Refund and Cancellation Policy

About This Policy

This Refund and Cancellation Policy explains how refunds, cancellations and the right of withdrawal work for purchases made through the OnFire App and related services (the "Services") by users located in the European Economic Area ("EEA"). It forms part of, and should be read together with, the Terms of Service (Europe) and the Customer Terms and Conditions (Europe).

OnFire is both a platform and a marketplace. Many things you can buy on OnFire — products from shops, stays from hosts, courses from course creators, and other goods and services — are sold by independent sellers, not by OnFire. Other things, such as OnFire subscriptions and Premium features and our platform fees, are sold by OnFire itself. This policy explains which rules apply to each.

The company that operates OnFire in the EEA and that sells OnFire’s own paid services is identified in Section 12, Who We Are and How to Contact Us.

Nothing in this policy, or in any seller’s terms, limits the rights you have as a consumer under mandatory law, including Directive 2011/83/EU on consumer rights, the Irish Consumer Rights Act 2022, and the consumer protection law of the EEA country where you live.

1. Purchases from Sellers on OnFire

1.1. Each seller sets its own terms

Shops, hosts, course creators, service providers and other sellers on OnFire set their own refund, return and cancellation terms for the goods and services they sell. Those terms are shown on the listing or at checkout before you pay. The terms of the specific seller, as shown on the listing or at checkout when you bought, govern that purchase, subject to mandatory law. Where a seller’s terms are less favourable to you than the law allows, the law applies instead.

1.2. Who your contract is with

When you buy from a seller, your contract for the goods or services is with that seller. OnFire provides the platform, processes the payment on the seller’s behalf and, where described below, helps resolve problems. Each listing shows whether the seller has declared itself to be a trader (a business) or a private individual.

• Traders. If the seller is a trader, you have the statutory rights described in this policy, including the 14-day right of withdrawal in Section 3, and those rights are owed to you by the seller.
• Private individuals. If the seller is a private individual, EU consumer protection law, including the right of withdrawal, does not generally apply to the contract between you. The seller’s own terms, as shown on the listing, apply.

1.3. Stays and car rentals

Accommodation bookings follow the cancellation policy the host chose for the listing, as described in the Host Terms and shown on the listing when you book. Car rental bookings follow the Car Cancellation Policy. If a host or car owner cancels a confirmed booking, you receive a full refund.

1.4. Asking a seller for a refund

To cancel, return or ask for a refund on a purchase from a seller, start from the order or booking in the OnFire App, or message the seller directly. If the seller does not respond within a reasonable time, or you cannot agree, contact OnFire support at [email protected] and we will review the matter on the evidence from both sides. Refunds that a seller agrees to, or that OnFire decides are due, are paid as described in Section 9.

2. OnFire’s Own Paid Services

The following are sold by OnFire itself and follow the terms set out in this policy:

• OnFire subscriptions and Premium features (see Section 7);
• platform and service fees that OnFire charges on marketplace transactions (see Section 8); and
• any other paid feature that is shown at checkout as being sold by OnFire.

For these purchases, OnFire is the trader and your right of withdrawal and other statutory rights are owed to you by OnFire.

3. Your 14-Day Right of Withdrawal

If you are a consumer and you buy goods, services or digital content at a distance (for example, online or in the app) from a trader, whether that is OnFire or a seller who is a trader, you have the right to withdraw from the contract within 14 days without giving any reason, unless one of the exceptions in Section 5 applies.

The withdrawal period expires 14 days after:

• for services and digital content (including OnFire subscriptions and online courses): the day the contract is concluded;
• for goods: the day on which you, or a third party other than the carrier that you have named, take physical possession of the goods;
• for several goods ordered together but delivered separately: the day on which you, or that third party, take physical possession of the last item.

To meet the withdrawal deadline, it is enough for you to send your communication about exercising the right of withdrawal before the withdrawal period has expired.

4. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, you must inform the trader of your decision to withdraw from the contract by a clear statement. You can do this in either of these ways:

• By email to [email protected] for purchases from OnFire, or to the seller’s email address shown on the listing for purchases from a seller. If you cannot reach the seller, you can send your statement to [email protected] and we will pass it on to the seller.
• Online, by submitting a withdrawal statement through the OnFire App or through OnFire support. Include your name, the order or subscription concerned and the date you bought it.

You may use the model withdrawal form below, but it is not obligatory. If you withdraw online, we will send you an acknowledgement of receipt by email without delay.

5. Exceptions to the Right of Withdrawal

As permitted by Article 16 of Directive 2011/83/EU and the Irish Consumer Rights Act 2022, the right of withdrawal does not apply, or is lost, in the following cases:

• Digital content not supplied on a tangible medium (for example, a downloadable file, a digital product or instant access to a course or Premium feature), where supply has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal, and the trader has confirmed this to you on a durable medium such as email.
• Services fully performed, where performance began with your prior express consent and your acknowledgement that you will lose your right of withdrawal once the contract has been fully performed.
• Personalised goods: goods made to your specifications or clearly personalised.
• Perishables: goods that are liable to deteriorate or expire rapidly, such as food and flowers.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, and sealed audio or video recordings or software, once they have been unsealed after delivery.
• Accommodation, transport and leisure on specific dates: the supply of accommodation other than for residential purposes, the transport of goods, car rental services, catering, and services related to leisure activities (such as event tickets or classes), where the contract provides for a specific date or period of performance. For these bookings, the seller’s cancellation terms shown at checkout apply.

