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Refund Policy

Last updated: 2026-07-16

Otto's core service — the inbox scan, the subscriptions dashboard and assisted cancellations — is free. The only thing Otto ever charges is a success fee when a negotiation it runs on your behalf obtains a verified saving (see section 6 of the Terms of Service). This policy explains when and how a success-fee charge can be refunded. Questions go to support@ottopocket.com.

1. When Otto charges you

Otto charges the success fee — 25% of the total verified saving over the duration of the promotion obtained — only after the saving has been confirmed on your subsequent bill from the provider. The fee is calculated on the real difference you pay (your bill before vs. after the negotiation), never on the "% off" figures a provider advertises. If Otto doesn't obtain a saving, nothing is charged and there is nothing to refund. Otto does not store your card: when a saving lands, it sends you a payment link for that exact amount and you pay it yourself.

2. Statutory right of withdrawal

If you are a consumer in a jurisdiction whose laws grant a statutory cooling-off period over the fee charge, that right is unaffected by anything in this policy:

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

To exercise it, email support@ottopocket.com from the address on your Otto account, say you are exercising your statutory right of withdrawal, and include the date of the charge. We issue a full refund within 10 business days. Note that withdrawing from the fee does not undo the negotiated discount itself — that stays between you and your provider.

3. Fee-specific refunds

Beyond statutory rights, a success-fee charge is refundable in these situations:

  • The saving was never applied. If the discount Otto reported as verified does not actually appear on your bills, the fee is refunded in full. Send us the bill and we will verify against it.
  • The provider reverted the discount early. If the provider withdraws the negotiated discount before the end of the promotion period the fee was calculated over, and Otto cannot restore it, we refund the portion of the fee corresponding to the months you did not receive.
  • Charge error. Duplicate charges, wrong amounts, or a fee computed on the wrong subscription are refunded in full, plus we fix the underlying record.

A fee charged on a saving that was genuinely applied for the full promotion period is earned and, outside the statutory window in section 2, is not refundable — that is the deal: you keep 75% of a saving you would not otherwise have, and Otto keeps 25%.

4. How to request a refund

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

  1. The date and amount of the fee charge.
  2. Whether you are invoking your statutory right of withdrawal (section 2) or one of the fee-specific grounds (section 3) — if unsure, just describe what happened and we'll figure out which one covers you.
  3. For section-3 requests: the provider bill(s) showing the missing or reverted discount, if you have them. It speeds up verification considerably.

We respond within 2 business days. Approved refunds are processed through the payment processor that took the charge (Mercado Pago or Mobbex) and typically arrive within 5-10 business days, depending on your bank or card 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 negotiation 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 Otto cannot refund

  • Charges that third-party services made to your card — Netflix, Spotify, your telco, gym memberships, etc. Otto can help you cancel or negotiate those subscriptions, but it cannot refund charges those merchants made to you. Direct those requests to the merchant's own customer support.
  • The negotiated price itself. Otto's fee is refundable under the rules above; the amounts you pay your provider are governed by your contract with the provider.

7. Fraud and abuse

Refunds are granted in good faith. We reserve the right to deny requests that show signs of fraud — for example, disputing a saving that your own bills show was applied — and to explain the reason in writing.

8. 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.

9. Contact

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