Refund Policy

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

In addition to the 30-day money-back guarantee above, consumers based in the European Union have a statutory 14-day right of withdrawal under Directive 2011/83/EU (Consumer Rights Directive). Consumers based in the United Kingdom have an equivalent 14-day right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, email support@onaiu.com within 14 days of your subscription start date with the subject line "EU/UK Withdrawal Request". We will confirm receipt and process a full refund via Paddle within 14 days of your notice, to the original payment method. No reason is required.

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

1. Email support@onaiu.com with subject line "Refund Request" and include your account email and order/transaction ID.
2. Alternatively, open a support ticket via the Support page or the Billing section in your dashboard.
3. 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.

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