Refund & Cancellation Policy

Cancelling your Subscription

You can cancel your Ontraq Subscription at any time. Cancellation takes effect at the end of the current Billing Period. Until that date, you continue to have access to all paid features you signed up for. No further charges are made after the period ends.

To cancel, sign in and go to Settings → Billing → Manage subscription. This takes you to the Stripe customer portal where you can cancel, switch plans, or update payment details.

If you can't sign in (lost password, locked out), email us at support@ontraq.info from the address on your account.

When refunds apply

Subscription Fees are generally non-refundable and we do not pro-rate refunds for unused portions of a Billing Period. However, the following exceptions apply:

1. Accidental annual purchase or trial conversion

If you accidentally purchased an annual plan (or your free trial converted to an annual plan), contact us within 14 days of the charge and confirm you have not used the Service materially during that period. We will refund the Subscription Fee in full.

2. Material service failure

If the Service materially fails to perform as described and we are unable to remedy the failure within a reasonable time after you notify us, you may be entitled to a refund of fees paid for the affected Billing Period.

3. Australian Consumer Law guarantees

Our Service comes with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For major failures with the Service, you are entitled to:

• cancel your Subscription and receive a refund of the unused portion; or
• receive compensation for the reduced value of the Service.

For non-major failures, you are entitled to have the failure remedied within a reasonable time. If not done, you may be entitled to cancel and receive a refund. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

Nothing in this Policy or the Terms of Service excludes, restricts, or modifies any right or remedy you may have under the ACL that cannot lawfully be excluded.

When refunds do NOT apply

• You change your mind after using the Service materially.
• You cancel mid-period (no pro-rata refund; access continues until period end).
• The Service was unavailable due to causes outside our reasonable control (third-party outages, your internet connection, act of God, etc.) — but see clause 13 of the Terms for our service-quality commitments.
• You failed to follow setup instructions or used the Service contrary to its documentation.
• In-app purchases through Apple or Google, if we offer them in future — those would be subject to the respective platform's refund policies. Subscriptions purchased on our website are covered by this Policy.

How to request a refund

Email support@ontraq.info with the subject line "Refund request" and include:

• The email address on your Ontraq account.
• The date and amount of the charge you're requesting a refund for.
• The reason for the request (referencing the categories above if relevant).

We aim to respond within 5 business days. Approved refunds are processed within 10 business days of approval, back to the original payment method.

Mobile in-app purchases

Ontraq subscriptions are currently purchased only on our website — the mobile apps do not offer in-app purchases, and every subscription charge is covered by this Policy. If we offer subscriptions through the Apple App Store or Google Play in future, refunds for those purchases would be subject to the respective platform's policies and processed through them:

• Apple App Store: reportaproblem.apple.com
• Google Play: Google Play refunds

We would help you navigate those processes, but app-store purchases cannot be refunded by us directly.