Refund Policy – One AI Platform

Effective Date: September 2026

OneConnect.AI is sold as a subscription, and every new customer can try it free before paying anything. Once a period is paid for, it is not refunded. This page says that plainly, and describes the one thing we always put right: a charge that should never have been made.

1. All sales are final

Payments are not refunded. Money paid for a subscription period, a package or an add-on is not returned, in whole or in part. That includes stopping use of the service, moving to a cheaper package, or cancelling before the period you have paid for has ended. What you paid for stays available to you until the end of that period.

2. Try it before you pay

Every new customer gets a free trial period before any payment is taken, so the service can be tested at no cost and with no card. Please use it — that trial is the reason this policy can be as simple as it is.

3. Cancelling

You can cancel at any time from the Subscription page in your portal, or by writing to us. Cancelling stops the next renewal: nothing further is charged and the service keeps working until the end of the period you have already paid for. Cancelling does not return the money for the current period.

4. A charge that should never have been made

This is not a refund of the service — it is the correction of an error, and we always put it right. We return the money in full when:

• the same invoice was charged twice;
• the amount charged is different from the amount on the invoice;
• a renewal was charged after you had already cancelled;
• a payment went through and the package was never activated (see our Service Delivery Policy).

5. How to report an incorrect charge

• Write to info@one-connect.ai from the email address on the account, with the invoice number, the date and the amount.
• We answer every report within 5 working days.
• An approved correction goes back to the same card the payment was made with, in the same currency — card payments on this site are charged in Macedonian denars (MKD). We cannot send it anywhere else; that is a rule of the card schemes.
• We submit it to our bank within 5 working days of approving it. How long it then takes to reach your statement is up to your card issuer, usually 5 to 15 working days.
• Every correction is documented with a credit note, numbered in the same sequence as our invoices, and sent to you by email.

6. Complaints and card disputes

If you disagree with our answer, write to us again and we will look at it a second time. You may also contact your card issuer about a disputed transaction; we will give the bank the invoice, the delivery record and this policy. Please contact us first — an incorrect charge is something we return faster than a dispute would.