We want OneFintel to be a no-regret purchase. This Refund Policy explains when we issue refunds, how long they take, and the few cases where we cannot refund. It is part of our Terms of Service.
1. 14-day full refund (new subscribers)
If you subscribe to a paid plan and decide it isn't a fit within 14 calendar days of your first charge, email us via our contact form from the workspace admin email and we will refund 100% of that charge, no questions asked. This applies to both monthly and annual plans, on first subscription only.
2. Annual plans after 14 days
After day 14, annual subscriptions are non-refundable for the remainder of the annual term. You can cancel auto-renewal at any time from the billing portal — service continues through the paid period and then ends. No partial refunds are issued for unused months.
3. Monthly plans after 14 days
Monthly subscriptions can be cancelled at any time and will end at the close of the current billing period. Once a month has been charged, that month is non-refundable.
4. Setup fees
Setup fees (Professional £499, Enterprise £1,499, Enterprise+ £3,500) cover one-off provisioning work and are non-refundableonce provisioning has started. If provisioning has not started, setup fees are fully refundable.
5. À la carte modules
Individual module add-ons follow the same monthly cancellation rules. You can drop a module at any time and it will end at the close of the current billing period.
6. Service failure refunds
If we materially fail to deliver the Service for a sustained period (the criteria are defined in the SLA section of our Terms of Service), you may be entitled to service credits or a pro-rata refund of the affected period's fee. Credits are applied to the next invoice; refunds are issued to your original payment method.
7. What we cannot refund
- Charges older than 14 days on monthly plans, except in the case of service failure (above).
- The remainder of an annual term that has been used past 14 days.
- Setup fees once provisioning has started.
- Third-party costs we incurred on your behalf (e.g. custom domain SSL provisioning, dedicated SLA support setup).
- Bank fees or FX losses your bank charges you on a refund — Stripe refunds the original GBP / USD amount.
8. How refunds are issued
Refunds are returned to the original payment method via Stripe. Typical timing:
- Card refunds: 5–10 business days, depending on your card issuer.
- SEPA / Bacs Direct Debit: 5–7 business days.
- Bank transfer / wire (annual prepay): up to 14 business days.
9. How to request a refund
Send a request from the workspace admin email via our contact form. Please include your workspace name, the invoice number(s) you are referring to, and a short reason (it helps us improve). We aim to respond within 1 business day.
10. Statutory rights
This Refund Policy does not affect any statutory consumer rights you have under UK or EU law, including the 14-day cooling-off period for consumers (where applicable) under the Consumer Contracts Regulations 2013.