Refund and Cancellation Policy

1. Scope

This Policy applies to your subscription to the Orbit Commerce platform with Orbit Technologies Limited (trading as Orbit Commerce). It explains when we will and will not refund Fees and how cancellation works.

This Policy does not apply to sales made on your Storefront. The terms of sale between you and your Customers are your responsibility and must comply with the consumer protection laws that apply to those sales.

2. Business-to-Business Relationship

Your subscription is a business-to-business contract. The statutory cancellation rights for consumers under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to your purchase of the Service. Nothing in this Policy affects the rights of your Customers when they buy from your Storefront.

3. Default Position: No Refund of Paid Fees

Except as set out in sections 4 to 7, subscription Fees you have paid are non-refundable. We do not pro-rate Fees for partial months or for the unused portion of an annual term, and unused features or limits do not roll over between billing periods.

Transaction-based or usage-based Fees are charged in arrears and are not refundable once a transaction has settled.

4. Service Credits under the SLA

If we fail to meet the availability commitment in our Service Level Agreement, you may be entitled to Service Credits. Service Credits are applied as credits against future invoices and are not paid in cash. The conditions, calculation, and claim process are set out in the SLA. Service Credits are your sole financial remedy for Downtime, subject to the non-excludable liabilities preserved in section 19.1 of the Terms of Service.

5. Chronic SLA Failure

If you validly exercise the chronic-failure termination right in section 8 of the SLA, we will refund the unused portion of any prepaid Fees for the affected subscription only, prorated to the effective date of termination, less any amounts you owe us (including unpaid Fees, chargeback recoveries, and indemnified amounts). No refund is payable if the chronic failure is attributable to an Excluded Event under the SLA, to your breach, or to any cause outside our reasonable control.

6. Termination for Our Uncured Material Breach

If you lawfully terminate your subscription for our uncured material breach in accordance with section 22 of the Terms of Service, our liability to refund prepaid Fees is limited to the unused portion of any Fees prepaid for the affected subscription, prorated to the effective date of termination, less any amounts you owe us. We do not refund Fees on termination for any other reason, including any termination by you for convenience, any termination by us under sections 21 or 22 of the Terms of Service for your breach, sanctions, or regulator demand, or any termination by us under section 23 of the Terms of Service (Force Majeure).

7. Discretionary Refunds

We may, at our sole discretion, correct a clear billing error or duplicate charge by credit against a future invoice. We will only issue a cash refund if a credit is not practicable and we are reasonably satisfied that an error has occurred. Requests must be made in writing within thirty (30) days of the relevant charge; later requests will not be entertained. We do not grant refunds for change of mind, lack of use, dissatisfaction, business closure, downgrades, partial periods, unused allowances, or any other reason not expressly set out in this Policy.

8. Cancellation

You may cancel your subscription at any time through the vendor dashboard or by emailing accounts@orbitcommerce.net from the email address on your Vendor Account.

Monthly subscriptions: cancellation takes effect at the end of the current monthly billing period. You will not be charged the next monthly Fee.

Annual subscriptions: cancellation takes effect at the end of the annual term you have prepaid. You retain access until the end of that term. Annual Fees you have already paid are not refunded for early cancellation, except as set out in sections 5 and 6.

9. Downgrades and Plan Changes

You may downgrade your subscription to a lower-tier plan from the vendor dashboard. Downgrades take effect at the start of the next billing period; we do not refund the difference between your current plan and the lower plan for the remainder of the current billing period.

Upgrades take effect immediately. If you upgrade during a billing period, we will prorate the additional Fees for the remainder of that period.

10. Free Trials

Where we offer a free trial, you will not be charged during the trial period. If you do not cancel before the end of the trial, your subscription will start automatically at the plan you selected and we will charge the first Fee. Free trials are not refundable.

11. Add-ons and One-Off Charges

Add-ons (for example, additional staff seats, premium themes purchased one-off, or one-off support packages) are non-refundable once activated or delivered, unless we fail to deliver them or there is a billing error.

12. Suspension and Termination by Us

If we suspend or terminate your Vendor Account for your breach of the Terms of Service or the Acceptable Use Policy under sections 21 or 22 of the Terms of Service, you are not entitled to any refund of Fees. We may also retain a reasonable amount to cover unpaid Fees, chargebacks, and any damages we are entitled to recover.

13. Refund Method

Where we grant a refund under this Policy, we will pay it to the payment method you originally used, or by another reasonable method we choose if that is not possible. The time it takes for the refund to appear on your statement depends on your bank or card issuer and is not something we control or guarantee.

14. Disputes and Chargebacks

If you think you have been charged in error, please contact accounts@orbitcommerce.net before raising a chargeback with your card issuer. We aim to resolve genuine billing issues quickly. Unjustified chargebacks may result in suspension of your Vendor Account and recovery of the chargeback amount and fees.

15. Updates

We may update this Policy from time to time. Material changes will be notified in accordance with section 3 of the Terms of Service. Continued use of the Service after an update constitutes acceptance of the updated Policy.

Contact