Refund Policy

Monthly fees

Not refundable once a billing period has started. The month you are in is the month you have bought.

The one-time fee

Where a service carries one, it is not refundable once we have started the work it pays for, and we start it by sending you an email that says so. Before that email lands, it is returned in full. No service carries a one-time fee today.

Cancelling

Free, and available at any time. It stops the next renewal rather than refunding the current month, and you keep the service until your billing date.

Suspension for a breach

Not refunded. If we suspend or close a project because it broke the terms or the usage policies, the fees already paid stay paid, including for the rest of the month and for any time it is suspended.

Our mistakes

Always refunded. A duplicate charge, a charge after a valid cancellation or a billing error on our side comes back to you in full, and you do not have to argue for it.

A month of Oleon Workspace is consumed as it passes. The channels stay connected, the messages are carried, the agent answers and the infrastructure runs whether or not anyone opened the inbox that week, and most of that cost is incurred by us on the day rather than at the end.

So instead of a refund window we make cancelling immediate, obvious and free. You are never more than one billing period from stopping, there is no notice period, no cancellation fee and nobody to talk to first. And every service offers a free trial, which is the place to find out whether it suits you: it costs nothing, it takes no card, and nothing is charged unless you choose to carry on afterwards.

• A duplicate charge, or the same invoice paid twice.
• A charge taken after you cancelled, including a recurring card charge that should have stopped.
• A billing error on our side: the wrong plan, the wrong project, or usage counted that you did not have.
• A service we could not provision. If we take a one-time fee and then cannot deliver the setup, it comes back in full.
• A one-time fee where you change your mind before we send the email saying implementation work has started.
• A payment that failed on the gateway but still left your account.

Work starts when we send you the email saying it has, and not before. That email is deliberately the line rather than a call or a conversation, so neither of us is reconstructing months later who said what in a meeting. If it has not arrived, the one-time fee is still yours.

Where a charge was our mistake we refund it whether or not you spotted it inside 30 days. The window below is for requests, not for our errors.

The same goes for a suspension. If we suspend a project and it turns out we were wrong, we credit you for the time it was off.

• The current month, once it has started, including where you cancel on the first day of it.
• Allowance you did not use. It resets on your billing date and it does not carry over or come back.
• Usage already incurred past your allowance, such as extra AI replies or extra users, since we have already paid for it.
• Seats added part-way through a month, which are charged for that month.
• A dynamic-data change once the change has been applied.
• Custom development, integrations or features already delivered against a separate quote.
• What Meta charges you. That invoice is Meta's, the money never reaches us, and only Meta can return it.
• Fees for a project suspended or closed for breaching the terms or the usage policies, including the rest of the billing period and any time it stays suspended.

Write to the address at the foot of this page within 30 days of the charge and tell us the project, the invoice or payment reference, and what happened. A sentence is enough. You do not need a form and you do not need to phrase it in any particular way.

We will answer within 5 business days with a decision and the reason for it. If we say no, we will say why, and you can ask a person to look at it again.

Card payments

Refunded to the card the payment came from, through our payment provider. We send it within 5 business days of approving it. How long it then takes to appear is the bank's, and it is usually 7 to 14 business days.

Bank transfers

Returned to the account the money came from, within 14 business days of approval. We may ask you to confirm the account details before sending it.

A refund always goes back the way it came. We cannot send it to a different card, a different account or a different person, and that is a rule about fraud rather than an inconvenience we have chosen.

If a charge looks wrong, tell us before you tell your bank. We can usually settle it in a day, and a chargeback takes weeks and costs both of us a fee.

A chargeback raised against a valid invoice may suspend the project while it is resolved, and your data stays where it is throughout. We will always show you what the charge was for.

We may update this policy, and the date at the top says when it last changed. A change applies to charges made after it takes effect, never to one you have already paid. Whatever was in force on the day you were billed is the policy that governs that payment.

Nothing on this page takes away a right you have by law and cannot give up. Where the law gives you more than this policy does, the law is what you get.