Refund Policy
Three O Five LLC d/b/a OTRSI · Refund Policy. Refunds are issued by Three O Five LLC d/b/a OTRSI through Stripe.
Short version: no fix, no fee. You pay up front, and if we can't solve it, you get your money back without having to argue for it.
Full Fix Report ($59) and Rush ($99)
| What happens | What you get | Do you have to ask? |
|---|---|---|
| We can't identify the cause of the problem | Full refund | No. It's automatic when we close the ticket as "no cause found." |
| You applied our fix and the same reject comes back | One free revision. If the revision doesn't fix it either, a full refund | Reply to your fix email or use the support form within 14 days of delivery. |
| A standard fix arrives later than 4 business hours (Monday-Friday, 7 AM-6 PM Central) | Full refund. You keep the fix. | No. It's automatic. |
| A Rush fix arrives later than 1 hour (7 days a week, 6 AM-10 PM Central) | The $40 difference between Rush and standard | No. It's automatic. |
| The issue turns out to need hands-on work in your systems (it can't be fixed in writing) | Your choice: a full refund, or a match with a vetted independent expert at a fixed quote, paid up front (see below). Choosing the match doesn't cost you the refund. | No. The refund is automatic, and the expert match is optional. |
| We need more information from you (for example, the original file behind a 997) | The clock pauses until you reply. If you'd rather not send it, ask for a full refund. | Yes, via the support form. |
A fix "doesn't work" when the reject it was written for still happens after the fix is applied as written. A different problem in the same file, or a partner business decision (for example, a rate dispute or a load that was given to another carrier), counts as a new issue, not a failed fix.
Monthly plans (EDI Watch, Watch Pro, Carrier IT Support, Carrier Ops Bundle)
- Cancel any time in the billing portal. Cancellation takes effect at the end of the period you've paid for, and you keep the service until then.
- First month: ask within 14 days of your first payment and we'll refund it in full.
- After that, we don't give refunds for partial months. If we end your plan for reasons that aren't your fault, we refund the unused part of the period.
Answering-line add-on
Setup is paid in full at signup. It's refundable until we start setting up your line (buying your number or building your call flow); after that it isn't refundable. Monthly line fees follow the monthly plan rules above.
Expert jobs (hands-on work by independent experts)
You pay the fixed quote up front, and the money is held by the platform until the job is confirmed. All refunds come from those held funds.
| What happens | What you get |
|---|---|
| No expert accepts within 4 business hours of your payment (1 hour for rush) | Full refund, automatic |
| You cancel after an expert accepts but before the session starts | Full refund |
| You report "not fixed" within 72 hours of the expert marking it complete | The funds stay held. The expert gets 1 business day to finish within the agreed scope at no extra charge. If it's still not done, we decide from the written record (brief, updates, change log, evidence): pay the expert, a partial refund, or a full refund. |
| The cause was outside the agreed scope (for example, your trading partner's system was down) | The expert is paid for the work done as defined in the brief's "Done means" list |
| You confirm, or don't reply within 72 hours | The job is complete and the expert is paid |
How refunds are paid
Refunds go back to the card you paid with, through Stripe. Stripe says customers usually see a refund as a credit about 5 to 10 business days later, depending on the bank (Stripe refund docs). We cover the card processing fee; you get back the full amount you paid.
Chargebacks
Please contact us before you dispute a charge with your bank. The refunds above are usually faster than a dispute. We may refuse future orders from customers who abuse refunds or file disputes in bad faith.
How to ask
Use the support form with your ticket number (it starts with "EDI-"), or email support@otrsi.ai. We answer within 1 business day.