Refund & Cancellation Policy

1. Overview

At OTAlytics, we want you to be satisfied with our Service. This Refund & Cancellation Policy explains your rights regarding subscription cancellations, refunds, plan changes, and data retention.

This policy applies to all paid subscription plans (Starter, Growth, and Pro). The Free plan does not involve payments and can be canceled at any time without financial implications.

This policy complies with EU consumer protection laws, including the Consumer Rights Directive 2011/83/EU.

2. 14-Day Money-Back Guarantee

2.1 First-Time Subscribers

We offer a 14-day money-back guarantee for first-time subscribers to any paid plan (Starter, Growth, or Pro).

If you are not satisfied with the Service within the first 14 days of your initial subscription, you can request a full refund by contacting support@otalytics.com.

2.2 Eligibility Requirements

To qualify for the 14-day money-back guarantee, you must:

• Be a first-time subscriber (never had a paid plan before)
• Request the refund within 14 calendar days of your initial payment
• Not have violated our Terms of Service or Acceptable Use Policy
• Not have been flagged for fraudulent activity or abuse

2.3 What Happens After a Refund

Upon approval of your refund request:

• Your subscription will be canceled immediately
• You will receive a full refund of your first payment
• Your account will be downgraded to the Free plan
• Data exceeding Free plan limits will become read-only
• You can continue using the Free plan indefinitely

2.4 Exclusions

The 14-day money-back guarantee does NOT apply to:

• Subscription renewals (second month onwards)
• Plan upgrades or downgrades
• Returning customers who previously canceled
• Enterprise or custom plans (subject to separate agreements)

3. Cancellation Process

3.1 How to Cancel

You can cancel your subscription at any time through:

• Account Settings: Dashboard > Settings > Subscription > Cancel Plan
• Stripe Customer Portal: Access the portal link from your account settings or billing email
• Email Support: Contact support@otalytics.com with your cancellation request

3.2 When Cancellation Takes Effect

Cancellations are processed at the end of your current billing period.

Example: If you subscribe on January 1st and cancel on January 15th, you will retain access until February 1st (end of the billing period).

You will NOT be charged for the next billing period.

3.3 Immediate Cancellation

If you want to cancel immediately (before your billing period ends), you can request immediate cancellation by contacting support. However:

• You will NOT receive a pro-rated refund for the remaining days
• Your account will be downgraded to the Free plan immediately
• Data exceeding Free plan limits will become read-only

3.4 Confirmation

After canceling, you will receive a confirmation email with:

• Cancellation confirmation
• Date when subscription ends
• Information about data retention
• Instructions for reactivation if desired

4. Refund Eligibility

4.1 When Refunds Are Granted

Beyond the 14-day money-back guarantee, refunds may be granted in the following exceptional circumstances:

• Service Downtime: Extended outages exceeding 7 consecutive days (pro-rated refund)
• Billing Errors: You were charged incorrectly due to a system error
• Duplicate Charges: You were charged more than once for the same subscription period
• Unauthorized Charges: Your payment method was charged without your authorization
• Service Not Delivered: You paid but did not receive access to the Service

4.2 Discretionary Refunds

We may grant discretionary refunds on a case-by-case basis for extenuating circumstances. Contact support@otalytics.com with details of your situation.

4.3 EU Right of Withdrawal

Under EU consumer protection laws, you have the right to withdraw from your purchase within 14 days without giving a reason. However:

• This right applies only to the initial purchase (not renewals)
• By using the Service immediately after purchase, you waive the standard 14-day withdrawal period
• Our 14-day money-back guarantee serves as an equivalent consumer protection

5. Non-Refundable Situations

5.1 No Pro-Rated Refunds

We do NOT offer pro-rated refunds for:

• Mid-cycle cancellations (you keep access until period ends)
• Plan downgrades (difference is not refunded)
• Unused time in your billing period
• Features you did not use

5.2 Subscription Renewals

Subscription renewals (second month onwards) are non-refundable unless there is a billing error or service failure.

You are responsible for canceling before your renewal date if you do not wish to continue.

5.3 Violations of Terms

If your account is terminated due to violations of our Terms of Service or Acceptable Use Policy, you are NOT eligible for a refund.

5.4 Change of Mind

After the 14-day money-back guarantee period, refunds are not granted simply because you changed your mind or no longer need the Service.

6. Refund Processing

6.1 How to Request a Refund

To request a refund, email support@otalytics.com with:

• Your account email address
• Reason for the refund request
• Transaction ID or payment date (if applicable)
• Any supporting documentation (for disputes or errors)

6.2 Review Process

We will review your refund request within 3-5 business days and respond with:

• Approval and refund confirmation
• Denial with explanation
• Request for additional information

6.3 Refund Timeline

Once approved, refunds are processed as follows:

• Credit/Debit Cards: 5-10 business days (depends on your bank)
• PayPal/Digital Wallets: 3-5 business days
• Bank Transfers: 7-14 business days

Refunds are issued to the original payment method. We cannot refund to a different payment method.

