Refund & Cancellation Policy

OneHub gives you 30 days free trial before any charge, plus a refund window after each subscription charge. This policy follows the same pattern as TradingView and similar SaaS — fair to both customers and the business.

Refund windows at a glance

1. Free trial — no charge if you cancel

• All new accounts get 30 days free trial of Basic tier.
• You are charged Miễn phí during the trial — no payment collected until trial ends.
• Cancel anytime via Dashboard → Billing → Cancel trial → downgrade to Free at trial end, no charge.
• If you don't cancel, your payment method is auto-charged the full monthly price of Basic on day 31.
• One trial per phone number (no abuse).

2. Monthly subscription — 7-day refund window

If you're charged for a monthly subscription (Start, Basic, Pro, Premium):

• Request a refund within 7 days of the charge date.
• Refund covers the full monthly amount via original payment method.
• Account immediately downgrades to Free after refund processes.
• Outside the 7-day window: cancel = keep paid features until cycle end, then auto-downgrade to Free. No refund for unused days.

3. Yearly subscription — 14-day refund window

If you're charged for a yearly subscription (or yearly auto-renewal):

• Request a refund within 14 days of the charge / auto-renewal date.
• Refund covers the yearly amount minus the value of the current month already consumed.
• Account downgrades to Free at end of current month after refund.
• Outside the 14-day window: cancel = keep paid features until end of 12-month cycle, then auto-downgrade to Free. No refund for unused months.

4. Bought via Google Play / App Store

If you subscribed via Google Play (Android) or Apple App Store (iOS), refunds are processed by Google / Apple — NOT by OneHub:

• Google Play: request refund via Play Store → Order history within 48 hours, or contact Google Support after.
• Apple App Store: request refund via reportaproblem.apple.com.
• OneHub cannot directly issue refunds for App Store / Play Store purchases — please contact the respective store.

Currently OneHub only supports Paddle (web checkout) and VNPay — App Store / Play Store integration is planned for Phase E.

5. How to request a refund

Email billing@onehub.vasbook.com with:

• Phone number on your OneHub account
• Email associated with your account (if added)
• Tier purchased + billing cycle (monthly / yearly)
• Date of charge
• Reason (optional — helps us improve)

We respond within 24 hours. If eligible, refunds processed within 5–10 business days via original payment method.

6. Exceptional refunds (outside standard windows)

We may process refunds case-by-case for:

• Duplicate charge — same subscription billed twice in error.
• Unauthorized charge — payment method used without your consent.
• Service outage — extended downtime beyond SLA (Pro/Premium only) for which we're at fault.
• Wrong tier — billed for tier X when you signed up for Y due to our bug.

7. When refunds are NOT issued

• Outside the 7-day (monthly) / 14-day (yearly) window from charge date.
• One refund per customer (lifetime) — prevents abuse.
• Tier upgrades mid-cycle (Basic → Pro etc.) — change takes effect next cycle, no refund.
• Account suspended for Terms of Service violation (§4 of Terms — spam, fraud, illegal use).
• Enterprise contracts — per individual contract terms.

8. Cancellation (no refund) — keep until cycle end

If you don't request a refund or are outside the window:

• Cancel via Dashboard → Billing → Cancel subscription.
• Paid features stay active until end of current billing cycle.
• At cycle end, account auto-downgrades to Free — no further charges.
• All data (orders, contacts, devices) stays accessible on Free tier (subject to Free limits).

9. Auto-renewal reminder

• We send a reminder email 3 days before yearly renewal (and 1 day before monthly).
• Cancel before renewal date to avoid the next charge.
• Yearly billing: 12 × monthly / 1.1 — 10% discount vs monthly.

10. Failed payments

• Auto-renewal payment fails → we retry 3 times over 7 days.
• Still failed → account downgrades to Free at end of grace period.
• Update payment method anytime via Dashboard → Billing.

11. Disputes & chargebacks

Billing issue? Contact us first at billing@onehub.vasbook.com — we respond within 24h. Filing a chargeback without contacting us may result in permanent account suspension.

12. EU / UK customers

For EU/UK customers, Paddle acts as Merchant of Record. You have additional rights under EU/UK consumer law (14-day cooling-off for digital services unless explicitly waived). See Paddle's Refund Policy.

13. Changes to this policy

Material changes will be posted here with a new "Last updated" date. Changes apply only to charges made after the change date.

14. Contact

Billing: billing@onehub.vasbook.com

General support: support@onehub.vasbook.com

Response time: 24h (Free/Start/Basic), 4h (Pro), 1h (Premium/Enterprise)