Refund Policy

1. Payments are final

Every OnboardingCustomers plan is a subscription for access to the software for a monthly or yearly period, with the limits described on the pricing page. The fee pays for that access, which is available in full from the first day of the period. It is not a charge per use, so how much the workspace was used in a period does not change what was due for it.

You can judge the product before you pay. The demo on our homepage accepts your own statement of work and shows the onboarding plan generated from it, which is the core of what a paid plan does. The pricing page lists what each plan includes and its limits.

If you are a consumer in the European Union or another country with a statutory right of withdrawal, note that by starting a subscription you expressly request that the service begins immediately and you acknowledge that your right of withdrawal ends once the service has started.

2. Situations that do not qualify

The following are not grounds for returning a payment, in part or in full:

• no longer needing the service, or deciding against it after purchase;
• not using the workspace, or using little of it, during a paid period;
• a renewal you did not cancel in time, or a cancellation made shortly after a renewal;
• a renewal collected after earlier unsuccessful attempts to charge the card;
• expecting a one-time payment, when every plan is stated as a renewing subscription at checkout and in the confirmation email;
• disagreeing with the content or accuracy of AI-generated plans, reminders or briefs, which vary with the input you provide;
• a feature that is not described on the pricing page, or that works differently from what you assumed;
• choosing the wrong plan, billing period or number of seats;
• the unused remainder of a period after cancelling or after moving to a lower plan;
• use of the account by anyone you gave access to.

3. The three exceptions

We return a payment only in these cases, only when our records and those of the payment processor support the claim, and only up to the amount of the affected charge.

Duplicate charge

A billing error on our side charged you twice for the same period.

Proved unauthorised charge

Your card was used without your permission, you report it to us within 14 days of the charge, and the transaction and account records confirm it. We may ask you to confirm that you have also reported the misuse to your card issuer.

Total failure of the service

A confirmed fault on our side made the service completely unusable for a continuous period, you reported it to us while it was happening, and we did not resolve it. Slowness, partial issues and problems caused by your own device, network, files or connected CRM do not count.

An approved return is paid to the original payment method, is limited to what you paid for the affected period, and is our only obligation for that charge.

4. How to make a request

Email [email protected] within 14 days of the charge. Include the email address of the workspace owner, the date and amount of the charge and which exception in section 3 applies. Requests sent after 14 days are not considered. We review requests in the order we receive them and reply by email.

5. Cancelling and renewals

You can cancel at any time in your billing settings without contacting us. Cancelling stops every future renewal from that moment and you keep access until the end of the period already paid for. Cancelling is not a request to return a payment.

Each new billing period begins on the renewal date and the payment for it is due on that date. If the charge fails, the payment processor retries it over the following days. Those retries collect the payment for a period that has already begun, so cancelling during them stops later renewals but does not cancel the amount already due. To avoid a renewal, cancel before the renewal date shown in your account.

When you move to a higher plan, the prorated difference is charged immediately, as described in our Terms of Service. That charge follows the same rules as any other payment.

6. Records we keep

For every subscription we keep the time of purchase, the plan, price and billing period shown at checkout, your acceptance of the Terms of Service and this policy, the confirmation and renewal emails, and the activity log of the workspace. The payment processor keeps its own record of each transaction, including bank authentication results. We use these records to assess requests under section 3.

7. Chargebacks

If you think a charge is wrong, contact us first. Opening a chargeback without contacting us is a breach of our Terms of Service. If a chargeback is raised, we send the records described above to your card issuer and the workspace may be closed.

8. Contact

Questions about this policy go to [email protected].