Where you ask for a service to begin during the withdrawal period and then withdraw before it has been fully performed, you must pay an amount that is in proportion to what has been provided up to the time you told the trader that you were withdrawing, compared with the full coverage of the contract.

6. Refunds After Withdrawal and Returning Goods

6.1. Refund timing

If you withdraw from a contract, the trader will reimburse all payments received from you, including the costs of standard delivery, without undue delay and in any event no later than 14 days from the day on which the trader is informed of your decision to withdraw. Supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered are not refunded.

6.2. Payment method

The reimbursement is made using the same means of payment that you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

6.3. Returning goods

For goods, the trader may withhold the reimbursement until it has received the goods back or you have supplied evidence of having sent them back, whichever is earlier. You must send back or hand over the goods without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal. The return address is shown on the listing or in the order.

6.4. Return costs

You bear the direct cost of returning the goods, unless the seller has agreed to bear it or did not tell you before the purchase that you would have to bear it. Where the seller’s terms offer free returns, those terms apply. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

7. OnFire Subscriptions and Premium

7.1. Cancelling

You can cancel an OnFire subscription at any time in the OnFire App, in your account or subscription settings. Cancellation takes effect at the end of the current billing period. You keep access to the paid features until then, and you will not be charged again.

7.2. No partial refunds

Except where the law requires otherwise, including under your right of withdrawal in Section 3 or where the service was not provided as described, we do not refund the unused part of a billing period that has already started.

7.3. Withdrawing from a new subscription

You may withdraw from a new subscription within 14 days of buying it. If you asked for the paid features to start immediately, we will refund what you paid less a proportionate amount for the period in which you had access, unless the digital content exception in Section 5 applies to your purchase and you were told so at checkout.

7.4. Renewals and price changes

Subscriptions renew automatically at the end of each billing period until cancelled. The price, billing period and renewal terms are shown before you buy. We will tell you about any price change in advance, and you can cancel before the new price applies.

7.5. Purchases through Apple or Google

If you subscribed through the Apple App Store or Google Play, the subscription is billed by Apple or Google. You cancel it in your App Store or Google Play subscription settings, and refund requests are handled by Apple or Google under their own processes. Your statutory rights are not affected.

8. Platform and Service Fees

OnFire may charge a platform or service fee on marketplace transactions. Any fee is shown at checkout before you pay. Unless a different rule is shown at checkout:

• if a purchase is cancelled and refunded in full — because the seller cancels, the seller cannot fulfil it, you exercise your right of withdrawal, or the seller’s terms give a full refund — the OnFire service fee is refunded in full;
• if you receive a partial refund under the seller’s terms, the service fee is refunded in the same proportion; and
• otherwise, once the transaction has been completed, the service fee is not refundable, except where the law requires it.

9. How Refunds Are Paid

Refunds are paid to the original payment method in the currency in which you paid. We start processing a refund as soon as it is agreed or due. Your bank or card issuer may take a few further business days to show the refund on your statement. Where the original payment method is no longer available, contact [email protected] and we will arrange another way to refund you at no cost to you.

10. Faulty Goods and Services

Separately from the right of withdrawal, goods, digital content and digital services must conform to the contract, and services must be provided with reasonable care and skill. If they do not, you are entitled to the remedies provided by law, such as repair, replacement, a price reduction or a refund. These rights apply regardless of what a seller’s refund terms say and are not affected by this policy.

11. Complaints and Disputes

If you are unhappy with a purchase, please contact the seller first through the order or booking in the OnFire App. If the issue concerns OnFire’s own services, or you and the seller cannot resolve it, contact us at [email protected]. We aim to respond within 14 days.

Nothing in this policy affects your rights as a consumer under EU law or the law of the EEA country where you live. If we cannot resolve your complaint, you can contact the Competition and Consumer Protection Commission in Ireland (ccpc.ie), the European Consumer Centre in your country, or bring a claim before the courts of the country where you live.

12. Who We Are and How to Contact Us

In the EEA, OnFire is operated by OnFire Messenger Ltd., registered in Ireland under company number 796932, which is the seller of OnFire’s own paid services described in this policy.

OnFire Messenger Ltd. Registered Office: 77 Camden Street Lower, Dublin, D02 XE80, Ireland Email: [email protected] Website: https://onfire.so

Changes to this policy. We may update this policy from time to time. The version that applies to a purchase is the version in force when you made it. Material changes will be announced in the OnFire App or by email.

This Refund and Cancellation Policy was last updated on 30 September 2026.