About This Policy
This Refund and Cancellation Policy explains how refunds and cancellations work for purchases made through the OnFire App and related services (the "Services") by users located in the United States or otherwise outside the European Economic Area. It forms part of, and should be read together with, the Terms of Service (United States).
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 United States is identified in Section 10, Who We Are and How to Contact Us. Nothing in this policy limits any right you have under applicable federal or state law that cannot be waived by contract.
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 applicable law.
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.
1.2. 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.
1.3. 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.
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 Sections 3 and 4);
- platform and service fees that OnFire charges on marketplace transactions (see Section 6); and
- any other paid feature that is shown at checkout as being sold by OnFire.
3. Subscriptions and Automatic Renewal
Automatic renewal disclosure: OnFire subscriptions renew automatically at the end of each billing period, and your payment method is charged the subscription price then in effect, plus any applicable tax, until you cancel. You can cancel at any time, online, as described in Section 4.
- Before you buy, we show you the price, the billing period (for example, monthly or yearly), the date on which the subscription will renew and the price it will renew at, and how to cancel.
- After you buy, we send you a confirmation that includes the subscription terms, the cancellation policy and how to cancel.
- Free trials and introductory prices. If a subscription starts with a free trial or an introductory price, we tell you before you sign up when the trial or introductory period ends and what you will be charged afterwards. Unless you cancel before the end of that period, the subscription converts to a paid subscription at the regular price. Where state law requires it, we send you a reminder before the trial ends or before an annual renewal.
- Price changes. We will notify you in advance of any change to the price of your subscription, and you can cancel before the new price takes effect.
4. How to Cancel a Subscription
You can cancel online, as easily as you signed up:
- In the OnFire App, in your account or subscription settings; or
- By email to [email protected], from the email address associated with your account; or
- If you subscribed through the Apple App Store or Google Play, in your App Store or Google Play subscription settings. Those subscriptions are billed by Apple or Google, and refund requests for them are handled by Apple or Google under their own processes.
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. Except as described in Section 5, we do not refund the unused part of a billing period that has already started.
5. Refunds for OnFire Services
Payments for OnFire’s own services are non-refundable, and refunds are at OnFire’s discretion, unless a refund is required by applicable law, including the law of the state where you live. For example, we will refund you where you were charged in error, charged twice, or charged for a service that was not provided, and where a state automatic-renewal or consumer protection law entitles you to a refund.
To request a refund, contact [email protected] with your account email address, the date of the charge and the reason for your request. A discretionary refund given once does not oblige us to give similar refunds in the future.
6. 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, 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.
7. How Refunds Are Paid
Refunds are paid to the original payment method. 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.
8. Chargebacks and Payment Disputes
If you believe you were charged incorrectly, please contact the seller or [email protected] before disputing the charge with your bank or card issuer. Most problems can be resolved faster that way.
If you do file a chargeback, we may provide the payment network with information about the transaction, including the listing, the terms shown at checkout and any communications about the order. While a chargeback is pending, we may pause the related order, booking or subscription. If a chargeback is decided in your favor, you will not be charged again for the same transaction. Filing a chargeback does not waive any right you have under this policy or the law.
9. 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]. Disputes with OnFire that we cannot resolve informally are handled as set out in the Terms of Service (United States).
10. Who We Are and How to Contact Us
In the United States, OnFire is operated by OnFire Messenger Inc., a Delaware corporation, which is the seller of OnFire’s own paid services described in this policy.
OnFire Messenger Inc. 254 Chapman Rd, Ste 209, Newark, DE 19702, United States 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.