities

ONFA is committed to safeguarding user data and maintaining confidentiality throughout the support process.

 

  8. Right to Amend

ONFA reserves the right to modify, update, or supplement the terms and conditions of the Support section in order to align with:

  • System upgrades and platform improvements
  • Legal and regulatory requirements
  • New security and safety standards

Any changes will be publicly announced on the ONFA platform and will take effect from the time of publication, unless otherwise stated.