Cancellations and Refunds Policy

1.1 Eligibility Criteria:

• Refund requests must be submitted within 30 days of the initial subscription purchase or package activation date
• Applies to all paid subscription plans and packages
• Full refund of the subscription amount paid
• Eligibility verification may be required to prevent abuse
• Only the most recent subscription period is eligible for refund

1.2 Non-Eligible Refunds:

• Subscription renewals beyond the initial 30-day period
• Partial month refunds after the 30-day guarantee period
• Custom enterprise solutions (subject to separate agreement terms)
• Services already fully consumed or utilized beyond reasonable trial usage
• Violations of our Terms of Service or User Conduct policies
• Requests made after account termination for policy violations

You may cancel your subscription at any time through the following methods:

• Account Dashboard: Log in to your Othor AI account and navigate to Settings > Subscription > Cancel Subscription
• Email Request: Send a cancellation request to uk@othor.ai with your account details
• Customer Support: Contact our support team for assistance with cancellation

2.2 Effect of Cancellation:

• Your subscription will remain active until the end of the current billing period
• You will continue to have access to all features until the subscription expires
• No further charges will be applied after the current billing period ends
• Your account will automatically convert to a free tier (if available) or become inactive
• Analysis results and stored configurations will be retained for 90 days post-cancellation

As outlined in our Privacy Policy and Terms of Service:

• Connection Credentials: Immediately removed from our systems upon account termination
• Column Names and Definitions: Retained for 90 days, then permanently deleted
• Analysis Results: Retained for 90 days for potential account reactivation, then permanently deleted
• Usage Data: Anonymized and retained for service improvement purposes in accordance with our Privacy Policy

To request a refund under our 30-day money-back guarantee:

3.2 Refund Processing Timeline:

• Verification: 2-3 business days for eligibility confirmation
• Processing: 7-10 business days from approval date
• Payment Method: Refunds are issued to the original payment method used for purchase
• Bank Processing: Additional 3-5 business days may be required by your financial institution

Once your refund is processed, you will receive:

• Email confirmation with refund transaction details
• Refund reference number for your records
• Estimated date for funds to appear in your account

4.1 Subscription Billing:

• Billing Cycles: Monthly or annual, depending on your selected plan
• Auto-Renewal: Subscriptions automatically renew unless cancelled before the renewal date
• Price Changes: We will notify you at least 30 days before any price changes take effect
• Failed Payments: Service may be suspended if payment fails; you will be notified to update payment information

Pro-rata refunds are not provided except in the following circumstances:

• Service downtime exceeding our Service Level Agreement (SLA) commitments
• Billing errors on our part
• Unauthorized charges (subject to investigation)

4.3 Upgrade and Downgrade Policy:

• Upgrades: Take effect immediately; pro-rated charges apply for the remaining billing period
• Downgrades: Take effect at the next billing cycle; no refunds for unused premium features

Cancellation and refund policies for custom enterprise solutions and custom AI model integrations are governed by individual service agreements. These may include:

• Different notice periods for cancellation
• Custom refund terms based on service utilization
• Specific data handling and retention policies
• Committed usage periods and early termination fees

If you believe you have been incorrectly charged:

• Contact us immediately at uk@othor.ai before initiating a chargeback
• We will investigate and resolve the issue within 5-7 business days
• Legitimate billing errors will be refunded promptly

6.2 Chargeback Policy:

• Chargebacks initiated without contacting us first may result in immediate account suspension
• We reserve the right to dispute illegitimate chargebacks
• Your account may be permanently terminated if chargeback abuse is detected
• Outstanding balances may be sent to collections in accordance with applicable law

Othor reserves the right to terminate or suspend services for violations of our Terms of Service, including but not limited to:

• Prohibited use activities (exploitation, malicious content, harassment)
• Non-payment or payment fraud
• Abuse of refund policy
• Violation of security mechanisms

Refunds in Case of Termination:

• No refunds will be provided if your account is terminated due to Terms of Service violations
• If we terminate service for reasons unrelated to user violations, a pro-rated refund may be issued at our discretion

For questions, concerns, or requests regarding cancellations and refunds:

• Email: uk@othor.ai
• Subject Line: 'Cancellation Request' or 'Refund Request'
• Response Time: We strive to respond within 48-72 hours

We may update this Cancellations and Refunds Policy periodically to reflect changes in our business practices or legal requirements. Significant changes will be communicated via:

• Email notification to registered users
• In-app notifications
• Updates to the 'Last Updated' date at the top of this policy