Refund policy
1. The free trial comes first
Every account starts with 30 days free for up to 2 cameras on the Basic plan, with no payment details required. Nothing is charged during the trial, and it exists so you can decide before paying rather than pay and then ask for it back.
2. Right of withdrawal (consumers in the EU/EEA and the UK)
If you are a consumer resident in the EU/EEA or the UK, you have 14 days from the day your paid subscription starts to withdraw without giving any reason and receive a full refund. Email hello@otsovision.com within those 14 days and say that you are withdrawing. Reimbursement is made without undue delay and no later than 14 days after we are informed, to the payment method you used.
Note the statutory exception for digital services: under Article 16(m) of the Consumer Rights Directive the right of withdrawal ends once we have begun supplying the service with your explicit consent and your acknowledgement that you thereby lose the right. We ask for that consent at checkout.
3. After the withdrawal period
Paid periods are non-refundable except where the law requires otherwise. We do not refund unused time: a subscription you cancel keeps working to the end of the period you have paid for.
4. Adding, upgrading and removing cameras
Adding a camera mid-cycle is charged pro rata for the rest of the current cycle, and small amounts are added to your next invoice instead of being charged at once. Moving a camera to a larger plan works the same way. To move a camera to a smaller plan you remove it, and the unused time is credited against your next invoice rather than refunded. Removing your last camera cancels the subscription at the end of the cycle.
5. Cancelling
You can cancel at any time from the Billing screen in the app or through the Paddle customer portal. Cancellation takes effect at the end of the current paid period; there is no pro-rata refund for the remainder. After it takes effect your cameras stop receiving photos, everything already delivered stays viewable, and your photos are kept for six months.
6. Charges that should not have happened
A duplicate charge, a charge after a cancellation had taken effect, or a charge caused by a mistake on our side is refunded in full. Tell us and we will correct it; you do not need to rely on the withdrawal right for this.
7. How to request a refund
Email hello@otsovision.com from the address on your account, or use Help → Contact support in the app, which opens a tracked ticket. Tell us which charge you mean; the invoice number from Paddle's receipt is the quickest way. We answer every request. You can also contact Paddle's buyer support directly, since Paddle is the seller of record.
8. How refunds are paid
Approved refunds are issued by Paddle to the original payment method. We never hold your card details, so we cannot pay a refund anywhere else. How long it takes to appear on your statement is up to your bank or card issuer.
9. Nothing here limits your statutory rights
If the service is faulty or not as described, your rights under consumer law apply regardless of anything above. Consumers in Finland can also contact the Finnish Competition and Consumer Authority (KKV); consumers elsewhere in the EU/EEA can use their national consumer authority or the European Consumer Centre.
10. Contact
Otsovision Oy, Kurkimoisio 9 A, 00960 Helsinki, Finland · hello@otsovision.com · Business ID 3648032-5