Refund Policy

Subscriptions and billing

Ootto for Content is offered as four recurring subscriptions - the self-serve connector ($48/month), the weekly connector ($10/week), the done-for-you starter plan ($199/month), and the done-for-you plan ($499/month) - plus one-time, prepaid credit packs. Subscriptions bill in advance each period and renew automatically until cancelled.

When you are charged

Every plan is charged in full when you subscribe, at the price above. There is no introductory charge and no free period.

Cancelling your subscription

You can cancel at any time from your account's billing page. Cancellation takes effect at the end of your current billing period: you keep full access until then and you will not be charged again; we do not charge a cancellation fee.

Refunds

We want you to be confident in Ootto. Our refund policy:

• First payment - if Ootto isn't right for you, email us within 14 days of your first paid charge on the self-serve, done-for-you starter, or done-for-you plan and we'll refund that payment in full.
• Renewals and partial periods — renewal charges and unused portions of a billing period are generally non-refundable, but we review every request individually: if something went wrong on our end or Ootto didn't work as described, we'll make it right.

Changing plans

You can switch between the self-serve connector and the done-for-you plan from your billing page. When you upgrade, you are charged the prorated difference immediately and done-for-you starts as soon as that payment succeeds; if it fails, you stay on your current plan. When you downgrade, your plan changes to the connector right away and done-for-you work stops at that point; no mid-cycle refund is issued - the self-serve rate starts from your next billing period, and your unused done-for-you time is credited against that invoice. Switching between the done-for-you starter plan and any other plan isn't available from your billing page yet - cancel your current plan and subscribe to the new one instead. Switching plans does not reset the 14-day first-payment guarantee above; it still runs from your first paid charge.

Credit packs

Credit packs are one-time, prepaid purchases that top up your credit balance — Runway image-credit packs for generating images inside your reels, and a research pack ($5.49) (20 credits) for dissecting reels. Unused credits are refundable if you email us within 14 days of purchase. Credits you've already used are not refundable, since they paid for work that was already generated and delivered to your account. Unused credits don't expire and remain available on your account for future use.

Credits included with your plan

Each subscription includes a monthly allowance of credits, added to your balance at the start of each billing period - 600 credits on the self-serve plan, 700 credits on the done-for-you starter plan, and 1,000 credits on the done-for-you plan. A reel render uses 6 credits, so the self-serve allowance is a real monthly render allowance of about 100 reels a month (the done-for-you starter plan makes 10 reels a month and the done-for-you plan 30, 7 a week) - it is not unlimited. Included credits are part of your subscription rather than a separate purchase, so they carry no cash value and are not refundable on their own; the 14-day first-payment guarantee above still refunds the subscription charge in full. Credits already added to your balance are not removed when you change plan or cancel - a new plan's allowance simply applies from your next billing period.

How to request a refund

Email us at [email protected] from the address on your account, with the reason for your request. We aim to respond within 2 business days.

How refunds are issued

Approved refunds are returned to your original payment method. Once approved, refunds are typically processed within 5–7 business days, though the time it takes to appear depends on your bank or card provider.

Changes to this policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with a new effective date.

Contact us

Questions about a payment or refund? Email [email protected] and we’ll help.