Refund policy

This Refund Policy explains how refunds work for Ottilie and Ottilie Plus, our paid subscription.

Your statutory consumer rights are not affected by this policy. Where the law gives you a right to a refund, cancellation or other remedy, those rights continue to apply.

Before you subscribe to Ottilie Plus, we will show you the applicable price, billing period and any other important subscription terms.

Ottilie Plus subscriptions renew automatically unless you cancel before the next renewal date.

Cancelling a subscription normally stops future payments but does not automatically refund a payment that has already been made.

UK consumer law may give you a right to cancel a subscription during an applicable cooling-off period and receive a refund, subject to the rules that apply to digital services and any applicable exceptions.

Where you ask us to provide the service immediately and the law allows the cooling-off right to be affected by this, we will explain this before you subscribe.

We will also comply with any additional cancellation and refund rights that apply to subscription services as the relevant UK rules come into force. (Legislation.gov.uk)

If Ottilie Plus is not provided as described, is unavailable for a significant period, or does not meet your applicable legal rights, please contact us.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

If you purchase Ottilie Plus through the Apple App Store, Apple manages the payment and refund process.

You can request a refund directly from Apple through its refund process. (Apple Support)

Apple’s own terms and policies may also apply to purchases made through the App Store.

If you purchase Ottilie Plus through Google Play, Google’s refund policies apply alongside your statutory rights.

Google may handle the refund directly, although you can also contact us where appropriate. (Google Help)

For a subscription purchased directly from Ottilie, contact hello@ottilie.uk with:

• the email address associated with your Ottilie account
• the date of the payment
• a brief explanation of your request

We may need to confirm your account or purchase before processing a refund.

Where we agree that a refund is due, we will normally refund the payment using the original payment method.

The time it takes for the refund to appear can depend on your bank or payment provider.

Where a refund is issued for a subscription, your access to Ottilie Plus may end immediately or at the point specified when the refund is agreed.

If you believe you have been charged without your permission, contact us as soon as possible.

If the payment was made through Apple or Google, you may also need to report the transaction to the relevant platform.

If you have a question about a payment, cancellation or refund, contact:

Email: hello@ottilie.uk

Website: www.ottilie.uk