Refunds and Complaints

Updated: 21 August 2026.

Subscription fees are non-refundable. That is the policy, and it holds without exception for a service that was charged correctly. If we charged you by mistake — twice, in the wrong amount, or after you cancelled — that is not a refund but a correction, and we always make it.

This page says exactly what belongs in which category, so you do not have to guess.

1. How to report it

Fastest by phone: 062 080 246 (call, WhatsApp or Viber), by e-mail to podrska@omni.ba, or through the contact form.

So we can find the payment quickly, send us what you have:

• the name of the company you are registered with on Omni.ba
• the date and amount of the charge
• the last four digits of the card

We reply to a report within two business days.

2. Subscription fees are not returned

The subscription is paid in advance for a billing period, and that period is not returned — neither in full nor in part. That also holds when you:

• cancel in the middle of a paid period
• stop using the service
• stop doing business
• do not like the features, or do not need them
• forget to turn off auto-renewal before the charge

That is why there is a free 7-day trial, with no card: it is the intended way to check whether Omni suits you before you pay anything. The same is stated in the Terms of Service, section 4.

Cancelling does not mean losing access on the spot — the paid period runs to its end. You can export your data from the app at any time (Settings → Export all, labelled “Postavke → Izvezi sve” in the app), both before and after cancelling.

3. We correct incorrect charges

This is not a refund but a correction: an amount that should never have been charged we return in full, with no deductions. These are:

• double charge — the same period charged twice
• wrong amount — charged more than the published price
• charge after cancellation — the subscription charged even though it was cancelled before the new period began
• a charge you did not make — if the card was misused, tell your bank right away as well

4. How the correction reaches you

The amount goes only to the same card it was paid from. Card scheme rules require it and there is no other way — we cannot pay it out to a bank account or in cash, not even at your request.

If it was paid by bank transfer, the amount goes to the account the payment came from.

We start the correction within five business days of accepting the complaint. The payout itself is executed by Dodo Payments, which is the merchant of record on the subscription invoice. How long the amount takes to appear on your account depends on your bank and usually takes a few more business days — that part we cannot influence.

5. If we disagree

If we do not accept a complaint, we will explain why, in writing. After that you still have the right to turn to your bank or to the competent court in Brčko District of BiH, in line with the Terms of Service, section 16.

6. Complaints about how the software works

For bugs and problems in the app itself — something does not work, a figure is wrong, a feature behaves unexpectedly — call the same number. That is not a billing complaint and needs no form; fixes ship regularly and at no extra charge.

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