Statutory rights
Nothing in this policy removes mandatory consumer remedies. An EEA consumer generally has a 14-day right to withdraw from an online service contract, subject to the rules that apply when the consumer expressly requests immediate performance. Email [email protected] with the account email, order ID and an unambiguous withdrawal statement.
Immediate service
Checkout separately records the customer's express request for activation during the withdrawal period. If service has begun, applicable law may permit a proportionate deduction for service supplied. A right is treated as lost only after full performance and only where every legally required express consent and acknowledgement was validly obtained.
Refundable operational cases
Orbit investigates confirmed duplicate payments, a matching payment for which the purchased service was not delivered, a material Orbit technical failure that prevents meaningful use, a wrong amount accepted as complete by the processor, or an order Orbit cannot provision. A normal simulated loss, objective rule breach or failure to pass is not by itself a service defect.
Cancellation after activation
Outside mandatory rights, customer cancellation after meaningful evaluation use is not normally refundable. Orbit may offer a replacement or proportionate remedy for a documented platform defect. Decisions must identify the factual reason and do not override statutory rights.
Underpayment, overpayment and wrong network
Underpayments remain incomplete until resolved through the provider's supported process. Provider-confirmed overpayments are investigated and any refundable excess is calculated from the preserved payment record. A token or wrong-network transfer may be unrecoverable; Orbit will assist only where technically possible and may deduct actual disclosed recovery/network costs where lawful.
Crypto refund calculation
Blockchain payments are irreversible. An approved refund requires a verified compatible return address and network. Exchange-rate changes do not automatically entitle either party to a windfall: Orbit uses the original Evaluation Fee, historical receipt data, mandatory consumer law and actual provider/network costs to document the calculation. The payment record stores refund status and transaction hash. Never send a seed phrase or private key.
Timing and complaints
Orbit acknowledges requests in a durable form and makes a legally required reimbursement within the applicable deadline. Non-statutory investigations aim for five business days. If rejected, Orbit gives the objective reason and a support path for human reconsideration.