Refund Policy

This Refund Policy explains when we refund purchases made on Onlyoss. It forms part of our Terms and Conditions, and should be read alongside our Pricing page.

1. What there is to refund

Creating an account on Onlyoss is free. Everything that is charged for is sold by us, directly, and never by one member to another: there is no account credit, no wallet, no per-item purchase, no tip and no payment between members. There are two kinds of purchase, and this policy treats them separately:

• Member purchases: the athlete membership, $12 a year for those who join by 29 November 2026 and $66 a year after that, which makes an athlete's profile public. Sections 2 to 4 apply to it.
• Prepaid years: extra years of the athlete membership paid ahead at the early price of $12 a year, sold until 29 November 2026. Section 4a applies to them instead of sections 2 to 4.
• Gifts: a year of the athlete membership bought for somebody else. Section 4b applies to them instead of sections 2 to 4.
• Academy purchases: the three plans for schools, Starter, Grow and Pro, paid monthly or yearly, and the ad sign-up page a school can add. These are bought by a school for its business, and section 5 applies to them.
• Coach purchases: the Coach plan, paid monthly or yearly, for a coach who teaches without a school. It is bought by the coach for their coaching business, and section 5a applies to it: a 7-day money-back on the first payment, then no refunds except the one section 5a names.

Sections 6 onwards apply to both.

How much we refund. Refunds are the amount paid minus the payment processor's fee (Polar: 5% + $0.50). Where Polar reports the actual fee it charged on that payment, that fee is used instead. A refund is never less than $0. Polar does not return its fee when a payment is refunded. Where a rule below refunds part of a payment, the fee on the whole payment is taken off that part. Within the EU and UK 14-day right of withdrawal, a consumer gets the whole payment back, the fee included, as the law requires. A payment taken by our mistake (for example a double charge, a charge after cancelling, a purchase we refuse or that was made twice, or an athlete renewal charged while a school's plan already covers the athlete) is refunded in full: nothing is kept back. Wherever the fault is ours (section 6), we bear the payment processor's fee ourselves.

2. Cooling off: the first 14 days

If you are in the EU or the UK, you have a statutory right to withdraw from a purchase of digital services within 14 days. We apply the same 14 days to every member plan, wherever you are. (Academy purchases are made by a business rather than a consumer, and follow section 5 instead.)

If you cancel a new subscription within 14 days of the first charge, we refund it, minus the payment processor's fee (section 1), to your original payment method. If you are a consumer in the EU or the UK, this is your right of withdrawal, and we refund the whole payment, the fee included, as the law requires. Ask us at support@onlyoss.com — cancelling in your settings stops the renewal but does not by itself trigger the refund.

This applies to a first subscription, and to the first charge after an upgrade to a more expensive plan. It is not a monthly right: it does not apply to renewals, which section 3 covers.

3. Renewals

Subscriptions renew automatically. You can cancel at any time from your account settings; cancelling stops the next renewal and you keep the plan until the end of the period you have already paid for.

We do not routinely refund a renewal you forgot to cancel. But if you contact us promptly after an unwanted renewal and have not made real use of the paid features in that period, we will normally refund it as a gesture of goodwill. Tell us and we will look at it.

4. Part-used periods

If you cancel in the middle of a period, we do not refund the remainder of it — you keep the plan until the period ends, which is what you paid for. Nothing is deleted when it ends: your profile, your verified rank, your competition record and your page are kept. Once athlete memberships open, a profile without a current membership is hidden from the public until it is renewed.

4a. Prepaid years

While the early price is on sale (until 29 November 2026), a member can pay ahead for up to four extra years of the athlete membership at $12 a year. The extra years start when the membership you already have ends, or on the day you pay if you have none.

• Within 14 days, before they start. If you ask within 14 days of buying and the extra years have not started yet, we refund them, minus the payment processor's fee (section 1; in full for a consumer in the EU or the UK, section 2).
• After that, prepaid years are not refundable: they are sold at a promotional price.
• If a refund is ever made after that, the years already used are counted at the price in force when they were used: $12 a year while the early price is on sale, and the full $66 a year after the price rise (after 29 November 2026). After the price rise, a refund is therefore normally $0.

You confirm that you have read this before you pay.

4b. Gifts

Gifts are final. Once you pay, the gift link goes out straight away, or on the day you chose, so a gift can't be refunded or cancelled, even before that day. Before you pay, you confirm that you want it sent that way and that you understand this.

If something goes wrong on our side (you were charged twice, or the gift can't be used), we'll put it right.

