Our Commitment

At Orbinto, we believe in earning your business every day. We offer transparent, fair refund terms because we're confident in the value our platform delivers. Unlike many competitors that enforce strict no-refund policies, we want you to feel secure in your purchase.

This Refund Policy applies to all paid subscription plans purchased directly through Orbinto. It should be read alongside our Terms of Service.

1. 15-Day Free Trial

All paid plans (Basic, Professional, and Enterprise) include a 15-day free trial. During the trial:

You have full access to all features included in your selected plan.
No payment is charged until the trial period ends.
You may cancel at any time during the trial with no charge whatsoever.
No credit card is required to start a trial.

We encourage you to evaluate the platform thoroughly during your trial period before committing to a paid subscription.

2. Satisfaction Guarantee

If you are not satisfied with Orbinto after subscribing to a paid plan, we offer a 30-day satisfaction guarantee from the date of your first payment:

Monthly plans: Request a full refund of your most recent monthly payment within 30 days of your first charge. No questions asked.
Annual plans: Request a full refund of your annual payment within 30 days of your first charge. No questions asked.

This guarantee applies to new subscriptions only — the first time you subscribe to a specific plan tier. It does not apply to plan renewals or re-subscriptions to a plan you have previously used.

3. Monthly Plan Refunds

3.1 Cancellation

You may cancel your monthly subscription at any time from your account settings or by contacting support@orbinto.com. Upon cancellation:

Your paid features remain active until the end of your current billing period.
No further charges will be made after cancellation.
Your account will revert to the Free plan at the end of the billing period.

3.2 Refund Eligibility

Within 30 days of first payment: Full refund under our satisfaction guarantee (see Section 2).
After 30 days: No refunds are issued for partially used monthly billing periods. You retain access until the end of your current billing cycle.

4. Annual Plan Refunds

4.1 Cancellation

You may cancel your annual subscription at any time. Upon cancellation:

Your paid features remain active until the end of your annual billing period.
Your subscription will not auto-renew.
Your account will revert to the Free plan at the end of the annual period.

4.2 Refund Eligibility

Within 30 days of first payment: Full refund under our satisfaction guarantee (see Section 2).
After 30 days but within the first 3 months: Pro-rated refund for the remaining unused months of your annual term, minus a 10% early termination adjustment.
After 3 months: No monetary refund. You retain full access to your plan until the end of your annual billing period.

4.3 Pro-Rated Refund Calculation

For eligible annual plan refunds beyond the 30-day satisfaction guarantee, the refund is calculated as:

Refund = (Annual fee ÷ 12) × remaining full months − 10% early termination adjustment

For example, if you paid $588 for a Professional annual plan ($49/month × 12) and cancel after 2 months, your refund would be: ($588 ÷ 12) × 10 remaining months = $490, minus 10% = $441 refunded.

5. Plan Upgrades and Downgrades

5.1 Upgrades

When you upgrade to a higher plan mid-cycle, you are charged a pro-rated amount for the remainder of your current billing period.
If you upgrade and are not satisfied with the higher plan, you may downgrade within 14 days and receive a full refund of the pro-rated upgrade charge.

5.2 Downgrades

When you downgrade to a lower plan, the change takes effect at the start of your next billing period.
No refund is issued for the current billing period when downgrading.
Any features exclusive to the higher plan will remain available until the end of your current billing period.

6. Add-On Refunds

Add-ons (additional operator seats, visitor tracking capacity, chatbot conversations, website slots) follow the same refund terms as the underlying plan:

Monthly add-ons: No refund for partially used billing periods. Remove the add-on at any time, and it will not renew.
Annual add-ons: Eligible for pro-rated refund within the first 3 months if the associated plan is also being cancelled.
Add-ons purchased mid-cycle are pro-rated. If removed within 14 days, the pro-rated charge is fully refunded.

7. Billing Errors and Duplicate Charges

If you believe you were charged in error, charged twice, or experienced any billing discrepancy:

Contact us immediately at billing@orbinto.com with your account email and a description of the issue.
We will investigate within 3 business days and issue a full refund for any confirmed billing error.
Billing error refunds are not subject to the timeframes described in Sections 3 and 4 — we will correct errors regardless of when they occurred.

