We want you to feel good about paying for Onneta. This page explains when refunds are available and how to request one. Refunds are processed by our reseller of record, Paddle, and credited back to the original payment method.
If you cancel within 14 days of your first payment on a new plan and you are unsatisfied for any reason, email billing@onneta.com from your registered address with the subject line Refund request. We will process a full refund within 5 business days.
You can cancel any time from your account settings; access continues through the end of the billing period and you are not charged again. Pro-rated refunds are not offered for partial months.
If you paid annually and wish to cancel after 14 days, we will refund the unused months at the monthly rate (e.g. used 4 of 12 months → refund 8 months × $29 = $232).
Credit packs are refundable for the unused portion within 30 days of purchase. If you bought a $25 pack and consumed $7 of compute, we refund $18 on request. After 30 days, unused credits remain in your wallet but are no longer eligible for refund.
Credits already consumed by AI turns are non-refundable regardless of whether you were satisfied with the AI output. We provide an "Escalate" button on every turn so you can re-run on a higher tier; we recommend using that before deciding the credit was wasted.
If your Pro-tier workspace experiences less than the targeted 99.5% monthly uptime due to our infrastructure (excluding scheduled maintenance, third-party dependencies you connected, or your own code's bugs), you may request a service credit equal to the percentage shortfall × that month's subscription fee. Email billing@onneta.com with the affected dates within 30 days of the incident.
Please email us before initiating a chargeback — we are very fast to issue legitimate refunds, and chargebacks cost both of us money. Accounts that initiate a chargeback without prior contact may have their workspaces suspended.
If you see a charge from "PADDLE.NET* ONNETA" you don't recognise, email billing@onneta.com immediately. We will investigate within 1 business day and refund unauthorised charges in full.
Refund request.seaside-ceramics-studio) and the date/amount of the charge.We respond within one business day and process eligible refunds within 5 business days. Paddle takes 5–10 additional business days to credit your original payment method.
Billing questions: billing@onneta.com.