Refund Policy

Overview – Postpayment Model and Customer Satisfaction

At onebrella.eu, our billing operates on a postpaid model, which is different from the traditional prepaid subscription approach. This means you are charged after you have used the service, not before . Our philosophy is simple: you pay only if you are satisfied with the Service. We aim to be as transparent as possible with our users about how payments and refunds (or the lack thereof) are handled under this model.

Because we do not take upfront payments for our subscription plans (beyond the free tier), the usual need for refunds is greatly reduced. There is no initial charge when you start using premium features – you can use the Service (including multiple devices or advanced features beyond the free allowance) and evaluate its value first. At the end of the billing cycle (e.g., monthly), a charge is generated for the usage during that period. If for any reason you found the Service unsatisfactory during that period, you have the option to stop using the paid features before the charge is processed, thereby avoiding payment for that period. In other words, if you are not happy, you don’t pay.

This policy outlines how refunds are handled in the rare cases they are needed, and ensures compliance with Paddle.com’s requirements (as our payment reseller) and international consumer protection laws.

No Upfront Charges – How Billing Works

  • Free First, Pay Later: All users can start on the free tier (tracking for one device is free) and only incur charges when adding more devices or premium features. Even when you add a second device, we do not immediately charge your card at that moment. Instead, the usage is noted and will be billed at the end of the billing cycle (postpaid). This gives you flexibility – for example, if you add a device and decide within the first usage period that it’s not useful, you can remove it and effectively not be billed for it. We essentially provide a built-in trial via this postpayment approach.

  • Billing Cycle: Our standard billing cycle is monthly (30 days) unless otherwise specified. At the end of each cycle, if you had any billable usage (e.g., more than one device active, or other paid features used), an invoice will be generated through Paddle for that period’s fees. You will receive an email from Paddle (our payment partner) with the amount due, and Paddle will attempt to charge your saved payment method on our behalf. If you have disabled the paid features or returned to free usage before the cycle ends, the invoice may reflect a reduced amount or no charge at all, depending on how long and how many devices were in use.

  • Review Before Payment: When a charge is about to be made, you can review your usage and the amount. Our system or Paddle’s email should provide a breakdown of what you are being billed for (e.g., “2 devices for April 2025 – \$X”). If you have any questions or disputes about the amount, you should raise them before or as soon as the payment is processed (see below on disputes/refunds). You are not locked into long-term commitments – you essentially go month-to-month and pay after using that month.

No Traditional Refunds (Due to Postpaid Model)

Under a traditional prepaid subscription, a refund policy explains how you can get your money back if you cancel or are dissatisfied. In our case, since no money is charged upfront, there is generally no need for a refund if you are dissatisfied – you can simply choose not to pay for further service. Here’s how that works in practice:

  • If you try our paid features and decide they are not for you, you can downgrade back to the free plan or stop using the Service before the billing date. In that case, you won’t be charged at all for those features. Essentially, by not continuing the paid usage, you avoid the charge, which is functionally equivalent to getting a “refund” in advance (because you never paid).

  • If a charge has already been processed (for example, you used the service for a month and the system already billed you at the end of that month), we generally do not offer refunds for that past period, because the service was already rendered on a postpaid basis. By the time you pay, you have already received the benefit of the service (tracking/IoT features during that period). This is aligned with many digital services where once the service is delivered, refunds are not provided simply for change of mind.

  • Satisfaction Assurance: We stand by the quality of our Service. The postpaid model is itself our way of ensuring customer satisfaction (you don’t pay if you were not satisfied). We encourage you to monitor your experience during each billing cycle and make a decision before the next billing date if you want to continue. If you cancel/downgrade in the middle of a cycle, we will adjust the charges accordingly (pro rata or zero if applicable). For instance, if you remove all extra devices halfway through the month, the system may automatically calculate a reduced fee or none for that partial usage, depending on our proration policy. Details of proration (if any) will be in our FAQs or terms – in general, we try to be fair and may not charge for minor partial periods if you cancel quickly.

  • Because of this assurance, we do not have a standard refund process for dissatisfaction – simply do not continue to the point of payment if unhappy. This approach is intended to give you peace of mind and effectively eliminates the hassle of seeking refunds.

