Refunds.

The 30-day guarantee

If Otra Rescue or an Otra plan isn't right for you, ask within 30 days of the day you were charged and we refund the full amount you paid, tax included. That covers a yearly renewal too, counted from the renewal charge. You don't need to give a reason, though we'd love to hear what didn't work so we can fix it.

How to ask

Email support@otramusic.com from the address you bought with, and include your licence key or the order number on your Paddle receipt. You can also ask Paddle directly at paddle.net.

Paddle, which sold you the licence, returns the money to the card or account you paid with. How soon it shows depends on your bank.

After a refund

The licence key stops working within a day, and a refunded yearly licence doesn't renew. Every file you converted and downloaded stays yours.

Pre-orders

A pre-order can be refunded in full at any time until the product launches. Ask the same way.

Cancelling a renewal

Cancel any time before your renewal date and you won't be charged again; your licence keeps working until the end of the year you paid for. Cancel through paddle.net or by writing to us. After the 30 days, cancelling stops the next renewal but doesn't refund the current year.

A file that doesn't convert

If a file doesn't come out right, send a fix request from its conversion report and we'll fix the converter. You can still choose a refund instead while you're within the 30 days.

Licence keys

Lost your key? Email support@otramusic.com from the address you bought with and we'll send it again.

Rescue also keeps your key in your browser, so it recognises you on the same computer. Clearing your browser's site data removes it, so keep a copy somewhere safe.

Your legal rights

This policy adds to the rights the law where you live gives you; it doesn't replace them. Please write to us before disputing a charge with your bank: a refund through Paddle is quicker.