1. At a glance

The free trial costs nothing and needs no card, so there is nothing to cancel or refund — it simply ends.
Cancel any time in Settings → Billing. You keep access until the end of the period you have paid for, and you are not charged again.
Payments for subscriptions, add-ons and top-ups are generally non-refundable, and we do not refund partial periods, unused allowances or downgrades.
We always refund our mistakes — duplicate charges, charges after a cancellation took effect, or wrong amounts.
Damaged, faulty or missing store items are replaced or refunded if you tell us within 7 days of delivery.

This policy forms part of our Terms of Service and should be read with the Payment Policy. Nothing in it limits any right you have under the law that cannot be excluded by contract.

2. Free trial

The 14-day trial takes no payment details and is never converted into a paid subscription automatically. When it ends, paid features stop unless you subscribe. As nothing is charged, there is nothing to cancel or refund.

3. Cancelling a subscription

Cancel at any time in Settings → Billing. You don’t need to contact us or give a reason.
Cancellation takes effect at the end of your current billing period. Until then you keep full access to your plan; after it, the account moves to the free tier and you are not charged again.
Changed your mind? You can resume a cancelled subscription from the same page any time before the period ends.
To avoid a renewal charge, cancel before the renewal date shown in Settings → Billing. Renewals are charged on that date.
Cancelling does not delete your data. To remove your data as well, delete your account in Settings → Profile.

Monthly and annual plans

Cancelling a monthly or an annual plan works the same way: access continues to the end of the paid period and no further charges are made. We do not refund the unused months of an annual plan when you cancel part-way through.

Deleting your account

Deleting your account cancels your subscription and any add-ons immediately and permanently removes your data. Paid time remaining on the subscription, and any unused top-up balance, are forfeited and not refunded — so cancel first and use what you have paid for if you want to.

4. When we refund

We will refund the amount affected, in full, in these cases:

Duplicate charge — you were charged twice for the same purchase.
Charge after cancellation — you were charged for a renewal after your cancellation had taken effect, or after you removed your card.
Wrong amount or currency — you were charged more than the price shown at checkout, or in a currency you did not choose, because of an error on our side.
Auto-reload error — an auto-reload purchase was made after you had switched auto-reload off, or above your monthly cap.
Unauthorised charge — a payment was made on your account without your authority and you report it promptly; we may ask for information to investigate.
We discontinue the Service or a plan, or remove a material feature from a plan you prepaid for — we refund the unused part of the prepaid period.
We terminate your account without cause — we refund the unused part of any prepaid period.
The law requires it.

If the Service is unavailable for an extended period because of a fault on our side, contact us. We will look at the impact on your account and may offer a service credit or a partial refund. Where an enterprise agreement sets a service level, its remedies apply instead.

5. Requests we consider case by case

Outside the cases above, refunds are at our discretion. As a goodwill measure, we will consider a refund if you contact us within 7 days of a renewal or top-up charge that you did not mean to make, and the account has not used the paid plan or that balance since the charge. We may refund in full, in part, or as account credit. A goodwill refund is not a precedent for future requests, and we may decline repeated requests from the same account.

6. What we do not refund

Partial billing periods after you cancel, including the remaining months of an annual plan.
Unused monthly allowances of AI tokens, voice minutes or email sends — they reset each month and do not carry a cash value.
The difference in price when you downgrade, or time left on the old plan when you upgrade (an upgrade starts a new, fully charged period — see the Payment Policy).
Usage top-ups or auto-reload purchases that have been used, in whole or in part.
Periods in which your account was suspended or terminated for breach of the Terms of Service or the Acceptable Use Policy.
Free periods, credits or discounts from promo codes — they have no cash value.
Fees charged by your own bank or card issuer, such as currency conversion or overseas transaction fees.
Payments you collected from your own customers through Closr — those are refunded by you, through your own payment provider (see section 9).

7. Add-ons

Add-ons, such as a custom booking link, can be cancelled in Settings → Billing and stay active until the end of the period you have paid for. They are refunded only in the cases in section 4. When a custom booking link add-on ends, your existing link keeps working; you just can no longer change it.

8. Store orders and physical products

Cancelling an order

You can cancel an order for a full refund if it has not yet been personalised or dispatched. Email us with your order number as soon as possible. Once an order has been personalised — for example a card printed or encoded with your details — or handed to the courier, it can no longer be cancelled, but the rest of this section still applies.

Damaged, faulty, wrong or missing items

If an item arrives damaged, does not work, is not what you ordered, or a parcel shows as delivered but did not arrive, tell us within 7 days of delivery (or of the expected delivery date, for a missing parcel).
Include your order number, a short description and, for damaged or wrong items, photos of the item and packaging.
We will send a replacement or refund the item in full, including its share of shipping, at our choice and at no cost to you. If we need the item back, we will arrange or pay for the return.
Items that stop working later because of a manufacturing defect are covered by any guarantee the law gives you. Contact us and we will help.

Change of mind

Personalised items — anything printed, engraved or encoded with your name, logo or details — are made for you and cannot be returned for a change of mind.
Non-personalised items can be returned within 14 days of delivery if they are unused and in their original packaging. Email us first for return instructions. Return shipping is at your cost, and we refund the item price once we have received and checked it. The original shipping charge is not refunded.

Included plan time

If a product came with a period of a Closr plan (for example with a Closr Tag card) and the order is refunded in full, the included plan time ends on the date of the refund.

9. Payments you collect from your own customers

If your customers pay you through Closr — for a booking, an invoice or anything else — the payment goes to your own account with your payment provider. Refund requests from your customers are yours to handle under your own refund policy, through that provider. We cannot issue refunds on those payments. If you need help finding a transaction in Closr, contact us.

10. How to request a refund

Email team@ojhconsulting.com from the address on your account, with:

the date and amount of the charge, or your order number;
what the charge was for (plan, add-on, top-up or order); and
why you are asking for a refund, with photos for a damaged or wrong item.

We aim to reply within 5 business days. If we need more information, we will ask; otherwise we will tell you our decision and, if we are refunding, when to expect it.

11. How refunds are paid

Refunds go back to the original payment method, in the currency you paid in. We cannot refund to a different card or account.
We start an approved refund within 5 business days. Your bank or card issuer then usually takes 5–10 business days to show it, sometimes longer.
Because exchange rates move, a refund in a foreign currency may differ slightly from the amount originally debited in your home currency. We refund the amount we charged.
When we refund a purchase we also reverse what it bought — for example, a refunded top-up is removed from your balance and a refunded subscription period ends. Refunded subscription charges are marked as refunded in your billing history.

12. Chargebacks

Please contact us before disputing a charge with your bank; we can usually resolve it faster. If you file a chargeback, we may suspend paid features on the account while it is open. If the chargeback succeeds, the purchase is reversed and is not refunded again.

13. Changes to this policy

We may update this policy. Changes do not apply to a purchase made before the change, which stays under the version in force when you paid. The current version is always on this page.

14. Contact

Refunds and cancellations: team@ojhconsulting.com. OJH Consulting Sdn Bhd (202401007723 / 1553573-U), Malaysia.