Refund & Cancellation Policy

1. About this policy

This Refund and Cancellation Policy explains how billing, cancellation and refunds work for subscriptions to ONbackup, our Meraki network-configuration backup platform provided by Onnen Solutions Ltd ("Onnen", "we", "us" or "our"). It forms part of, and should be read alongside, our Terms and Conditions. Where this policy and the Terms differ on refunds, this policy applies.

ONbackup is a business-to-business service. Our subscriptions are sold to organisations rather than consumers.

2. Payments and our payment processor

Our payments are handled by Stripe (Stripe Payments UK Ltd and its affiliates), our payment processor. Your subscription is bought directly from us; Stripe only processes the payment on our behalf. Refunds are reviewed and approved by us and paid out by Stripe to your original payment method.

3. Billing

• All plans are billed annually and in advance for the plan you select.
• Prices are shown in GBP. We are not currently VAT registered, so no VAT is added. Where applicable, VAT or other sales tax will be calculated and added at checkout.
• Subscriptions renew automatically for successive twelve-month terms unless cancelled (see Section 6).

4. Refunds within 30 days

You may request a refund within 30 days of the start of an annual term where the Service materially fails to work as described. This 30-day period applies both to your first subscription to a plan and to each subsequent annual renewal, measured from the renewal date.

Refunds are not given for a change of mind, a change in your requirements or circumstances, or where the fees for the term have been substantially used. We review each request on its merits and, where it is valid, refund the fee paid for that term in full and end your access to the Service.

5. After the 30-day period

Once the 30-day period for a term has passed, the fee for that annual term is non-refundable, whether or not the Service is used for the remainder of the term. We do not provide pro-rata refunds for the unused part of a term, except where a refund is required by law or expressly agreed by us in writing.

6. Cancellation and auto-renewal

You can cancel at any time. To stop your next automatic renewal, cancel at least 30 days before your current term ends. Cancelling stops future charges; it does not by itself refund the current term (see Sections 4 and 5). You keep access until the end of the term you have paid for.

7. How to request a refund or cancel

To request a refund or cancel your subscription, contact us at support@onbackup.co.uk with your account details and, where relevant, your Stripe receipt reference. We aim to acknowledge requests within one working day.

8. How refunds are made

Approved refunds are processed via Stripe to your original payment method. Once approved, refunds are typically issued within a few days, though the time for the funds to appear depends on your bank or card provider and is usually within 5 to 10 business days.

9. Complaints, service issues and your legal rights

If you believe the Service is faulty or not as described, please contact us so we can investigate and put things right. Nothing in this policy limits any rights you may have under applicable law, or any warranty or service-level commitment in our Terms and Conditions or an applicable Order.

If you wish to complain about a payment, a refund decision or the Service, email us at support@onbackup.co.uk marking your message "Complaint". We aim to acknowledge complaints within one working day and to resolve them as quickly as we can. As ONbackup is sold to businesses rather than consumers, any dispute we cannot resolve between us is handled under the governing law and jurisdiction set out in our Terms and Conditions.

10. Changes to this policy

We may update this policy from time to time. The "Last updated" date above shows when it was last revised. The version in force at the time of your purchase or renewal applies to that term.

11. Contact us

Onnen Solutions Ltd

71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Email: support@onbackup.co.uk