Cancelling, and getting money back.

Which part applies to you

If you are engaging us for your trade, business or profession, you are a business customer and the business section applies. If you are buying for yourself, most people taking a project track, a session or interview help, you are a consumer and the consumer section applies, and it gives you more.

If you are not sure which you are, ask us. We will treat a genuine doubt in your favor.

If you are a consumer

The 14-day right to withdraw (EU, UK, EEA)

Under the EU Consumer Rights Directive and, in the UK, the Consumer Contracts Regulations 2013, you may withdraw from a contract made online or by email within 14 days of entering it, without giving a reason and without penalty.

To withdraw, send a clear statement to hello@oltrx.io before the 14 days are up. An email saying you are cancelling is enough; there is no form to complete. We will confirm receipt.

We refund within 14 days of being told, using the same payment method you used, and we do not charge a fee for that.

Two things that change the amount

These are the statutory exceptions, and we are spelling them out because they are where people get caught.

• If you asked us to start during the 14 days and then withdraw, you pay a proportionate amount for what we actually did before you cancelled. We will always ask you to confirm in writing before starting early, so this is never a surprise.
• If you asked us to start and the service is fully performed within the 14 days, the right to withdraw is lost. But only if you gave express prior consent and acknowledged that you would lose it. We will not treat the right as lost unless we have that in writing from you.

If we have not asked for that confirmation, you keep the full right to withdraw and the full refund.

Brazil

Article 49 of the Consumer Defense Code gives you 7 days from contracting or from first access to withdraw from a purchase made outside a physical establishment, with a full refund of everything paid, monetarily adjusted. Where the 14-day right above is longer, we apply the longer one.

Elsewhere in the Americas

There is no equivalent federal cooling-off right for online services in the United States, Canada or most of Latin America, and some places give you more. Wherever you are, we will apply whichever is better for you: your local statutory right, or the 14-day right above, which we offer to every consumer as a matter of policy.

Downloads and course material

Where a purchase gives you immediate access to digital material, the withdrawal right ends once download or streaming has begun, provided you gave prior express consent and acknowledged the loss of the right. We ask for that at the point of access, not buried in a document.

If you are a business customer

Statutory cooling-off rights do not apply to business-to-business contracts. What applies is your scope and these terms.

Stage	If you cancel
Before we have started	Full refund of anything paid, including the deposit.
After we have started	You pay for work completed and for commitments we cannot cancel. Anything paid beyond that is refunded within 14 days.
Fixed-fee project, part delivered	We invoice the proportion delivered, assessed against the milestones in your scope. You keep what has been paid for, including the code.
Monthly retainer	Cancel any time with 14 days’ notice. The current month is not refunded; nothing further is charged.
Product license	Cancel any time with 30 days’ notice. The current period is not refunded; the license ends at the end of it.

If the work is not right

This is separate from cancelling, and it applies to everyone.

If something we delivered does not materially match the scope we agreed, tell us within 30 days and we will fix it at no charge. If we cannot fix it in a reasonable time, you can have a refund of the fee for that part of the work.

Consumers additionally keep every statutory remedy for services not carried out with reasonable care and skill. Nothing here replaces those.

What we don’t refund

• Third-party costs already incurred on your behalf, domains, hosting, paid APIs, licenses , where the provider will not refund us.
• Sessions missed without at least 24 hours’ notice. Tell us in time and we will move them, once, at no charge.
• Work already delivered and accepted that you have simply changed your mind about, outside any statutory withdrawal period.
• A project outcome that did not match a commercial hope, where the work itself matched the scope. We are explicit in writing about what a piece of work will and will not tell you, precisely so this does not arise.

How to ask

Email hello@oltrx.io with what you bought, when, and what you want to happen. You do not need to justify a statutory withdrawal.

We acknowledge within 2 business days and resolve within 14 days. Refunds go back to the original payment method. If we ever disagree, say so and we will look again before you have to escalate anywhere.

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