Refund Policy

1The policy, in one paragraph

The exceptions are in section 4 and section 5, and they are real exceptions rather than the usual “at our discretion”.

2Why there is no trial, and no money back

A money-back guarantee exists to solve one problem: you cannot tell whether software works for you until you have bought it. We solved that problem a different way.

The usual arrangement

Pay first, get 7 or 14 days, remember to ask for your money back, wait for it, hope the form works.

Ours

10 answers every month, indefinitely, on the free tier. No card, nothing to cancel, nothing to claim back. The count resets on the 1st.

If OTA cannot read your quiz software, or the answers are not good enough, or the hotkey conflicts with something on your machine, you will know within those 10 answers — and you will know it without having paid us anything. That is what a refund would have been for.

3Cancelling is not a refund, and is never treated like one

Settings → Plan → Cancel. One button. No email to write, no reason to give, no offer to talk you out of it.

• It stops the next charge, immediately and permanently.
• You keep unlimited answers until the last day of the period you have already paid for. Nothing is switched off early.
• Until that day, the same button undoes the cancellation.
• Afterwards the account remains, on the free 10 answers a month. Nothing is deleted.

This is the answer to almost every reason somebody asks for a refund, and it works today rather than in five business days.

4What we always put right

These are not discretionary. If any of them happens, write to us and the money goes back — we do not ask why, and we do not count days.

You were charged twice

The duplicate is refunded in full.

You were charged after cancelling

Refunded in full. If the cancellation did not take, that is our bug and not your mistake.

You paid and the plan never activated

Refunded in full if we cannot make it work for you — a plan you cannot use is not a plan you bought.

We closed your paid account through no fault of yours

The unused part of the period is refunded. Our right to end the agreement is not a way to keep your money.

Somebody used your card without permission

Refunded, and the account is locked. Tell us as soon as you see it.

A Team plan you were removed from

Seats are the buyer's to manage, so this is between you and them — but if a buyer removed you the same day they bought, write to us anyway.

5If you are a consumer in the EU or the UK

You have a 14-day right of withdrawal on a distance purchase, and nothing on this page removes it.

There is one thing worth knowing about how it applies to software you can use immediately. The law lets a seller ask you to agree that delivery starts at once and to acknowledge that you then lose the withdrawal right once the service has been fully performed. Some sellers bury that agreement in a checkbox and treat one use of the product as “fully performed”.

You do not need a form or a reason. One email saying you are withdrawing is enough, and we act on it within 14 days of receiving it, to the same payment method you used.

6How to ask

Email support@onetapanswer.com from the address on the account, and say what happened. Include the date if you have it; we can find the rest.

• A person replies, within 24 hours on a working day. Paid plans are answered first.
• Approved refunds are sent the same day, back to the card or PayPal account that paid. Your bank then takes 5–10 days, which is their timetable and not ours.
• If we say no, we say why, and we tell you what we can do instead.

7Chargebacks

Please write to us first. A chargeback costs us a fee whatever the outcome, takes weeks, and the account is suspended while it runs — whereas everything in section 4 is settled by one email on the same day.

A chargeback raised without contacting us, on a charge this policy plainly covers, is treated as a breach of the Terms and the account is closed. That is not a threat aimed at anybody with a genuine complaint — a genuine complaint is one email and is answered.

This policy forms part of the Terms of Service. It is linked from the pricing page above the buy buttons and from every page’s footer, so that no one meets it for the first time after paying. Questions: support@onetapanswer.com.