Refund & Cancellation Policy

1. What this policy covers

This policy covers the fees you pay for Olmira: the subscription fees for a paid plan or a plan add-on, and one-time purchases such as AI credit top-ups and capacity packs. Those purchases are sold by Dodo Payments as our merchant of record: it is the seller of record, it charges you, it issues your invoice, it accounts for the VAT or sales tax on it, and it is the party that pays a refund out. Olmira supplies the service you are paying for and decides whether a refund is due under this policy. Every request starts with us — you never have to approach the merchant of record yourself.

2. What this policy does not cover

Purchases made on sites built with Olmira — a product from a merchant’s store, a booking deposit, and so on — are transactions between that site’s owner and their customer, settled through the site owner’s own payment provider (the site owner’s own Stripe or PayPal account). Olmira is not a party to them and never collects, holds or transmits those funds. A site owner’s own Stripe account is entirely separate from the merchant of record that sells Olmira subscriptions.

Refunds for such purchases are handled by the relevant site owner under that site’s own refund policy. Please contact the store or business you bought from, not Olmira.

3. Cancelling your subscription

You can cancel your Olmira subscription at any time from your account billing settings, or by contacting billing@olmira.app from the email address on your account. When you cancel:

• your plan stays active until the end of the period you have already paid for;
• you are not charged again — the subscription simply does not renew;
• at the end of the paid period your site stops being served publicly and shows a temporary holding page — visitors are never shown a broken or missing site — and your admin access is suspended;
• your data is retained for 90 days after that, during which you can export it or resubscribe to restore your site; after the 90 days we permanently delete it, and we warn you before deletion.

4. Pausing instead of cancelling

If you are stepping away temporarily — a seasonal business, a project on hold — you can pause your subscription instead of cancelling it. Pausing works like cancelling for billing purposes, and keeps your work waiting for you:

• billing stops at the end of the period you have already paid for — you are not charged again while paused;
• at the end of that paid period your site stops being served publicly and shows a temporary holding page, and your admin area is unavailable, until you resume;
• your content, media, orders and customer records are kept while the pause lasts, and resuming restores everything on your existing plan in one click;
• a pause left in place for 6 months converts to a cancellation — we notify you before that happens — and the cancellation rules in section 3, including the 90-day data-retention period, then apply.

5. Refunds

Olmira decides refund requests on your Olmira fees, and our merchant of record, Dodo Payments, pays out the ones we approve — you deal with us, not with it. To request one, contact us as described in section 9. An approved refund goes back to the payment method you paid with, through Dodo Payments, because that is the party that took the payment; how long the money takes to appear depends on your bank or card issuer.

A refund ends the subscription it refunds. If we grant one on your subscription charge — whether for the full amount or only part of it — the subscription itself ends at that moment, and your site stops being served.

Your data is not deleted at that point: you have 10 days to reactivate from your billing settings by choosing a paid plan, and your site returns exactly as it was. If you do not reactivate within those 10 days, your account is suspended behind the holding page described in section 3, and the rules there — including the 90-day data-retention window — then apply.

A granted refund also uses up your refund eligibility for a while. To become eligible again you must complete a full paid subscription term from its first day to its last without requesting one, and at least 3 months must have passed since the previous request — so the subscription term that immediately follows a granted request is never eligible.

Refunds we grant on our own initiative — as a goodwill gesture, or to put an incident on our side right — work differently: the money comes back, your subscription continues untouched, and your future eligibility is not affected.

If you are a consumer, nothing in this policy or in our Terms limits any refund or withdrawal right that the law of your country gives you and that cannot be waived. Where such a law gives you more than this policy, the law prevails.

If an earlier version of this policy was published when you made a purchase and promised you a specific refund for it, we honour whichever is more favourable to you: that promise, or the outcome your request reaches under this version.

6. Chargebacks and payment disputes

A chargeback is a dispute you open with your bank or card issuer instead of with us. Because Dodo Payments is the merchant of record, the dispute runs against Dodo Payments, not against Olmira: your issuer reverses the payment it took, Dodo Payments answers the case with the evidence of the purchase, and the card network decides the outcome.

Please come to us first. A refund we approve reaches you without your bank holding the amount while a case runs, and it leaves your account in good standing. Write to billing@olmira.app with the email address on your account and your invoice reference, and we will look at it.

While a dispute is open on your account, top-ups are unavailable (see section 7) and we may restrict AI features; plan changes are not blocked. If a dispute is decided against us, the subscription it disputes ends the way a granted refund ends it (see section 5), your account is suspended behind the holding page described in section 3, and the retention rules there apply. If a dispute is withdrawn or resolved in our favour, you can reactivate from your billing settings.

The period in which a dispute can be raised, the evidence needed to answer one, and any fee the card networks or our merchant of record charge for handling it are set by them and not by Olmira. The time limit for opening a dispute comes from your card network’s rules and varies by scheme and by the reason for the dispute — your bank or card issuer can tell you the limit that applies to your charge. A case is answered with the records those rules call for: typically the invoice, the record of the order and of its delivery to your account, and the communications around the purchase. Dodo Payments’ buyer terms (https://dodopayments.com/buyer-terms) ask buyers to contact Dodo Payments before raising a chargeback, and state that Dodo Payments may charge liquidated damages of $100 USD for a chargeback raised without merit or legitimate reason.

If a dispute is decided against us on a charge we would have refunded anyway, we may set what was recovered against any refund otherwise due, so the same amount is not returned twice. Opening a dispute on a charge you have not first raised with us is not a breach of these terms, but it is slower for you than asking us.

7. One-time purchases: AI credit top-ups and capacity packs

AI credit top-ups and capacity packs are one-time purchases, not subscriptions: they are delivered to your account immediately and in full at the moment you buy them. Because of that they are non-refundable, and AI credits you have already consumed are not returned.

If you buy as a consumer in the EU/EEA, we ask you at each such purchase for your express consent to immediate delivery, together with your acknowledgement that you lose your statutory right of withdrawal once the purchase has been delivered. Business customers have no equivalent statutory right, so for them this rule applies unconditionally.

If a payment reversal or a dispute takes your AI credit balance below zero, the balance is shown in your account as a debt: AI features stay unavailable while the balance is negative, and your next top-up clears the debt first.

To keep purchases safe, top-ups are limited to 5 per account in any 24-hour window, and while a payment dispute is open on your account further top-ups are unavailable. Plan changes are not blocked — you can still upgrade, downgrade or cancel while a dispute is being resolved.

8. Renewals

Before every renewal charge we send you a reminder that states the amount and the charge date, with direct links to cancel or pause; if you cancel or pause before the renewal date, you are not charged (see sections 3 and 4).

If a renewal goes through that you did not want, contact us promptly. A renewal is a subscription charge like any other — taken by our merchant of record, for the service Olmira provides — and a refund request for it is handled exactly as described in section 5, including what a granted refund means for the subscription itself.

9. How to request a refund

• Support:support@olmira.app
• Billing:billing@olmira.app

Contact us with the email address on your account and your invoice reference. Refund requests are reviewed and decided by Olmira as the supplier of the service, and an approved refund is returned to your original payment method by Dodo Payments, our merchant of record, because that is the party that charged you; how long a refund takes to appear depends on your bank or card issuer.