Refund & Cancellation Policy

Effective Date: February 1, 2026

Last Updated: February 1, 2026

Company: Otesse LLC

This Refund & Cancellation Policy explains how cancellations, refunds, and credits are handled for services booked through the Otesse platform. This policy applies to all customers using our field service management platform at otesse.com.

1. Service Cancellation

1.1 Cancellation by Customer

You may cancel a booked service at any time before the service begins. Cancellation fees depend on the timing of your cancellation relative to the scheduled service start time:

Cancellation Window	Fee	Refund
More than 48 hours before scheduled service	No fee	Full refund of any prepaid amount
24 to 48 hours before scheduled service	25% of total booking amount	75% refund
12 to 24 hours before scheduled service	50% of total booking amount	50% refund
Less than 12 hours before scheduled service	75% of total booking amount	25% refund
No-show (no cancellation, service crew arrives)	100% of total booking amount	No refund

1.2 How to Cancel

To cancel a booked service:

Log in to your Otesse customer portal at otesse.com.
Navigate to Bookings and select the booking you wish to cancel.
Click Cancel Booking.
Select a cancellation reason (optional but helpful).
Review the cancellation fee (if applicable) and confirm.

You will receive an email confirmation of the cancellation, including any applicable refund amount and timeline.

1.3 Cancellation by Otesse

In rare circumstances, Otesse may need to cancel a scheduled service due to:

Severe weather conditions or natural disasters that create unsafe working conditions.
Unexpected unavailability of assigned service providers (illness, emergency).
Safety concerns identified at the service location.

If Otesse cancels a service, you will receive a full refund with no cancellation fee, and we will make reasonable efforts to reschedule the service at a mutually convenient time.

2. Subscription Cancellation

2.1 Cancelling a Recurring Subscription

If you have a recurring service subscription, you may cancel it at any time:

Cancel at end of billing cycle — Your subscription remains active until the end of the current cycle. All remaining scheduled visits in the current cycle will proceed as normal. No additional charges will be made after the current cycle ends.
Cancel immediately — All future scheduled visits are cancelled effective immediately. If services within the current cycle have already been performed, you will be charged for those completed services only.

2.2 Pro-Rata Refunds for Subscriptions

If you cancel a subscription mid-cycle and have prepaid for the full cycle, you are entitled to a pro-rata refund for any unused portion of the prepaid period. The refund is calculated as follows:

Refund Amount = (Prepaid Amount) x (Remaining Visits / Total Visits in Cycle)

For example, if you prepaid $200 for a monthly plan with 4 weekly visits and cancel after 2 visits, your refund would be $200 x (2/4) = $100.

2.3 Reactivation

Cancelled subscriptions may be reactivated within 30 days at the same rate and terms. After 30 days, you will need to create a new subscription at current pricing.

3. Refund Eligibility

3.1 Eligible for Refund

You are eligible for a full or partial refund in the following situations:

Service not performed — If the service crew does not arrive and the service is not performed through no fault of yours, you are entitled to a full refund.
Service significantly below standard — If the completed service is materially deficient relative to what was booked (e.g., rooms were skipped, items were not removed as agreed), you may be eligible for a partial or full refund after investigation.
Billing error — If you were charged an incorrect amount due to a system error, pricing miscalculation, or duplicate charge, you are entitled to a refund of the overcharged amount.
Cancellation within the free cancellation window — As described in Section 1.1 above.

3.2 Not Eligible for Refund

The following are generally not eligible for refund:

Completed services with subjective dissatisfaction — If the service was performed as described and meets objective quality standards, but you are unsatisfied for subjective reasons (e.g., personal preference for a different cleaning product), a refund may not be granted. We encourage you to communicate specific preferences in your booking notes.
Late cancellations and no-shows — Cancellation fees as described in Section 1.1 are non-refundable.
Add-ons and extras already performed — If optional extras (stair carry, disassembly, stain treatment) were performed as requested, they are not individually refundable.
Promotional credits — Credits issued as part of promotional offers or loyalty programs are non-refundable for cash and can only be applied toward future services.

4. How to Request a Refund

To request a refund for a completed service:

Log in to your Otesse customer portal.
Navigate to Invoices and select the relevant invoice.
Click Dispute or Request Refund.
Provide a detailed description of the issue, including photos if applicable.
Submit your request.

Our team will review your request and respond within 2 business days. If additional information is needed, we will contact you. Approved refunds are typically processed within 3 to 5 business days and will be credited to the original payment method.

5. Refund Processing

Payment method — Refunds are returned to the original payment method used for the transaction.
Processing time — After approval, refunds take 3-5 business days to appear on your statement, depending on your bank or card issuer.
Partial refunds — In cases where only a portion of the service was deficient, we may issue a partial refund proportional to the affected portion.
Credits — In some cases, we may offer a service credit in lieu of a cash refund. Service credits can be applied to any future booking and do not expire for 12 months from the date of issuance.

6. Dispute Resolution

If you are dissatisfied with the outcome of a refund request:

Reply to the resolution email requesting an escalation.
A senior team member will review your case within 48 hours.
If the dispute remains unresolved, you may pursue resolution through the dispute mechanisms described in our Terms of Service.

We strongly encourage resolving disputes through our internal process before initiating a chargeback with your bank, as chargebacks incur fees that may affect your account standing.

7. Contact Us

For questions about this Refund & Cancellation Policy, contact us:

Otesse LLC

Email: hello@otesse.com

Website: otesse.com

Location: Oregon, USA