Cancellations and Refunds Policy
Last updated: 5 September 2026
How to cancel, when you can get your money back, how long it takes, and what happens to your data afterwards.
1. 30-day money-back guarantee
We offer a 30-day money-back guarantee on all paid plans. If Othor is not right for you, tell us within the first 30 days and we will refund the subscription amount you paid.
1. What is covered:
- Requests submitted within 30 days of the initial subscription purchase or package activation date.
- All paid subscription plans and packages, other than Enterprise agreements (see section 6).
- A full refund of the subscription amount paid for the most recent subscription period.
- One refund per customer. For companies, this means one refund per legal entity, however many workspaces or accounts are created.
Using the product heavily during the 30 days does not disqualify you. The guarantee exists precisely so you can put real work through Othor before committing.
2. What is not covered:
- Subscription renewals beyond the initial 30-day period.
- Partial-period refunds after the 30-day window, except in the circumstances in section 5.2.
- Enterprise agreements and custom deployments, which are governed by your signed contract.
- Accounts terminated for violations of our Terms of Service.
- Repeat signups created to obtain a further refund after one has already been issued.
2. How to cancel
You can cancel in any of these ways:
1. Methods:
- In the product : Settings › Subscription › Cancel subscription.
- By email : write to uk@othor.ai with your account email and workspace name.
- Through support : contact our support team and we will cancel it for you.
2. What happens when you cancel:
- Your subscription stays active until the end of the current billing period.
- You keep access to every feature until it expires.
- No further charges are applied after the current period ends.
- Your account converts to the free tier where one is available, or becomes inactive.
- Cancelling stops future billing. It does not by itself constitute a refund request. See section 4 for refund requests.
3. What happens to your data
These periods match section 16 of our Terms of Service and section 9 of our Privacy Policy.
| Data | What happens |
|---|
| Connection credentials | Removed from our systems when your account terminates |
| Document extracts | Deleted when you disconnect the source, and on account closure. They are not held through the 90-day window. |
| Column names and definitions | Retained 90 days, then permanently deleted |
| Analysis results, metric definitions and workspace configuration | Retained 90 days so you can reactivate, then permanently deleted |
| Query result caches | Expire on their normal TTL; not retained |
| Usage data | Retained in line with our Privacy Policy |
| Billing records | Kept for the period tax, accounting and company law require |
You can export your analysis results and workspace configuration in standard formats at any time during the 90-day window, from Settings › Export. After 90 days the data is gone and cannot be restored.
On a self-hosted deployment your business data never reaches our infrastructure, so there is nothing for us to delete beyond account and billing records.
4. Requesting a refund
1. What to send us:
Email uk@othor.ai with the subject line "Refund request" and include:
- The email address on the account
- Your workspace name
- The plan and billing cycle you are on
- The purchase date
- The Stripe invoice number or transaction id
- Optionally, tell us why Othor did not work for you. It helps us improve and never affects eligibility.
2. Timeline:
| Stage | How long |
|---|
| We acknowledge your request | Within 48–72 hours |
| Eligibility verification | 2–3 business days |
| Refund processed after approval | 7–10 business days |
| Funds appear in your account | A further 3–5 business days, depending on your bank |
3. Taxes and currency:
Refunds include any GST or other transaction tax charged, where the tax is recoverable under applicable law. For payments made in a currency other than the one your card is denominated in, the amount you receive may differ slightly from the amount you paid because of exchange-rate movement between the two transactions. That difference is set by your card network and bank, not by Othor.
Refunds are issued to the original payment method. You will get an email confirmation with the transaction details, a reference number, and an estimated date for the funds to arrive.
5. Billing and payment terms
1. Subscription billing:
- Billing cycles: monthly or annual, depending on your plan.
- Auto-renewal: subscriptions renew automatically unless cancelled before the renewal date. We send a renewal reminder at least 3 days before a monthly renewal and at least 7 days before an annual one. Where your payment runs on a recurring mandate under Indian card rules, Stripe also sends the pre-debit notification those rules require.
- Price changes: at least 30 days' notice before a change takes effect. You can cancel before the new price applies.
- Failed payments: we notify you and give you the chance to update your details. Service may be suspended if payment remains unresolved.
2. Pro-rata refunds outside the guarantee:
After the 30-day window we may issue a pro-rata refund for:
- Service downtime exceeding a service level that applies under your order form
- A billing error on our part
- An unauthorised charge, subject to investigation.
3. Upgrades and downgrades:
- Upgrades take effect immediately, with pro-rated charges for the remainder of the billing period.
- Downgrades take effect at the next billing cycle. There is no refund for unused premium features in the current period.
6. Enterprise agreements
Cancellation and refund terms for Enterprise plans, custom model integrations and self-hosted deployments are governed by your signed service agreement, which may set different notice periods, refund terms based on service utilisation, specific data handling and retention arrangements, committed usage periods, and early termination fees.
Refer to your agreement, or contact uk@othor.ai.
7. Disputed charges and chargebacks
If a charge looks wrong, email uk@othor.ai before raising it with your bank. We investigate and respond within 5–7 business days, and refund legitimate billing errors promptly. This is almost always faster than a chargeback.
Where a chargeback is raised without contacting us first, we will contact you to resolve it and may suspend the account if it is not resolved. We reserve the right to dispute chargebacks we believe are illegitimate, and to terminate accounts where a pattern of chargeback abuse is established. Outstanding balances may be referred for collection in accordance with applicable law.
This section does not limit your right to dispute a transaction with your bank or card network.
8. Termination by Othor
We may suspend or terminate service for breach of our Terms of Service, including prohibited use, non-payment or payment fraud, abuse of this refund policy, and attempts to bypass security mechanisms.
- No refund is issued where an account is terminated for a breach of the Terms of Service.
- Where we terminate for reasons unrelated to your conduct, such as discontinuing a plan, we issue a pro-rata refund for the unused portion of the period.
9. Contact
- Cancellations, refunds and billing: uk@othor.ai. Subject line: "Cancellation request" or "Refund request".
- Security and data handling questions: security@othor.ai.
We aim to respond within 48–72 hours.
10. Policy updates
We may update this policy to reflect changes in our business practices or legal requirements. Significant changes are communicated by email to registered users and in-app notification, and the date at the top of this page is updated. Continued use of our services after an update constitutes acceptance of the revised policy.
11. Governing law
This policy is governed by the laws of India. Disputes about cancellations, refunds or billing are resolved in accordance with our Terms of Service, through binding arbitration in Bangalore, Karnataka.
12. Consumer rights
This policy does not affect your statutory rights as a consumer under applicable law. Where mandatory consumer protection law applies to you, those rights take precedence over this policy.