This is a starting template, not legal advice. Have a Malaysian lawyer review and adapt it before relying on it.
Legal
Refund Policy
Orbit Finance uses a digital licence key, so its refund process differs from returns for physical goods. This policy is for customers who bought a lifetime licence or optional subscription. It explains the 14-day window, eligible technical faults, exclusions, cancellation treatment and the steps for requesting a refund.
1. When can you receive a licence refund?
We will refund your one-time licence purchase within 14 days of payment if either:
- Your licence key has not been activated: you bought it but have not yet used it to unlock the app on any device; or
- There is a genuine technical fault with the software that prevents you from using it, and we are unable to resolve it for you after a reasonable attempt by our support team.
When we issue a refund, the associated licence key is cancelled and may no longer be used.
2. When we may decline a refund
To keep this fair to everyone, we generally cannot refund when:
- The key has been activated and the software works as described, but you have simply changed your mind, after the 14-day window;
- The issue is caused by your own device, operating system, or environment rather than a fault in the software, and a reasonable fix or workaround is available;
- The request relates to a feature that was never advertised as included;
- There is evidence of abuse, such as repeated buy-and-refund cycles or sharing/reselling of keys.
Before requesting a refund for a technical problem, please contact support. Most issues are quick to resolve and we would rather get you up and running.
3. Subscriptions (sync & AI)
The optional sync and AI subscription is billed monthly and renews automatically. You can cancel anytime, and your subscription stays active until the end of the current paid month. We do not refund the unused part of a month. Cancelling simply stops the next renewal. Your lifetime licence and the data on your device are unaffected by cancelling a subscription.
4. How do you request a refund?
Email support@orbitsuite.io with:
- The email address and company name used at purchase;
- Your order reference or payment proof; and
- A short description of the reason (and any error details, if it is a technical fault).
We aim to review refund requests within a few business days. Approved refunds are returned to the original payment method or by bank transfer where that is not possible.
5. Your statutory rights
This policy is in addition to, and does not limit, any rights you have under Malaysian consumer law. Nothing here removes a right that the law gives you.
6. Contact
Questions about a refund? Email support@orbitsuite.io.