OtterSelf
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Refund Policy

Last updated: 25 May 2026

1. Who handles payments and refunds

All purchases on OtterSelf are processed by Paddle.com Market Limited ("Paddle"), acting as our Merchant of Record. Paddle is the legal seller on your invoice and receipt, and handles payment processing, tax collection, and refund processing on our behalf. By completing a purchase you also agree to Paddle's Buyer Terms.

2. Digital goods and the right of withdrawal

Personality reports are custom digital content generated specifically for you based on your questionnaire responses. Under EU Directive 2011/83/EU and applicable national consumer law, the 14-day right of withdrawal does not apply to digital content that has been fully performed (i.e. your report has been generated and delivered) if you have given prior consent and acknowledged the loss of the right of withdrawal before purchase.

At checkout you are asked to confirm this explicitly. If you do not give this confirmation, your purchase will not proceed.

3. When we do offer a refund

We will issue a full refund in the following situations:

  • Report not delivered: You paid but your report was not delivered within 4 hours due to a technical error on our side, and re-sending does not resolve the issue.
  • Duplicate payment: You were charged more than once for the same order.
  • Consent withdrawn before generation: You withdraw your GDPR consent before we begin generating your report (see our Privacy Policy).

We do not offer refunds on the grounds that you disliked the content of your report or changed your mind after delivery.

4. How to request a refund

Email us at support@otterself.com with the subject line "Refund request" and include:

  • The email address used at checkout
  • Your Paddle order ID (found on your receipt email)
  • A brief description of the issue

Please contact us within 7 days of your purchase. We aim to respond within 2 business days. If your request is approved, Paddle will process the refund to your original payment method. Refunds typically appear within 5–10 business days depending on your bank or card issuer.

5. EU and EEA consumer rights

Nothing in this policy limits your statutory rights as a consumer under EU or national law. If you believe your consumer rights have not been respected, you may also contact Paddle's buyer support or your national consumer protection authority.

6. Contact

Refund and billing questions: support@otterself.com
Paddle buyer support: paddle.com/legal/buyer-terms