Refund and Cancellation Policy
Cancel whenever you want, in one email, and take your data with you. If Otto is not working for your business, we would rather refund you than argue about it.
No lock-in. No contracts, no minimum term, no cancellation fee, and no requirement to explain yourself. Founding-business pricing is agreed with you individually and nothing is charged before your setup call.
How to cancel
- Email [SUPPORT EMAIL] from the address on your account and say you would like to cancel. One line is enough.
- We confirm within one business day and stop future billing.
- If you want your data, ask in the same email and we will send an export.
If you have a Stripe customer portal link from us, you can also cancel there yourself at any time.
What happens when you cancel
- Your subscription stays active until the end of the period you have already paid for. You keep full access until then.
- You are not billed again after that.
- Your agents stop drafting and sending. Anything already sent stays sent.
- We do not delete your data immediately, in case you come back. It is removed after [NUMBER, e.g. 30] days, or sooner if you ask.
Getting your data
Your knowledge base, approval history, and briefings are yours. Ask at any time — before or after cancelling — and we will send them in a portable format within [NUMBER, e.g. 7] days at no charge. Details are in our Privacy Policy.
Refunds
First payment. If you cancel within [NUMBER, e.g. 14] days of your first payment, we refund it in full, no questions asked.
Later months. Monthly subscriptions are not pro-rated by default: cancelling mid-month keeps your access to the end of the period rather than producing a partial refund.
When we refund anyway. We will refund the current month, in whole or in part, if:
- the service was substantially unavailable or broken for a meaningful part of the period;
- you were billed after cancelling, or billed the wrong amount;
- you were charged for a period in which you did not use the service and had told us you were pausing;
- something went wrong on our side that we agree warrants it.
Ask at [SUPPORT EMAIL]. Approved refunds are returned to your original payment method and typically appear within 5 to 10 business days, depending on your bank.
Pausing instead of cancelling
Seasonal businesses do not need to cancel and start over. Tell us you want to pause and we will suspend billing and keep your knowledge base and settings intact for when you return.
Failed payments
If a payment fails we retry it over the following days and email you. Nothing is cancelled straight away. If it remains unpaid after [NUMBER, e.g. 14] days we may suspend access, and your data is retained under the timelines above so you can pick up where you left off.
Price changes
Your founding-business rate is the rate we agreed with you. If we ever change it, we will give you at least [NUMBER, e.g. 30] days' notice by email, and you can cancel before it takes effect.
Before you dispute a charge
If you see a charge you do not recognise or think is wrong, email [SUPPORT EMAIL] first. We will look into it the same day and refund it if we got it wrong. Card disputes take weeks and cost both of us — a direct email is faster.
Charges from us appear on your statement as [STATEMENT DESCRIPTOR, e.g. OTTO].
Contact
Anything about billing, cancelling, or refunds goes to [SUPPORT EMAIL]. A person reads it.
This policy sits alongside our Terms of Service. Where local consumer or business protection law gives you stronger rights, those rights apply.