Refund policy
Software licenses
- Not yet delivered: an order can be cancelled and is refunded in full until the license key has been issued.
- Delivered but not activated: within 14 days of delivery, a license that has not been activated can be returned for a full refund, provided the vendor permits the return; we tell you in the proposal if a vendor does not.
- Activated: license keys that have been activated are not refundable, except where the software materially fails to perform as documented and the vendor cannot correct it within 30 days of our report, in which case we refund the license fee for the affected term.
- Wrong edition or capacity supplied by our error: exchanged at no charge or refunded in full.
Technology solutions
Services are invoiced on milestones. A milestone not reached is not invoiced; amounts paid for work not yet performed are refunded if the project is cancelled by either party. Work performed and accepted is not refunded. Work that does not meet the agreed scope is re-performed at no charge.
Support and maintenance
A support agreement may be cancelled with 60 days’ notice before the end of its annual term; the current term is not refunded. If we fail to meet the agreed reaction times in a way that materially affects your operation, you may terminate the agreement and receive a pro-rata refund of the remaining term.
How to make a claim
Email office@orbius.one with your order number and a description of the problem. We confirm receipt within one business day and decide within ten business days. Refunds are paid by the same method as the original payment, in the same currency, within 14 days of the decision. Where a license is refunded, it is deactivated.
Statutory rights
Our customers are businesses. Nothing in this policy limits rights that a customer has under mandatory law.