## **🔍 Overview**

Some customers have reported being charged for the OTTO Google Ads add-on even though their plan included a free promotional period. If this has happened to you, this article explains why it may occur, how to request a refund, and how to cancel the add-on to prevent future charges.

## **⚠️ Why This Charge May Have Appeared**

The OTTO Google Ads add-on is included at no cost for customers on certain promotional offers. However, a billing error can sometimes cause the standard charge to be applied before the promotional period has ended. This is a known issue and our team is able to review your account and issue a refund where applicable.

## **✅ How to Request a Refund**

If you believe you were charged incorrectly for the OTTO Google Ads add-on, reach out to our support team through the chat widget to get it resolved. To help us process your refund as quickly as possible, please have the following information ready before reaching out:

- Your account email address.
- The date the charge appeared on your billing statement.
- The charge amount as it appears on your statement.
- Confirmation that you are within an active promotional period.

Our team will verify your promotional offer, confirm the incorrect charge, and process a refund to your original payment method. Refund timelines may vary depending on your payment provider.

## **🛑 How to Cancel the Google Ads Add-On**

If you would like to cancel the OTTO Google Ads add-on to prevent any future charges — whether your promotional period is ending soon or you simply no longer need the feature — reach out to our support team through the chat widget to request a cancellation. When you reach out, let us know the date you would like the cancellation to take effect.

**Important:** Cancelling the add-on will remove access to OTTO Google Ads features from your account. Make sure you no longer need these features before confirming the cancellation.

## **💡 Tips to Avoid Future Billing Surprises**

- Keep a note of your promotional offer end date so you know when standard billing will resume.
- Review your billing statements regularly inside your account settings.
- If you receive any unexpected charge, reach out to our support team promptly through the chat widget so it can be reviewed and resolved.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.