We would rather refund you than keep money for something that did not work for you. Sandbox is free and new teams get a 7-day free trial of Production, so you can try OrbitID before paying anything. If you pay and change your mind, this policy applies.
30-day money-back guarantee
If you are not happy with OrbitID for any reason, ask for a refund within 30 days of a payment and we will refund that payment in full, including any tax charged. You do not have to give a reason.
How to ask for a refund
Email us and we take care of it. Refunds are processed by Paddle, our Merchant of Record, but you never have to deal with them yourself.
Recommended
Email our support team
A person reads every request and sorts out the refund with Paddle for you. Write from the email you paid with, or include it.
Prefer to do it yourself? Find your order at paddle.net using the email address you paid with, and request a refund there.
After 30 days
We look at later requests case by case, and we try to be fair. For example, we usually refund or credit you when:
- you meant to cancel but were charged for another month and have not used Production since,
- a Production connection was billed after you had deactivated it,
- OrbitID had an outage that stopped your customers' users from signing in for a significant time.
How refunds are paid
Refunds go back to the original payment method. Once a refund is approved, Paddle sends it straight away. Most banks show it within 5 to 10 business days.
Refunds and cancellation
A refund does not cancel your subscription by itself. To stop future payments, a team owner can cancel from Billing in the dashboard, or ask us to cancel when you request the refund. Production connections stop working when a refunded period ends or the subscription is cancelled. Your Sandbox keeps working.
Disputes
If something looks wrong on a charge, contact us before opening a dispute with your bank. We can usually sort it out faster.
Your legal rights
This policy is in addition to any rights you have under the consumer protection laws where you live. Nothing in it limits those rights.
