Refund policy

Fifteen days to change your mind.

If OrbisVendor is not right for your business, tell us within fifteen days of your first charge and we refund it. After that, you cancel at the end of the period you have paid for. This page says how both work, and how to ask.

What this policy covers

Your OrbisVendor subscription and any capacity you buy with it. It does not cover the goods or services you sell to your own customers through OrbisVendor: those are your sales, on your terms.

The fifteen-day refund

Ask within fifteen calendar days of your first paid charge and we refund that charge in full: the plan, and any capacity bought in the same first transaction. You do not have to tell us what went wrong, though we will ask, because it helps us.

It applies once per business, on the first charge only. It does not start again on a renewal, an upgrade or a later add-on. We count the fifteen days from the date the charge was taken, and a request sent by email on day fifteen is in time.

When we refund the first charge, paid access ends on the date we confirm. Your records stay retrievable for the period your agreement gives you; a refund does not mean we delete your data the same day.

Cancelling later

You can stop the next renewal at any time before it falls due. Your access continues to the end of the period you have paid for, and you are not charged again. We confirm the date in writing.

Outside the fifteen days, cancelling part-way through a paid period does not refund the unused days. Removing users, not logging in or asking a team member to stop using it does not cancel a subscription; a request to us does.

Errors and things that break

A duplicate charge, a charge you did not authorise, or a paid feature that does not work as agreed is not a change-of-mind question. Tell us and we put it right: a correction, a fix or a refund, whichever the situation calls for. The fifteen-day window does not limit this.

If we withdraw a paid service, or you end your agreement because we did not fix a material breach after being told about it, we refund the fees you paid in advance for the period you lose.

How to ask

Email hello@orbisvendor.com with your business name, the email on the account, the date of the charge and what you would like to happen. Never send a card number, a password or a security code. A person acknowledges within two working days, and an agreed refund goes back to the way you paid within fourteen days, sooner where the law requires. Your bank may take a few days more to show it.

Today a plan starts when your account manager confirms it in writing, and a refund is agreed the same way. When card payments are switched on, they will be handled by Paddle as the merchant of record, and you will also be able to ask Paddle directly under its own refund terms. We will update this page before that happens.

Your rights are not reduced

This policy adds to whatever the law where you buy gives you, and to the terms of your agreement with us. Where consumer protections apply to a purchase, they stand. Nothing here asks you to give up a right to dispute a payment with your bank.