Refund policy

Refunds for Otpera plans within 48 hours of payment: when we accept them, how the amount is worked out, campaign points, and how to ask.

What this covers

This policy covers what you pay Otpera for paid plans and campaign points: online by card, mobile wallet or installments, through an Otpera payment link, or by manual transfer. It does not cover orders between you and your store's customers; your store's returns follow your own policy.

Every new workspace starts on the Free plan with all tools available, no card needed. So please try Otpera on your store before subscribing: a refund is a narrow exception, not a trial period.

You can ask for a refund within 48 hours of the payment time on the invoice, whatever the plan's duration (1, 3, 6 or 12 months). After 48 hours, no part of the payment is refunded, and your plan keeps working until the end of the paid period.

We accept a plan refund only when all of these are true: you ask within 48 hours of paying; it is the workspace's first paid subscription (renewals, upgrades and any later payment are not refundable); you have used no more than 10% of the plan's credits; and neither you nor the workspace has had a refund before. One refund per owner and per workspace, ever.

We refund the amount paid minus the value of the credits you used, and minus any payment-provider fees that are not returned to us. One credit's value = the amount paid ÷ the total credits of the paid period. If you have used more than 10% of the credits, nothing is refunded.

Campaign points are not refundable once any of them has been used. A points purchase is refunded in full only if none of its points were used and you ask within 48 hours of paying.

If you were charged twice or the wrong amount, or you paid and your plan or points were not activated and we could not activate them, we refund the extra or unactivated amount in full with no deduction. These cases are accepted within 30 days of payment; the 48-hour window and the usage limit do not apply to them.

We cannot refund: a request made more than 48 hours after payment; usage above 10% of the credits; a renewal, upgrade or any payment after the first subscription; anyone who has had a refund before; or an account we suspended for breaking the Terms of Service (such as messaging people who do not expect your messages). WhatsApp restricting or banning your number because of how it was used to send is not a fault on Otpera's side.

If we find this policy being used to get the service for free, such as opening new workspaces or accounts to repeat refunds, or heavy use followed by a refund request, we may refuse the request and suspend the linked accounts.

The workspace owner asks within the window on WhatsApp at +20 114 118 3261 or by email at info@otpera.com, with the workspace name, the invoice number (it starts with INV) and the reason. You will find the invoice under Payment history at the bottom of the Billing page. Usage is counted when we receive the request.

We review the request and reply within 3 business days. Once accepted, the workspace returns to the Free plan straight away and its remaining credits are removed; then the money goes back to the same payment method through our payment provider, which can take up to 14 business days to appear, depending on your bank or wallet. Installment and buy-now-pay-later payments are refunded under the provider's terms. The payment shows as Refunded in Payment history.

We may update this policy; an update applies to payments made after it is published.