Refund & Cancellation Policy

This Refund & Cancellation Policy supplements our Terms of Service on billing, refunds, and cancellation. If anything here conflicts with the Terms on those topics, this policy governs for JottoGo accounts. Payments for JottoGo are processed by Paddle.com Market Limited ("Paddle") as merchant of record; Paddle Buyer Terms and Paddle Refund Policy also apply to your purchase. See also our Terms of Service and Privacy Policy.

How we bill (usage billing)

All JottoGo accounts use usage billing. You get three free bookings on every account — lifetime, not monthly. After that, you pay once per booking (one billable charge per booking, ever, however many Jottos it produces), with a monthly cap per property so a busy month cannot run away from you.

We bill in arrears: bookings that arrived in a calendar month are invoiced on the 1st day of the following month. Product prices are shown excluding tax; tax is calculated from your billing country at invoice time when applicable.

Refunds

Unless required by applicable law, all transactions are non-refundable and non-exchangeable.

Paddle may issue a refund on a discretionary basis if you submit a request within 14 days of the transaction date, or if you exercise an applicable statutory withdrawal or refund right. Submitting a request within this period does not guarantee a refund. All requests are reviewed on a case-by-case basis.

Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behavior.

Nothing in this policy limits any consumer rights you have under the laws of your country that cannot be excluded by agreement, including rights relating to products that are not as described, faulty, or not fit for purpose.

If you receive a refund in accordance with this policy, access to the relevant JottoGo service for that transaction will cease.

Statutory withdrawal (EU / EEA / Switzerland / UK)

Consumers in the EU, EEA, Switzerland, and the UK have a 14-day statutory right to withdraw from some digital service contracts and receive a full refund.

The right to withdraw does not apply to digital content that has started to be downloaded, streamed, used, or otherwise accessed when you agreed during checkout that delivery could begin before the end of the 14-day period.

To exercise this right, request a refund within 14 days of the transaction date using the contact methods below.

How to request a refund

Contact us at support@jottogo.com, use the "View receipt" or "Manage subscription" link in your Paddle payment confirmation email, or submit a request through Paddle buyer support at paddle.net.

If eligible, refunds are processed using the same payment method where possible, within 14 days of approval of the request.

If you experience persistent technical issues or a material defect that prevents you from accessing JottoGo as described, contact us first so we can attempt to resolve the issue. If the issue cannot be resolved, contact Paddle buyer support with details of the issue and any response you received from us.

Pausing delivery

Turn off scheduled delivery in Dashboard → Delivery and nothing sends automatically, so nothing new is charged — though a Jotto issued by hand from the crew portal is still billable. Turn it back on whenever you like; your properties, Jottos and settings stay exactly as they were. Delivery also pauses on its own if an invoice goes unpaid, and resumes once your account is current.

Closing your account

There is no subscription to cancel — you are only ever billed for bookings whose Jotto actually sent. To close your account, settle anything outstanding first, then delete it from Dashboard → Account.

We keep a record of invoices already issued to you, including the amount, date, and the email the account was billed under. Tax law requires this and it is not removed when the account is closed. Your properties, Jottos, guest details, and settings are deleted.

Previous subscription plans

JottoGo previously offered per-property subscription plans billed monthly or annually. Those plans were retired in August 2026 and every account moved to usage billing, with no loss of features. No subscription charges are in effect, and no account is billed on a recurring basis.

Contact us before disputing a charge

If you believe a charge is wrong, please contact us first at support@jottogo.com so we can resolve it quickly. We encourage you to contact Paddle before raising a chargeback or payment dispute with your bank, card issuer, or other payment provider.

If you initiate a chargeback or payment reversal, access to JottoGo may be temporarily suspended while the matter is reviewed.

Questions?

If you have questions about a charge or need help cancelling, please contact us or open a ticket from Support in your dashboard.