Refunds & Contact

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

Last updated: 6 September 2026

Simple rule: if you pay and OTA Ninja cannot generate a complete diagnosis, contact us within 7 days. We will help you retry or restore access, and if the purchased review still cannot be provided, we will refund it.

1. When we will refund

No complete diagnosis was generated: you contact us within 7 days and the purchased review cannot be completed after reasonable retry or access-restoration 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

Once a complete diagnosis has been successfully generated, the purchase is generally not refundable solely because:

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.

If no complete diagnosis can be generated, contact us within 7 days. We will help you retry or restore access 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 within 7 days with your payment reference or the email used at checkout. If we can verify the purchase, we will reasonably restore access so you can complete the review. If access cannot be restored and no complete diagnosis was generated, we will refund the purchase.

5. How to request help or a refund

Email support@otaninja.com 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: support@otaninja.com