Refund policy

Returns & Refunds Policy — the One Life (Digital)

Last updated: October 3, 2025

The One Life is a digital app and service offered by The One Collections. This page explains how refunds are handled for in-app purchases made via the Apple App Store or Google Play, and for web checkouts (e.g., Stripe/iDEAL/PayPal/Shopify). Your statutory consumer rights remain unaffected.

Scope: This policy applies to digital content and services of the One Life. We currently do not sell physical products under this policy. If/when we do, we will add a dedicated section for physical returns.

1) Purchase channels

Some modules/features require payment via in-app purchases (Apple App Store / Google Play) or via our website (Stripe/iDEAL/PayPal/Shopify). Third-party terms and privacy policies apply when you use those platforms.

2) In-app purchases (Apple App Store / Google Play)

Manage & cancel: Apple — Settings ▸ Apple ID ▸ Subscriptions. Google — Google Play ▸ Payments & subscriptions ▸ Subscriptions.

Refunds: Where a store processed your payment, refunds are handled under the store’s policies (Apple/Google). Please follow their instructions.

Restore purchases: You can restore prior purchases inside the app on your device (Restore Purchases).

3) Web checkouts (Stripe / iDEAL / PayPal / Shopify)

If you purchased access via our website, we handle refunds according to this policy and our Terms of Service using the original payment processor.

Eligibility

  • Accidental duplicate purchase with identical account/email.
  • Technical issues that prevent access to paid content after reasonable troubleshooting.
  • Fraudulent use of your payment details (upon documented proof and card issuer confirmation).

Non-eligible cases typically include: change of mind after access, completed consumption of digital content, abuse of promotions, or requests outside applicable timeframes unless required by law.

How to request (web payments)

Email support@theonecollections.com with:

  • Purchase email address
  • Approx. purchase date and amount
  • Reference (e.g., Stripe receipt ID / PayPal Transaction ID / Shopify Order #)
  • Short description of the issue and steps tried

For security, never share full card numbers or passwords. We may ask for the last 4 digits of the card to locate a payment.

Processing

    • We aim to review requests within 5–7 business days.
    • Approved refunds are issued to the original payment method. Bank processing times vary by provider.
    • If a chargeback has been filed with your bank, we may be unable to process a parallel refund.

 

4) EU right of withdrawal (digital content)

For certain digital content/services that begin immediately, the right of withdrawal may not apply once delivery has started and you agreed to immediate performance. Store-specific rules (Apple/Google) may grant additional options. This does not affect mandatory consumer rights under applicable law.

5) Troubleshooting before refund

    • Update the app to the latest version (App Store/Google Play).
    • Sign out & sign in; ensure network is stable.
    • Check device permissions (e.g., Notifications).
    • Use Restore Purchases for access issues.
    • Contact us with app version, device/OS, and a short description if issues persist.

 

6) Gift cards, promotions, donations

    • Gift cards (if offered) are typically non-refundable and not redeemable for cash, except where required by law.
    • Promotional access or trial periods follow the terms shown at sign-up.
    • Donations (if any) are non-refundable unless otherwise stated.

 

7) Future physical products

When physical products launch, we will publish a clear returns window, condition requirements (unused, original packaging), instructions for returns shipping, and who bears return costs, in accordance with EU consumer law. Until then, this policy applies only to digital content/services.

8) Contact

Support & refunds (web payments): support@theonecollections.com

See also: Terms of Service · Privacy Policy

The One Collections (legal entity owner of the One Life). This policy may be updated to reflect legal or operational changes. Material updates will be communicated where appropriate.