Refund policy.

01What this policy covers

It applies to both ways of working with OTTOPILOTE LLC ("OTTOPILOTE", "we"): the managed AI agent, sold as a subscription and paid online by card, and custom projects, delivered on a quote and paid according to the agreed schedule.

It complements our Terms & conditions. Where a signed quote or contract sets different terms, those terms apply.

02Free trial

A card is required at checkout to start the trial, but nothing is charged while it runs. If you cancel before the trial ends, you pay nothing.

If you do not cancel, the plan you chose starts when the trial ends and the first payment is charged on that date.

03Monthly plan

The monthly plan has no commitment: you can cancel at any time. Cancellation takes effect at the end of the period already paid, during which the service stays active. The current month is not refunded pro rata.

Exception: when an improvement or a custom configuration is added to the agent, the subscription carries a 12-month commitment, stated at checkout. Monthly payments then remain due until the end of that commitment.

04Annual plan

The annual plan is paid upfront, at a discount. You can ask for a full refund within 14 days of payment, with no reason required; only AI usage already consumed remains due. The same rule applies to each renewal.

After that period, the remaining months are not refunded: the service stays active until the end of the term, and the subscription stops on that date if you have cancelled it.

05AI usage

Your agent's use of AI models is billed on actual consumption, at the public price of the chosen model's provider. Usage already consumed is not refundable, even when the subscription itself is refunded.

06Custom projects

Each project is paid stage by stage, according to the schedule in the signed quote. If the project stops: any amount paid for a stage that has not started is refunded in full; for a stage in progress, the work done is billed pro rata and the balance is refunded; a delivered and accepted stage is not refunded.

If a deliverable does not match what the quote provides, we fix it at no cost. If it cannot be fixed, the corresponding share of the price is refunded.

07Billing errors and outages

A duplicate charge, a wrong amount or a charge made after a recorded cancellation is refunded in full, as soon as we notice it or you report it.

If the service is interrupted through our fault, outside announced maintenance, we grant on request a credit or a refund in proportion to the length of the interruption.

08How to request a refund

Email contact@ottopilote.com with the subject "Refund", stating your company name, the account email address, the invoice number (or the date and amount of the payment) and the reason for the request.

We reply within 2 business days. An approved refund is issued within 5 business days, to the original payment method and in the same currency; depending on your bank, it then shows on your account within 5 to 10 business days. We do not refund to a different payment method.

09Cancelling a subscription

To cancel, email contact@ottopilote.com from the account address, or use your client area once it offers this option. We confirm by email, with the date the cancellation takes effect.

10Chargebacks

Before opening a dispute with your bank, please write to us: most requests are settled within a few days. While a dispute is under review, access to the service concerned may be suspended.

11Consumer clients

Our services are intended for businesses. If you order them as a consumer, you also keep the rights granted to you by applicable law, including the 14-day right of withdrawal in the European Union.