1. Free trial
New customers can try AceOne HR free for 30 days from account creation. The trial is genuinely free — no credit card is required to start, and we do not auto-convert you to a paid plan when the trial ends.
2. Cancelling your subscription
You can cancel at any time from the Billing section of your tenant settings, or by emailing sales@aceonehr.com. Cancellation takes effect at the end of the current billing period — your data and access remain available until then.
3. Monthly plans
Monthly subscriptions are non-refundable for the current month. If you cancel, you will not be charged for the next month, and your access continues until the end of the current month.
4. Annual plans
Annual subscriptions can be cancelled at any time. We provide a pro-rated refund for unused full months, calculated from the cancellation effective date, less:
- Any discount that applied to the annual commitment (so the refund reflects what you would have paid month-to-month for the period used).
- One-time setup or migration fees, which are non-refundable.
5. Refund timeline
Approved refunds are issued to the original payment method within 7 – 10 working days of approval. International cards may take longer depending on your bank.
6. What we don't refund
- Payments older than 12 months from the refund request date.
- Charges arising from your own misuse of the platform — for example, exceeding usage limits clearly stated on the Pricing page.
- Add-on services that have already been delivered (training sessions, custom report builds, data-migration assistance).
- Third-party SMS, email, or WhatsApp message charges that you triggered through the platform.
7. Exceptional circumstances
If you experience a material outage or service failure attributable to us, contact us within 7 days of the incident. We will review the case and, where appropriate, provide a service credit or partial refund — even if outside the timelines above.
8. Disputed charges
If you believe you were charged in error, please contact us before raising a chargeback with your bank or card provider. Chargebacks raised without first contacting us may lead to suspension of the account until the dispute is resolved.
9. Data after cancellation
After cancellation you have a 30-day window to export your data from the platform. After this window, your data will be deleted in line with the Privacy Policy. Statutory records that we are legally required to retain may be held for longer in encrypted form.
10. Contact
Cancellation requests, refund queries, and any clarifications should be sent to sales@aceonehr.com. We aim to acknowledge within 2 working days and resolve within 10 working days.