What this policy covers
This policy applies to every payment made to Orchyst, operated by Elenode Establishment for IT Systems, for a subscription plan. Plans are bought on the website, including the client dashboard, and every purchase is completed through the same Orchyst checkout. The phone app does not sell plans.
Nothing in this policy takes away rights you have under mandatory consumer law where you live. Where that law gives you more than this policy does, the law applies.
What you buy
- Plans. A subscription that sets how many organization members and how many agents your account may have, with a monthly fair-use message allowance, billed monthly in United States dollars and renewing automatically at the end of each billing period until you cancel.
The free plan costs nothing, so there is nothing to refund on it. Purchases are processed by our payment partner, Paddle, through the Elenode billing engine; Orchyst never sees your card number.
Cancelling instead of refunding
You can cancel a paid plan at any time from the billing page in the dashboard. Cancellation takes effect at the end of the billing period you have already paid for: you keep the plan until then, and no further charge is made. Cancelling does not refund the current period, except in the cases below.
A subscription with an unpaid balance must be settled before it can be cancelled.
Refunds on a first subscription
If this is the first time you have paid for a plan on your account, you may ask for a full refund within 14 days of the first charge, provided the account has used no more than 20 percent of that plan's monthly message allowance in the meantime. We want you to be able to try a paid plan without risk; this window is for that.
The refund ends the plan immediately and returns the account to the free plan. Where the first charge was reduced by an introductory offer, a refund under this section returns the amount you actually paid.
Refunds on a renewal
Renewal charges are not refundable as a rule, because cancellation is available at any time before the renewal date and takes effect at the end of the paid period. We make one exception: if you ask within 7 days of a renewal and no message has been sent on the account since that renewal, we treat it as a missed cancellation and refund the renewal in full. The plan then ends and the account returns to the free plan.
Billing errors and duplicate charges
If you were charged twice for the same purchase, charged an amount that differs from the price shown at checkout, or charged after a cancellation had taken effect, tell us and we will refund the error in full, whenever it happened within the previous 60 days. Purchases and their outcomes are recorded on your billing page, so the record is easy to check together.
Service problems
Orchyst does not publish a contractual uptime commitment. If, however, an outage on our side prevented you from using the Service for more than 72 consecutive hours during a paid period, tell us and we will, at our discretion, refund a fair share of that period. This does not extend to outages of your own machine, your agent's provider, or your network.
What is not refunded
- Messages already sent, and organization members and agents already added.
- The remainder of a billing period after you cancel, or after you change to a cheaper plan.
- A renewal outside the 7-day, no-use exception in section 5.
- Purchases on an account that was suspended or closed for breaking the terms of service.
- Differences caused by currency conversion, bank fees or exchange-rate changes between the charge and the refund.
- Purchases made more than 60 days ago, other than under mandatory law.
- The difference between an introductory price and the ordinary price, where an offer was not applied to a purchase you had already completed.
The phone app and the app stores
The phone app does not sell plans, and Orchyst does not sell them through in-app purchase in Apple's App Store or Google Play. Every purchase is completed through the Orchyst checkout operated by our payment partner, so the refund processes of those stores do not apply; this policy does, in full.
How a refund is paid
Approved refunds are issued through our payment partner to the payment method used for the purchase, in United States dollars, for the amount charged including any tax that was collected on it. The partner usually releases the refund within a few business days; your bank may take 5 to 10 further business days to show it. We cannot refund to a different card or account.
Once a refund is issued, the plan it covered ends as described in the section that applies, and the refund is recorded in your purchase history.
How to request a refund
Write to us through the contact page from the email address on your account and include your username, the date and amount of the charge, and which case in this policy you are relying on. We acknowledge every request within 5 business days and decide within 10 business days of having what we need; if we need to check something with the payment partner, we will tell you.
Please contact us before disputing a charge with your bank. A chargeback opened while a request is still being reviewed may cause paid features on the account to be paused until it is resolved, and our payment partner may charge us fees that we will not be able to return.
Your statutory rights
If you are a consumer in a jurisdiction that grants a right to withdraw from a contract for digital services within a set period, that right applies alongside this policy. Because the Service starts as soon as your payment settles, you agree to that immediate start and acknowledge that, where the law allows, the right to withdraw ends once the Service has been fully performed, and that a withdrawal before then may be reduced by the value of what was already provided. Nothing here limits rights that cannot be limited by law.
Changes to this policy
We may update this policy when the plans, the payment process or the law changes. The effective date at the top of the page identifies the version in force. A change applies to purchases made after it takes effect; a purchase is governed by the policy in force on the day it was made.