Orbix Overseas
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TRANSPARENT COMMERCIAL FINANCIAL POLICY

Refund, Cancellation & Billing Policy

Clear rules governing software licensing retainers, 14-day evaluation refunds, automated billing schedules, and custom deployment exclusions.

APPLICABILITY: All Agency Subscriptions
GUARANTEE: 14-Day Pilot Remediation Window
STATUS: COMMERCIAL B2B STANDARD

01.B2B Enterprise Infrastructure Framework

OrbixOverseas provides high-availability Business-to-Business (B2B) cloud infrastructure. Unlike retail mass-market consumer apps, the moment an agency signs up, dedicated secure cloud resources, encrypted S3 document buckets, database row-level security partitions, and WhatsApp gateway endpoints are immediately allocated and provisioned.

Consequently, all subscription fees represent commitments for server readiness, ongoing IRCC/embassy checklist rule synchronization, and continuous multi-region cloud maintenance.

02.14-Day Pilot Evaluation Guarantee

To provide agencies total peace of mind when digitizing their operations, Orbix offers a structured evaluation guarantee for first-time subscribers:

100% FULL REFUND QUALIFICATION:

If you encounter a verified critical technical bug that prevents core case intake or document uploading, and our tier-3 solutions engineering team fails to resolve the issue within five (5) business days of your written report, you are entitled to a full 100% refund of your initial monthly license fee within the first 14 calendar days of your initial purchase.

03.Subscription Cycles & Self-Service Cancellation

Agencies maintain complete autonomy over their subscription lifecycle:

  • Monthly Tiers: You can cancel recurring monthly billing at any time with zero termination penalties directly inside your Agency Settings panel or by emailing [email protected]. Upon cancellation, your workspace remains fully operational until the conclusion of the paid billing period.
  • Annual Contracts: Annual commitments provide substantial upfront discounts (up to 30%). Annual contracts are non-refundable after the expiration of the 14-day evaluation window.

04.Explicitly Non-Refundable Items & Services

Under no circumstances are refunds issued for:

Bespoke Engineering: Custom API bridges, private server setups, and bespoke data migration scripts.
Pass-Through Charges: Third-party SMS credits, Meta WhatsApp API conversation fees, and credit checks.
Prior Incurred Months: Historical subscription periods where platform services were rendered without dispute.
Visa Outcomes: Independent decisions or processing delays by foreign sovereign consular embassies.

05.Fraudulent Chargeback Policy

In the event of an unjustified payment reversal or credit card chargeback initiated without prior communication with our billing office, the Customer's workspace will be immediately suspended. A $150 administrative recovery fee will be applied to cover merchant bank dispute processing.

06.Refund Claim Submission Procedure

To submit a formal refund or billing review request:

  1. Send an email to [email protected] from your registered administrative account.
  2. Include your Agency License ID, company name, and the invoice number.
  3. Detail the specific unresolved technical defect or billing inquiry.

Our finance and engineering teams review all requests within 2 business days. Approved refunds are credited back to the original payment method within 5–7 banking days.