This policy explains how refunds are handled for services provided through DigiOtter. Because each request is different, the details confirmed with you before payment - including the scope, price, expected result, and any special conditions - form the basis for determining whether the request has been completed as agreed.
Cancelling Before Work Begins
You may cancel your request before I begin working on it.
If no work has started and no product, membership, third-party service, or other cost has been purchased on your behalf, you will receive a full refund.
Any payment processing fee charged by PayPal, Wise, banks, or another payment provider may be deducted from the refund amount if it cannot be refunded by the payment provider.
Cancelling After Work Has Begun
If you cancel after I have started working on the request, the refund will be determined based on:
- the work already completed;
- the time and resources already used;
- any product or third-party costs already incurred;
- whether any part of the result can still be used by you;
- any non-refundable payment processing fee.
The unused portion of the service fee will be refunded where applicable.
Before continuing with any significant additional work or cost, I will normally confirm it with you.
Product and Third-Party Costs
Some requests require me to purchase a digital product, membership, subscription, paid content, or another third-party service on your behalf.
Once such a purchase has been completed, the related cost may be non-refundable, especially when the product has been delivered, the membership has been activated, or the third-party platform does not allow cancellation.
If the third-party seller or platform provides a refund, I will pass the recoverable amount back to you after deducting any non-refundable fees.
If I Cannot Complete the Request
If I determine before payment that I cannot complete your request, no fee will be charged.
If you have already paid and I cannot complete the full request as agreed, I will explain what happened and refund the amount corresponding to the part that was not completed.
If no usable result has been delivered, you will generally receive a full refund, except for costs or the payment processing fee that cannot reasonably be recovered due to circumstances outside my control.
If part of the request has been completed and remains useful to you, a partial refund may be provided based on the completed and uncompleted portions.
Completed Requests
Once a request has been completed and delivered as agreed, it is generally not eligible for a refund simply because you change your mind or no longer need the result.
However, please contact me if:
- the delivered result is materially different from what we agreed;
- I made an error while completing the request;
- an agreed part of the request is missing;
- the result does not work as described at the time of delivery.
I will review the situation and, depending on the circumstances, may correct the issue, complete the missing work, or provide a full or partial refund.
Incorrect Information or Changes Requested by You
A refund may be limited if the request cannot be completed because:
- you provided incorrect, incomplete, or outdated information;
- you did not provide information reasonably required to continue;
- you changed the request after work had begun;
I will still try to find a reasonable solution before deciding whether any refund applies.
Special Agreements
If we agree to specific cancellation, delivery, or refund terms before payment, those terms will take precedence over the general rules on this page.
Any special terms should be clearly confirmed through email or the communication channel used for the request.
How to Request a Refund
Contact me through the same email or social media channel used for the request. Please include enough information for me to identify the request and understand the issue.
I will normally acknowledge your message within one business day.
If a refund is approved, I will normally initiate it within 3-5 business days after the amount has been confirmed. The time required for the funds to appear in your account depends on the payment provider.
Refund Method
Refunds will normally be sent through the original payment method.
If refunding through the original payment method is not possible, we can discuss another reasonable refund method.