Refund Policy

Last updated: 2026-05-20

This policy explains when and how you can get a refund on an Otto Pro charge. The free version of Otto is always free; this policy only applies to paid subscriptions. Questions go to support@ottopocket.com.

1. The 7-day free trial

Otto Pro starts with a 7-day free trial. You are not charged during the trial, and you can cancel it at any time from Settings → Subscription with no further charges. The trial is the primary mechanism we use to make sure you only pay once you've seen what Otto does for your inbox — most cases that other services treat as "refund situations" are covered by simply not letting the trial convert.

2. Statutory right of withdrawal

If you are a consumer purchasing Otto Pro from a jurisdiction whose laws grant you a statutory cooling-off period, you may exercise that right within the period set by your jurisdiction. Concretely:

• Argentina — Article 34 of Ley 24.240 (Ley de Defensa del Consumidor) grants you 10 calendar days from your first paid charge to revoke the contract, without justification.
• European Union and United Kingdom — applicable consumer law grants you 14 calendar days from your first paid charge to withdraw from the contract.
• Other jurisdictions — if mandatory local consumer protection law grants you a longer or different cooling-off period, that period applies.

To exercise this right, email support@ottopocket.com from the address associated with your Otto account, mention that you are exercising your statutory right of withdrawal, and include the date of the charge you want refunded. We will issue a full refund through Stripe within 10 business days. Statutory cooling-off rights apply once per customer (your first paid charge only) and are not contingent on how you used Otto inside the cooling-off window — that's what "mandatory" means in consumer law.

3. General refund policy (outside the statutory window)

Beyond statutory cooling-off periods, Otto offers a discretionary refund window for first-time customers, gated by how much value you've already extracted from Otto Pro on the charge being refunded. We call this the "Pro-usage threshold".

What counts as Pro usage. Anything where Otto did something on your behalf, or where you actively used a Pro-gated feature in a way that produced a result for you. Specifically:

• Each cancellation, negotiation, or refund attempt Otto sent on your behalf — one per attempt, regardless of how many emails were exchanged with the provider.
• Each inbox-cleanup batch Otto executed (move-to-trash or permanent delete) — one per batch.
• Each Otto Chat session in which Otto took action on your behalf — searched your Gmail, drafted an email, or modified one of your subscription records — counted once per calendar day, regardless of how many messages were in the session.
• Each day in which you made substantive use of the dashboard — viewing the locked subscriptions list, using filters or sort beyond the default view, exporting your data, editing two or more subscription records, or using any other Pro-gated UI feature in a way that produced a result. Counted at most once per calendar day.
• Any other use of Otto Pro that, in our reasonable judgment, indicates you received meaningful value from the subscription during the cycle being refunded.

Things that do not count: signing in, scrolling through the dashboard without acting on anything, viewing the help docs, connecting or disconnecting a Gmail account, or any action you took before the paid charge was processed (i.e., during the free trial).

3.1 Monthly plan

• Within 7 days of your first paid monthly charge and with 1 or fewer Pro-usage events on the cycle being refunded: full refund on request.
• After 7 days, or with 2 or more Pro-usage events in the billing cycle: no refund. You can still cancel renewal and you will keep Pro access through the end of the billed period.

3.2 Annual plan

• Within 30 days of your annual charge and with 4 or fewer Pro-usage events on the annual cycle: full refund on request.
• After 30 days, or with 5 or more Pro-usage events: no refund. Cancellation stops auto-renewal and you keep Pro access through the end of the annual period.

3.3 One refund per customer

Refunds under section 3 are granted once per customer account. A subsequent refund request from the same account will be declined regardless of which charge it references. Statutory cooling-off (section 2) is separate from this limit — exercising a statutory right does not consume your general-policy refund.

4. How to request a refund

Email support@ottopocket.com from the address on your Otto account with:

1. The date of the charge you want refunded.
2. Whether you are invoking your statutory right of withdrawal (section 2) or asking under the general policy (section 3) — if unsure, just say so and we'll figure out which one covers you.
3. (Optional) A short note on what didn't work for you. Not required for the refund, but it helps us improve Otto.

We respond within 2 business days. Approved refunds are processed through Stripe and typically arrive in your bank account within 5-10 business days, depending on your issuer.

5. Chargebacks

Please email us before filing a chargeback with your bank. A unilateral chargeback without a prior refund request will result in suspension of your Otto account and any open active-action threads being aborted. We're a small team and a direct email is faster, easier and more likely to resolve the issue in your favour than a months-long bank dispute.

6. What is not refundable

• Charges that fall outside the windows set in sections 2 and 3.
• Charges where the cycle's Pro-usage events exceed the per-plan threshold in section 3 (you've already received the service you paid for).
• Any second or subsequent refund request from an account that already received a general-policy refund (per section 3.3).
• Charges that third-party services applied to your card — Netflix, Spotify, gym memberships, etc. Otto can help you cancel those subscriptions, but Otto cannot refund charges that those merchants made to you. Direct refund requests to the merchant's own customer support.
• Setup fees, taxes already remitted to a tax authority on a charge older than the refund window, and any portion of a charge already paid out to a downstream processor that won't reverse (Otto absorbs Stripe's fees on refunds we issue inside the windows above).

7. Cancellation vs. refund

These are different actions:

• Cancel stops future auto-renewal. You keep Pro access through the end of the period you already paid for. No new charges will be issued. You can cancel any time from Settings → Subscription with no questions asked and no justification required.
• Refund returns money already paid. Pro access ends immediately upon refund (you can't both keep the service and get the money back). Refunds are subject to the windows and thresholds above.

8. Fraud, abuse and manifestly unreasonable usage

Refunds are granted in good faith. We reserve the right to deny any refund request that shows signs of fraud, account-recycling to repeatedly obtain refunds, automation designed to extract value before refund, or other forms of manifest abuse of this policy. In those cases we will explain the reason in writing.

9. Governing law

This policy is part of Otto's Terms of Service and is governed by the laws of the State of Wyoming, United States — except where mandatory consumer-protection law in your jurisdiction grants you rights that cannot be waived by contract (such as the statutory cooling-off rights in section 2), in which case those rights prevail.

10. Contact

For any refund question, write to support@ottopocket.com from the email associated with your Otto account.