8. Service Outage Credits

If Orbinto experiences a service outage that materially impacts your use of the platform:

Enterprise plan: Subject to the 99.9% uptime SLA. If uptime falls below the guaranteed level for two consecutive months, you are entitled to service credits or a pro-rated refund as described in your service agreement.
All other plans: If a confirmed outage lasts longer than 24 consecutive hours, affected customers will receive a service credit equal to the pro-rated value of the downtime period, applied to their next invoice.

Outages caused by scheduled maintenance (announced at least 24 hours in advance), third-party service failures, or force majeure events are excluded.

9. Refunds for Terminated Accounts

9.1 Termination by Orbinto for Cause

If Orbinto terminates your account due to a violation of our Terms of Service or Acceptable Use Policy, no refund will be issued.

9.2 Termination Due to Service Discontinuation

In the unlikely event that Orbinto discontinues the Service entirely:

We will provide at least 90 days' advance notice.
All active paid subscribers will receive a full pro-rated refund for the unused portion of their current billing period.
We will provide tools and a reasonable timeframe for you to export all your data.

10. How to Request a Refund

To request a refund, follow these steps:

Email us at billing@orbinto.com with the subject line "Refund Request."
Include your account email address, the plan name, and the reason for your request (optional but helpful).
Our billing team will acknowledge your request within 1 business day.
Approved refunds are processed within 5–10 business days to your original payment method.

You may also initiate a refund request by contacting our support team via live chat on orbinto.com or by emailing support@orbinto.com.

11. Refund Processing

Payment method: Refunds are returned to the original payment method used for the purchase (credit card, debit card, or bank account).
Processing time: Once approved, refunds are initiated within 5–10 business days. Your bank or card issuer may require additional time to reflect the refund in your account.
Currency: Refunds are issued in the same currency as the original transaction. Exchange rate differences between the time of purchase and refund are the responsibility of your financial institution.
Payment processors: Refunds for payments made via Stripe (USD, EUR, GBP, AUD) are processed through Stripe. Refunds for payments made via Razorpay (INR) are processed through Razorpay.

12. Non-Refundable Items

The following are not eligible for refunds:

Free plan accounts (no payment is made).
Accounts terminated by Orbinto for Terms of Service or Acceptable Use Policy violations.
Renewal charges for subscriptions that were not cancelled before the renewal date (though you may cancel to prevent future renewals).
Promotional credits, discount coupons, or referral rewards.
Third-party services, apps, or integrations purchased separately from Orbinto (e.g., WhatsApp Business API fees charged by Meta).

13. Chargebacks

We encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or credit card company. Filing a chargeback without first contacting Orbinto may result in:

Immediate suspension of your account pending investigation.
Delay in resolving the issue, as chargebacks typically involve longer processing times than direct refunds.

If you contact us directly, we can often resolve billing issues and process refunds faster than the chargeback process allows.

14. Regional Consumer Rights

14.1 European Union

If you are a consumer in the European Union, you have a statutory 14-day cooling-off period from the date of purchase during which you may cancel and receive a full refund, as required by the EU Consumer Rights Directive (2011/83/EU). This right applies in addition to our 30-day satisfaction guarantee. If you have used the Service during the cooling-off period, the refund may be reduced proportionally for the service consumed.

14.2 United Kingdom

UK consumers are entitled to a 14-day cancellation period under the Consumer Contracts Regulations 2013, with the same terms as described for EU consumers above.

14.3 Australia

Australian consumers have rights under the Australian Consumer Law that cannot be excluded by contract. If the Service has a major failure, you are entitled to cancel and receive a refund for the unused portion, or to receive compensation for any reduction in value.

14.4 India

Indian consumers are protected under the Consumer Protection Act, 2019. If you experience deficiency in service, you may be entitled to a refund under applicable consumer protection provisions.

14.5 Other Jurisdictions

If your local consumer protection laws provide refund rights that exceed the terms described in this policy, those statutory rights apply and are not limited by this policy.

15. Changes to This Policy

We may update this Refund Policy from time to time. When we make material changes:

We will update the "Last updated" date at the top of this page.
We will notify existing paid subscribers by email at least 30 days before any changes that reduce refund eligibility take effect.
Changes that expand refund eligibility may take effect immediately.

The refund terms in effect at the time of your purchase will govern your refund eligibility for that billing period.

16. Contact Us

If you have questions about this Refund Policy or need to request a refund:

Billing: billing@orbinto.com
Support: support@orbinto.com
Live Chat: Available on orbinto.com