Refund Policy
Information about refunds for OnsiteHand subscriptions and credits
Last updated: January 2026
This Refund Policy applies to purchases made through OnSiteHand, operated by ONSITEHAND LIMITED, registered in England and Wales with company number 17186065, registered office Unit A449, 4-6 Greatorex Street, London, E1 5NF, United Kingdom. It explains when and how refunds may be issued for OnSiteHand subscription payments and credits.
Subscription Payments
Monthly Subscriptions
OnsiteHand subscriptions are billed monthly in advance. Due to the nature of our service, subscription payments are generally non-refundable once the billing period has begun.
When Refunds May Be Considered
We may consider refund requests in the following circumstances:
- Technical issues: If a significant platform outage prevented you from using the service for an extended period
- Billing errors: If you were charged incorrectly or multiple times
- New subscriber issues: If you request a refund within 7 days of your first subscription payment and have not used any credits
When Refunds Are Not Available
Refunds will not be issued in the following cases:
- If credits have been used during the billing period
- If more than 7 days have passed since the payment
- For renewal payments where you continued to use the service
- If your account has been suspended for terms violations
- Due to dissatisfaction with tradesperson responses or hiring outcomes
Credits and Top-Ups
Credit Top-Up Purchases
Credit top-up purchases are non-refundable once the credits have been added to your account. This applies whether or not the credits have been used.
Unused Credits
Unused credits:
- Remain in your account as long as your subscription is active
- Do not expire while you have an active subscription
- Cannot be converted back to cash or refunded
- Cannot be transferred to another account
How to Request a Refund
To request a refund, please:
- Email us at billing@onsitehand.co.uk
- Include your account email address
- Provide the date and amount of the payment
- Explain the reason for your refund request
We aim to respond to refund requests within 5 business days.
Refund Processing
If a refund is approved:
- Refunds are processed to the original payment method
- Processing time is typically 5-10 business days
- Your subscription will be cancelled effective immediately
- Any credits on your account will be removed
Partial Refunds
In some cases, we may offer a partial refund or account credit rather than a full refund, depending on:
- How much of the billing period has elapsed
- Whether any credits have been used
- The specific circumstances of the request
Chargebacks
If you initiate a chargeback through your bank or card provider instead of contacting us, your account may be immediately suspended. We encourage you to contact us directly to resolve any billing issues.
Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date.
Contact Us
For billing or refund enquiries:
- Email: billing@onsitehand.co.uk
- Response time: Within 5 business days