6.4 Refund Confirmation

You will receive an email confirmation when:

• Your refund request is approved
• The refund has been processed by Stripe

If you do not see the refund after the expected timeframe, contact your bank or payment provider.

7. Plan Downgrades

7.1 How Downgrades Work

You can downgrade your plan at any time (e.g., from Pro to Growth, or Growth to Starter).

Downgrades take effect at the end of your current billing period. You will continue to have access to your current plan features until then.

7.2 No Refunds for Downgrades

The difference in price between your current plan and the lower-tier plan is NOT refunded.

Example: If you're on the Pro plan (€99/month) and downgrade to Growth (€39/month) on day 15, you will not receive a €60 refund. You'll keep Pro access until the end of the billing period, then be charged €39 on the next cycle.

7.3 Data and Limits

When downgrading:

• Tours and keywords exceeding the new plan limits become read-only
• You must remove excess items before adding new ones
• Historical data is retained according to the new plan's retention period
• Data older than the new limit is archived (not deleted)

8. Plan Upgrades

8.1 How Upgrades Work

You can upgrade your plan at any time (e.g., from Free to Starter, or Starter to Pro).

Upgrades take effect immediately, and you gain access to the new plan features right away.

8.2 Pro-Rated Billing

When you upgrade mid-cycle, you will be charged:

• A pro-rated amount for the remainder of your current billing period
• The full amount of the new plan on the next renewal date

Example: If you're on Starter (€19/month) and upgrade to Pro (€99/month) on day 15, you'll be charged approximately €40 (half of €80 difference) immediately, then €99 on your next billing date.

8.3 Billing Cycle Alignment

Your billing date remains the same after an upgrade. The pro-rated charge ensures you're only paying for the days you use the higher-tier plan.

9. Failed Payments

9.1 Payment Retry Schedule

If your subscription payment fails (expired card, insufficient funds, etc.), we will attempt to charge your payment method:

• Immediately (1st attempt)
• 3 days later (2nd attempt)
• 7 days later (3rd attempt)

9.2 Notification

You will receive email notifications after each failed payment attempt with instructions to update your payment method.

9.3 Subscription Suspension

If payment fails after 3 attempts (10 days total):

• Your subscription will be canceled
• Your account will be downgraded to the Free plan
• Data exceeding Free plan limits becomes read-only
• No refund is issued for the incomplete billing period

9.4 Reactivation

You can reactivate your subscription at any time by updating your payment method and re-subscribing.

10. Data After Cancellation

10.1 Free Plan Downgrade

When you cancel a paid plan, your account is automatically downgraded to the Free plan.

What this means:

• You can continue tracking 1 tour with 1 keyword on 1 platform
• Historical data is limited to 30 days (older data is archived)
• Tours/keywords exceeding Free limits become read-only
• You cannot add new tours or keywords until you upgrade or remove existing ones

10.2 Data Retention

We retain your data as follows after cancellation:

• Account data: Retained indefinitely (until you delete your account)
• Active tour data: Retained according to Free plan limits (30 days)
• Archived data: Retained for 90 days, then permanently deleted
• Billing history: Retained for 7 years (legal requirement)

10.3 Data Export

Before canceling, we recommend exporting your data:

• Dashboard > Settings > Export Data
• Available formats: CSV, JSON
• Includes all ranking history, tours, keywords

10.4 Account Deletion

If you want to permanently delete your account and all data:

• Dashboard > Settings > Delete Account
• Or email support@otalytics.com

Account deletion is permanent and cannot be undone. All data is deleted within 30 days (except billing records required by law).

11. Reactivation

11.1 Reactivating a Canceled Subscription

If you canceled your subscription and want to reactivate it:

• Log in to your account
• Go to Dashboard > Settings > Subscription
• Select a paid plan and complete payment

11.2 Data Recovery

If you reactivate within 90 days of cancellation:

• Archived data will be restored
• You'll regain access to all tours and keywords
• Historical data within your new plan's retention period will be available

If you reactivate after 90 days, archived data is permanently deleted and cannot be recovered.

11.3 Pricing

Reactivation is charged at the current plan price (not your previous price if it has changed).

12. Billing Disputes

12.1 How to Dispute a Charge

If you believe you were charged incorrectly:

1. Contact us first: Email support@otalytics.com with details of the disputed charge
2. Provide documentation: Include transaction ID, date, amount, and reason for dispute
3. We will investigate: Within 5 business days

12.2 Chargeback Warning

Please contact us before filing a chargeback with your bank.

Chargebacks have negative consequences:

• Your account will be immediately suspended
• We may be unable to reinstate your account
• You may lose access to your data
• We incur significant fees from payment processors

Most billing issues can be resolved quickly by contacting us directly.

12.3 Fraudulent Activity

If your payment method was used without your authorization, contact us immediately at support@otalytics.com and your bank/card issuer.

We will investigate and, if confirmed, issue a full refund and help secure your account.

13. Contact Us

For questions about refunds, cancellations, or billing:

Email: support@otalytics.com
Billing Support: billing@otalytics.com

We aim to respond to all inquiries within 1 business day (Monday-Friday, 9 AM - 6 PM CET).