We want you to buy OtterContact Mail, OtterContact Connect, or OtterContact Sync with confidence. This policy explains when and how you can get a refund.
1. 14-day money-back guarantee
If you're not satisfied with a Pro or Agency plugin license, or an OtterContact Sync subscription, for any reason, email us within 14 days of your original purchase (or, for a subscription, within 14 days of the most recent renewal charge) and we'll issue a full refund — no questions asked.
This guarantee applies to your first purchase of a plan and to each renewal charge individually, so a renewal you didn't mean to let happen is covered the same way a first purchase is.
2. How to request a refund
Email ello@ottercontact.com from the address on your account, with the order/subscription reference from your purchase confirmation email if you have it. We'll confirm the refund and process it back to your original payment method within 5-10 business days, depending on your bank or card issuer.
Requesting a refund cancels the associated subscription and deactivates the license key it issued — we'll confirm both in our reply.
3. Outside the 14-day window
We're happy to consider refund requests made after 14 days on a case-by-case basis — for example, if the Service was materially unavailable or didn't work as described. Email us and we'll take a look; we can't guarantee a refund outside the window, but we'll always respond and explain our decision.
4. Add-ons and one-time purchases
Add-on purchases (such as OtterContact Mail's Template Designer or Campaign Performance add-ons) follow the same 14-day guarantee described above.
5. Chargebacks
If you have a billing concern, please contact us first — most issues are resolved faster by email than by a card chargeback, and a direct refund request is always available within the window above. If a chargeback is filed without giving us the chance to help, we reserve the right to suspend the associated account while the dispute is resolved with our payment processor.
6. Free tier
OtterContact Mail and Connect's Free tier has no charge and nothing to refund. This policy applies to paid Pro/Agency licenses and Sync subscriptions.
7. Contact
Questions about this policy, or a refund request, can be sent to ello@ottercontact.com.