Refund, Cancellation & Complaints Policy

1. Subscription Cancellation

1. You may cancel your Orbit subscription at any time from your account settings. Cancellation takes effect at the end of the current billing cycle, you will retain access to paid features until your current period expires.
2. Upon cancellation, your account will be automatically downgraded to the Free plan. All your data (orders, customers, inventory, staff records) will remain accessible under the Free plan limits for 90 days.
3. If you wish to cancel immediately (mid-cycle), you may contact us at [email protected]. A pro-rated refund may be issued at our discretion depending on usage within the billing cycle.
4. We reserve the right to cancel your subscription if you violate our Terms of Service. In such cases, no refund will be provided.

2. Refund Policy

1. Eligibility: Refund requests are accepted within 7 days of a payment being processed. After 7 days, no refund will be issued for that billing cycle.
2. Valid reasons for refund:
   • You were charged incorrectly or double-charged.
   • The service was substantially unavailable during your billing period (more than 48 hours continuous downtime).
   • You cancelled within 7 days of subscribing and did not extensively use paid features.
3. Non-refundable: Payments older than 7 days, partial-month usage after the 7-day window, and accounts terminated for Terms violations are not eligible for refunds.
4. Refund method: Approved refunds will be processed back to the original payment method (bank account or card used during payment). Refunds via SafePay will be processed within 5-10 business days.
5. Turnaround time: Refund requests are reviewed within 3 business days. Once approved, the refund will be processed within 5-10 business days depending on your bank.

3. How to Request a Refund or Cancellation

To request a refund or cancellation, please:

1. Send an email to [email protected] with the subject line “Refund Request” or “Cancellation Request”.
2. Include your registered email address, restaurant name, and the reason for your request.
3. Our team will acknowledge your request within 1 business day and provide a resolution within 3 business days.

4. Complaints Handling

1. How to file a complaint: If you are dissatisfied with our service, you may submit a complaint via email at [email protected]. Please describe your issue in detail so we can investigate and resolve it promptly.
2. Acknowledgment: We will acknowledge receipt of your complaint within 1 business day.
3. Resolution timeline: We aim to resolve all complaints within 5 business days. If the matter requires further investigation, we will inform you of the expected resolution date.
4. Escalation: If you are not satisfied with the resolution, you may escalate the matter by emailing [email protected] with “Escalation” in the subject line. Escalated complaints are reviewed by management within 7 business days.

5. Service Availability

Orbit is a cloud-based service and we strive for 99.9% uptime. However, scheduled maintenance windows may occur, and we will notify active subscribers via email at least 24 hours in advance. Unscheduled downtime exceeding 48 continuous hours during a billing cycle may qualify you for a pro-rated credit or refund as described above.