Octuo Refund Policy

This policy explains when we issue refunds for Octuo charges. It is part of the Terms of Service and supplements the Beta Notice.

1. Two payment paths, two policies

We can only process refunds for charges that came through Stripe directly. App Store purchases are billed by Apple and only Apple can refund them.

2. Subscriptions (Stripe)

2.1 Cancellation

You can cancel your subscription anytime in Account → Billing → Customer Portal. Cancellation stops the next renewal; the current paid period continues until its end date so you do not lose what you've paid for.

2.2 Refund eligibility

We consider a refund of the most recent subscription charge if:

• You cancel within 7 days of the charge AND have not used more than 20% of the period's included credits ("light-use rule"); OR
• A material Octuo bug or extended outage prevented you from using the Service for 5 or more days of the period; OR
• We notified you of a substantive Terms / Privacy change you do not accept and you cancel within the 30-day notice period.

We do not generally refund:

• The full month / year if you've used more than 20% of the period's credits. We refund pro-rata for unused remainder upon Tutuo-initiated termination only.
• Renewals after the first month of a subscription, except for the reasons above.

For renewals after the first one, the cancellation route in §2.1 is the standard option.

2.3 30-day starter trial

The starter plan includes a 30-day trial without credit card. There is no charge during the trial; "refund" is not applicable.

If you add a payment method during the trial, the first charge happens on day 31. Refund eligibility for that first charge follows §2.2 above.

3. Credit packs (Stripe)

Credit packs are one-off purchases. Refunds are limited:

• We refund a credit pack purchased in the last 7 days if 0 credits from that pack have been consumed (we use FIFO accounting on credit consumption against the user's overall NTU balance, so we can accurately measure pack-level use).
• We do not refund partially-consumed packs except where required by law.
• We do not refund packs purchased more than 7 days ago.

If you encounter a Service issue that caused excessive credit consumption (e.g., a bug that retried a tool call 10x), email support@tutuo.ai with the conversation ID; we will refund the credits consumed by the bug, not the pack.

4. Refund process (Stripe)

1. Email support@tutuo.ai with:
   • The Stripe charge ID (visible in Account → Billing → Customer Portal → Invoice list, format ch_...).
   • A brief reason.
2. We reply within 2 business days during beta.
3. If approved, the refund is issued via Stripe to your original payment method. Funds typically arrive in 5-10 business days; exact timing depends on your card issuer.
4. The refunded credits (if any) are subtracted from your account balance the moment we process the refund.

We do not currently offer self-serve refund initiation; this may change in a future release.

5. App Store purchases (iOS / iPadOS / macOS)

For Octuo subscriptions or in-app purchases made through Apple's App Store, refunds are governed by Apple's policy. We cannot refund these charges directly.

To request a refund from Apple:

1. Visit reportaproblem.apple.com.
2. Sign in with your Apple ID.
3. Find the Octuo charge and click "Report a Problem".
4. Choose a reason and submit.

Apple typically responds within 48 hours. We will assist with diagnostic information if Apple asks Tutuo to confirm a Service issue; email support@tutuo.ai in that case.

6. Chargebacks

Please email us first at support@tutuo.ai. We almost always resolve refund concerns directly faster than the chargeback process. Filing a chargeback for a charge we would have refunded:

• Wastes your bank's and our time.
• Costs us a non-refundable $15 chargeback fee from Stripe.
• May result in your account being suspended pending chargeback resolution.

We may dispute chargebacks for charges we issued in good faith and declined to refund per this policy. We do not retaliate; suspension during chargeback dispute is a Stripe-recommended fraud-prevention practice and ends when Stripe finalises the dispute.

7. Service downtime

We do not offer SLA-based service credits during beta (the Beta Notice §1 explains why). For an extended outage of 5+ days within a billing period, contact us; we will issue a goodwill credit or refund per §2.2.

8. Currency, taxes, and fees

• Refunds are issued in the same currency as the original charge.
• Taxes (VAT, GST, sales tax) collected via Stripe Tax are refunded proportionally with the principal refund.
• We do not refund payment-processor fees you may have paid to your bank or card issuer.

9. Beta-specific posture

During public beta, we apply this policy with reasonable flexibility in the user's favor. We would rather refund a borderline case and keep your trust than enforce the literal text against a user with a genuine grievance.

10. Changes

We may update this Refund Policy. Changes affecting eligibility for purchases already made do not apply retroactively — your purchase is governed by the Refund Policy in effect on the day of the charge.

11. Contact