At Otta, we want you to be confident in the work our team produces. We are a specialist social media agency for health brands, and our work runs in three stages: strategy first, then content execution, then ongoing optimisation. This policy explains our content satisfaction guarantee, how the minimum term, cancellations, and renewals work, and the specific situations where refunds do not apply. It forms part of your services agreement with us, and by engaging Otta you accept this policy.

Otta is a service operated by Flux Agency ("Otta", "we", "us", "our"), a general partnership established in England and Wales. This policy is written for business clients and is governed by the laws of England and Wales.

1. Our Content Satisfaction Guarantee

Because our work begins with research and strategy, we do not ask you to judge us in the first few days. We do something better: we stand behind the content we produce for you. Once your strategy has been delivered and approved and content production has begun, your first full month of organic content comes with a satisfaction guarantee. If you are not happy with that first month of content after completing our revision process, we will refund the organic content production fee for that month in full. We are confident in our team, and this is our commitment to getting your channel off to a strong start.

2. What the Guarantee Covers

The guarantee applies to the organic content production element of your first content month:

• Organic social posts and captions (Instagram, TikTok, and Facebook)

• Short-form video content for organic channels

• Static and creative content assets produced for organic channels

3. What the Guarantee Does Not Cover

The following are not covered by the guarantee and are non-refundable, due to the strategic work, specialist input, account groundwork, media spend, and third-party costs involved:

• The Strategy Phase: research, market and audience analysis, and strategy development, which are delivered and approved before content production begins

• Onboarding and account set-up work

• Channel management, publishing, community management, and monthly reporting

• All paid media: advertising spend, media buying and management, paid ad creative, ad-account set-up, and tracking or pixel configuration

• Any third-party platform fees, subscriptions, tools, or creator costs

These elements are either delivered and signed off before content begins, are committed to third parties early in the engagement, or involve specialist management that is performed in full. For these reasons they are sold as-is and are non-refundable. You can still cancel in line with the minimum term and notice provisions below.

4. Conditions to Qualify

So that our team has a fair opportunity to deliver content you love, all of the following must be met before a refund can be considered:

• Strategy Approval: The Strategy Phase must be delivered and signed off by you before content production begins. The guarantee applies only once content production has started.

• Onboarding: Provide all requested brand assets, brand and tone guidelines, product and compliance information, and account access within 5 business days of each request.

• Feedback: Provide clear, written, consolidated feedback within 5 business days of your first content batch being delivered.

• Revisions: Complete at least two full rounds of revisions on your first content batch before requesting a refund. The large majority of concerns are fully resolved during this process.

• Request Window: Submit your request within 14 days of your first content batch delivery date. This window is measured from delivery, not from your signup date.

• Eligibility: The guarantee applies one time per client and to your first content month only.

5. How to Request a Refund

Contact us via our contact page on our website with the message "Refund Request" and a brief note explaining what did not work for you. Once we have received your request and confirmed the conditions above have been met, we will process any eligible refund within 10 business days to your original payment method.

6. What the Refund Covers

A valid claim refunds only the organic content production fee for your first content month. It does not refund the Strategy Phase, onboarding or set-up fees, channel management or reporting, paid media or advertising spend, or any third-party costs. The guarantee applies one time per client. You cannot claim the guarantee and continue your subscription. On a valid claim, you may end the engagement at that point even though you are within the minimum term, but no other amounts are refundable.

7. Minimum Term and Cancellation

Otter works on a minimum three-month retainer so there is enough time to build, execute, and optimise properly. During the minimum term, fees are non-refundable, except for a valid claim under the content satisfaction guarantee above. After the minimum term, your retainer continues on a rolling monthly basis until cancelled. You can cancel at any time after the minimum term by giving 30 days' written notice. Cancellation stops future charges but does not refund the current billing period or any previous period, and prorated refunds are not issued for early or part-month cancellation.

8. Strategy and Set-Up Fees

The Strategy Phase, together with any onboarding or set-up fee, is non-refundable once work has begun, including where you cancel before content production starts. This work is front-loaded, bespoke to your brand, and delivered early in the engagement, and it carries forward into everything we produce for you afterwards.

