0. The short version
This page is part of our Terms of Service and tells you exactly when a payment comes back to you. It is written to be read once and understood, not to be argued about later.
| What you paid for | Can it be refunded? | How long you have |
|---|---|---|
| Free trial month | Nothing is charged, so there is nothing to refund | no card is asked for |
| Yearly membership | Yes — in full | 14 days from the charge |
| Monthly membership, period already started | Not as a matter of course, but you can cancel any time and keep access to the end of the month you paid for | cancel any time |
| Any membership charged by mistake or not recognized | Yes — in full | no time limit for our own errors |
| Changing to a higher plan | You pay only the difference for the days that are left | immediately |
| Changing to a lower plan | The higher plan runs to the end of the period you paid for, then the price drops | from the next period |
| One-time digital design package, files not yet delivered | Yes — in full | any time before delivery |
| One-time digital design package, files delivered | No, because it cannot be given back | see section 4 |
| Property listing | Free, so there is nothing to refund | — |
1. Who takes the payment, and who returns it
Our payments are handled by Paddle.com Market Limited, acting as merchant of record. That means Paddle is the seller of record on your receipt, Paddle charges your card, Paddle handles sales tax, and Paddle returns the money when a refund is due. You will see Paddle on your card statement.
You can ask either of us. Write to info@otteva.com and we will arrange it with Paddle, or use the link on the receipt Paddle e-mailed you. Nothing is lost by writing to the wrong one of us.
The Paddle Buyer Terms apply to your purchase alongside this page. Where the Paddle Buyer Terms, or the law of the state you live in, give you more than this page does, they win and we will not argue the point.
2. Membership — the free first month
Your first month is free and we do not ask for a payment card to start it. Nothing is charged during the trial, so there is never anything to refund for it.
Nothing is charged automatically when the free month ends. You choose a paid plan yourself, or your account moves to a limited free tier. A free trial never turns into a paid membership on its own.
3. Membership — monthly and yearly
Yearly membership: if you change your mind, write to us within 14 days of the charge and you get the whole amount back, without being asked why. After those 14 days a yearly membership is not refunded as a matter of course, but you can cancel at any time and you keep full access until the end of the year you paid for.
Monthly membership: once a monthly period has started it is not refunded as a matter of course, because the service is available to you for that whole month. You can cancel at any time, in one tap, in Me → Membership; the cancellation stops the next charge and you keep full access until the end of the month you already paid for. We do not charge a cancellation fee and we do not ask you to explain yourself.
Changing your plan is settled pro rata. Moving to a higher plan takes effect immediately and you pay only the difference for the days that are left in the period. Moving to a lower plan takes effect at the start of the next period; until then the higher plan keeps running, because you have already paid for it.
- A charge you do not recognize, a double charge, a charge after you cancelled, or a charge for a period in which the service was unavailable to you: write to us and you get the full amount back. That is our own mistake and there is no time limit on it.
- A price increase we failed to tell you about in advance: the charge comes back in full.
- A renewal after we failed to send you the renewal reminder we promise in our Terms: write to us and we refund it.
Nothing in this section limits the rights the law of your state gives you as a consumer, including any statutory right to cancel or to a refund. If your state gives you more, you get more.
4. One-time digital packages
A design package is digital: you pay once, you send us photographs, and we deliver files to you. Before those files are delivered you can cancel for any reason and get the whole amount back.
Once the files have been delivered, the package is not refundable, because a digital file cannot be returned and the work is already done. You are told this on the payment screen, before you pay, and you have to confirm it there — we do not hide it here.
That does not cover our own failures. If the files never arrive, arrive broken, or are not what the package says you get, write to us: we redo the work, and if you would rather not wait, you get your money back in full.
One-time packages are not subscriptions. They are charged once and never renew.
5. How to ask, and how long it takes
Write to info@otteva.com from the address your account uses, say what the charge was and what happened. You do not need a form, a reason code or a phone call.
We answer every refund request within three business days. When a refund is approved, Paddle sends the money back to the card or account you paid with — typically within three to ten business days, depending on your bank. We cannot pay a refund to a different card or to a different person.
If we say no, we say why, in one plain sentence, and we tell you what you can do next — including contacting Paddle directly and contacting the consumer protection office of your state.
Please write to us before you ask your bank for a chargeback. A chargeback costs everyone weeks; an e-mail usually costs a day. We will not close your account for asking.
6. While OTTEVA is in beta
OTTEVA is early, and parts of the service are switched off on purpose — they are listed in our Terms of Service. If something you were promised in writing is not there when you paid, that is our problem and not yours: write to us and you get the money back, whatever the table above says.
This page is a beta draft. It will be reviewed by counsel before full launch, and if it changes we will e-mail you; a change never applies backwards to a payment you have already made.
7. Contact
Jakub Bárt, business ID 23594284, Bezručova 1643/22, 737 01 Český Těšín, Czech Republic. E-mail info@otteva.com.
Payments and refunds are processed by Paddle.com Market Limited as merchant of record.