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1. Refund Policy Overview

At OrbixEdge, we are committed to customer satisfaction. If you are not satisfied with our services or products, we strive to make it right. This Refund Policy outlines the terms and conditions under which refunds are issued and processed.

2. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

  • Service not delivered as described or promised
  • Significant technical issues or defects not remedied within a reasonable timeframe
  • Duplicate billing or billing errors
  • Payment made in error or unauthorized charges
  • Cancellation within the specified refund period
  • Service becomes unavailable due to circumstances beyond our control for an extended period

3. Refund Periods by Service Type

3.1 Web Development & Custom Projects

  • Commitment Period: Projects have defined scopes and timelines agreed upon in the contract
  • Refund Eligibility: Only applicable if deliverables are not met or services are not initiated within 30 days of project start
  • Work Completion: Once 50% or more of work is completed, refunds are not available unless service quality is fundamentally compromised

3.2 Monthly/Yearly Subscriptions

  • Refund Window: 14 days from the date of purchase for first-time customers
  • Service Must Be Unused: Refunds are available only if the service has not been materially used
  • Auto-Renewal: Refunds for auto-renewed subscriptions follow the same 14-day period from renewal date

3.3 One-Time Services & Packages

  • Refund Window: 30 days from purchase date
  • Conditions: Service must not have been initiated or completed

3.4 Support & Maintenance Plans

  • Annual Plans: Refundable within 30 days if no support has been utilized
  • Monthly Plans: Refundable within 14 days if no support cases have been opened

4. Non-Refundable Items

The following are generally non-refundable:

  • Services that have been fully completed or delivered
  • Custom development work where significant progress has been made
  • Domain names or hosting services (unless purchased in error)
  • Software licenses or subscriptions after 50% of the billing period has elapsed
  • Services used or significantly utilized
  • Refunds requested outside the specified refund window
  • Services canceled due to client-initiated project termination
  • Consulting fees or advisory services

5. How to Request a Refund

To request a refund, please follow these steps:

  1. Submit Request: Email refunds@orbixedge.com with your order/invoice number and reason for refund
  2. Provide Details: Include any relevant documentation or evidence supporting your refund request
  3. We Review: Our team will review your request within 5-7 business days
  4. Approval Notification: You will be notified via email of the decision
  5. Processing: Approved refunds are processed within 10-15 business days

6. Partial Refunds

Partial refunds may be issued based on the following circumstances:

  • Services partially completed or used
  • Refund calculated on a pro-rata basis for unused service period
  • Service delivered partially but with significant defects
  • Early cancellation of long-term contracts

Calculation Method: Partial refunds are calculated as: (Unused Service Days / Total Billing Period Days) × Amount Paid

7. Refund Processing

  • Processing Time: 10-15 business days after approval
  • Refund Method: Refunds are issued to the original payment method
  • Bank Processing: Your bank may take an additional 3-5 business days to credit the refund
  • Currency: Refunds are issued in the original currency of payment
  • Fees: Any third-party payment processor fees may be deducted from the refund

8. Cancellation vs. Refund

Cancellation means terminating your service going forward but does not automatically entitle you to a refund.

Refund means returning the payment you have made. To receive a refund, you must submit a formal refund request.

9. Modifications to Scope or Terms

If you request significant changes to your project scope after work has begun:

  • We will provide a revised quote for the modified scope
  • No refund applies to previously completed work
  • You have the option to proceed with modifications or cancel
  • Any cancellation after work has begun may result in charges for completed work

10. Service Return Requirements

For refund eligibility, you must:

  • Provide reasonable documentation of the issue or reason for refund
  • Allow us reasonable time to attempt to resolve issues before requesting a refund
  • Cooperate in good faith to troubleshoot technical problems
  • Return any deliverables, materials, or access passwords as requested
  • Confirm agreement to the refund terms

11. Special Circumstances

11.1 Service Defects or Failures

If the service has a material defect that significantly impairs its functionality:

  • You must notify us within 14 days of discovering the defect
  • We will attempt to remedy the issue within 30 days
  • If not resolved, you may request a refund or credit

11.2 Non-Performance

If OrbixEdge fails to deliver services as contracted:

  • You must notify us in writing of the non-performance
  • We have 15 days to cure the issue
  • If not cured, you may request a full refund

11.3 Force Majeure

In case of unforeseen circumstances beyond our control (natural disasters, wars, pandemics, etc.):

  • We will make reasonable efforts to resume service
  • If service cannot resume within 60 days, a pro-rata refund may be issued

12. Business Refund Exception

Refunds for business or enterprise contracts are negotiated individually. Please refer to your specific service agreement for refund terms.

13. Disputed Charges

If you believe you have been charged incorrectly:

  • Contact us immediately at billing@orbixedge.com
  • Provide documentation showing the disputed charge
  • We will investigate and respond within 10 business days
  • Legitimate billing errors will be corrected and refunded

14. Restrictions on Refunds

OrbixEdge reserves the right to deny a refund if:

  • The refund request is fraudulent or based on false information
  • The request is made after the refund period has expired
  • The service was used substantially
  • The client initiated termination without valid cause
  • Multiple refund requests suggest pattern of abuse
  • Services were obtained through illegal activity or fraud

15. No Charge-back Policy

We prefer to resolve all issues directly. If you initiate a charge-back through your payment processor without first contacting us:

  • We may charge a $50 dispute resolution fee
  • Your account may be suspended pending resolution
  • We reserve the right to pursue additional remedies

16. Changes to Refund Policy

OrbixEdge reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Continuing to use our services after changes constitutes acceptance of the updated policy.

17. Contact for Refund Requests

For refund requests, inquiries, or billing disputes, please contact:

Last updated: March 2026