Refund Policy

This policy explains when O2Ten refunds a payment, how to request one, and how long it takes to reach you. It applies alongside our Terms of Service and our Cancellation Policy.

What we sell

O2Ten is a digital service covering curated job listings, job resources, Extraordinary Skills guidance, resume optimization, one-to-one career guidance calls, and courses and community content. There is nothing physical to ship. All prices are in US Dollars, and access is granted to your account as soon as your payment is confirmed, normally within a few seconds. The one exception is a booked session, which is a live call delivered at the time you chose. We sell four things:

• Community Membership, USD 8.99 per month. Recurring, cancel any time.
• Premium, USD 299 per month. Recurring. Not self-serve: it is arranged personally after a connect call and is not sold from the site. Cancel any time.
• Optimizer Credits, one-time. Credit packs for the resume optimizer. Not a subscription and they do not renew.
• One-to-one session, USD 29 per session. A scheduled 40-minute career guidance video call held on Google Meet. Booked one session at a time, not a subscription, and it does not renew.

When we refund

A paid month is yours to keep, and it is not refundable. When you pay for a billing period you get that whole period, and cancelling part-way through does not return any of it. This works the same way as most streaming and membership services: you keep the access you bought until the period ends, and no money comes back for the days you did not use.

The only refunds we issue are for billing mistakes and for our own failure to deliver, not for a change of mind:

• Duplicate or accidental charges. If you were billed twice for the same period, or charged after cancelling, we refund in full.
• You were charged but never got access. If a payment succeeded and your membership did not unlock, tell us and we will either fix the access or refund the charge, whichever you prefer.
• Service failure on our side. If we are unable to deliver the service you paid for, we refund the affected period.

When we do not refund

• Part-used billing periods. Cancelling mid-month does not refund the remainder of that month. You keep access until the period ends.
• Change of mind. Deciding you no longer want the membership after paying is not a refundable event.
• Unused access. Not logging in, or not using the membership during a period you paid for, does not make it refundable.
• Unspent Optimizer Credits. Credit packs are non-refundable once bought, spent or not.
• Earlier months on a long-running membership.
• Dissatisfaction with hiring outcomes. We provide tools and application work, not guaranteed interviews, offers, or visa sponsorship.
• Accounts terminated for breach of our Terms of Service.

Optimizer Credits

Credit packs are a one-time purchase, not a subscription, so there is nothing to cancel. Credits are consumable: each optimizer run spends them.

Credit packs are not refundable. Once a pack is bought we do not refund it, whether or not you have spent the credits in it. Please buy the pack size you actually need.

The one exception is a technical failure on our side: if credits were deducted but the optimizer did not return a result, we put those credits back in your wallet. That is a correction, not a refund, so no money moves.

Credits do not expire while your account is open, and they stay in your wallet even if a membership lapses, so an unspent pack is never lost.

One-to-one sessions

A one-to-one session is a single 40-minute career guidance video call, booked for a specific time and held on Google Meet. It is bought one session at a time, so there is no subscription to cancel.

You can move your session as many times as you need, at no cost, right up to the moment it is due to start. Use the reschedule link in your booking confirmation email, or reply to it and we will move the slot for you. Rescheduling is never treated as a cancellation and never costs you the fee.

If you miss a session without rescheduling, we give you one free re-book. Email support@o2ten.com and we will put you back on the calendar at no extra charge. If a second booked session is then missed without notice, the fee for that session is used up and is not refundable, because the consultant's time was held for you and could not be given to anyone else.

We refund a session in full when:

• We cancel the session and you do not want to rebook.
• Our consultant does not attend the session you booked.
• A technical failure on our side stops the call from happening and we cannot rearrange it at a time that suits you.
• You were charged twice for the same session, or charged for a session that was never booked.

Once a session has been delivered it is not refundable, in the same way as any other completed service. Dissatisfaction with the advice given is not a refundable event, though we do want to hear about it, so please tell us and we will make it right where we reasonably can.

Premium (Managed Applications)

The USD 299 per month Premium programme follows the same rule: a month you have paid for is yours to keep and is not refundable, and cancelling stops the next month rather than refunding the current one.

Because Premium involves work done by a specialist on your behalf, the exception is delivery: if we did not do the work we committed to for a period you paid for, email support@o2ten.com and we will look at what was actually delivered in that period and put it right.

How to request a refund

Email support@o2ten.com from the address on your account, with the date and amount of the charge and a one-line reason. You do not need a form or a ticket number. We acknowledge every request within two working days and tell you the decision at the same time wherever we can.

How refunds are paid

Approved refunds go back to the original payment method through the payment provider used for the original charge (Razorpay or PayPal). We submit the refund within 3 working days of approving it. Once submitted, it typically takes 5 to 10 working days to appear on your statement, depending on your bank or card issuer. We cannot refund to a different card or account than the one used to pay.

Failed payments

If a renewal payment fails, for example an expired card, we retry over the following few days and your access continues in the meantime. Your membership panel will tell you the payment failed and what to do. Nothing is cut off mid-period because of a failed renewal, and a failed payment is never charged to you.

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