u/H0me5ick

Posting as advice so nobody else gets stung, I nearly did..

If anyone else has had the displeasure of dealing with Onestream and the extortionate cancellation fees - there's a way to have them remove the equipment fee and save some serious money (in my case, £125).

When terminating early, they will try to charge you for the equipment - if you raise a complaint explaining that this is rented to yourself and you never agreed to purchase this, they'll wipe the fee entirely.

Here's the email I sent to avoid the fee - someone from the complaints team called me less than 1 hour later and agreed to wipe the charge entirely:

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I am writing to formally dispute the £125 equipment charge that has been applied to my account.

I intend to return the router and all associated equipment in it's original packaging once my contract has been terminated. Under the terms and conditions published on your website, the router is rented equipment and remains the property of OneStream at all times. The relevant clause states:

"The price paid for the router and/or other provided hardware is a rental fee and the router and/or other provided hardware will always remain our property. Title of the equipment does not pass to you under any circumstances."

As this equipment remains your property and will be returned in full, I do not believe the £125 charge is valid. At no point did I agree to purchase the router, nor has ownership of the equipment ever transferred to me. My billing history also reflects a monthly rental charge for the equipment rather than a purchase agreement.

I will return the router, original packaging, and all supplied cabling in accordance with your return process. In light of the above, I request that the £125 equipment charge be removed from my final bill and any early termination charges.

Please confirm in writing that this charge will be removed and that no equipment fee will be payable upon receipt of the returned equipment.

I look forward to your response.