Refund Policy

Ollie has no subscription and no setup fee. The only amount Ollie charges is a platform fee of 5% of each payment a business collects through the Service, deducted automatically from that payment. Stripe, the payment processor, charges its own card-processing fees on the same payment under its own terms. Because nothing is paid in advance, there is no subscription to refund.

Bookings, deposits, invoices and subscriptions on a storefront are between you and that business. Ollie is not a party to the sale and never holds the money. The business sets its own cancellation and refund terms, so contact the business first; its contact details are on its storefront and on the invoice or receipt you received. If you cannot reach the business, email support@getollieapp.com and we will pass your request on and help where we can, but we cannot refund on a business’s behalf.

Ollie keeps nothing on money that goes back to a customer. Its platform fee on the refunded amount is returned to the business; the only cost the business absorbs is Stripe’s processing fee, which Stripe does not return on a refund.

• A business can refund a paid invoice, in full or in part, from its Ollie dashboard. The money goes back to the customer’s original payment method through Stripe, usually within 5 to 10 business days depending on the card issuer.
• The fee comes back automatically and pro-rated: refund half the invoice and half of Ollie’s fee returns. This happens whether the refund is issued from the Ollie dashboard or directly from the business’s Stripe dashboard.
• The refund screen in Ollie shows the Stripe fee the business will absorb before the refund is issued.
• Where a business has chosen to add processing fees to its prices, whether that line is included in a refund is the business’s decision.

If you are a business and believe Ollie’s fee was charged incorrectly, email support@getollieapp.com with the invoice number within 60 days of the payment. We will review it within 5 business days and return any fee we charged in error.

A customer’s card dispute is handled through Stripe on the business’s connected account, under the Stripe Connected Account Agreement, and any dispute fee Stripe charges is the business’s. When a dispute is lost, Ollie returns its platform fee on the disputed amount to the business, the same way as on a refund.

Nothing here limits rights you have under consumer-protection law where you live. See also our Terms of Service.