Refund & Cancellation
Refunds and cancellation.
Effective date: 24 July 2026
1. Failed generations
A failed generation does not consume a try-on. Your balance is only reduced after a successful result.
2. Included automatic retry
One automatic correction retry is included with each try-on and does not consume an additional try-on.
3. Technical defects
If you experience a technical generation problem, please contact us within 7 days of the generation. Where the paid service was not supplied as described, ONA may:
- Restore the try-on to your balance
- Issue a partial refund
- Issue a full refund
4. AI variation
Normal AI variation or personal dissatisfaction with a result does not automatically qualify for a refund. Requests are reviewed individually and in good faith.
5. Duplicate and unauthorised charges
Duplicate charges and unauthorised transactions will be investigated. If you notice such a charge, contact us immediately at onasupport@gmail.com.
6. Subscription cancellation
- You can cancel your subscription at any time through your account or the Stripe billing portal.
- Cancellation prevents future renewals.
- Access continues until the end of the current paid billing period.
- Unused monthly and rolled-over subscription try-ons expire at the end of the paid period.
- Separately purchased top-up try-ons remain available on your account.
7. Withdrawal rights (EU / UK consumers)
Consumer law in the EU and the UK generally gives you a 14-day right of withdrawal for online purchases. For digital services and digital content that begin supply immediately, this right may be limited or lost once supply has started with your express request and acknowledgement.
Before payment, you will be asked to tick a separate, unticked confirmation requesting immediate access to the digital service and acknowledging that your statutory right of withdrawal may be affected once try-ons or digital content have been supplied, to the extent permitted by applicable law. Your mandatory statutory rights remain unaffected.
8. Refund method
Approved refunds are returned to your original payment method where possible. Refund processing times depend on your bank or card provider.
9. How to request
Send refund and cancellation requests to onasupport@gmail.com. Please include:
- Your account email
- The approximate purchase date
- The product or plan
- A short description of the issue or reason
10. Contact
Email: onasupport@gmail.com · Telephone: +421 949 135 549 · Expected response time: within 48 hours.