Refund Policy

1. Overview & scope

This Refund Policy explains when and how refunds are provided for the OrbisApp billing and automation platform. It applies to all OrbisApp subscription plans and any one-time purchases such as setup, onboarding, or migration services and add-on modules ( (plans that specify refund)). This policy forms part of, and should be read together with, our Terms of Service. Payments and refunds are processed by our merchant of record, Paddle.com Market Limited (“Paddle”), so refunds are also subject to Paddle’s buyer terms.

2. Money-back guarantee

You may request a full refund of a subscription payment within 7 days of that purchase, for Business plan & Scale Plan. The guarantee applies per service: each subscription to an eligible package is covered on its own, regardless of any other packages you have subscribed to. It applies to subscription fees only, excludes the non-refundable items listed below, and does not apply to plan upgrades or downgrades.

3. Renewals & recurring charges

A subscription renews automatically only if your account holds sufficient funds to cover the renewal at the renewal date; if it does not, the subscription will not renew and will lapse. Renewal charges are non-refundable. We do not provide partial-period refunds. You can avoid a renewal charge by cancelling before your renewal date, or by not maintaining sufficient funds in your account (see below).

4. Non-refundable items

Except where required by law, the following are non-refundable:

• setup, onboarding, and migration or installation fees;
• professional-services work already performed;
• third-party or add-on marketplace charges;
• usage-based or overage charges already incurred;
• pass-through costs such as domains or SSL certificates, where applicable;
• Any extra addons.

5. Cancellation & pro-rating

You may cancel at any time from your account or by contacting us. When you cancel, you can choose for the cancellation to take effect immediately or at the end of your current billing period, and you retain access until it takes effect. A subscription may also end automatically if your account does not have sufficient funds to renew (see “Renewals & recurring charges” above). We do not provide partial-period refunds.

6. How to request a refund

To request a refund, contact info@orbisapp.net or open a request through the Contact form, and include your account identifier, the invoice or payment reference, and the reason for your request. This helps us process eligible refunds quickly.

7. Processing time & method

Approved refunds are processed through our merchant of record, Paddle, back to your original payment method. We aim to approve eligible refunds within 5–10 business days, though the time for funds to appear depends on Paddle and your payment provider.

8. Chargebacks & payment disputes

If you have a billing concern, please contact us first so we can resolve it. Because Paddle is our merchant of record, card disputes and chargebacks are handled through Paddle. Initiating a chargeback without contacting us first may result in immediate suspension of your account. If you charge back a valid charge, you remain responsible for the disputed amount and any chargeback fees, which we may set off against your account balance as described in our Terms of Service; and an unjustified, fraudulent, or bad-faith chargeback may result in the permanent closure of your account.

9. EU/UK statutory rights

If you are a consumer in the EU or UK, you may have a statutory right to withdraw from a purchase within 14 days. Where you request that we begin providing the Service immediately and you acknowledge that you will lose the right of withdrawal once the Service is fully performed, that statutory right may no longer apply. Nothing in this policy limits any non-waivable statutory rights you may have.

10. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be posted here with an updated “Last updated” date and, where required, communicated in advance.

11. Contact

For questions about refunds or billing, contact info@orbisapp.net or use the Contact form.