Refund and Cancellation Policy

What you are buying

A One360 subscription is a yearly licence to use the One360 service for one company. It is billed once a year, in advance, and it renews on the same date each year until you cancel it. Nothing is shipped; access begins as soon as the payment succeeds.

Cancelling

You can cancel at any time, from Billing inside your account. Cancelling stops the next renewal. Your subscription then keeps running until the end of the year you have already paid for, and your data stays available to you for that whole period — cancelling does not cut you off on the day you press the button.

You do not need to ask us or explain why, and there is no cancellation fee.

Refunds

Within 14 days of your first payment

If One360 is not what you expected, write to us within 14 days of your first payment and we will refund it in full. We will ask what went wrong, because we would rather fix it, but the refund does not depend on your answer.

If the service does not work

If One360 is unavailable or a core part of it is broken for more than 72 consecutive hours through a fault of ours, and that stops you using it, tell us and we will refund the affected part of your year pro rata, or extend your subscription by the same period — your choice.

If you were charged twice

A duplicate charge is refunded in full as soon as we can see it, whether or not you noticed it first.

After 14 days

Beyond the first 14 days we do not refund the remainder of a year that has already started, because the plan is an annual commitment and the cost of processing and storing a year of 360° footage is incurred up front. You keep access for the full period you paid for. If something unusual has happened, write to us anyway — this paragraph is a rule, not a wall.

Renewals

We email you before each yearly renewal so a charge never arrives as a surprise. If a renewal is charged after you cancelled, or you were not warned, that is our mistake and we refund it.

How a refund reaches you

Refunds go back to the card or account that paid, never anywhere else. We issue them within 5 business days of agreeing to one. How long it then takes to appear on your statement is up to your bank, and is usually 5 to 10 business days.

Where a payment was converted into your local currency at checkout, the refund is made at the same exchange rate as the original payment, so you get back what you actually paid.

Asking for a refund

Write to support@one360.org or use the contact form, from the email address on the account, and say which company the subscription is for. You do not need an invoice number, though it helps. We reply within one business day.

If you are unhappy with how we handled it, please write to us again before asking your bank to reverse the charge — a chargeback takes months and we can usually settle it in a day.