Refund
Policy.

Clear rules for cancelling subscriptions, campaign packages, and retainers — and when money comes back.

1. Scope

This policy explains how cancellations and refunds work for Services sold by Otocracy Group OÜ (registry code 17554151). It supplements our Terms of Service. Statutory rights that apply to you as a consumer remain unaffected.

2. Subscriptions and monthly retainers

• You can cancel at any time, with effect from the end of the current billing period. Access and service continue until that date.
• Periods already started are not refunded pro rata, unless required by law.
• If we materially fail to deliver a retainer’s agreed scope in a given month, contact us — we will remedy the shortfall or credit or refund the affected month.

3. One-off campaign packages

• Before campaign launch: you may cancel and receive a refund of the package price, minus the value of work already performed (strategy, creative production, campaign setup).
• After campaign launch: the package is non-refundable, because media budgets are committed and work is performed. If we fail to deliver the agreed scope, we will remedy the shortfall or refund the undelivered part.
• Third-party ad spend passed through to platforms such as Meta, Google, Spotify, or TikTok is non-refundable once spent with the platform.

4. EU 14-day right of withdrawal

If you are a consumer in the EU, you have a statutory 14-day right of withdrawal for online purchases. For services, this right lapses once the service has been fully performed, and for digital content once performance has begun with your express consent and acknowledgement that the right is lost. Where you ask us to start a campaign within the 14-day window, you consent to us beginning performance; if you then withdraw before completion, you pay for the part already performed.

5. How to request a refund

Email office@otocracy.com from the address associated with your order, stating the order or invoice reference. We respond within 5 business days. Approved refunds are returned to the original payment method, normally within 5 to 10 business days depending on your bank or card issuer.

6. Chargebacks

If something looks wrong on your statement, contact us first — most issues are resolved faster directly than through a card dispute. We reserve the right to contest chargebacks made for Services that were delivered as agreed.