1. One-time digital products
Products such as the ONI Authority Auditor and one-time ONI Content Engine purchases are delivered digitally and instantly upon successful payment. Due to the intangible, immediately-accessible nature of these products, all sales are final once the report or content has been delivered or accessed.
We do not offer refunds based on dissatisfaction with the score, recommendations, or content generated, as these outputs are personalised based on the information you provided at the time of purchase.
2. Technical non-delivery
If a technical fault on our end prevents you from accessing your purchased product after a successful payment, you are entitled to a full refund. To qualify:
- The issue must be reported within 48 hours of purchase.
- Contact us at contact@oni.co.za with your order details and a description of the problem.
- We will first attempt to resolve the issue and deliver your product. If we are unable to do so, a full refund will be processed within 7 business days to your original payment method.
3. Subscription services
For subscription-based services, such as recurring ONI Content Engine plans:
- You may cancel your subscription at any time through your account settings or by emailing us.
- Cancellations take effect at the end of the current paid billing period — you retain full access until that date.
- No partial refunds are issued for unused days within an already-paid billing period.
- You will not be charged for any subsequent billing cycles once cancellation is confirmed.
4. Coaching and BDaaS packages
For custom coaching engagements or BDaaS retainer arrangements:
- Cancellations must be submitted in writing at least 5 business days before the next billing date.
- Work already delivered or sessions already conducted are non-refundable.
- If ONI is unable to fulfil a committed deliverable, a pro-rated refund for the unfulfilled portion will be issued within 7 business days.
5. Newsletter
The ONI Insider newsletter is free to join. You may unsubscribe at any time using the link at the bottom of any email, with no fees or obligations involved.
6. Chargebacks
We encourage customers to contact us directly before initiating a chargeback with their bank or card provider — most issues can be resolved faster this way. Unjustified chargebacks may result in permanent suspension of access to ONI services. We are committed to resolving genuine disputes quickly and fairly.
7. How to request a refund
To request a refund or cancel a subscription, email contact@oni.co.za with the following:
- Your full name and the email address used at checkout.
- The product or service purchased.
- Date of purchase and Paystack transaction reference (if available).
- A brief description of the issue.
We aim to respond to all refund and cancellation requests within 2 business days.