Refund Policy
Last Updated: March 9, 2026
At OneMatch, we want you to be completely satisfied with your premium subscription. This Refund Policy explains your rights under UK Consumer Rights Act 2015 and how to request a refund.
1. 14-Day Cooling-Off Period
Your Legal Right: Under UK law, you have a 14-day cooling-off period from the date you purchase a premium subscription. During this time, you can cancel and receive a full refund for any reason.
The 14-day period begins on the date your payment is processed, not when you first created your free account.
2. Waiver of Cooling-Off Period
Important: By accepting your first match after purchasing a premium subscription, you acknowledge that you are requesting immediate access to our Service. This action waives your 14-day cooling-off right. Once waived, no refund based on the cooling-off period can be issued.
3. No Refunds After Service Use
OneMatch is a digital service with immediate access. Once you begin using premium features, the service has been delivered and cannot be returned.
No refunds will be issued for:
- Subscriptions where matches have been accepted
- Partial months of unused subscription time
- Dissatisfaction with matches or compatibility scores
- Change of mind after using the service
- Failure to cancel before renewal
4. Subscription Cancellation
Cancel Anytime: You can cancel your premium subscription at any time through your account settings. Cancellation takes effect at the end of your current billing period. You will retain premium access until then.
What happens when you cancel:
- Your subscription will not renew
- You keep premium access until the end of the current billing period
- No refund for remaining days in the current month
- After expiration, you will revert to the free tier
5. How to Request a Refund
If you are eligible for a refund (within 14 days and no matches accepted), follow these steps:
- Email us at hello@onematch.uk
- Include "Refund Request" in the subject line
- Provide your account email address
- State the reason for your refund request
We will review your request and respond within 2 business days.
6. Refund Processing
Once your refund is approved:
- Processing time: 5-10 business days
- Refund method: Original payment method used for purchase
- Account status: Premium access will be revoked immediately upon refund
7. Exceptional Circumstances
In rare cases, we may issue refunds outside of the standard policy at our sole discretion:
- Technical issues preventing service access for extended periods
- Billing errors or duplicate charges
- Unauthorized charges (requires proof)
Contact us at hello@onematch.uk to discuss exceptional circumstances.
8. Disputed Charges
If you believe you have been charged incorrectly, contact us first at hello@onematch.uk. Most issues can be resolved quickly.
Important: Initiating a chargeback without attempting to resolve the issue with us first may result in permanent account termination and inability to create future accounts.
9. Free Tier Users
The free tier of OneMatch does not involve payment and therefore has no refund policy. Free accounts can be deleted at any time through account settings.
10. Changes to This Policy
We may update this Refund Policy from time to time. Significant changes will be communicated via email. The updated policy will apply to all subscriptions purchased after the change date.
Questions About Refunds?
Company: ONEMATCH LTD
Company Number: 17076883
Email: hello@onematch.uk
Subject: Refund Inquiry
Response Time: Within 2 business days
Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom