Refund Policy

Last Updated: September 2026

This Refund Policy (the “Policy”) governs all requests for refunds, credits, chargebacks, and cancellations relating to subscriptions, licenses, and paid services offered through otwayite.net (the “Service”), which is owned and operated by Otwayite (“we,” “us,” “our,” or the “Company”). This Policy forms an integral part of, and is incorporated by reference into, our Terms of Service and any other agreement governing your use of the Service.

PLEASE READ THIS POLICY CAREFULLY BEFORE PURCHASING, SUBSCRIBING TO, RENEWING, OR USING THE SERVICE. By purchasing, subscribing to, renewing, or using the Service, or by clicking any button or checkbox indicating your acceptance, you acknowledge that you have read, understood, and agreed to be bound by this Policy. If you do not agree with this Policy in its entirety, you must not purchase or use the Service.

1. Purpose and Interpretation

1.1. The purpose of this Policy is to establish clear, consistent, and enforceable terms regarding the circumstances under which payments made to Otwayite may be refunded, credited, or retained, and to define the procedures by which you must submit any refund request.

1.2. This Policy is intended to comply with applicable United States federal and state laws, including, without limitation, the Federal Trade Commission Act (15 U.S.C. § 41 et seq.), the Restore Online Shoppers’ Confidence Act (“ROSCA,” 15 U.S.C. § 8401 et seq.), applicable state automatic renewal and continuous service statutes (including, without limitation, the California Automatic Renewal Law, Cal. Bus. & Prof. Code §§ 17600–17606, and analogous statutes in other states), and applicable state consumer protection and unfair trade practice laws. Nothing in this Policy is intended to waive, limit, or disclaim any right or remedy that cannot lawfully be waived, limited, or disclaimed under applicable law.

1.3. Section headings are provided for convenience only and shall not affect the interpretation of any provision. The words “including,” “includes,” and “such as” are deemed to be followed by the words “without limitation.” The singular includes the plural and vice versa.

2. Definitions

For purposes of this Policy, the following terms have the meanings set forth below:

• “Account” means the registered user account through which you access the Service.
• “Applicable Law” means all federal, state, local, and international laws, statutes, regulations, rules, ordinances, and orders applicable to the Service, the parties, or the subject matter of this Policy.
• “Billing Period” means the recurring interval (e.g., monthly, quarterly, or annual) for which a Subscription Fee is charged.
• “Effective Date” means the date on which your initial paid Subscription begins.
• “Subscription Fee” means the amount charged for access to or use of a paid tier of the Service, exclusive of any applicable taxes, duties, or surcharges.
• “Subscription” means any paid, recurring, or term-based license or access plan for the Service.
• “Subscription Term” means the duration for which a Subscription is purchased or is set to renew.
• “Refund” means a return, in whole or in part, of a Subscription Fee or other amount previously paid to Otwayite.
• “Credit” means a non-monetary allowance applied to your Account that may be used toward future Subscription Fees, and which has no cash value and is not redeemable for cash.

3. Scope and Applicability

3.1. This Policy applies to all purchases of Subscriptions, one-time licenses, add-on features, usage-based charges, overage fees, professional services, onboarding or implementation fees, and training services purchased directly from Otwayite through otwayite.net or through an authorized sales representative.

3.2. This Policy does not apply to: (a) purchases made through a third-party marketplace, app store, reseller, or distributor, which are governed by that third party’s refund policies and procedures; (b) purchases governed by a separately executed written agreement that expressly supersedes this Policy; or (c) any free or trial-based access, which is provided without charge and therefore without payment subject to refund.

3.3. In the event of a direct conflict between this Policy and a separately executed written agreement signed by an authorized officer of Otwayite, the terms of the executed agreement shall control solely with respect to the subject matter in conflict.

3.4. This Policy applies only to the original purchaser of record. Rights and benefits under this Policy are personal to the Account holder, are non-transferable, and do not pass to any assignee, successor, or third party.

4. Free Trials, Freemium Access, and Promotional Periods

4.1. If you do not provide payment information at the commencement of a free trial, no payment obligation arises and no refund is applicable. Upon expiration of the trial, your access will terminate unless you elect to convert to a paid Subscription.

4.2. If you provide payment information at the commencement of a free trial, your Subscription will automatically convert to a paid Subscription and the applicable Subscription Fee will be charged at the end of the trial period unless you cancel before the end of the trial. Failure to cancel prior to the end of the trial period will result in the charge of a Subscription Fee, which is non-refundable except as expressly provided in this Policy or as required by Applicable Law. We will disclose the length of the trial, the price, and the billing frequency, and the cancellation method, at or before the time you provide payment information.

4.3. Promotional, introductory, discounted, and lifetime or “grandfathered” pricing plans are offered subject to the specific terms presented at the time of purchase. Such promotional terms may limit or eliminate refund eligibility. Where a promotional term conflicts with this Policy, the promotional term controls solely as to the promotion.

5. Subscription Billing and Automatic Renewal

5.1. Automatic Renewal. Unless you cancel in accordance with Section 14 below, your Subscription will automatically renew at the end of each Subscription Term, and the applicable Subscription Fee will be charged to your designated payment method at the then-current rate. We will provide the automatic renewal disclosures required by Applicable Law, including the amount, frequency, and cancellation procedure, in a clear and conspicuous manner before obtaining your billing information.

5.2. Authorization. By providing a payment method, you authorize Otwayite and its payment processors to charge that payment method on a recurring basis for all Subscription Fees, taxes, and authorized charges until your Subscription is properly cancelled.

5.3. Price Changes. We may modify Subscription Fees for any renewal term upon notice provided in accordance with Applicable Law. Your continued use of the Service after the effective date of a price change constitutes acceptance of the new price. If you do not accept a price change, you must cancel before the renewal date to avoid being charged at the new rate.

5.4. Taxes and Fees. Subscription Fees are exclusive of all applicable sales, use, value-added, goods and services, and similar taxes, which are your responsibility. Taxes, bank fees, currency conversion charges, and payment processor surcharges are non-refundable.

6. General Refund Standard

6.1. Except as expressly stated in this Policy or as required by Applicable Law, all Subscription Fees and other amounts paid to Otwayite are non-refundable and non-creditable. Purchases of digital services, software licenses, and subscription access are deemed final upon the earlier of (a) delivery of access credentials or activation of the Subscription, or (b) the close of the first Billing Period.

6.2. Requests for refunds are evaluated on a case-by-case basis at the sole and reasonable discretion of Otwayite, subject to any non-waivable rights conferred by Applicable Law. The granting of a refund in one instance does not create an obligation to grant a refund in any other instance, nor does it constitute a waiver of any provision of this Policy.

6.3. Refunds are issued only to the original payment method used for the purchase, unless Applicable Law, card network rules, or payment processor requirements dictate otherwise. Refunds are issued in the original currency of the transaction. Otwayite is not responsible for fluctuations in currency exchange rates or for fees imposed by your bank, card issuer, or payment provider in connection with a refund.

6.4. Refunds are limited, in the aggregate, to the total amount actually paid by you to Otwayite for the specific Subscription or purchase at issue, and shall not exceed the amounts paid during the twelve (12) months immediately preceding the date of the refund request, unless Applicable Law requires otherwise.

7. Circumstances Under Which a Refund May Be Granted

Subject to the conditions, exclusions, and limitations set forth in this Policy, Otwayite may, in its reasonable discretion, grant a refund or Credit where one or more of the following circumstances apply:

1. Billing Error. You were charged an amount demonstrably inconsistent with the price disclosed to you at the time of purchase, or you were charged more than once for the same Billing Period, or you were charged for a Subscription you had properly cancelled in accordance with Section 14 at least three (3) business days before the renewal charge date.
2. Unauthorized Transaction. A charge was made to your payment method without your authorization, and you promptly reported it to us and cooperated fully with our investigation, and the unauthorized nature of the transaction is verified by our reasonable investigation.
3. Verified Service Failure. The Service suffered a material, sustained failure that deprived you of substantially all access to the core functionality of the Service for a period exceeding (a) seven (7) consecutive calendar days, or (b) an aggregate of fifteen (15) calendar days within a single Billing Period, and such failure was not caused by your acts, omissions, systems, or third-party infrastructure outside our control, and you reported such failure to us promptly and provided us a reasonable opportunity to remediate.
4. Duplicate Purchase. You inadvertently purchased the same Subscription or license more than once within a seventy-two (72) hour period and the duplicate purchase has not been substantially used.
5. Failure to Provide Access. You paid for a Subscription but, for reasons attributable to Otwayite, never received activation or access credentials, and the condition was not remedied within seven (7) business days following your written notice to us.
6. Statutorily Mandated Refund. A refund is required by Applicable Law, including any non-waivable consumer protection right, cancellation right, or statutory warranty.

Any refund granted under this Section 7 is subject to the exclusions in Section 8 and the limitations in Sections 20 through 23.

8. Circumstances Under Which Refunds Will Not Be Granted

Without limiting the generality of Section 6.1, and to the maximum extent permitted by Applicable Law, no refund, Credit, or adjustment will be granted in connection with any of the following:

1. Change of Mind. You no longer wish to use the Service, you changed your business plans, your project was cancelled or deprioritized, or you determined the Service does not meet your needs, except where a statutory cancellation right applies (see Section 19).
2. Lack of Use. You did not use the Service, under-used the Service, or failed to activate or configure the Service, during all or part of a Billing Period. Unused Subscription time is forfeited and is not refundable or creditable.
3. Partial-Term Refunds. You request a refund for a portion of a prepaid Subscription Term, including monthly, quarterly, annual, multi-year, or prepaid commitment terms. Subscription Fees are charged for the full Subscription Term and are not prorated upon cancellation, except as expressly stated in this Policy.
4. Failure to Cancel. You failed to cancel your Subscription in accordance with Section 14 before the applicable renewal date, or you failed to comply with the cancellation procedures set forth in this Policy or in the Service interface.
5. Account Violations. Your Account was suspended or terminated, or your access was limited, due to your violation of our Terms of Service, Acceptable Use Policy, or Applicable Law, including, without limitation, fraudulent activity, abuse of the Service, circumvention of usage limits, chargeback abuse, or infringement of third-party rights.
6. Dissatisfaction with Features. The Service does not include a feature, integration, or capability that was not expressly promised in writing, or you are dissatisfied with design, user experience, roadmap, or product direction decisions, absent a verified Service failure under Section 7(3).
7. Third-Party Dependencies. Any failure, degradation, or interruption arising from your equipment, software, network, internet service provider, third-party integrations, third-party APIs, hosting environments, or acts of God, or from any cause outside Otwayite’s reasonable control.
8. Consumed Professional Services. Onboarding, implementation, migration, configuration, consulting, training, custom development, and other professional services that have been performed or substantially performed.
9. Third-Party and Marketplace Purchases. Purchases made through app stores, marketplaces, resellers, or distributors, which must be directed to the applicable third party in accordance with that third party’s policies.
10. Add-Ons and Usage Charges. Fees for add-on modules, overage charges, usage-based consumption charges, API call charges, data storage charges, SMS or messaging charges, and similar consumption-based items, whether or not the associated capacity was fully utilized.
11. Discounted, Promotional, and Non-Refundable Purchases. Purchases expressly designated as non-refundable, final sale, or non-cancellable at the point of sale, and purchases made using a non-refundable promotion or promotional credit.
12. Expired Request Window. Refund requests submitted more than thirty (30) calendar days after the charge in question, except where a longer period is required by Applicable Law.
13. Repeat or Abusive Requests. Serial, repetitive, bad-faith, or abusive refund requests, or requests submitted after a previously granted refund or Credit for the same charge.
14. Business and Enterprise Accounts. Refunds for Enterprise, custom, or negotiated plans, which are governed exclusively by the negotiated written agreement and Section 18 of this Policy.

9. Service Level Commitments and Outage Credits

9.1. If your Subscription is subject to a written Service Level Agreement (“SLA”) or a published uptime commitment, your sole and exclusive remedy for any failure to meet the commitment shall be the service credits expressly provided in the SLA, if any, and not a monetary refund, unless the SLA expressly provides otherwise.

9.2. To receive any outage credit, you must submit a written request to [email protected] within fifteen (15) calendar days after the end of the month in which the alleged failure occurred, and you must include sufficient detail (including timestamps, error messages, and affected functionality) to permit verification. Requests submitted after this period are waived.

9.3. Service credits, where offered, are applied to future Subscription Fees only, are not redeemable for cash, are not transferable, and expire twelve (12) months from issuance if unused.

10. How to Submit a Refund Request

10.1. To request a refund, you must submit a written request using the following procedure:

1. Send an email to [email protected] with the subject line “Refund Request – [Your Account Email].”
2. Include your full legal name, Account email address, Account ID (if available), the date of the charge, the amount charged, the last four (4) digits of the payment method used, and the invoice or transaction identification number.
3. Provide a detailed written explanation of the basis for your request, including the specific provision of Section 7 on which you rely and all supporting documentation (such as screenshots, error logs, correspondence, or technical evidence).
4. Confirm the refund amount requested and the payment method to which the refund should be directed.
5. Respond promptly and completely to any follow-up inquiries from our support or billing team.

10.2. Refund requests must be submitted by the Account holder of record. Requests submitted by third parties, unauthorized agents, or individuals who cannot verify control of the Account will be denied.

10.3. Incomplete, unclear, or unsupported requests may be denied or placed on hold pending receipt of the required information. Our request for additional information does not constitute acceptance of the request.

10.4. You may also contact us by telephone at +12155550114 or by mail at 1608 Walnut Street, Suite 1105, Philadelphia, PA 19103, United States; however, written requests submitted to [email protected] are required for a refund request to be formally initiated and timestamped.

11. Review, Verification, and Decision

11.1. We will acknowledge receipt of a complete refund request within five (5) business days and will use reasonable efforts to complete our review within thirty (30) calendar days of receipt of a complete request. Complex matters may require additional time, and we will notify you of any material delay.

11.2. We reserve the right to investigate any refund request, including by reviewing Account activity logs, usage records, billing records, and communication history, and by coordinating with our payment processors. You agree to cooperate reasonably with any such investigation and to provide accurate information.

11.3. All decisions regarding refund eligibility are made at the reasonable discretion of Otwayite, except where Applicable Law mandates a specific outcome. Where a refund is denied, we will provide a written explanation of the basis for denial and information regarding any further remedy that may be available under Applicable Law or Section 25.

11.4. Before or in lieu of issuing a monetary refund, we may, at our discretion, offer an extension of your Subscription Term, a service Credit, a plan downgrade, or technical remediation. Acceptance of any such alternative remedy constitutes full and final satisfaction of the underlying request and waiver of the monetary refund claim with respect to that charge, to the maximum extent permitted by Applicable Law.

12. Refund Processing and Timelines

12.1. Approved refunds are processed within ten (10) to fifteen (15) business days after approval, although actual posting to your account may take longer depending on your financial institution, card issuer, or payment provider. We do not control third-party processing timelines and are not responsible for delays caused by such third parties.

12.2. Refunds are issued only to the original payment method. If the original payment method is no longer valid or available, we may, in our discretion, issue a Credit, a check, or such other form of payment as is lawful and consistent with our payment processor’s requirements.

12.3. Refunds do not include, and we are not responsible for, any interest, opportunity cost, or consequential loss claimed in connection with the refunded amount, to the maximum extent permitted by Applicable Law.

12.4. Where a refund is issued, we may, in our discretion, immediately suspend or terminate access to the Service associated with the refunded charge. Any data associated with a terminated Account may be deleted in accordance with our Privacy Policy and Terms of Service.

13. Chargebacks, Payment Disputes, and Fraud

13.1. Please contact us first. If you believe a charge is erroneous, you agree to submit a refund request under Section 10 and to allow us a reasonable opportunity to resolve the matter before initiating a chargeback, payment dispute, or reversal with your bank, card issuer, or payment provider.

13.2. If you initiate a chargeback or payment dispute without first following the procedure in Section 10, or if you initiate a chargeback for a charge that we have reasonably determined to be valid, we reserve the right, to the maximum extent permitted by Applicable Law, to: (a) suspend or terminate your Account and access to the Service; (b) recover the disputed amount together with any chargeback fees, administrative costs, and collection costs incurred by us; (c) offset such amounts against any Credit, prepaid balance, or future refund; and (d) pursue any other remedy available at law or in equity.

13.3. You acknowledge that initiating a chargeback does not extinguish your payment obligations under your Subscription agreement and that Otwayite may contest any chargeback with supporting documentation, including records of your acceptance of these terms, your use of the Service, and your access logs.

13.4. We take fraud seriously. Where we reasonably suspect fraudulent activity, identity misrepresentation, payment instrument misuse, or abuse of this Policy, we may report the matter to relevant authorities and payment networks, and pursue all available remedies.

14. Cancellation of Subscriptions

14.1. You may cancel your Subscription at any time through your Account settings within the Service, or by contacting us at [email protected] or +12155550114.

14.2. Cancellation is not the same as a refund. Cancellation stops future renewals. It does not, by itself, entitle you to a refund of any amount already paid, and it does not terminate your obligations for the then-current Subscription Term, except as expressly provided in this Policy or as required by Applicable Law.

14.3. To avoid being charged for the next Billing Period, you must cancel at least three (3) business days before the applicable renewal date. Cancellation requests received fewer than three (3) business days before renewal may not be processed in time to prevent the renewal charge, and any resulting charge is non-refundable except as required by Applicable Law or as provided in Section 7(1).

14.4. Following cancellation, you will retain access to the Service through the end of the then-current paid Subscription Term, after which access will terminate. You are responsible for exporting any data you wish to retain before the end of the term. We are not obligated to retain your data after termination.

14.5. Cancellation confirmations will be provided electronically. If you do not receive a confirmation within two (2) business days of your cancellation request, you must contact us promptly to confirm that the cancellation was processed.

15. Upgrades, Downgrades, and Plan Changes

15.1. Upgrades. Upgrades to a higher-priced plan generally take effect immediately. We may prorate the difference for the remainder of the current Billing Period, or charge the full new plan fee for the next Billing Period, as disclosed at the time of the upgrade. Amounts paid for a prior plan are not refundable upon upgrade.

15.2. Downgrades. Downgrades generally take effect at the start of the next Billing Period. Downgrades do not entitle you to a refund or Credit for the unused portion of the current plan, and any difference in price is not refundable or creditable.

15.3. Add-On Removal. Removal of add-on modules or features takes effect at the end of the current Billing Period and does not generate a refund or Credit for prepaid amounts.

15.4. Seat Changes. Reductions in the number of licensed seats take effect at the start of the next Billing Period and do not entitle you to a refund or Credit for the current Billing Period.

16. Promotional, Discounted, and Prepaid Purchases

16.1. Purchases made with promotional codes, discounts, coupons, referral credits, or trial extensions may be non-refundable in whole or in part. Where a refund is granted for a discounted purchase, the refund will be limited to the actual amount paid, less any value attributable to promotional benefits used.

16.2. Prepaid, multi-year, and commitment-based Subscriptions are non-refundable except as expressly provided in this Policy or as required by Applicable Law. Where a prepaid Subscription is refunded at our discretion, we may recalculate the fee for the period actually used at our standard non-discounted rate and refund only the net difference, if any.

16.3. Credits, promotional balances, and gift balances are non-refundable, non-transferable, not redeemable for cash, and may expire in accordance with their terms.

17. Purchases Through Third-Party Platforms and Resellers

17.1. If you purchased the Service through a third-party platform, app store, marketplace, reseller, or distributor (including, without limitation, mobile application stores or channel partners), your purchase is subject to that third party’s terms and refund policies. Otwayite does not control and is not responsible for refund decisions made by such third parties, and we may be unable to process a refund for such purchases.

17.2. To the extent a third-party platform issues a refund and subsequently seeks reimbursement from us, you agree that we may suspend or terminate the associated Subscription and recover any amounts advanced or credited.

17.3. Requests for refunds arising from purchases made through a reseller must be directed to that reseller in the first instance. We will reasonably cooperate with verified reseller-initiated refund requests where our agreements permit.

18. Enterprise, Custom, and Negotiated Agreements

18.1. Refunds for Enterprise plans, custom plans, and plans governed by a separately negotiated written agreement are determined exclusively under the terms of that agreement. To the extent such an agreement is silent on refunds, this Policy applies except as inconsistent with the agreement.

18.2. Enterprise agreements may include non-refundable annual commitment fees, minimum purchase commitments, early termination fees, and professional services fees that are non-refundable once performed. You are responsible for reviewing and understanding the specific commercial terms before execution.

18.3. Any waiver, modification, or exception to this Policy for an Enterprise customer must be in writing and signed by an authorized representative of Otwayite.

19. Statutory and Consumer Rights

19.1. No Limitation of Non-Waivable Rights. Nothing in this Policy is intended to exclude, restrict, or modify any right or remedy that you may have under Applicable Law and that cannot lawfully be excluded, restricted, or modified. Where any provision of this Policy conflicts with a non-waivable statutory right, the statutory right shall prevail with respect to that conflict only.

19.2. United States. Certain states grant consumers specific rights regarding automatic renewals, free trials, and cancellations. If you reside in a state granting such rights, we will honor those rights, including any right to cancel a Subscription and receive a refund or credit as required by that state’s law. To exercise any such right, contact us at [email protected] or +12155550114.

19.3. European Economic Area, United Kingdom, and Switzerland. If you are located in the EEA, UK, or Switzerland, you may have a statutory right to withdraw from a distance contract within fourteen (14) days of purchase. However, by purchasing and immediately accessing digital content or services, you expressly request immediate performance and acknowledge that you lose your right of withdrawal once the digital content or service has been fully performed or, where applicable, once access has been granted and you have been informed of the loss of withdrawal rights. Where a withdrawal right is not validly waived, and validly exercisable, we will process the refund in accordance with Applicable Law.

19.4. Other Jurisdictions. If you are located outside the United States, you may have additional statutory rights under local consumer protection law. We will comply with Applicable Law to the extent it applies to your transaction. If you believe you are entitled to a refund under a mandatory local law, please contact us and provide the specific legal basis for your request.

19.5. Nothing in this Section expands our obligations beyond what Applicable Law requires, nor constitutes a waiver of any defense otherwise available to Otwayite.

20. User Obligations and Responsibilities

You agree that you are solely responsible for:

1. Reviewing and understanding this Policy, the Terms of Service, and all pricing, billing, renewal, and cancellation terms before making a purchase;
2. Maintaining accurate billing, contact, and Account information, and promptly updating any changes to such information;
3. Monitoring your Subscription status, renewal dates, and payment method;
4. Cancelling your Subscription in accordance with Section 14 if you do not wish to renew;
5. Submitting any refund request in accordance with Section 10 and within the applicable time limits;
6. Testing the Service during any trial period, evaluation period, or proof-of-concept period to determine whether it meets your requirements before committing to a paid Subscription;
7. Maintaining your own backups, exports, and copies of any data or content you submit to the Service; and
8. Complying with all Applicable Law in connection with your use of the Service and this Policy.

You further acknowledge that you have had a full and fair opportunity to evaluate the Service, that you were not induced to purchase by any representation not expressly set forth in writing by Otwayite, and that you are not relying on any oral statement, marketing characterization, or third-party review in making your purchase decision.

21. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED “AS IS” AND “AS AVA