Refund Policy
Last updated: April 10, 2026
30-Day Money-Back Guarantee
If you are not satisfied with your ONAIU software subscription for any reason, contact us within 30 calendar days of your initial purchase and we will issue a full refund — no questions asked.
Who processes refunds
ONAIU subscription payments are processed by Paddle.com Market Limited, which acts as Merchant of Record. Paddle handles all tax compliance (VAT/GST/Sales Tax), invoicing, and refund processing on our behalf.
Refund eligibility
- Within 30 days of initial purchase: Full refund, no reason required.
- After 30 days: Refunds are not issued for partial billing periods. You may cancel your subscription at any time; access continues until the end of the current paid period.
- Renewal charges: Refund requests for renewal payments must be made within 7 days of the renewal date.
EU and UK consumers — 14-day right of withdrawal
Для потребителей в ЕС/ЕЭЗ и Великобритании. В дополнение к 30-дневной гарантии возврата средств, потребители в Европейском союзе имеют установленное законом право отказа в течение 14 дней в соответствии с Директивой 2011/83/EU (Consumer Rights Directive). Потребители Великобритании имеют эквивалентное 14-дневное право согласно Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Причину указывать не требуется.
In addition to the 30-day money-back guarantee above, consumers based in the European Union, EEA (Iceland, Liechtenstein, Norway) and the United Kingdom have a statutory 14-day right of withdrawal under Directive 2011/83/EU (Consumer Rights Directive) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. No reason is required. We will confirm receipt and process a full refund via Paddle within 14 days, to the original payment method.
How to exercise this right. You can submit the form below (logged-in customers) or email support@onaiu.com within 14 days of your subscription start date with the subject line "EU/UK Withdrawal Request".
Note: where you have actively used the service after subscription start (for example, by sending production messages through the AI assistant), Paddle may deduct a proportionate amount for services already supplied, in line with Article 14(3) of the Directive. Where the service has not been used, the refund is full.
How to request a refund
- Email support@onaiu.com with subject line "Refund Request" and include your account email and order/transaction ID.
- Alternatively, open a support ticket via the Support page or the Billing section in your dashboard.
- We will confirm your refund request within 2 business days. Refunds are credited to your original payment method within 5–10 business days depending on your bank.
Complaint escalation
If your refund request is not resolved to your satisfaction within 30 days, you may escalate via Paddle's dispute resolution process, as Paddle.com Market Limited is the Merchant of Record for all subscription payments. You may also contact your card issuer or applicable consumer protection services in your jurisdiction.
Contact
Email: support@onaiu.com
Legal: legal@onaiu.com
Phone: +7 701 729 87 77
Company: WIT.KZ LLP, Kazakhstan, Astana, Nur district, Korgalzhyn highway 13B, office 402, 010000
BIN: 230440019034