Refund and Billing Policy

This policy applies to OnePlanner (B2B) subscriptions and is incorporated by reference into our Terms of Service.

Effective Date: July 29, 2026

1. Billing Model

OnePlanner is billed to the Firm on a per-seat (per-Planner) basis, on either a monthly or annual billing cycle as selected by the Firm. Each Planner seat is billed according to the Firm's configured billing mode:

• Self-paid — the individual Planner is billed directly for their own seat.
• Firm-paid — the Firm is billed for the Planner's seat, at the plan's base price for the selected billing cycle (monthly or annual), less any Firm-level volume discount applicable to the Firm's total paid seat count (see Section 4).
• Sponsored — the seat is provided at no charge to the Planner or Firm.

2. No Refunds Once a Billing Period Is Paid

Once payment for a monthly or annual billing period has been successfully processed, that payment is final and non-refundable, regardless of the extent to which the Service was used during that period. This applies whether the Firm cancels the subscription mid-cycle, removes a Planner seat mid-cycle, or reduces usage for any reason.

In each case, access continues (for the Firm, or for the affected Planner seat) through the end of the already-paid billing period, and the subscription then does not renew or is adjusted from the next billing cycle onward. We do not prorate refunds for partial months or partial years.

3. Seat Changes

On a monthly billing cycle:

• Adding a seat mid-cycle: the new seat is billed from the next billing cycle, with no mid-cycle proration, for consistency with the no-refund principle in Section 2.
• Removing a seat mid-cycle: takes effect at the end of the current paid billing period; no partial-period refund is issued for the removed seat.

On an annual billing cycle:

• Adding a seat mid-term: the new seat is billed immediately, prorated for the remainder of the current annual term, so the new seat's renewal date aligns with the Firm's existing annual term.
• Removing a seat mid-term: takes effect at the end of the current paid annual term; no partial-term refund is issued for the removed seat, consistent with Section 2.

4. Discounts

Firm-level volume discounts are applied to the then-current billing period only, per the rules in Section 1. Discounts do not create a right to a refund of amounts already paid before a discount was applied or changed.

Volume-based discount tiers are determined by the Firm's total paid seat count across all plans combined (e.g. Starter and Pro seats together), not per plan.

5. Billing Errors

If you believe you were charged in error (e.g. duplicate charge, incorrect amount not matching your agreed pricing), contact support@oneplannerapp.com within 30 days of the charge. We will investigate and correct genuine billing errors — this is distinct from, and not a waiver of, the no-refund policy in Section 2, which applies to correctly processed charges for service already rendered.

6. Exceptions

We may, at our sole discretion, make an exception to this policy (for example, in the case of a documented, sustained Service outage substantially affecting the Firm's ability to use the platform). Any such exception is discretionary and does not create a precedent or ongoing entitlement.

Nothing in this policy limits any statutory right you may have under the Consumer Protection Act 1999 or other applicable Malaysian law that cannot be excluded by agreement. The Consumer Protection Act 1999 generally does not apply to B2B transactions where the Firm is not a "consumer" acting outside its trade or business, but this line is kept for the avoidance of doubt and should be reviewed by counsel.

7. How Payment Is Collected

Subscription payments are processed through Curlec, our payment gateway partner for Malaysia, supporting FPX bank transfers and card payments. A charge is considered "successfully processed" for the purposes of Section 2 once Curlec confirms the payment (e.g. via webhook), not merely once a charge is initiated.

8. Contact

Billing questions: support@oneplannerapp.com