Refund Policy

1. Scope

This Refund Policy applies to paid OSO licences and subscriptions purchased directly through One Step Order or its authorized commerce and licensing provider, such as Freemius or an equivalent provider.

The Free edition has no purchase price and is therefore not eligible for a monetary refund. Separately priced custom services, if introduced, may be governed by the written terms accepted for those services.

2. Request period

A request concerning a first purchase of Branding or Scale must normally be submitted within fourteen days after the original transaction. Submitting a request within fourteen days does not guarantee approval; it only allows the request to be evaluated under this policy.

Requests made after this period will normally be denied unless mandatory law requires otherwise or the payment resulted from a duplicate charge or confirmed billing error.

3. When a refund may be considered

A refund may be considered only when a major technical problem:

• prevents use of a paid feature clearly advertised as included in the purchased edition;
• can be reliably reproduced;
• is directly caused by OSO rather than the customer’s environment or a third party;
• is reported with the information reasonably required for diagnosis; and
• cannot be corrected or reasonably worked around by One Step Order within a reasonable period.

All requirements above must normally be satisfied. One Step Order may approve or refuse a request after reviewing the evidence, the product description and the support history.

4. Technical support comes first

A technical issue does not automatically create a right to a refund. Before deciding a request, we may ask the customer to install an update, correct a setting, disable a conflicting extension for testing, provide system information, reproduce the issue or follow other reasonable troubleshooting steps.

If One Step Order provides a correction, configuration, update or reasonable workaround that restores the advertised functionality, the refund request will normally be refused.

Failure to cooperate with a reasonable diagnosis may result in the request being denied.

5. Unlisted or misunderstood features

A refund will not be granted because a customer expected a feature that was not advertised on the One Step Order website, Pricing page, Features page, edition comparison or documentation, and was not confirmed in writing by One Step Order before purchase.

Customers are responsible for reviewing the applicable plan and product information before purchasing. Requests based on assumptions, future feature expectations or functionality offered by a different product will normally be refused.

6. The Free edition

The Free edition is provided to help customers evaluate OSO’s general approach, WooCommerce integration, direct order flow and compatibility with their environment before purchasing a paid edition.

Not testing the Free edition does not create an automatic right to a refund. Differences between Free, Branding and Scale are described on the Pricing and Features pages, and customers should review them before upgrading.

7. Non-refundable situations

Refunds will normally be refused for:

• a change of mind, accidental purchase or failure to use the product;
• a feature or service that One Step Order did not advertise;
• failure to read the plan comparison, documentation or system requirements;
• incorrect installation or configuration;
• refusal to follow reasonable support or diagnostic instructions;
• problems caused by a theme, another plugin, custom code, hosting, caching, security rules or a third-party service;
• use of unsupported or outdated versions of WordPress, WooCommerce, PHP or related software;
• licence suspension resulting from non-payment, abuse or violation of the Terms of Service;
• dissatisfaction with sales, conversion, revenue or other business results; or
• a previous refund for the same customer, website or substantially similar circumstances.

8. Compatibility

We aim to support the environments identified in our documentation, but cannot guarantee compatibility with every theme, plugin, customization, server or third-party service. A conflict caused outside OSO is not normally refundable.

If evidence shows that OSO itself cannot provide an advertised paid feature in an otherwise supported environment, we will first attempt to resolve the issue and may then consider a refund under Section 3.

9. Renewals and cancellations

Paid subscriptions may renew automatically as disclosed at checkout. Customers are responsible for cancelling before the renewal date if they do not wish to continue.

Cancellation stops future renewals but does not normally refund a renewal or billing period that has already started. Renewal payments are generally non-refundable, except for duplicate payments, verified billing errors or rights that cannot legally be excluded.

10. How to request a review

Send the request to [email protected] and include:

• the email address used for the purchase;
• the order or transaction number;
• the website and OSO edition concerned;
• a clear description of the problem and expected behaviour;
• steps that reproduce the issue; and
• relevant screenshots, logs or system information that do not unnecessarily expose customer personal data.

We aim to acknowledge a complete request within three to five business days. More time may be required for technical investigation.

11. Approved refunds

If a refund is approved, it will normally be returned through Freemius or the applicable payment provider to the original payment method. Banks and payment providers may require approximately five to ten business days, or longer, to display the credit.

After a refund, the related paid licence may be deactivated and access to paid downloads, updates and priority support will end. The customer may continue using the Free edition if it remains available and the customer complies with the Terms of Service.

12. Mandatory consumer rights

Nothing in this Refund Policy limits any mandatory consumer right that cannot legally be excluded under applicable law. Where such a law provides a different remedy or withdrawal right, the mandatory requirement will apply to the extent required.

13. Changes to this policy

We may update this Refund Policy as OSO, our payment providers or legal obligations change. The revised policy will be published on this page with an updated date. The policy applicable to a transaction will be interpreted together with any mandatory law and the purchase terms presented at checkout.

14. Contact