9. Paid Media

All paid media is non-refundable. This includes advertising spend, media buying and management fees, paid ad creative, ad-account set-up, and any tracking or pixel configuration. Advertising spend is committed to the platforms on your behalf and cannot be recovered. Paid performance depends on factors outside our control, including platform auctions, audience behaviour, and your budget, and no refund is given on the basis of paid results.

10. Revisions and Approvals

If a deliverable misses the mark, our team will revise it based on your feedback. Your first content month includes up to three rounds of revisions on the first batch. Subsequent months include one round of revisions per deliverable. Approval of a deliverable is final. Once a deliverable has been approved, no further revisions or refunds can be requested for that piece.

11. Renewal

After the minimum term, your retainer renews automatically each month until cancelled in line with the notice period above. Once a month has begun, that month is non-refundable and you agree to accept the work produced for it.

12. Results

Otta does not guarantee specific results. As a guide, organic social typically takes 60 to 90 days to build momentum, and paid media can take several weeks to optimise, depending on budget and targeting. Many of the factors that affect performance, including platform algorithms, audience behaviour, and market conditions, sit outside our control. You are paying Otta for the strategy, content, and management our team delivers, not for a guaranteed outcome, and no refund is given on the basis of performance.

13. Health Brand Compliance and Platform Risk

As a health brand, you are responsible for the accuracy and regulatory compliance of all claims made about your products and services, including any health, medical, or efficacy claims. You review and approve all content and advertising before it is published. Otta is not responsible, and no refund will be given, where content or advertising is removed, restricted, disapproved, or rejected by a platform, or where an account is restricted or suspended, including for reasons relating to health or medical content, advertising restrictions, or platform policy. Responsibility for compliance with platform rules and applicable advertising and consumer law sits with you.

14. Technical Issues and Scheduling

Where scheduling or publishing is provided, it is a value-add service. No refunds are given for issues relating to scheduling, publishing, or connecting your accounts to any platform or scheduling tool. Posts that fail to publish due to account disconnections do not warrant a refund. If an issue cannot be resolved, you can download your content and publish it manually.

15. Mistakes

Otta follows a no-errors policy supported by multiple quality-assurance steps, but occasional mistakes can occur. Because you review and approve all content before it is published, refunds are not given for errors in approved deliverables, including typos, incorrect information, or timing issues with posts.

16. Delays

Any delay caused by you will not move your billing date and will not entitle you to a refund. Any delay caused by Otta does not warrant a refund, but our team can move your billing date forward to make up for lost time.

If we do not receive your feedback or approvals by the time your next charge is due, our team will continue with the next stage of work so that we keep delivering what you have paid for, and you can use it when you are ready. If more than 30 days pass from the date a deliverable was sent to you for approval, no further revision requests can be made for it.

17. Agencies and Resellers

If you engage Otta on behalf of, or to resell to, your own clients, your agreement with Otta is independent of your relationship with those clients. If your own client does not pay you, that does not entitle you to a refund from Otta.

18. Chargebacks and Payment Disputes

You agree not to raise a chargeback or payment dispute for any amount covered by this policy or your services agreement. If a dispute is raised, all deliverables and work produced during your subscription may be removed and your account access suspended, and all credits, communication, and account work will be halted.

If you raise a dispute contrary to this policy and your services agreement, we will treat the disputed amount as an outstanding debt. We will invoice you for that amount together with any fees and charges we incur, with interest payable under the Late Payment of Commercial Debts (Interest) Act 1998, and we may refer the matter for debt recovery or pursue it through the courts of England and Wales.

19. Good Faith

We do not tolerate attempts to obtain a refund through pressure or coercion, including threats of chargebacks or negative reviews in exchange for a refund where we have delivered our part of the agreement. Most review platforms prohibit using reviews as leverage and may remove reviews or restrict accounts that breach those rules. Such conduct may also amount to a criminal offence, and we reserve the right to refer it to the relevant authorities and to seek civil remedies for any loss caused.

20. Changes to This Policy

We may update this policy from time to time. The version in force at the date you sign up or renew is the version that applies to that period.

21. Governing Law

This policy is incorporated into and forms part of your services agreement with Otta. Where there is a conflict between this policy and your signed services agreement, the signed services agreement prevails. This policy and any dispute arising from it are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

22. Questions

If you have any questions about this policy before or during your engagement, your account manager is happy to walk you through it. You can also reach our team via the contact page.