Refunds & Contact

A simple refund policy for a one-time $9 payout review.

Last updated: 6 September 2026

Simple rule: you can leave Stripe Checkout before completing payment without being charged. After successful payment, access starts immediately. Change of mind or non-use during the 24-hour window is generally not refundable. If an OTA Ninja technical problem means your paid review cannot be provided, contact us within 7 days; if it still cannot be provided after reasonable help, we will refund it.

1. When we will refund

No complete diagnosis because of an OTA Ninja service problem: you contact us within 7 days and the purchased review cannot be completed after reasonable retry or recovery help.
OTA Ninja technical fault: a problem with our service prevents a supported payout review from being completed.
Supported GetYourGuide format changed: a file type we represented as supported has materially changed and OTA Ninja cannot process it.
Duplicate charge: you were accidentally charged more than once for the same purchase.
Access was not delivered: payment succeeded but paid access was not provided and we cannot restore it promptly.

2. When a refund is generally not available

After successful payment, paid access is delivered immediately. A refund is generally not available solely because you changed your mind, did not use the service within the 24-hour window, or, after a complete diagnosis has been successfully generated:

the report finds no missing money or discrepancy;
the amount found is smaller than you expected;
you disagree with a diagnostic suggestion or possible reason;
GetYourGuide, your bank or another party does not accept the report or reimburse you;
you decide you no longer need the review after using it.

This does not remove any refund, cancellation or consumer right that applies by law.

3. Wrong or incomplete files

Selecting the wrong file does not automatically cost you another $9. During the 24-hour access window, reasonable retries are included for the same payout period so you can replace a file, correct the bank amount or add the optional PDF. A validation or wrong-file error does not bind the paid check to that file; binding happens only after a complete diagnosis is successfully generated.

If an OTA Ninja technical problem prevents a supported payout review from being completed, contact us within 7 days. We will help you retry or recover access where possible and, if the purchased review still cannot be provided, refund the purchase.

4. Access expiry or browser/device problems

Paid access lasts 24 hours and is designed to remain available in the browser/device used after checkout. Clearing browser data, using private/incognito mode or changing browser/device can remove the local access record.

If that happens, contact us promptly with your payment reference or the email used at checkout. If the original 24-hour window is still open and we can verify the purchase, we can provide reasonable recovery help. Clearing local browser data, closing a private/incognito session, or moving to a different browser/device does not by itself extend the original 24-hour window. If an OTA Ninja technical fault, rather than loss of local browser state, prevents the purchased review from being provided, the refund rules above apply.

5. How to request help or a refund

Email [email protected] within 7 days of purchase. Include the email address used at checkout, the payment or Checkout reference if available, and a short description of what happened.

Do not email your full bank statement or full GetYourGuide payout files.

6. How refunds are paid

Approved refunds are sent back through the original payment method using Stripe. Banks and card issuers commonly take about 5 to 10 business days to show a refund or reversal after it is issued, although timing can vary.

7. Contact

Email: [email protected]