This Refund Policy explains how refunds and cancellations work for GroundDesk, a product of On The Ground (“OTG”, “we”, “us”, “our”). It should be read together with our Terms of Service. All fees are in Singapore Dollars (SGD).
1. Monthly subscriptions
Our paid plans (SOLO — S$35/month, TEAM — S$105/month and BUSINESS — S$289/month) are billed monthly in advance and renew automatically. Because plans are billed one month at a time, the amount at risk is always limited to a single month. Current prices are always shown on our pricing page.
2. Cancellation
You can cancel at any time from your account settings or by emailing us. When you cancel, your subscription remains active until the end of the current billing period, and you will not be charged again. We do not automatically charge you after you cancel.
3. Pro-ration
Monthly subscription fees are generally non-refundable and not pro-rated for the portion of a month remaining after you cancel — cancelling stops the next renewal rather than refunding the current month. You keep access to your paid plan until the end of the period you have already paid for. Where we offer any annual or longer-term plans in future, their specific pro-ration terms will be stated at purchase.
4. When we will consider a refund
We want you to be satisfied. We will consider a refund or credit, at our reasonable discretion, in cases such as:
- a duplicate or accidental charge;
- a billing error, or being charged after a valid, timely cancellation;
- a prolonged failure of the Service that we could not resolve and that materially prevented your use.
Refunds are made to your original payment method. Where a payment was made via PayNow or another method that cannot be reversed automatically, we will arrange an equivalent refund.
5. Free tier
The FREE plan is provided at no cost, so no payment is taken and no refund applies. You can stop using it at any time.
6. Done-for-you and professional services
From time to time we may offer done-for-you setup, migration, or other professional services. These are quoted and agreed separately. Unless the specific engagement says otherwise, fees for services already performed are non-refundable, and any deposit is applied to work done. The terms of each engagement govern refunds for that engagement.
7. How to request a refund
Email dpo@ontheground.agency with your account email, the charge date and amount, and a short description of the issue. We aim to acknowledge requests within a few business days and to resolve them promptly.
8. Your consumer rights
Nothing in this Policy limits any rights you may have under Singapore consumer-protection law, including the Consumer Protection (Fair Trading) Act, or under the terms of your payment provider. Where the law gives you a right to a remedy that is more favourable than this Policy, that right applies.