Effective date: 25 May 2026
Operator: Kopec InnoTech s.r.o.
Registered address: Grafická 3365/1, Smíchov, 150 00 Praha 5, Czech Republic
Company ID (IČ): 21847126
Tax ID (DIČ): Not VAT registered
Registered at: Městský soud v Praze, oddíl C, vložka 407382
Contact email: contact@kopecinnotech.com
Website: www.kopecinnotech.com
1. Merchant of Record
OtterSay subscriptions are sold and billed through Paddle.com Market Limited (“Paddle”), which acts as the Merchant of Record for all purchases. Your purchase contract for billing and payment is with Paddle, not with Kopec InnoTech s.r.o. Kopec InnoTech s.r.o. provides the OtterSay service under a separate service agreement governed by our Terms of Service.
Because Paddle is the Merchant of Record, all monetary refunds are processed and governed by Paddle’s Refund Policy, available at paddle.com. We coordinate with Paddle on your behalf where needed.
2. Paddle’s Refund Policy
All refund requests are handled in accordance with Paddle’s Refund Policy. Key provisions include:
EU, EEA, Swiss, and UK consumers have a 14-day statutory right of withdrawal from the date of purchase.
Customers in other regions may request a refund within 14 days at Paddle’s discretion.
Refunds requested outside these periods may be available where required by applicable law or where a persistent technical issue prevents access to the service.
For the full terms that govern your purchase, see Paddle’s Refund Policy at paddle.com.
3. Right of Withdrawal (EU and EEA Consumers)
Under EU Directive 2011/83/EU on consumer rights, you have a 14-day right of withdrawal from any distance contract, during which you may cancel without giving a reason and receive a full refund.
For digital services that begin immediately upon purchase, this right may be waived where you expressly request that performance start within the withdrawal period and acknowledge that you thereby lose the right of withdrawal once the service has begun.
At checkout, you will be asked to confirm that:
(a) you want your OtterSay subscription to begin immediately, and
(b) you understand that this means you waive your 14-day right of withdrawal once the service has started.
If you are an EU or EEA consumer and you did not see or check this confirmation at checkout, contact us at support@ottersay.com within 14 days of your purchase and we will coordinate a full refund with Paddle.
4. Credit Refunds for Failed Requests
Credits consumed by a failed processing request (for example, where a third-party summarisation or text-to-speech API returns an error before a result is delivered) are refunded automatically to your OtterSay credit balance. This is a credit-balance adjustment, not a monetary refund, and is handled separately from the process described in this policy.
Unused credits remaining at the end of a billing period do not roll over and are not converted to monetary refunds.
5. How to Request a Refund
You may contact Paddle’s buyer support directly at paddle.com for any billing or refund query, as Paddle is the Merchant of Record for your purchase.
Alternatively, email us at support@ottersay.com with the subject line “Refund Request” and include your registered email address, the date and amount of the charge, and a brief description of the reason. We will respond within 5 business days and coordinate with Paddle on your behalf where applicable.
6. Chargebacks
If you initiate a chargeback or payment dispute with your bank or card issuer without first contacting us, we reserve the right to suspend your account while the dispute is open. We encourage you to contact us or Paddle first, as most issues can be resolved faster this way.
7. Changes to This Policy
We may update this Refund Policy from time to time. We will notify registered users by email at least 14 days before any material change takes effect. The “Effective date” at the top reflects the most recent revision.
8. Governing Law
This Refund Policy forms part of our Terms of Service and is governed by the laws of the Czech Republic. Nothing in this policy limits rights you may have under mandatory EU or member-state consumer protection law.
Contact: support@ottersay.com
Post: Kopec InnoTech s.r.o., Grafická 3365/1, Smíchov, 150 00 Praha 5, Czech Republic