5. Plans for schools

The Starter, Grow and Pro plans and the ad sign-up page are sold to schools, which buy them for their business. Paid by card, they are sold through Polar Software, Inc. ("Polar"), our merchant of record and authorised reseller (section 10); anything we invoice directly is paid to us. Either way, the 14-day period in section 2 does not apply to them. These rules do:

• Paying monthly. You can stop whenever you want: cancel from the Polar customer portal (the link is in every Polar receipt), or ask us and we cancel it for you. The service runs to the end of the month you have paid for, and a month that has already started is not refunded.
• Paying for a year. A year costs less than twelve months, and that saving is for a year used. If you stop early, we refund what you paid for the year less every month already started, each charged at your plan's monthly price. If that leaves nothing, nothing is refunded, and nothing more is owed.

When we refund an academy purchase under this section, the payment processor's fee on that payment is taken off what is refunded (section 1).

Section 6 applies to academy purchases too: where the fault is ours, we put it right whatever the timing.

5a. The Coach plan: 7-day money-back on your first payment

The Coach plan is bought by a coach for their coaching business, so the 14-day period in section 2 and the rules in section 5 do not apply to it. These rules do:

• 7-day money-back on your first payment. If the Coach plan is not for you, ask us within 7 days of your first Coach plan payment and we refund that payment minus the payment fee our payment provider Polar keeps, whether you paid monthly or yearly, at the founding or the regular price. Polar keeps 5% + $0.50 of every payment and does not return it when a payment is refunded, so we refund the rest: on a $19 payment, $17.55 comes back. It is once per coach: it covers your first Coach plan payment only, not a renewal, a later subscription or another account.
• After that, no refunds, with one exception. Later Coach plan payments are not refunded, except the unused days of a month, refunded automatically when a founding coach switches from monthly to yearly. You can cancel at any time, from the Polar customer portal (the link is in every Polar receipt) or by asking us; nothing more is charged, and you keep the plan and your coaching page until the end of the period you have paid for.
• If you start with a free trial. When the page you buy from offers a free trial of the Coach plan and you start with it, the trial takes the place of the money-back: cancel during the trial and you pay nothing, but your first payment after the trial is not refunded.

Section 6 applies to the Coach plan too: where the fault is ours, we put it right whatever the timing.

6. When we refund, whatever the timing

We will put things right where the fault is ours. Contact us and we will refund or credit you where:

• you were charged twice, or charged an amount you did not authorise;
• you were charged after cancelling;
• you were charged for a plan you never received, or a feature you paid for was withdrawn during a period you had already paid for;
• a technical fault on our side prevented access for a meaningful period and we could not fix it.

The payment processor's fee in these cases. A payment taken by our mistake (a charge in the first two cases above, a purchase we refuse or that was made twice, or an athlete renewal charged while a school's plan already covers the athlete) is refunded in full: nothing is kept back. Wherever the fault is ours (every case in this section), we bear the payment processor's fee ourselves.

7. Your statutory rights

Nothing in this policy limits rights you have under the consumer law of your own country. Section 2 gives effect to the EU and UK 14-day right of withdrawal for digital services, and does not replace any broader right you may have.

8. How to ask for a refund

Email support@onlyoss.com from the address on your account, telling us:

• your account username;
• the date and amount of the charge;
• what went wrong.

We aim to respond within 5 business days. Approved refunds are returned to your original payment method and typically appear within 5 to 10 business days, depending on your bank.

9. Please contact us before your bank

If something looks wrong, tell us first. We can usually resolve it faster than a chargeback, and a chargeback raised without contacting us may lead to your account being suspended while the dispute runs.

10. Payments and our payment provider

The athlete membership, once memberships open, will be paid through a payment provider acting as merchant of record for it. Its terms will apply to the payment alongside this policy, and refunds of it will be issued through it. Where its policy gives you broader rights than this one, its policy applies.

Academy purchases paid by card are sold through Polar Software, Inc. ("Polar"), which acts as our merchant of record and authorised reseller. Polar takes the payment, charges and pays any sales tax or VAT, sends your receipt, and issues any refund of a card payment to the card it was paid with. Polar's buyer terms apply to the payment alongside this policy. Ask us for a refund at the address in section 8 and we arrange it with Polar under the rules above; where Polar's policy gives you broader rights than this one, its policy applies. An academy purchase we invoiced directly is refunded by us to the account or method it was paid from.

The Coach plan is sold and refunded through Polar in the same way.

11. Abuse of this policy

This policy exists to be fair, not to be farmed. Where we see a pattern of subscribing, using the paid features, and asking for a refund, we may decline further requests and close the account.

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