Plans and credits are sold through Link (Sold through Link, LLC, an affiliate of Stripe) as Merchant of Record; the Sold Through Link Terms also apply to the purchase. Link executes every refund and emails you the refund notice, and its own refund policy applies where ours is more restrictive (section 6).
1. Cancelling a plan
You can cancel a plan at any time in Billing. It stays active until the end of the period you paid for, with its credits and projects, and does not renew. Credits you bought stay in your wallet; the plan's credits expire at the end of their month, as they always do. You can also cancel it in your Link account at link.com, and deleting your Link account cancels it too.
2. Your right of withdrawal (consumers)
If you are a consumer, you may withdraw from a purchase — a plan or a credit pack — within 14 days of buying it, without giving any reason (DL 24/2014 Art. 10).
We start straight away. The service starts the moment you pay: the credits and projects are available at once. So before you pay, the dashboard asks you to tick a box: you ask us to start straight away, and acknowledge that if you withdraw within the 14 days you pay for what was provided until then, and that you lose the right of withdrawal once the service has been fully provided. A consumer cannot go on to payment without it. The email confirming your purchase repeats your request, with its date and time.
How. In the dashboard, Billing → Withdraw from contract here, then Confirm withdrawal: the dialog shows what you get back before you confirm, and we email you an acknowledgement with the date and time. You can also email billing@oneactor.com or send the form below. Any clear statement works; it only needs to be sent before the 14 days end. Link's terms also let you cancel the order through Link's support within 14 days of receiving access, giving "cooling off period" as the basis of your refund request.
What you get back: the part not provided. You pay for what was provided until you withdrew, and the rest of the payment is refunded (DL 24/2014 Art. 15(2)–(4)):
- Credit pack: the credits you have not used, at the price per credit you paid. The credits you used stay paid for.
- Plan: the payment minus the plan's access part in proportion to the days of the period that had passed and minus the plan's included credits you used, at the value the Terms give them (Terms §4.3). The plan ends at once.
The purchase's unused credits leave your wallet when you withdraw. The refund goes to the payment method you used, through Stripe, within 14 days of your withdrawal, at no other cost; Link executes it and emails you the refund notice.
When the right ends early. When the service has been fully provided after your express request and acknowledgement — for a credit pack, when all its credits have been used — the right of withdrawal no longer applies to that purchase (DL 24/2014 Art. 17(1)(a)), and Billing says so instead of offering the withdrawal.
Withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: ONE ACTOR- SOFTWARE DEVELOPMENT, UNIPESSOAL LDA., Rua dos Barreiros, n.º 26 A, 9060-397 Funchal, Portugal, billing@oneactor.com
I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following service: [plan or credit pack]
Ordered on: [date] — Name of consumer(s): — Address of consumer(s): — Account email:
Signature of consumer(s) (only if this form is notified on paper) — Date
The Portuguese version of this page gives the form in the words of Part B of the Annex to DL 24/2014.
3. Refunds outside the withdrawal period
After the withdrawal period, payments are not refunded, except where the law requires it (for example when the Service was not in conformity and we could not fix it) or where we end the contract without cause, when unused prepaid amounts are refunded (Terms §9.2). Link may also refund a purchase under its own refund policy (section 6).
Outside a withdrawal, credits included in a plan, trial credits and goodwill credits are never refunded in money.
4. When something went wrong on our side
If a fault on our side cost you credits (for example an AI request failed and was still charged), tell us within 30 days and we restore the credits. Consumers also have all the remedies of DL 84/2021 for a service that is not in conformity: bringing it into conformity, a proportionate price reduction, or ending the contract (Terms §12).
5. Businesses
The statutory right of withdrawal is for consumers. Sections 1, 3 and 4 apply to businesses.
6. How refunds are paid
We send every refund we owe you through Stripe. Link pays it back to the original payment method, which Link says takes 3 to 7 business days, and emails you the refund notice. A refund includes the VAT you paid on the part refunded, and a payment made in your local currency is refunded at the original exchange rate. A withdrawal's refund is already reduced by what was provided (section 2).
You can also ask Link's support for a refund. Link decides it case by case under its refund policy, which covers, for example, a purchase you did not receive or that was significantly not as described, and a payment that was unauthorized or duplicated, asked for within 60 days; Link's policy applies wherever ours is more restrictive. When a purchase is refunded, by us or by Link, its credits that are still unused leave your wallet, and the organization's owners are told by email; credits already used stay used.
7. Chargebacks
If you dispute a payment with your bank instead of writing to us, we may suspend the organization's paid features while the dispute is open. When the bank takes the payment back, the purchase's unused credits leave the wallet; they come back if the dispute ends in our favour. Please write to us first: we answer every refund request.