Refund Policy

Maintained in English as the working text published on ownadesk.com.

Capitalised words not defined here carry the meanings that the Terms & Conditions assign to them. Unless a separately signed enterprise agreement lays down different refund arrangements in writing, this document governs.

Submitting a request

A refund starts with a written request carrying full payment context. Reach us through the contact form on the Website or by email at support@ownadesk.com, stating the account email, the organisation, the invoice or payment references, the charge date, the grounds for the request, and any supporting material. Where checking the request or the surrounding facts calls for it, we may ask reasonable follow-up questions.

Trial periods

An unpaid trial leaves nothing to give back. During the trial itself no subscription fee is taken, so a refund only becomes conceivable once a paid conversion or paid renewal has actually gone through. How long the trial runs, what usage it allows, and who qualifies are matters we set, and we may change or withdraw the trial offer at any moment.

Monthly subscriptions

The latest monthly charge can come back in full when four conditions line up. First, the request lands with us within seven (7) calendar days of that charge. Second, it concerns only the most recently paid monthly period — earlier months are out of scope. Third, after the charge the account has not put the paid Services to material use, meaning nothing beyond ordinary evaluation-level activity and no substantive consumption of the paid benefits. Fourth, the picture shows no abuse — no pattern of brief usage bursts followed by refund demands, and no breach of the Terms & Conditions.

What counts as material use

By way of illustration, material use covers running live customer dialogue through the platform on a sustained basis, switching production automations on, ingesting knowledge sources at scale, leaning heavily on paid integrations, and any other substantial consumption of paid-only capability after the charge went through. The assessment is made reasonably and in good faith, on the account’s activity record and the facts presented.

When the fault is ours

Where a confirmed technical failure on our side materially blocked access to the Services, or demonstrably caused damage over the relevant stretch, the case gets an individual review: a refund, a credit, or another remedy may follow even though the standard conditions above were not all satisfied. Whatever remedies mandatory law grants stay intact regardless.

Annual subscriptions

Where an annual plan is offered and bought, its unused remainder can be partially refunded. The parameters below frame every such request.

Computing the amount

Once a partial annual refund is approved, the sum is derived by taking what was paid for the annual plan and subtracting the value of the consumed portion; discounts stay out of the refundable value unless the law dictates otherwise. Credits or refunds already issued against the same annual period come off the total as well.

Bespoke enterprise arrangements

A negotiated contract displaces this policy wherever the two diverge. If your purchase runs under an enterprise agreement negotiated for you, under a master services agreement, an order form, or a reseller contract, then whatever that written document says on refunds, credits, cancellation, and termination takes precedence, and this policy yields wherever the two disagree.

Where the money goes back

Approved sums normally travel back the way they came, in the same currency. Where routing to the original payment method or billing currency proves impracticable, we may use a reasonable alternative channel or a currency equivalent taken at the exchange rate of the refund date.

Charges levied by your own bank, card network, or payment intermediary — including foreign-exchange effects and similar costs of processing the refund — are not ours to bear.

What is never refunded

Certain positions sit outside any refund by default. Sums attributable to periods already consumed stay with us except where mandatory law says otherwise. One-off service fees — professional services, onboarding, implementation, consulting, training and the like — return only where a written statement expressly provides for it. Charges for outside products or services bought elsewhere than from us — via resellers, marketplaces, or integrations — are out of reach, as are taxes, duties, and regulatory charges we cannot recover from the relevant authority. Amounts caught up in chargebacks, fraud investigations, sanctions screening, or other payment disputes stay frozen until the matter is closed.

Fair-use limits on refunds

Refunds exist for honest cases, and goodwill is extended once. A request may be declined where we reasonably conclude it is abusive, fraudulent, repetitive, out of step with this policy, or entangled with a breach of the Terms & Conditions. Unless the law requires more, or we approve more in writing, an account can count on a single goodwill refund for substantially similar circumstances.

Chargebacks and payment disputes

Talk to us before involving your bank. Give us the chance to review the matter before a chargeback or payment dispute is opened with your bank or payment provider. A chargeback raised in bad faith, or contrary to this policy, can lead to suspension or termination of your access to the Services and to recovery of our reasonable costs so far as the law allows.

Amendments to this policy

Revisions bind future purchases, not past ones. An updated version appears on the Website and applies to purchases made from its stated effective date onward, unless mandatory law imposes a different approach.