Refunds in Exceptional Cases

While our goal is that refunds won’t be necessary (due to not charging unhappy users), we recognize that exceptions can occur. We comply with applicable consumer protection laws and Paddle’s policies regarding refunds. Here are scenarios where a refund might be considered:

  • Billing Error: If you were charged an incorrect amount (e.g., a software error caused overbilling, or you were charged despite having canceled in time), we will correct that. This could involve crediting your account or issuing a refund via Paddle. Always review your Paddle receipt, and if something looks wrong, contact us or Paddle immediately. We will investigate and if it’s our mistake, you will be refunded/credited in full for any overcharge.

  • Unauthorized Charges: If you see a charge you did not authorize (for instance, fraud or someone used your account without permission), you should contact Paddle’s support or our support. Paddle’s system might also flag and refund fraudulent transactions. We will work with Paddle to ensure any unauthorized charge is refunded, and secure your account to prevent further misuse.

  • Service Outage or Defect: In the unlikely event that a major service outage or technical problem on our side made the Service unavailable or unusable for a significant portion of a paid period, we may proactively apply a credit or refrain from charging for that period. For example, if our service was down for a week in a month, we might waive fees for that month or give you a proportional credit, acknowledging that you didn’t get full service. This isn’t a “refund” per se since you pay after, but effectively a discount or waiver on the upcoming bill.

  • Legal Right of Withdrawal (EU customers): If you are an EU consumer, the law provides a 14-day “cooling-off” period for many purchases. However, please note: digital services that are fully performed before the end of the 14 days, or services that you agreed to start immediately, can be exempt from this right if you consent to waive it. By using onebrella.eu paid features on a postpaid basis, you are effectively consuming the service in real-time. When the bill comes at the end of the month, the service has been delivered. Under EU law, if a service has been fully delivered, the right of withdrawal may no longer apply, especially if you acknowledged this. In our workflow, by continuing to use the service you implicitly agree that we begin providing it immediately and you will lose the right to cancel once fully delivered. That said, if you do wish to exercise a cancellation within the first 14 days of upgrading (and you haven’t heavily used the service), please contact us. For instance, if you upgraded and then changed your mind a few days later, we might cancel your paid plan and not charge you for that period (which is effectively honoring a withdrawal). We handle this on a case-by-case basis with respect to consumer laws.

  • Other Extenuating Circumstances: We understand life happens. If you have a unique situation (for example, you forgot to cancel and were charged but you hadn’t really used the service, or you were unable to cancel due to hospitalization, etc.), reach out to us or Paddle. While we do not guarantee refunds in these cases, we will listen and try to find a fair resolution. Paddle, as the merchant of record, has discretion to issue refunds and will consider customer satisfaction and legal requirements.

Process for Refund Requests: All payments are processed by Paddle.com, our reseller and Merchant of Record. This means any refund, if issued, will be processed by Paddle to your original payment method. If you believe you qualify for a refund under the cases above, you have two ways to request it:

  1. Contact onebrella.eu Support: Reach out to us via email with your order details (Paddle order number, date of charge, and reason for requesting refund). We will review your request and, if we approve it, we will coordinate with Paddle to have the refund issued.

  2. Contact Paddle Customer Support: You can directly contact Paddle (for instance, via their buyer support at paddle.net) and provide your order info. Paddle’s team is authorized to handle returns and refunds and will usually consult us or follow our refund policy guidelines. Paddle’s Refund Policy (as per their buyer terms) generally states that they may grant a refund in cases of fraud, dispute, or at the vendor’s (our) instruction, but will refuse refund requests if there’s evidence of misuse or abuse of the refund process . (For example, repeatedly using the service fully and then claiming dissatisfaction to avoid payment could be considered abuse.)

Please note that refunds (when granted) might take several business days to process back to your payment card or account, depending on your bank or payment provider. Paddle typically processes card refunds in 3-5 business days and PayPal refunds within 48 hours , though the exact timing can vary.

