Refund Policy

This policy covers charges raised by Onbrief for workspace subscriptions and seats. It does not cover anything you buy from another company through an integration, and it does not cover work your agency bills to its own clients.

A workspace is one agency account. A seat is one person who can sign in to that workspace. A billing period is the month or the year you pay for in advance, depending on the plan you chose. A workspace owner is the person who set the workspace up, or anyone they have since given the owner role to.

Throughout this policy, a credit is an amount applied to a future invoice, and a refund is an amount returned to the card or account the original payment came from. The two are not interchangeable: some situations produce a credit and some produce a refund, and each section says which one it means.

Only a workspace owner can raise a refund request. If the person who set the workspace up has left the agency, another owner has to be appointed first — support cannot transfer ownership on the strength of an email alone.

Every new workspace starts with a fourteen-day trial. No card is charged during the trial, so there is nothing to refund from it. The trial ends on its own; it does not roll into a paid plan unless someone adds a payment method.

If a workspace adds a payment method and is charged for its first billing period, that first invoice can be refunded in full if the request is raised within fourteen days of the charge. The workspace stays open until the end of the period that was paid for, and then closes unless a new payment method is added.

The full-refund window applies once per workspace. A workspace that has already used it is covered by the rest of this policy instead.

An annual plan is paid twelve months in advance, and it carries a discount: a workspace on an annual term pays less than the same workspace would pay invoice by invoice across those same twelve months. The discount is priced against a complete term.

The discount is earned by completing the term. A term that does not run its full twelve months loses the discount on the stretch that has already elapsed, and those months are re-priced at what they would have cost invoice by invoice. The re-pricing is settled first, before anything else about the term is worked out, because it changes what the workspace actually owed for the time it held the product.

Moving off an annual term is a plan change. Ask support to switch the plan and it takes effect when the current term reaches its end. Nothing is charged twice, and the term runs on undisturbed until then.

Two situations produce money back part-way through a billing period, and both are covered here.

Seats removed before the end of a period. If a workspace removes a seat it has already paid for, the unused part of that seat is refundable. Eligibility is not conditional on how the seat was used or on whether the person ever signed in — a paid seat that is removed is a paid seat that was not used for the rest of the period.

A subscription cancelled part-way through a period. If a workspace cancels mid-cycle, the unused part of the current period is refundable for every seat on the workspace.

In both cases:

• the request must be raised by a workspace owner within sixty days of the seat removal or the cancellation date;
• the workspace must have no unpaid invoice outstanding;
• the money is returned as a refund to the original payment method when the workspace is closing, and as a credit on the next invoice when the workspace stays open.

Removing a seat does not itself raise a request. Seats can be removed at any time; the refund is asked for separately, and the sixty-day clock starts on the day the seat came off the workspace.

A workspace owner raises a refund request from the support widget on this help centre, or by replying to any invoice email. Tell us which workspace, which seats or which period, and the date of the change. We do not need an invoice number, though it makes the reply faster.

Requests are reviewed in the order they arrive, usually within two working days. Once a refund is approved, the money leaves Onbrief the same day.

How long it takes to appear depends on the bank, not on us. Card refunds normally show up within five to ten working days, and some banks show them as a reversal of the original charge rather than as a new line. Credits applied to a future invoice appear immediately on the invoice page and are deducted the next time that workspace is billed.

If a refund has not appeared after ten working days, come back to us with the workspace name and the approval date and we will chase it.

• Service already delivered. Time your agency has had the product for, and paid for, is not returned.
• Charges that were never raised. Where no invoice covered a change, there is nothing to give back and no request to make.
• Charges from another company. Anything billed by a service you connected to Onbrief is that company's to refund, under that company's own terms.
• Closure for a breach of the terms of service. Where a workspace is closed for a breach, nothing from the current term is returned.
• Tax already remitted, where your agency's country does not allow us to reclaim it.

Nothing in this section limits a right you have under the law where your agency is registered.