Compatibility with Paddle’s Policies

Our refund approach is designed to be fully compatible with Paddle.com’s requirements as a payment reseller:

  • Paddle, as Merchant of Record, allows vendors to implement their own refund policy as long as it’s communicated to customers. We have communicated that no traditional refunds are offered due to postpayment billing. Paddle’s terms also note that refunds are at their discretion and on a caseby-case basis , which aligns with our stance that only exceptional cases warrant refunds.

  • Disputes and Chargebacks: If you dispute a charge with your bank or initiate a chargeback, Paddle will handle that process. We encourage you to contact us or Paddle first, as chargebacks can be slow and may involve additional fees. We would prefer to resolve your issue amicably via a direct refund if justified, rather than through bank disputes. Paddle might block further transactions on accounts with excessive chargebacks, so it’s better to go through the support route.

  • Customer Service: Paddle provides customer service for billing inquiries, which means if you email Paddle about a charge (or use their self-service portal to manage subscriptions), they will respond and can issue refunds within the bounds of our policy. They have our authorization to handle standard requests (like mistaken double charges, etc.). However, Paddle will usually not grant a refund just because you ask, unless it falls under valid reasons, especially because we explicitly mark our sales as “no refunds” due to the try-before-pay structure. They refer back to us if uncertain. So, don’t be surprised if Paddle’s support asks you to confirm the situation with us – it’s part of the coordination.

Cancellation vs. Refund

With our model, cancellation is the primary means for a user to avoid unwanted charges. Here is a clarification:

  • Cancelling a Paid Feature/Plan: You can cancel your paid plan or remove extra devices at any time through your account settings or by contacting support. If you cancel in the middle of a billing cycle, we will either not charge you at all for that cycle (if usage was minimal or within a grace period) or will charge a prorated amount if applicable. After cancellation, your account reverts to the free plan (one device) or is closed if you choose to fully delete it. Cancellation ensures no future charges occur, but it is not a refund of past usage.

  • No Recurring Pre-Charges: Because we don’t charge upfront, there’s no need to “cancel to avoid renewal” in the way of typical subscriptions that auto-renew; instead, just decide each cycle if you want to continue. If you do nothing and keep using multiple devices, the cycle will produce a charge. If you drop to one device, the next cycle will not produce a charge (or Paddle might show a \$0 invoice or no invoice at all for that period).

  • Refund after Payment: If you forgot to cancel and a payment went through, you can still cancel going forward to stop future charges. For the charge that happened, refer to the refund exceptions above. If it qualifies (e.g., clear mistake or very recent and minimal use), we’ll handle it. Otherwise, we treat it as a valid charge for services rendered.

Final Notes

  • Transparency: We strive to be transparent about our no-refund policy upfront to prevent misunderstandings. This Refund Policy is posted on our website and referenced in the checkout process. By using our Service and especially by completing a payment, you acknowledge that you understand and agree to this approach.

  • Consumer Rights: Nothing in this policy is intended to limit any legal rights you have as a consumer. We believe our model is pro-consumer by not taking your money until you’ve seen value. In jurisdictions with strong consumer protection (EU, UK, etc.), we comply with those laws in spirit and letter. For example, if legally a user is entitled to a refund or to cancel a service contract, we will honor that even if it’s outside our general policy. We have written this policy to align with law, but if there’s any conflict, applicable law prevails.

  • Paddle Buyer Terms Reference: For additional information, you can refer to Paddle’s Checkout Buyer Terms and Conditions which outline Paddle’s approach to returns and disputes. By making a purchase via Paddle, you are also agreeing to those terms.

  • Contact for Billing Questions: If you have any questions about a charge, want to dispute an amount, or need clarification on this policy, please reach out. You can contact Paddle support directly through their website for payment issues. You can also contact onebrella.eu support at vialatm2@gmail.com. We will assist in clarifying usage charges and, if applicable, guiding you through any refund process with Paddle. Our goal is your satisfaction and fairness.

In summary, onebrella.eu does not generally provide refunds because our users are never forced to pay in advance – you only pay after confirming the service meets your needs. This model puts you in control and minimizes financial risk. We believe this approach is the most honest and user-friendly. Thank you for choosing onebrella.eu, and we appreciate your understanding of our billing and refund policy. If you ever feel this policy doesn’t address a specific concern, let us know and we’ll do our best to help within the framework provided.